- Shipping / Order
Q. I would like to return the items that I purchased.
A. In order to return any items, you must comply with the following.
- Return requests should be done within 14 days from the day of arrival.
- The items must be sealed, unused, and in the same condition that you received them.
- You’ll also need the receipt or proof of purchase.
- You must inform the customer service about the return in advance, and receive confirmation.
The return process is as follows:
1. Once your return request is confirmed, you will receive a return label and instruction via email. (Customer service email: entropy@hypercape.com)
2. Please attach the return label and send the package to the courier center you received it from.
3. The refund will be processed once the package is returned and inspected by our warehouse, and they have confirmed that there are no issues found.
4. If the return is based on change of mind (ex. no longer need, not expected product), the customer is responsible for the round shipping fee.
If you have any questions about trturning, please contact our customer service. "entropy@hypercape.com"
Q. I would like to exchange some items.
A. Unfortunately, we are not offering exchanges at the moment. Please contact the customer service to request a return, or place a new order.
Q. What is the Period After Opening (PAO) date of Entropy Makeup's products?
A. The Period After Opening is generally 12 months for our products.
Q. What forms of payment do you accept?
A. Currently we only accept paypal.
Please note that you do not have to be a member of paypal in order to use it. You may check out as a guest and still pay with your debit/credit card.
- Return & Exchange
Q. When will my order ship out?
A. Your order will ship out within 2-3 business days.
Q. What courier do you use, and how long does it take to arrive?
A. We use K-Packet and and Fedex. For delivery time please check "Shipping Policy" below.
Q. What is the shipping cost? and which countries do you ship to?
A. Please check "Shipping Policy"
Q. Tracking shows that my package was delivered but I have not received it.
A. If you have not received your package, please reach out to the customer service as soon as possible. To contact our customer service center, please contact to "entropy@hypercape.com"
However, please keep in mind that the customer is responsible for the missing package if it was not delivered correctly due to the incorrect address provided.
Q. How can i track my order?
A. You will receive a shipping confirmation email when the order ships out. Refer to the tracking number you received in the email.
You can visit our courier's website below.
For your reference, we use K-Packet and and Fedex as our shipping courier service.
K-Packet: https://www.koreapost.go.kr/
Fedex: https://www.fedex.com/en-us/tracking.html
Q. My package arrived with something damaged.
A. We truly apologize for the issue. In this case, please provide three pictures at entropy@hypercape.com as guided below:
1) A picture of the exterior packaging, with the tracking number showing on the shipping label.
2) A picture of all the items inside the original packaging.
3) A picture of the actual item that was damaged.
Please note that compensation may not be offered if the aforementioned pictures are not provided. Make sure to take the pictures first, and then discard the packaging. We appreciate your cooperation on this matter.
Q. I am missing an item or received a product that i did not order.
A. Please contact our customer service and provide a picture of all the items that you received.
We will get back to you as soon as possible, after checking with the warehouse.
Q. Who is reponsible for customs and taxes?
A. Customs and Duty tax is responsible by buyers. For accurate information and estimation of import taxes, please check your country’s customs.
- Product & Payment
Q. What is the Period After Opening (PAO) date of Entropy Makeup's products?
A. The Period After Opening is generally 12 months for our products.
Q. What forms of payment do you accept?
A. Currently we only accept paypal.
Please note that you do not have to be a member of paypal in order to use it. You may check out as a guest and still pay with your debit/credit card.