Our customer service team is available during the following
business hours:
Monday to Thursday: 8am-5pm & 7pm-4am (EST)
Friday: 8am-5pm (EST) / Sunday: 7pm-4am(EST)
Break: 12pm-1pm & 10:30pm-11:30pm (EST)
※ Closed on Saturday & Holidays
* Click here to use the time zone converter.
Toll Free:
1-855-521-5163
What forms of payment do you accept?
We accept the following forms of payment:
● Credit Card
> Visa
> MasterCard
> American Express
> Discovery
● PayPal
● Alipay
● Reward Points
What can I do if the payment does not process successfully?
In case you are using PayPal, eChecks are not accepted.
You may also check your account status and review the buyer information you entered before
payment.
When using credit card, please check the following or contact the card issuing bank for more
details.
① Credit card should be approved for online use
② Some credit cards can only be used within the country issued
③ If transaction exceeds the monthly limit, payment is not accepted
④ If the card holder has records of chargeback cases, transaction may be blocked
⑤ Card holder's information must match with the buyer information
How do I know if my payment went through successfully?
Once payment is made, transaction details are sent through e-mail from both our store system and
Payment Gateway (PAYPAL or ALIPAY). Our email includes the list of items you have purchased.
Does the store have a mobile version?
We offer a mobile exclusive version. Click here to visit our mobile store.
Do I need to register before placing an order?
You do not need to register before placing an order. You may register as soon as you have finished
shopping, or checkout as a Guest. Our registration process is fast, free, and will save you time for
future purchases. Click here to register.
What is the status of my order?
Once an order is placed, you will receive an order number and a confirmation email with your order
summary. Click here to check the status of your order. If you are a registered user, simply log in to
your account then go to ORDER LIST of MY ACCOUNT. Non-member users can enter their order
number in the designated fields.
How do I reset my password?
If you can't remember your password, please enter your email address and ID to reset your
password. Click here to reset your password.
Where can I find the related items from the selected item page?
We provide the related items of your selected item at the bottom of the page. You may use the
related items as reference of your style guide. Please contact our Customer Center if you cannot
find the related items that you are interested in.
How can I convert my size into Korean size?
Click here to see the standard size guide (measurement guide).
However, since body/foot shapes are all different, we cannot suggest the exact size for you
to wear. Please see detailed measurements at the bottom of the product details page as well.
In case of exchange due to ill fitting (shoes), round-trip shipping cost will be borne by the customer.
How long will it take for my international order to arrive?
It usually takes 7-10 working days for you to receive the order from the date you purchased.
Once the order is dispatched, it takes about 3-8 days to arrive at your doorstep (excluding customs clearance).
Tracking number is issued once the order leaves the warehouse. Arrival date may vary depending on customs
of designated country, so please keep track of your order using the provided tracking number.
* Season items (Summer/Winter) may take 3-5 additional days.
* Store-made items may take 3-5 additional days.
* Customized or handmade items may take 7 additional days (shoes, leather bags, customized
clothing, etc.).
Do you ship internationally?
Yes, we ship internationally. Click here to see which countries we ship to.
Should I expect to pay duties and taxes for my order?
International orders will be delivered by your local postal service. Although charges are not always incurred,
assessment of duties and taxes will be based on the value of the order. Payment of any duties and taxes are
the responsibility of the recipient and these fees are collected at the time of delivery. More information can be
checked by contacting your local Customs office.
If you are charged customs fees even after proving that your items are for personal use, and your purchase amount meets the criteria below,
you will be compensated via Reward Points.
*Purchase amount: Original price of item(s) before any discounts/coupons/reward points are applied
<How to Request>
Please provide proof of payment via Contact US or E-mail after customs are cleared.
*Approved only if request is made within 14 days of delivery.
| Country | Criteria for Customs Compensation |
| U.S.A | Total purchase amount under the recipient's name is below US$800 (Based on order date) |
| Taiwan | Recipient is not responsible for customs clearance |
| Singapore | Purchase amount is below US$280 |
| Malaysia | Purchase amount is below US$115 |
| Hong Kong | [Duty-free zone] All customs charges that still occur are eligible for compensation |
*In case of return due to unpaid duties and taxes, we will refund the amount after deducting the original
shipping fee of your order.
