SHIPPING & RETURNS

THIS SHIPPING AND RETURNS POLICY APPLIES TO ALL ORDERS AND PURCHASES MADE THROUGH THE OFFICIAL SONGZIO ONLINE STORE AT GLOBAL.SONGZIO.COM, OPERATED BY SONGZIO INTERNATIONAL CO., LTD. (THE “COMPANY”).

BY PLACING AN ORDER THROUGH THIS WEBSITE, THE CUSTOMER IS DEEMED TO HAVE REVIEWED AND AGREED TO THE SHIPPING, RETURN, AND REFUND TERMS SET OUT IN THIS POLICY.

INTERNATIONAL PAYMENT, SHIPPING, AND RETURN SERVICES MAY BE PROVIDED THROUGH THE COMPANY’S GLOBAL E-COMMERCE PARTNER, GLOBAL-E.

SHIPPING AND ORDER PROCESSING

  • COURIER: DHL EXPRESS
  • ORDER PROCESSING TIME: 1–3 BUSINESS DAYS, EXCLUDING WEEKENDS AND PUBLIC HOLIDAYS IN THE REPUBLIC OF KOREA
  • ESTIMATED DELIVERY TIME: APPROXIMATELY 3–10 BUSINESS DAYS AFTER THE ORDER HAS BEEN PROCESSED
  • SHIPPING FEES: CALCULATED AT CHECKOUT BASED ON THE DESTINATION COUNTRY AND ORDER DETAILS
  • FREE SHIPPING: ELIGIBILITY AND APPLICABLE THRESHOLDS MAY VARY DEPENDING ON THE DESTINATION COUNTRY AND LOCAL CURRENCY. THE FINAL SHIPPING FEE WILL BE DISPLAYED AT CHECKOUT
  • DUTIES AND TAXES: APPLICABLE DUTIES AND TAXES ARE GENERALLY CALCULATED AND INCLUDED AT CHECKOUT

DELIVERY TIMES MAY VARY DEPENDING ON THE DESTINATION COUNTRY, CUSTOMS PROCEDURES, AND LOCAL COURIER CONDITIONS.

FOR CERTAIN COUNTRIES OR REGIONS, ADDITIONAL DUTIES, TAXES, OR FEES MAY APPLY UNDER LOCAL REGULATIONS OR SHIPPING CONDITIONS. THE FINAL AMOUNT DISPLAYED AT CHECKOUT WILL APPLY.

ORDER PROCESSING MAY BE DELAYED DUE TO HIGH ORDER VOLUMES, INSUFFICIENT INVENTORY, PAYMENT VERIFICATION, SYSTEM ERRORS, OR OTHER UNFORESEEN CIRCUMSTANCES. IN SUCH CASES, THE COMPANY OR ITS CUSTOMER SERVICE TEAM MAY CONTACT THE CUSTOMER DIRECTLY.

IF AN ITEM BECOMES UNAVAILABLE AFTER AN ORDER HAS BEEN PLACED DUE TO AN INVENTORY DISCREPANCY OR SYSTEM ISSUE, THE COMPANY MAY CANCEL THE AFFECTED ITEM OR ORDER. THE CUSTOMER WILL BE NOTIFIED, AND THE RELEVANT PAYMENT AMOUNT WILL BE REFUNDED.

ONCE AN ORDER HAS BEEN SHIPPED, A SHIPPING CONFIRMATION EMAIL CONTAINING THE TRACKING NUMBER WILL BE SENT TO THE EMAIL ADDRESS PROVIDED BY THE CUSTOMER AT THE TIME OF PURCHASE.

RETURNS

  • RETURN PERIOD: WITHIN SEVEN DAYS OF RECEIVING THE ORDER,
    UNLESS A LONGER PERIOD APPLIES UNDER GLOBAL-E’S TERMS OF SALE OR APPLICABLE MANDATORY LAW.

ALL RETURNED ITEMS MUST MEET THE FOLLOWING CONDITIONS:

  • THE ITEM MUST BE IN THE SAME CONDITION AS WHEN IT WAS DELIVERED
  • THE ITEM MUST NOT HAVE BEEN WORN, WASHED, ALTERED, OR USED
  • ALL ORIGINAL TAGS, LABELS, SECURITY DEVICES, AND AUTHENTICITY ELEMENTS MUST REMAIN ATTACHED AND UNDAMAGED
  • ALL COMPONENTS, ACCESSORIES, AND COMPLIMENTARY ITEMS MUST BE INCLUDED
  • THE ORIGINAL PACKAGING, INCLUDING BOXES, DUST BAGS, AND PROTECTIVE PACKAGING, MUST BE RETAINED

