Online Consumer Questions

1. Can I get help if I have a question?

We are always ready to answer your questions about products and orders. Please contact us by phone or email, and we will assist you quickly and kindly.

2. How long does it take to receive a product after placing an order?

Products are shipped via air carrier. We cannot provide an exact delivery time as it varies greatly depending on the shipping region.

Typically, you can expect to receive your product within 2-3 weeks after it has been shipped. After about one month from the shipping date, products can be received anywhere in the world. However, delivery times may be longer due to special flight delays or customs issues.

If a product does not reach the customer within 30 days after arriving in your country of residence, it will be considered lost.

The main reason for this is often an incorrect shipping address. Please make sure to provide an accurate shipping address. If we incorrectly label the shipping address and send the product, we will issue a refund.

If a product does not reach the customer within 35 days of shipment, we will issue a refund, so if delivery is excessively delayed, please contact our customer service center.

3. Under what circumstances is free shipping not possible?

It is rare for free shipping to be unavailable. However, free shipping may not be possible in the following cases:

First, free shipping to a PO Box address is not possible.

Second, free shipping may not be possible if the total order weight exceeds the free shipping limit. (Special circumstances)

Third, it may not be available due to specific shipping regulations in some countries.

Fourth, free shipping may not be possible if the shipping carrier does not provide service to your address.

Fifth, some products may not be eligible for free shipping according to specific carrier regulations.

4. Are there any discounts or promotions on products?

Absolutely. We frequently offer discounts and promotions on our products. You can check directly in the [First Purchase] and [Discounts] menus above, or subscribe to our newsletter to receive information on discounts and promotions.

5. Where can I go for more information about the Hemorium store?

To see more shopping-related information, tap or click on [Customer Service] or [Hemorium] in the top menu.

6. Do you have an offline store? 

Our store is an international dropshipping store, so we do not have an offline presence. 

7. Is wholesale ordering possible?

Yes, it is. If you wish to place a wholesale order, please contact us in detail via our email [helper@hemorium.com] located in the customer center. We will provide you with the product seller's information so you can place a wholesale order.

8. Are there any discount codes currently available?

Yes, there are. If you go to [First Purchase] in the menu above, you will find a 10% discount code for first-time buyers. 

9. How can I communicate with customer service?

Go to [Customer Service] in the top menu. Or tap/click the [Phone Icon]. You can communicate with customer service by phone or email.

10. Do you offer express shipping services?

We do not use express shipping. We do not offer express shipping services because the express shipping fees are too expensive. However, delivery times for Europe and North America are short, so buyers can receive products within 2-3 weeks after purchase. 

11. Is international shipping available?

Yes, it is. Our store sells worldwide. Most products are shipped from Hong Kong. Some products can be shipped from the United States, United Kingdom, Germany, France, Australia, and Brazil. All products are shipped via a standard shipping system.

12. Which countries can you ship to?

Currently, most products can be shipped to North America and Europe. Some products can be shipped to Asia, Africa, South America, and Oceania. We will aim to enable worldwide shipping in the future.

13. Is free shipping available?

Yes, we offer free shipping on all items according to our free shipping policy.

14. What language is the shopping mall in? 

The default language is English. Currently, the shopping mall can be viewed in English and Korean, but we will expand the number of languages to 20.

15. What brands of products do you carry?

Due to the nature of dropshipping, we only handle product brands that can be transported by air. We do not handle heavy and bulky items that require sea transport. 

16. Where can I find contact information?

You can find this information by tapping or clicking [Customer Service], [Phone Icon], or [Hemorium] in the menu above.

17. Do you offer a gift service?

No. We do not offer a standardized gift service from our store. However, there are instances where sellers individually offer gifts. 

18. Is direct store pickup possible?

It is almost impossible. Direct store pickup may be possible if the seller and consumer are in the same country, such as a US consumer/US seller, UK consumer/UK seller, or Brazil consumer/Brazil seller. However, even if the seller and consumer are in the same country, direct store pickup is not possible if the distance between them is significant.  

19. What is your refund policy?

We refund for non-delivery if the consumer does not receive the ordered product.

1. If the product is lost during shipping, we will refund. - Non-delivery

2. If the product arrives in the destination country but delivery is not completed within 30 days due to an incorrect shipping address, we will refund. - Non-delivery (except when the shopper had submitted an incorrect address)

3. If the product does not reach the destination within 35 days after shipment - Non-delivery

20. Do you sell used items?

No. We only sell new products.

21. Can customers directly request and manage returns?

Yes, it is possible. However, if you wish to return a product, you must first communicate with our customer service center before submitting a return request. This is because there is a return approval process. 

22. Are there any shipping options or shipping policies?

There are no shipping options. Our store's shipping policy includes fast shipping, worldwide shipping (in the future), free shipping, and refunds for non-delivery.

23. Can I use accumulated points?

Of course, you can use them at checkout.

24. Is it directly operated by the owner?

Yes, that's correct. It is directly operated by the company representative.

25. What eco-friendly activities or sustainability policies do you implement? 

We encourage discounted orders for 3 items, bundled shipping, and bulk orders for multiple items to reduce packaging waste and the number of shipments, thereby reducing fuel consumption.