How do I track my order?
Once your order is shipped out, you will receive an email regarding tracking information.
You can also find information on your shipment at My Account > My Orders.
Why is my item still undelivered even though my order status states that delivery is complete?
Tracking number is provided once the order is shipped. Simply sign in to your account and go to MY
PAGE → ORDERS. One week after your item is dispatched, your order status is automatically updated to
"Delivered" by our system.
If you failed to receive your package within 4 days of "Delivered" status, or your status shows that the item was received by
an unknown recipient, please contact Customer Service as well as your local postal office.
Why is my order is being returned to Korea?
In case of absence of addressee or uncleared customs, packages are sent back to the sender as failed
delivery.
In case of refund, original shipping cost or any relevant amount for return will be deducted from the refund amount.
We do not take responsibility for wrongly typed address, so please double check before you make your
payment.
Can I modify my order before delivery?
Modification of the order can only be processed if your order is in [Preparing Item] status.
Please click here to contact Customer Service with the information below for further confirmation:
- URL of the item
- Item Name (Code) / Option Detail
- Order Number
- Detail Request
*If the total amount of your order is reduced due to cancellation and no longer a target of free shipping, then
there may be a deduction of shipping cost according to our shipping policy.
Do you process exchanges?
Yes, you may contact our Customer Center within 7 days of receipt and we will assist you through the exchange
process.
In case of exchange due to change of mind, round-trip shipping cost will be responsible by the customer.
Once your return shipment arrives at our warehouse, item condition will be examined first. In case item shows
signs of use (stains, scent, or any form of contamination), item will not be accepted for exchange.
*To ensure availability of your replacement item, you can contact Customer Service to check
whether the item is in stock.
Can I return my order?
Yes, please contact Customer Service within 7 days of receipt and we will assist you through the return
process.
You can return or exchange any unworn, unwashed, or defective products via EMS only. Once returned items
arrive at our warehouse, their condition will be examined. In case item shows signs of use (stains, scent or
any form of contamination), item will not be accepted for return.
*Please note that the following items cannot be processed for return.
- Items with damaged tags/labels
- Items that show signs of use (stain/scent/any form of contamination)
- Underwear/swimwear
- Accessories
- Cosmetics
- Customized/handmade items
How much am I responsible for when returning free shipping orders?
If your total order amount decreases after your return (due to change of mind), the shipping costs will be
deducted from your refund according to our shipping rate policy. You will also be responsible for the return shipping fees.
What if I received an item that is different from my original order?
If you receive a wrong item, please contact Customer Service within 7 days of receipt.
We will assist you in exchanging your item and take responsibility for extra related costs
including return and reshipment fees. Please note that we will only exchange the wrongly
shipped item for the original item. You may not request an exchange for a different option or item.
*Even for wrong deliveries, exchanges are not accepted if the item shows traces of use.
Your order will be handled under the following procedure:
①You will be asked to send photos of the wrongly shipped item through to Customer Service.
②Return the item and send us the photo of the return shipment receipt.
③Shipping fees will be refunded in reward points or the payment method you used for the order
once the return package arrives.
④Once we reship the original item, a new tracking number will be sent to you through email.
What if my received item is damaged or defective?
If you receive a damaged or defective item, please contact Customer Service within 7 days of
receipt.
We will assist you in exchanging your item and take responsibility for extra related costs
including return and reshipment fees.
However, if you wish to exchange for a different option (size or color) other than what you first ordered,
it will be considered as an exchange due to change of mind, and shipping costs will be
responsible by the customer instead.
Your order will be handled under the following procedure:
①You will be asked to send photos of the damaged or defective item through e-mail.
②Return the damaged or defective item, then send us the photo of the return shipment receipt.
③Shipping fees will be refunded in reward points or the payment method you used for the order
once the return package arrives.
④Once we reship the new item, a new tracking number will be sent to you through email.
What if part of my order is missing?
First of all, please check your order status on MY PAGE, since this may be a case of partial
shipment.
If all items are confirmed to be shipped but you still have a missing item, please contact our
Customer Service with this information.