RETURNS MAY BE REFUSED WHERE:

  • THE RETURN REQUEST IS SUBMITTED AFTER THE APPLICABLE RETURN PERIOD
  • THE ITEM SHOWS SIGNS OF WEAR, WASHING, ALTERATION, OR USE
  • THE ITEM HAS BEEN DAMAGED, CONTAMINATED, OR DIMINISHED IN VALUE DUE TO THE CUSTOMER’S ACTIONS
  • THE ITEM CONTAINS PERFUME, COSMETICS, TOBACCO, FOOD, OR OTHER NOTICEABLE ODORS OR SUBSTANCES
  • ANY ORIGINAL TAG, LABEL, SECURITY DEVICE, OR AUTHENTICITY ELEMENT HAS BEEN REMOVED OR DAMAGED
  • ANY ORIGINAL PACKAGING, BOX, DUST BAG, ACCESSORY, OR COMPONENT IS MISSING OR DAMAGED
  • THE ITEM WAS SPECIALLY MANUFACTURED, PERSONALIZED, ENGRAVED, ALTERED, OR TAILORED AT THE CUSTOMER’S REQUEST
  • THE ITEM IS UNSUITABLE FOR RESALE FOR HYGIENE REASONS AND ITS SEALED PACKAGING HAS BEEN OPENED
  • THE ITEM WAS RETURNED WITHOUT PRIOR AUTHORIZATION

IF A RETURNED ITEM DOES NOT MEET THE CONDITIONS SET OUT ABOVE, THE REFUND MAY BE REFUSED.

THE COST OF SENDING THE ITEM BACK TO THE CUSTOMER MAY BE CHARGED TO THE CUSTOMER.

RETURNS ARE PROCESSED THROUGH THE GLOBAL-E RETURN SERVICE.

  • RETURN PERIOD: WITHIN SEVEN DAYS OF RECEIVING THE ORDER,
    UNLESS A LONGER PERIOD APPLIES UNDER GLOBAL-E’S TERMS OF SALE OR APPLICABLE MANDATORY LAW.
  • CUSTOMER SERVICE: SONGZIOOFFICIAL@SONGZIO.COM

CUSTOMERS MUST ENTER THEIR ORDER INFORMATION THROUGH THE RETURN PORTAL AND FOLLOW THE INSTRUCTIONS PROVIDED.

THE RETURN REQUEST SHOULD INCLUDE:

  • ORDER NUMBER
  • CUSTOMER’S NAME
  • NAME AND QUANTITY OF THE ITEM OR ITEMS BEING RETURNED
  • REASON FOR THE RETURN
  • PHOTOGRAPHS SHOWING ANY DEFECT, DAMAGE, OR INCORRECT ITEM, WHERE APPLICABLE

ONCE THE RETURN REQUEST HAS BEEN REVIEWED AND APPROVED, RETURN INSTRUCTIONS, THE APPLICABLE RETURN SHIPPING LABEL, AND ANY REQUIRED PROCEDURES WILL BE PROVIDED BY EMAIL.

AVAILABLE RETURN METHODS AND RETURN COSTS MAY VARY DEPENDING ON THE DESTINATION COUNTRY OR REGION.

ITEMS MUST NOT BE RETURNED BEFORE THE CUSTOMER HAS RECEIVED RETURN AUTHORIZATION AND INSTRUCTIONS.

ALL RETURNED ITEMS MUST PASS THE COMPANY’S INTERNAL INSPECTION BEFORE A REFUND CAN BE PROCESSED.

APPROVAL OF A RETURN REQUEST DOES NOT GUARANTEE A REFUND. IF THE RETURNED ITEM DOES NOT MEET THE CONDITIONS SET OUT IN THIS POLICY, THE REFUND MAY BE REFUSED.

WHERE A RETURN IS MADE DUE TO A CHANGE OF MIND, INCORRECT SIZE OR COLOR SELECTION, AN ORDERING MISTAKE, OR ANOTHER REASON ATTRIBUTABLE TO THE CUSTOMER, THE FOLLOWING COSTS MAY BE DEDUCTED FROM THE REFUND AMOUNT:

  • ORIGINAL SHIPPING FEES
  • RETURN SHIPPING FEES
  • DUTIES, TAXES, AND OTHER CHARGES INCURRED IN CONNECTION WITH THE RETURN
  • RETURN PROCESSING FEES CHARGED BY GLOBAL-E OR THE COURIER

FOR PARTIAL RETURNS, THE CUSTOMER WILL BE RESPONSIBLE FOR THE APPLICABLE RETURN SHIPPING COSTS.

