Shipping &
Refund Policy

How to Join
Click on the [Sign Up] link and complete the form in order to create your account. Once your account is created, you can immediately benefit from our membership privileges such as discounts and reward credits. Also, it saves you all the hassle of filling out your billing and shipping information every time you place an order since you can save your information securely on our site.
How to order
Order is processed as below:
Step 1: Search for products.
Step 2: Add products to your shopping cart.
Step 3: Log in with a member ID or non-member order.
Step 4: Fill in the order form.
Step 5: Proceed with payment.
Step 6: Complete the order and you will see the order number.
Payment
We accept the following forms of payment:
- Credit Card
  - Visa
  - MasterCard
  - American Express
  - Discover
- PayPal
Shipping
  • Shipping Method : Parcel Service
  • Shipping Area : A Region.
  • Shipping Rate : Overseas Shipping: Shipment fee will be charged differently depending on the ordered items’ weight.
  • Delivery Time : 3 - 7 days
  • Shipping

    Free International Shipping for purchases over $130 USD

    Note for All Countries

    For customs clearance purposes, we request that you divide your orders for purchases that exceed $300 USD.
    Please note that if the delivery fails due to any reason including insufficient address, missing postcode, or insufficient recipient information, we will contact you for resolution. If there's no response within a reasonable time, the parcel may be returned or discarded.
    If the parcel is discarded or returned due to the customer's fault, a refund is not available. Please double-check your delivery information before checkout and be alert for product arrival.
    Claims on returned parcels due to insufficient address, unclaimed by addressee, etc., can be checked only for delivery made within 2 months.

    Shipping Options

    Shipping Option Region Delivery Time
    DHL U.S.A / MACAU (free shipping from USD 130) Approx. 7 days
    DHL Australia/New Zealand (free shipping from USD 150) Approx. 10-12
    Q-xpress JAPAN  (free shipping from USD 110) Approx. 4-5
    Q-xpress Singapore / Hong Kong (free shipping from USD 105) Approx. 4-5
    EMS Others (free shipping from USD 130) Approx. 14-60 days

    For US addresses, we are unable to ship to the following addresses: P.O. Box, APO, FPO, DPO, and Military Addresses.
    The actual shipping fee that includes packaging and products may differ from the estimate.
    All information must be in English. (Name, Address, etc.)

    France
    Regarding delivery in France, due to the COVID-19 issue, after the first delivery attempt if the recipient is not reachable or the address is closed, the parcel will be immediately returned and this cannot be refunded. Chronopost (France Shipping company) is in the progress of import clearance, and 21 Euros will be needed for clearance fees of each declaration.

    China
    When ordering items over CNY 1,000 (Refer to the exchange rate of the day), the parcel will not pass customs. Please keep purchases delivered to China under CNY 1,000.

    Mexico
    There has been a long-term delay in delivery due to COVID 19 (approx. 50 days for orders placed in October).
    Therefore it is difficult to predict the estimated time of delivery. We kindly ask customers to use the tracking system to check the delivery status of their parcels.

    Israel
    There has been a long-term delay in delivery due to COVID 19 (approx. 45 days for orders placed in October).
    [Austria / Belgium/ Chile / Denmark / Finland / Hungary / Kazakhstan / Netherlands / Norway / Qatar / Spain / Sri Lanka / Tanzania / Ukraine / United Arab Emirates]
    There has been a long term delay in delivery due to COVID 19 (approx. 30 days for orders placed in October).

    Shipping Fees
    Free shipping for orders with a purchase amount of $130 USD and over.

    Shipping Process
    1. Add item(s) to your shopping bag.
    2. Select desired item(s) and place an order.
    Once payment is completed, the order status will appear as “Purchase Completed.”

    1. Preparing Shipment
    Please allow 2-3 business days for the order to be processed and prepared for shipment.
    Packages are not shipped from our distribution centers on weekends or Korean holidays.
    1. In Transit
    You will be able to check the tracking number and information on the My Shopping page.
    1. Delivered
    Door-to-door courier service is available for EMS or DHL.
    DHL is delivered without signature confirmation. In the event the recipient is absent, the package will be dropped in the recipient’s mailbox. The postal service does not claim any responsibility for missing packages after delivery.

    Check Your Order Status
    When your order is ready to be shipped, you will receive a shipping confirmation e-mail. This e-mail will contain shipping details, your tracking number, and links to the selected courier website..