We can check your orders only if it you report within 7 days of receipt.
Your order will be handled under the following procedure:
①You will be asked to send photos of the received items, invoice, and the package through e-mail.
②We will check our shipping system to confirm whether the item has been omitted from the original shipment.
③We will send you an e-mail with our final confirmation.
④If your item is confirmed to be missing or sold out, we will issue a refund immediately.
What are reward points?
Reward points can be used as cash when you are shopping with us online.
*Only registered members are eligible for reward points.
How can I check and use my reward points or coupons?
If you are a member, you can go to MY PAGE to view accumulated reward points and
coupons.
Reward points that are pending after purchase will be available for use 7 days after the delivery is
complete. Once reward points become available for use, you will see a little box on the checkout
page to the amount you wish to use.
*When payment is made in reward points, refunds will be issued only as reward points
and not in cash. Accumulated reward points cannot be
redeemed for cash in any circumstance.
What are the membership benefits?
A percentage of your purchased amount will be returned as reward credit depending
on your membership status.
Memberships are renewed every month and upgraded members will receive an e-mail
of notification.
■ We accept the following forms of payment:
◎ Credit Card
• Visa
• MasterCard
• American Express
• Discovery
◎ PayPal
◎ Alipay
◎ Reward Points
※Please understand that there may be changes in price due to currency exchange rate.
The final purchase amount is fixed at the exchange rate that was reflected at the time of payment.
No further payment or difference will be charged or refunded due to changes in exchange rate after purchase.
| Country | Courier | S/S Season (Mar ~ Aug) | F/W Season (Sep ~ Feb) | ||
| USA | Fastbox Economy | Over $200 | Free Shipping | Over $200 | $12.99 |
| Below $200 | $14.99 | Below $200 | $29.99 | ||
| Australia | Fastbox Premium | Over $200 | $13.99 | Over $200 | $29.99 |
| Below $200 | $26.99 | Below $200 | $42.99 | ||
| New Zealand | Fastbox Mail | Over $200 | $5.99 | Over $200 | $19.99 |
| Below $200 | $19.99 | Below $200 | $32.99 | ||
| Singapore | Fastbox Mail | Over $150 | Free Shipping | Over $150 | Free Shipping |
| Below $150 | $5.99 | Below $150 | $9.99 | ||
| Malaysia | Fastbox Mail | Over $150 | Free Shipping | Over $150 | Free Shipping |
| Below $150 | $7.99 | Below $150 | $12.99 | ||
| Hong Kong | Fastbox Standard | Over $100 | Free Shipping | Over $100 | Free Shipping |
| Below $100 | $4.99 | Below $100 | $8.99 | ||
| Taiwan | Fastbox Standard | Over $100 | Free Shipping | Over $100 | Free Shipping |
| Below $100 | $5.99 | Below $100 | $9.99 | ||
| China | Fastbox Mail | Over $150 | Free Shipping | Over $150 | Free Shipping |
| Below $150 | $8.99 | Below $150 | $13.99 | ||
Country |
Criteria for Customs Compensation |
| U.S.A | Total purchase amount under the recipient's name is below US$800 (Based on order date) |
| Taiwan | Recipient is not responsible for customs clearance |
| Singapore | Purchase amount is below US$280 |
| Malaysia | Purchase amount is below US$115 |
| Hong Kong | [Duty-free zone] All customs charges that still occur are eligible for compensation |
1) Returns due to defective item(s) or wrong delivery
You can return the items.
Please contact HOTPING Customer Service via email or board within 7 days of receiving the items.
(Make sure to include the order number, item name, product code, and pictures of the defective item or wrong delivery.)
HOTPING bears the international shipping costs for the return and replacement (if applicable).
Please send us a copy of the receipt for the return shipping via email or board within 3 days after return request
so that we can reimburse you the cost.
2) Returns due to change of mind
We accept returns due to simple change of mind (including size and color).
Please contact HOTPING Customer Service via email or board within 7 days of delivery and ship your package
within 3 days of return request. (Make sure to include your order number, product code, and reason for return.)
All return due to Change of mind must be sent via EMS service.
