*Received a defective item or a product you did not order?
If you have received a wrong or defective item, please contact our Customer Support Team as soon as possible. We will investigate the issue and get back to you with a solution. Please make sure to enter your contact information and photo(s) of the products you received and the parcel box for better and faster assistance.
- Delivery Failure
If a parcel does not reach a customer within 60 days, we consider it missing. In these cases, we can re-send a new parcel or process a refund.
- Unclaimed Return
For orders that are returned due to incorrect or missing address information, shipping fees are non-refundable. We are happy to re-ship the order to you; however, additional shipping charges will apply to re-ship the items to the correct address. Therefore, make sure to enter the correct address and contact information.
- Customs-Related Issues
The recipient is the importer of record and must comply with all laws and regulations of the destination. Orders shipped outside of South Korea may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; [White rabbit] has no control over these charges, nor can [White rabbit] predict what they may be. Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery days’ estimation.
Since we are shipping products from fulfillment centers based in the United States, shipping to Canada may be subject to tax and duties as it is considered cross-border international shipping. The declared value indicated on the invoice of the package is the original retail price of the products and may not match the value you have actually paid. Please be aware that extra customs fees may be imposed for shipments to Canada; we recommend that you check the estimated tax duties prior to placing orders on [White rabbit].com. Please check the FAQ page.
The recipient of the order will be responsible for any import duties or taxes charged by the recipient's countries as part of clearing their parcel through customs or when they receive their item. We will not be accepting returns on orders due to taxes issues.
Please contact us if you have further questions regarding shipping matters.
Please note that our shipping policy may change at any time without notification.