● Information on Shipping Expenses
- The Cookie Run Store ships both domestically and internationally.
- Shipping expenses vary by region and product. Shipping is based on the weight and volume of the product. You can check the shipping expenses according to region during check-out.
- Domestic orders exceeding 20,000 KRW are eligible for free shipping.
- The shipping expenses and list of eligible countries can change without prior notice, so please check during check-out.
● Cancellation/Return/Exchange Period
- Canceling an order is only possible during the "Order complete" stage, via the My Page > Orders/Shipments page. Orders in the "Preparing shipment" or "Shipping" stages are not eligible for cancellation, and will instead require a return request.
- Orders are only eligible for returns and exchanges within 14 days of completion of the delivery. However, should the product not match the description, advertisement, and/or the contents of the contract, applying for returns or exchanges must be made within 3 months of completion of the delivery, or within 30 days of being able to know of this fact.
- When returning a product containing in-game redeemable coupons, please keep in mind that any in-game rewards gained through said coupons will be revoked. (Enter your game MID in the return application form.)
- Applying for a product exchange is only possible for products that are damaged, defective, and/or products that do not match the order placed (wrong deliveries).
● Return Costs
- Please note that return requests due to a simple change of heart may result in additional shipping expenses due to the return procedure. (Incurred shipping expenses will be deducted from the refund amount.)
- Orders containing 2 or more products might be shipped in separate boxes, and as such might incur shipping fees on a per-product basis when returning due to change of heart.
- If a return is being made due to the product being damaged, defective, or the delivery was made in error, the Cookie Run Store will cover incurred shipping expenses.
● Important Information About Returns
Please note that returns must include all tags and the packaging in the same condition as when the product was first received. Returns may not be made in the following cases:
- Orders that have passed 14 days from the date of receiving the product.
- The product's packaging has been opened and/or has signs of use.
- The product has been lost, damaged, or destroyed due to customer's negligence.
- The product has been intentionally damaged.
- The returned product does not contain all the original components.
- The product contains copyable in-game rewards or similar products, and the packaging has been damaged.
● How to Apply for a Return
- Please submit a request at My Page > Settings > Support > 1:1 Inquiry > Products & Shipping.
- Please inform us of your order number, details about the package's return, and provide photographs, etc. in your request.(If the product contains game coupons, you will need to provide your MID in the application.)
- If the request is not approved, the refund application can be denied for that order.
● Refund Process
Orders that have been cancelled or returned will have their payments repaid through the same payment method as the order was initially made in, within 3 to 7 business days.
In the case of payments made via PayPal, this process may take up to 30 days.
● Information on Funding
- Funding refers to a payment made in advance to help fund a product that is currently in production. Delivery will proceed once production has been completed.
- The payment for funding products proceeds exactly like regular orders and are processed immediately upon order. Funding payments can be canceled at any time prior to the end of the funding period.
- Funding orders cannot be canceled once the funding period has ended and the production procedure begins.
- Please note that exchanges are only valid for damaged and/or defective products.
- Due to the nature of funding products, the end product might differ in design from the initial concept due to various reasons such as design improvements. Announcements will be made on beforehand in the case of any such changes.
- If a product does not meet its funding goal before the end of the funding period, the production of the product, as well as any orders, are canceled.
- Please read through the details of the product carefully before ordering.
● Information on Shipping Expenses
Shipping expenses vary by region and product. Shipping is based on the weight and volume of the product.
You can check the shipping expenses according to region during check-out.
● How to Apply for an Exchange
- Submit a request via Support > 1:1 Inquiry.
- Please inform us of your order number, details about the package's return, and provide photographs, etc. in your request.
- Further information on the exchange procedure will be provided once the request has been approved.
- Products returned without submitting a request to our Support Team may be ineligible for exchanges.
● Exchange Period
Exchange requests for damaged and/or defective merchandise must be submitted within 14 days of receiving the product.
● Exchange Costs
Exchanges being made due to the product being damaged, defective, or if the delivery was made in error, the Cookie Run Store will cover incurred shipping expenses.
● Important Information on Exchanges
- Due to the nature of funded products, requests for refunds due to a simple change of mind cannot be processed.
- If the delivered product is damaged and/or defective, you can request for a return within 14 days of receiving the shipment.