Please note that the customer is responsible for the return shipping costs (international).
* Your return is not processed if the tags/labels of the items are damaged or if there are traces of use (applicable to defective items as well).
* Your return is not processed if you ship your item without prior notice.
* When returning the items, all the components including packaging should be in original condition.
3) Missing items
If you received your parcel and find any item(s) missing, please contact HOTPING Customer Service within 1 day of receipt.
Please keep all the compartments including packaging. This way we can check
for any damages to the parcel or possible repackaging in the course of delivery.
1) Order Cancellation
You can cancel selected items or the entire order.
Cancellations can only be processed if your order is 'Pending' and not yet shipped.
Please contact HOTPING Customer Service via phone, email or board ASAP.
2) Order Change
You can change the color or the size of the item you ordered. (Unfortunately, you cannot change your order to a different item/model.)
Changes to order can only be processed if your order is 'Pending' and not yet shipped.
Please contact HOTPING Customer Service via phone, email or board ASAP.
3) Change of Shipping Address
Changes to address can only be processed if your order is 'Pending' and not yet shipped.
Please contact HOTPING Customer Service via phone, email or board ASAP.
4) When the ordered item is out of stock
We at Hotping strive to offer our best service by processing your order in a timely manner.
However, there are cases in which items are out of stock due to high demand.
In order to ensure a smooth and fast delivery, in such cases we will process your order as according to your pre-selected preference.
- If you selected ‘Refund the sold-out item and dispatch the rest of my order ASAP’,
we will deliver the remaining items except the item out of stock without any further notice.
- If you selected ‘Contact me first and let's think about it’, our customer service representative will contact you via email or telephone,
and you can decide whether you would like to cancel the sold-out item or the entire order.
■ It takes 3-5 business days to issue a refund for a returned or cancelled order.
Please be advised that your refund may not be processed until the next billing month depending on your credit card issuer's billing schedule.Reward points for your purchases will be issued once order is delivered completely.
Reward points for your purchases will be issued once the order is delivered completely.
Pending period for reward points: The reward points issued from your 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 reward points balance.
Reward points are provided in U.S. Dollars.
Please treat reward points like cash.
If you pay for your order with reward points, you are required to spend a minimum of $0 and a maximum of $0 in reward points.
■ Rules of reward points:
- You can earn Reward Points by purchasing goods or by participating in various online events.
- You can use your Reward Points for store purchases.
- Pending reward points issued from orders will automatically expire on cancellation or return of the relevant order.
- Reward points are not awarded for cancelled or incomplete orders.
- You can view and manage your Reward Points through your Member Account Info.
- Reward points issued before December 31st will expire on February 1st of the following year. Reward points will also automatically expire for closed accounts.
- Reward Points cannot be redeemed for cash nor transferred to a third party.
- Reward point policies are subject to change. All changes will be notified to members 30 days in advance.
- For deactivated members who don't log in their account within 1 year, earned reward points will be expired on the last day of every month.
※ About E-money
- [E-money] is online money refunded as store credit for cancelled orders.
- You can get a refund via E-money. To receive your refund via E-money, please contact Customer Service.
- Refunds can be issued in E-money for the following cases: failure to refund in original payment method, reimbursement for return shipping (for wrong orders or defective items), payment gateway errors
※ Difference between Reward Points and E-money
- Reward Points : The beneficial mileage earned by item purchase or participation in event/promotion
- E-money : Online money equivalent to cash
※ E-money Guide
- You can use E-money to purchase items. $1 in E-money has the same value as $1 in cash.
- Only members are eligible for E-money. You can check your E-money history in My Page after signing in.
- E-money can be used along with reward points or discount coupons in your account.
- There are no limits to using E-money as a payment method.
- There is no expiry date for refunded E-money.
※ E-money for closed accounts
- You can close your account in My Page.
- Once you close your account, all earned Reward Points will expire. However, E-money can be refunded via PayPal if you contact us beforehand.
- You can check the remaining balance of Reward Points and E-money before closing your account. Please contact Customer Service if you have any E-money left in your account.
- If you close your account without prior notice, your remaining E-money balance will automatically expire.
