Sulwhasoo Online Store
Customer Service Email: sulwhasoo@amorepacific.com.hk

*We will respond within 1 business day

1. How to become a Sulwhasoo member?
By purchasing any product at a Sulwhasoo store/counter or online store, you can apply to become a Sulwhasoo member. You just need to fill in the relevant personal information, and the system will automatically create a membership for you, allowing you to accumulate points and enjoy member privileges and offers.

2. Can I get VIP member discounts for online shopping?
You can enjoy member discounts when shopping on the Sulwhasoo online store. Before checkout, you need to use the mobile phone number and email address registered for your member account to log in to your online account.
Please note that member discounts do not apply to product offer bundles and limited edition products. Please refer to the Sulwhasoo membership program or contact us for more details.

3. Can I earn member points for online purchases?
The amount of your online purchases is applicable to Sulwhasoo membership program benefits, including the member points reward program and the required amount for membership upgrade.

4. Can I redeem member points gifts online?
Unfortunately, the Sulwhasoo online store currently does not support the redemption of member points gifts.
To redeem member points gifts, please visit a Sulwhasoo store/counter, and our beauty consultants will be happy to assist you.

5. Can I update my member information online?
You can update your online account login email and mailing address online.
To update other member information, you need to visit a Sulwhasoo store/counter, and our beauty consultants will be happy to assist you.

6. Why is my password not accepted?
Your password must be 8-16 characters long and include uppercase, lowercase, and numeric characters.

7. What should I do if I forget my login password?
For members who use their email as the login account name: If you forget your password, please click "Forgot Password" on the login page, enter your registered member phone number, and the system will send your login account name and a reset link to your registered phone number via SMS. Click the link to reset your password and you can log in again.
If you need to change your password, please log in first, then go to "My Account", click "Change Account Password" on the "Personal Information" section, and save the new password.

8. How can I link my in-store registered Sulwhasoo membership to my online account?
If you have already applied for membership at a Sulwhasoo store/counter, you just need to register on the Sulwhasoo online store using your email, and enter the mobile phone number registered as a member for verification, then you can link your membership to make online purchases.

9. Can I share my member account with others?
For the protection of member rights, the Sulwhasoo membership and online ordering account are for the registered user only, and each member can only have one Sulwhasoo membership and online account.

10. Is my member information secure?
Rest assured, your privacy will be protected. Please refer to the privacy policy and terms and conditions of the website for details.

1. Can I get a refund or exchange?
As a general rule, orders that have already been placed and paid for cannot be refunded. If you find any issues with the products, please email sulwhasoo@amorepacific.com.hk with your order number, registered name, and phone number within 7 working days of receiving the order, and we will follow up with you promptly.

2.I received the package and the product is not what I ordered, what should I do?
If you find any issues with the products, please email sulwhasoo@amorepacific.com.hk with your order number, registered name, and phone number within 3 working days of receiving the order, and we will follow up with you.

1. How long does it take to receive the product after placing an order?
Under normal circumstances, the product will be delivered to the designated address or SF Express store within 3 business days after order confirmation (excluding outlying islands and remote areas). However, delivery times may be affected during holiday periods (such as Christmas, Chinese New Year, and Easter).

2. Can you ship to other countries and regions outside of Hong Kong?
We apologize that currently we only accept orders for delivery within Hong Kong (including Hong Kong Island, Kowloon, New Territories, and outlying islands) and Macau. We do not support overseas delivery at this time.

3. How do I collect my order from an SF Express store?

After receiving the "Collection Notification" SMS, you can go to the designated SF Express store to collect your package. When collecting, please present the "Collection Notification" as proof. The staff will verify the recipient's name before releasing the package to you. If you authorize someone else to collect the package, the proxy will also need to present the "Collection Notification" to the staff.

4. What if I don't collect the package within the designated collection period?
If you are unable to collect the package on time due to personal reasons, please contact SF Express to make alternative arrangements. SF Express may charge an additional administrative fee.

5. Can I change the delivery method?
We apologize, but we do not allow order modifications, including changes to the delivery method. If you need to change the delivery method, you can cancel the "unpaid" order and place a new order, selecting the appropriate delivery method.
What is the latest delivery time for door-to-door service?

6. What is the latest delivery time for door-to-door service?
The normal delivery time for SF Express is 7:00 PM on the same day, and 6:00 PM for outlying islands. In special cases, you can call SF Express to arrange a pre-scheduled delivery.

7. I haven't received the "Collection Notification" SMS, what should I do?
The "Collection Notification" SMS is only applicable for SF Express store collection. If you haven't received the notification, it could be due to poor signal in your area, full phone storage, or your phone's setting to block promotional messages. Please contact your telecommunications provider.
We suggest you log in to your account and check the "Order Tracking" section to view the delivery status. If the package has already arrived at the SF Express store but you haven't received the "Collection Notification" SMS, you can directly inquire with SF Express about the collection arrangements.

8. Why did I receive the "Collection Notification" SMS after I've already collected the package?
The "Collection Notification" SMS is automatically generated by the system as a reminder to collect the package within the designated period. If you have already completed the payment and collection, you can disregard the notification.