IF A PARTIAL RETURN CAUSES THE ORIGINAL ORDER VALUE TO FALL BELOW THE APPLICABLE FREE-SHIPPING THRESHOLD, THE ORIGINAL SHIPPING FEE MAY ALSO BE DEDUCTED FROM THE REFUND AMOUNT.

THE COMPANY WILL BEAR REASONABLE RETURN SHIPPING COSTS WHERE THE RETURN IS CONFIRMED TO BE DUE TO THE COMPANY’S FAULT, INCLUDING:

  • DELIVERY OF AN ITEM DIFFERENT FROM THE ITEM ORDERED
  • DAMAGE OCCURRING DURING SHIPMENT
  • A MANUFACTURING DEFECT IDENTIFIED AT THE TIME OF DELIVERY
  • A DISCREPANCY BETWEEN THE QUANTITY ORDERED AND THE QUANTITY DELIVERED

IF A CUSTOMER USES A COURIER OR SHIPPING METHOD THAT HAS NOT BEEN APPROVED IN ADVANCE BY THE COMPANY, THE COMPANY MAY NOT REIMBURSE THE SHIPPING COSTS OR ANY ADDITIONAL EXPENSES INCURRED.

EXCHANGE

THE SONGZIO OFFICIAL ONLINE STORE DOES NOT OFFER DIRECT EXCHANGES FOR A DIFFERENT COLOR, SIZE, OR PRODUCT.

CUSTOMERS WISHING TO PURCHASE A DIFFERENT COLOR, SIZE, OR PRODUCT MUST:

  • SUBMIT A RETURN REQUEST FOR THE ORIGINAL ITEM
  • RETURN THE ORIGINAL ITEM IN ACCORDANCE WITH THE PROVIDED RETURN INSTRUCTIONS
  • PLACE A NEW ORDER FOR THE DESIRED COLOR, SIZE, OR PRODUCT

SUBMITTING A RETURN REQUEST OR WAITING FOR A REFUND DOES NOT RESERVE OR SECURE INVENTORY FOR ANOTHER COLOR, SIZE, OR PRODUCT.

CUSTOMERS MAY PLACE A NEW ORDER BEFORE THE ORIGINAL RETURN HAS BEEN COMPLETED TO REDUCE THE RISK OF THE DESIRED ITEM SELLING OUT.

THE NEW ORDER AND THE ORIGINAL RETURN WILL BE PROCESSED SEPARATELY.

A REFUND FOR THE ORIGINAL ITEM WILL ONLY BE PROCESSED AFTER THE RETURNED ITEM HAS BEEN RECEIVED, INSPECTED, AND APPROVED.

EVEN WHERE AN INCORRECT OR DEFECTIVE ITEM HAS BEEN RECEIVED, THE MATTER MAY BE HANDLED THROUGH A RETURN AND REFUND FOLLOWED BY A NEW ORDER, DEPENDING ON PRODUCT AVAILABILITY AND THE CIRCUMSTANCES OF THE ORDER.

DAMAGED OR INCORRECT ITEMS

CUSTOMERS SHOULD INSPECT THE EXTERNAL PACKAGING, CONTENTS, AND ORDER DETAILS IMMEDIATELY AFTER RECEIVING THE SHIPMENT.

IF AN ITEM IS MISSING, DAMAGED, DEFECTIVE, OR INCORRECTLY DELIVERED, THE CUSTOMER SHOULD CONTACT:

  • CUSTOMER SERVICE: SONGZIOOFFICIAL@SONGZIO.COM

THE CUSTOMER SHOULD PROVIDE THE ORDER NUMBER TOGETHER WITH THE FOLLOWING SUPPORTING MATERIALS:

  • A PHOTOGRAPH SHOWING ALL ITEMS RECEIVED
  • DETAILED PHOTOGRAPHS SHOWING THE DAMAGE OR DEFECT
  • PHOTOGRAPHS OF THE EXTERNAL AND INTERNAL PACKAGING
  • A PHOTOGRAPH OF THE SHIPPING LABEL
  • THE SHIPMENT TRACKING NUMBER
  • ANY OTHER INFORMATION REQUESTED BY THE COMPANY, COURIER, OR RELEVANT SERVICE PROVIDER

THE COMPANY MAY REVIEW THE MATTER TOGETHER WITH THE COURIER OR ANOTHER RELEVANT SERVICE PROVIDER.

IF THE ISSUE IS CONFIRMED TO BE ATTRIBUTABLE TO THE COMPANY, THE MATTER MAY BE RESOLVED THROUGH A REFUND, REPLACEMENT SHIPMENT, OR ANOTHER APPROPRIATE REMEDY.

DIRECT SIZE OR COLOR EXCHANGES ARE NOT AVAILABLE.

