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FAQS

FAQs

Products

How can I find the products I am looking for on the website?
You can find the product by searching keyword or by navigating category of product.
What are the ingredients in your product?
You can see the information on the product description page.
How come we cannot buy some products that are already issued in Korea?
Please kindly understand even there are some products available in Korea, product issue schedule can be different among regions due to their own export, custom policy, and shipping schedule.
Can I purchase products on the website?
Currently our website only allows you to browse through our product selection. Have a look around and create your shopping list before you visit us in store!

Returns or Exchanges

Can I return or exchange my purchase?
In light of COVID-19, we have implemented proactive measures to keep our customers and employees safe and healthy.
All returns or exchanges are subject to Store Management discretion.

Please understand that products purchased from other countries will not be processed in Canada. If you purchase innisfree products from an unauthorized retailer or source, we regret that we cannot offer you an exchange or refund or assist you with any problems you may encounter.
What’s your return policy?
If you still have your original receipt, refunds and exchanges can be made within 30 days from the original date of purchase in store.

Items purchased must be returned or exchanged at the same location with the original receipt.

You will be refunded in full to your original form of payment and in the same tender the purchase was paid in.

*Please note that the personal information provided is required in order to process the refund and is used for the auditing purposes and to ensure customer satisfaction. All returns are subject to validation and approval at innisfree’s discretion. Any gift you received with purchase or through a promotional giveaway issued in your original purchase should accompany the return.

If you are enrolled in the innisfree Rewards program, your rewards and points will be deducted after the refund transaction is processed.
What happens if I lost my receipt?
If you’ve misplaced your receipt, the return can be processed at our discretion at the last lowest sale price for store credit within 30 days from the original date of purchase. If you would like to do an exchange, you can for the same product or a product of equal value.

*innisfree Canada reserves the right to request valid identification prior to accepting merchandise for a return.
Returns without a receipt or that cannot otherwise be verified are at innisfree’s discretion and, will require a valid government issued photo ID that will be manually recorded at the time of the return. innisfree Canada reserves the right to limit or refuse to accept the return of certain merchandise at any time and for any reason. Any gift with purchase or item received during promotional giveaway that was issued in original purchase, should accompany the return.

innisfree Rewards will be deducted automatically from the account associated with the purchase.
Please note innisfree does not offer refund/exchange for any third party vendor. All items must be purchased from the certified innisfree Canada stores.

Settings & Security

Will my emails or inquiries always be answered?
We will try our best to respond to your inquiries on the day that we receive them within 2 days. However, responses may be delayed on Friday afternoons, Mondays, or when we receive a lot of inquiries.
I cannot access the website due to a temporary error that appears on the screen.
It may be a temporary problem. Try it again after a while. If the problem continues, please contact us.
How can I reset my location/language?
Yes, you can reset your location/language by clicking the button at the top-right corner of the screen.

Store

Can I still use my Chinese New Year Voucher? 
We have extended the usage period for this coupon until August 31st 2020. So feel free to use your voucher until then at any of our locations. 
Can I use my birthday voucher if the month has already passed? 
Yes, if you had a birthday during our store closure, we will be happy to honor your voucher when you visit our store.
Where can I buy innisfree products?
You can find the store location by clicking "FIND A STORE" button at the bottom of the screen. As of right now our products are only available for purchase through our retail stores. Products sold by third party vendors have not been authorized by us and we cannot verify for their authenticity.

My INNISFREE Rewards (Account Registration & Sign In)

Sign Up
Anyone can become a member of innisfree, with just an email address! After you click SIGN IN on the innisfree homepage, fill in the required information.
Update your Profile
After Sign-in, you can change your information at any time on the “My Account” page by clicking the “Edit Information” button. *Your birthday date can be changed only once.
I forgot my password, how do I log in?
Click "Forgot Your Password?" on “Sign in” page. You will be asked for your login email address and a new password will be emailed to you shortly.
How do I delete my account?
You can delete your account on the “My Account” page by clicking “Termination of Membership Account”.

Have questions? The Innisfree Customer Service Team is happy to help! EMAIL US