9.The SF Express staff said they don't have my product when I went to collect it. What should I do?
If you have received the "Collection Notification" SMS and followed the normal procedure to collect the product, but were unable to do so, please email the order number, registered name, and phone number to sulwhasoo@amorepacific.com.hk so we can follow up on this as soon as possible.

10. What delivery service options are available?
For orders in Hong Kong and Macau, you can choose "SF Express Store Collection" or "Delivery Service".

11. Are there any delivery fees for online orders?
If the net order amount is HK$500 or above, the delivery is free of charge.
If the net order amount is less than HK$500, there will be a delivery fee of HK$30 for orders to Hong Kong, or HK$80 for orders to Macau.

Please note: During free delivery promotions, the delivery fee will be displayed as "0".

1. How can I check the status of my current order?
After a successful transaction, you will receive an "Order Confirmation" email containing the details of your confirmed order.
If you purchased the products as a registered member of the Sulwhasoo online store, you can log in and go to "My Account" to select "Order Tracking" and find your order number to check the status of that order.

2. Can I modify or cancel my online order?
Once an order has been confirmed, it cannot be modified or canceled.

3. Can I change the delivery address on my order?
Unfortunately, all delivery-related matters should be inquired with SF Express directly.

4. What payment methods are available for online shopping?
Our website accepts the following payment methods:
• Online payment, including: Visa, Mastercard, UnionPay, American Express, Alipay, and WeChat Pay (for desktop browser). For credit card payments, the purchaser must be the cardholder.
• Cash on delivery (available for door-to-door delivery and pickup at SF Express stations only). The payment can be collected by SF Express upon delivery, and only Hong Kong dollars are accepted, with no change given. The payment limit is HK$10,000.

5. What currency is used for online shopping?
All product prices on the online store are in Hong Kong dollars, and purchases will be settled in Hong Kong dollars.

6. Why was my order submission unsuccessful?
Your order may have failed to submit successfully due to credit card-related issues. Please first verify with your card issuer and then contact us for further assistance.

7. Are there any shopping limits on the online store?
Each product is limited to a maximum purchase of 14 pieces, and the total order value cannot exceed HK$100,000. Orders exceeding this limit will be canceled. If you have any other questions, please email sulwhasoo@amorepacific.com.hk and we will follow up with you promptly.

8. When are online orders charged?
Typically, online orders are charged on the day the order is confirmed.
After submitting an order, can I still add more items to the same order?
Once an order has been submitted, you cannot add more items to the same order. You will need to create a new order to add more products.

If you have met the specified spending amount or selected the designated products from the promotional campaign, but the gift does not show up in your shopping cart. We regularly run promotional offers and other limited-time campaigns, such as spending a certain amount or adding the designated products to your cart. When you enter your payment information, the relevant gift will automatically appear on the checkout page.

1. What is a promo code?
A promo code is a code that can be used on your order to get a discount or a gift.

2. How do I add a promo code?
When you are checking out, you will see a field on the shopping cart page where you can enter the promo code. The discount will be immediately displayed in the "Discount Amount" section, and the gift will be shown on the payment page. Only one promo code can be used per order. Some promotions may not be combinable with other offers, so please refer to the terms and conditions of the promo code.

3. I forgot to add the promo code, what can I do?
I'm sorry, but we are unable to apply a promo code to an order after it has been submitted. I recommend applying the promo code to a new order to take advantage of the related offer. If you have any other questions, please feel free to contact us.

4. I entered a promo code but it didn't work.
Our system will automatically recognize valid promo codes. So if the code was not successfully applied to your order, it means the code was entered incorrectly or did not meet the redemption conditions. Please email the order number, registered name and phone number to sulwhasoo@amorepacific.com.hk or call +852 3102 9981 so we can look into this for you as soon as possible.

1. When will products be shown as sold out?
When you add a product to your shopping cart, if the selected product is sold out, the Sulwhasoo Online Store will display a message indicating that the product is out of stock. Please remove the sold-out product to complete your order.
In the rare event that a product in your shopping cart becomes sold out after you have placed your order, we will notify you of this situation by email. The other products in your order will be shipped as normal, and the payment for the sold-out item will be refunded. If you have any questions related to the product, please email us at sulwhasoo@amorepacific.com.hk.

2. Do I need to register an account before shopping online?
Registering a member account is not mandatory. You can choose "Checkout as Guest" when placing an order, without the need to register an account. However, registering as a member can provide you with more benefits:
i. Enjoy Sulwhasoo member shopping privileges and earn points;
ii. Your personal information will be securely stored, making checkout faster and more convenient;
iii. Unfinished purchases will be saved in your shopping cart for your next visit;
iv. Add your favorite products to your wish list;
v. Track your order status and history.

Please click here to register as a Sulwhasoo member.

3. Are the prices on the Sulwhasoo Online Store the same as in Sulwhasoo standalone stores/counters?
The prices for all regular-priced products are consistent between the Sulwhasoo Online Store and Sulwhasoo standalone stores/counters.
However, the prices for product sets may differ due to various promotional offers.