    Track Your Order
    DHL Tracking : Click here
    EMS Tracking : Click here
    Q-xpress Tracking : Click here
    Duties and taxes for International Purchasing
    The recipient of an international shipment may be subject to customs duties, which are levied once the shipment reaches the recipient's country. Additional charges for import clearance must be fulfilled by the recipient; IMFRO has no control over these charges, nor can we predict what they may be. Customs policies vary widely; you should contact your local customs office for more information.
    Email / App push Restock Notification
    If the product you want is out of stock, we have an Email Restock Notification that lets us notify you when the product is back in stock. You can visit the product page and apply for Email Restock Notification.
    Out-of-Stock Items
    If an item in your order is out of stock after payment, you will receive a notification via email. If you would like to be notified when the item is back in stock, please visit the product page and sign up for Email or App push Restock Notification.
    Customer Service
    Contact our customer service for more information.
    Customer Service Hours: Mon-Fri 10:00-17:00 (GMT+9)
    E-mail: sales@imro.co.kr
Returns & Exchanges
Returns & Exchanges

Exchanges/Refunds

Damaged or Wrong Items
  • Please prepare the following information before you make a request to our customer service.
  • Order Number / Pictures of Opened Package / Pictures of Damaged / Wrong Items / Pictures of Damaged Parts
  • Please contact our customer service within 7 days after receiving your package.
  • All shipping fees for exchanges/refunds of damaged or wrong items will be borne by IMRO.

Missing Items
  • Please prepare the following information before you make a request to our customer service.
  • Order Number / Pictures of Opened Package / Pictures of Damaged / Wrong Items / Pictures of Damaged Parts
  • If any of your items is missing, please contact our customer service within 7 days after receiving your package.
  • All costs incurred as a result of the reshipment will be borne by IMRO.
  • Once your request for the missing item is accepted, we will immediately send the correct item to your address.

Returned Items
  • Unclaimed packages, returned to IMRO(Headquarter) due to absence of addressee/wrong or insufficient address, will not be refunded.
  • Please double check your zip codes and detail addresses before the checkout.
  • For claims on returned parcel due to insufficient address, unclaimed by addressee and etc., can be checked only for delivery made within 2 months.

Ineligible Products for Exchanges/Refunds
  • The following are not eligible for returns/exchanges:
  • Change of mind
  • Any item reported after 7 days from the delivered date
  • Any item that shows any signs of usage
  • Any item that has been damaged intentionally
  • Any item returned without any previous notice or in spite of the return request denied by our customer service
Refunds
Returns & Exchanges

Exchanges/Refunds

Damaged or Wrong Items
  • Please prepare the following information before you make a request to our customer service.
  • Order Number / Pictures of Opened Package / Pictures of Damaged / Wrong Items / Pictures of Damaged Parts
  • Please contact our customer service within 7 days after receiving your package.
  • All shipping fees for exchanges/refunds of damaged or wrong items will be borne by IMRO.

Missing Items
  • Please prepare the following information before you make a request to our customer service.
  • Order Number / Pictures of Opened Package / Pictures of Damaged / Wrong Items / Pictures of Damaged Parts
  • If any of your items is missing, please contact our customer service within 7 days after receiving your package.
  • All costs incurred as a result of the reshipment will be borne by IMRO.
  • Once your request for the missing item is accepted, we will immediately send the correct item to your address.

Returned Items
  • Unclaimed packages, returned to IMRO (Headquarter) due to absence of addressee/wrong or insufficient address, will not be refunded.
  • Please double check your zip codes and detail addresses before the checkout.
  • For claims on returned parcel due to insufficient address, unclaimed by addressee and etc., can be checked only for delivery made within 2 months.

Ineligible Products for Exchanges/Refunds
  • The following are not eligible for returns/exchanges:
  • Change of mind
  • Any item reported after 7 days from the delivered date
  • Any item that shows any signs of usage
  • Any item that has been damaged intentionally
  • Any item returned without any previous notice or in spite of the return request denied by our customer service
Other
Pending period for reward store credit:
Your reward store credit issued from orders will be added to your account and stay as Pending for 20 days from delivery before validation to compensate time for exchange or returns. Meanwhile, you are free to spend your available store credit balance.

Requirements:
If you pay for your order with store credit, you are required to spend a minimum store credit of #min_mileage.”
The maximum store credit you can spend on one order is “max_mileage.”

Cancellation of store credit:
Pending credit issued from orders will be automatically cancelled on cancellation or return of the relevant order. Your store credit will be cancelled if you close your account. Also, your store credit will expire if there is no newly issued store credit for three years.