DEPENDING ON PRODUCT AVAILABILITY AND THE STATUS OF THE ORDER, THE CUSTOMER MAY BE REQUIRED TO RETURN THE ITEM FOR A REFUND AND PLACE A NEW ORDER.

CUSTOMERS MUST RETAIN THE ITEM AND ALL PACKAGING MATERIALS UNTIL THE REVIEW HAS BEEN COMPLETED.

REFUNDS

ONCE THE RETURNED ITEM HAS ARRIVED AT THE DESIGNATED RETURN LOCATION, THE COMPANY WILL INSPECT THE ITEM AND DETERMINE WHETHER IT MEETS THE APPLICABLE RETURN CONDITIONS.

THE CUSTOMER WILL BE NOTIFIED BY EMAIL ONCE THE INSPECTION HAS BEEN COMPLETED AND THE RETURN HAS BEEN APPROVED OR REJECTED.

IF THE REFUND IS APPROVED, THE REFUNDABLE AMOUNT, LESS ANY APPLICABLE RETURN SHIPPING COSTS, DUTIES, TAXES, OR OTHER DEDUCTIONS, WILL BE REFUNDED TO THE ORIGINAL PAYMENT METHOD USED FOR THE PURCHASE.

  • REFUND PROCESSING TIME: GENERALLY WITHIN 10 BUSINESS DAYS FROM THE DATE ON WHICH THE COMPANY APPROVES THE REFUND
  • REFUND INQUIRIES: SONGZIOOFFICIAL@SONGZIO.COM

THE TIME REQUIRED FOR THE REFUNDED AMOUNT TO APPEAR IN THE CUSTOMER’S ACCOUNT OR CARD STATEMENT MAY VARY DEPENDING ON THE CARD ISSUER, BANK, PAYMENT SERVICE PROVIDER, AND COUNTRY.

ANY DIFFERENCE IN EXCHANGE RATES BETWEEN THE DATE OF PURCHASE AND THE DATE OF REFUND, FOREIGN TRANSACTION FEES CHARGED BY THE CARD ISSUER, OR FEES CHARGED BY A FINANCIAL INSTITUTION MAY NOT BE REFUNDABLE BY THE COMPANY.

IF MORE THAN 15 BUSINESS DAYS HAVE PASSED SINCE THE CUSTOMER RECEIVED CONFIRMATION THAT THE REFUND WAS APPROVED AND THE REFUND HAS NOT BEEN RECEIVED, THE CUSTOMER SHOULD CONTACT CUSTOMER SERVICE.

SHIPPING AND RETURN DELAYS

THE COMPANY WILL MAKE REASONABLE EFFORTS TO PROCESS SHIPMENTS AND RETURNS WITHIN THE ESTIMATED PERIODS.

HOWEVER, SHIPPING OR RETURN PROCESSING MAY BE DELAYED DUE TO CIRCUMSTANCES BEYOND THE COMPANY’S REASONABLE CONTROL, INCLUDING:

  • NATURAL DISASTERS AND OTHER ACTS OF GOD
  • WAR, TERRORISM, CIVIL UNREST, OR SOCIAL DISRUPTION
  • STRIKES OR TRANSPORTATION NETWORK INTERRUPTIONS
  • CUSTOMS INSPECTIONS OR CUSTOMS CLEARANCE DELAYS
  • IMPORT RESTRICTIONS OR CHANGES IN APPLICABLE LAWS AND REGULATIONS
  • CIRCUMSTANCES AFFECTING LOCAL COURIERS OR LOGISTICS PROVIDERS
  • FLIGHT DELAYS OR CANCELLATIONS
  • INCORRECT OR INCOMPLETE SHIPPING INFORMATION PROVIDED BY THE CUSTOMER
  • OTHER EVENTS OF FORCE MAJEURE

TO THE EXTENT PERMITTED BY APPLICABLE LAW, THE COMPANY’S LIABILITY FOR DELAYS CAUSED BY SUCH CIRCUMSTANCES MAY BE LIMITED.

CHANGES TO THIS POLICY

THE COMPANY MAY AMEND THIS SHIPPING AND RETURNS POLICY TO REFLECT CHANGES IN APPLICABLE LAWS, SHIPPING CONDITIONS, GLOBAL-E SERVICE TERMS, OR THE COMPANY’S OPERATING POLICIES.

ANY REVISED POLICY WILL TAKE EFFECT UPON PUBLICATION ON THE OFFICIAL SONGZIO ONLINE STORE, UNLESS OTHERWISE REQUIRED BY APPLICABLE LAW.

THIS SHIPPING AND RETURNS POLICY WAS LAST UPDATED IN JULY 2026.