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Frequently Asked Questions
Please see below for answers to common questions from customers
Order & Payment
How can I check my order details and payment status?
Your order details will be sent to you via email. If you create an account, you can also view your order history and payment status anytime on your account page.
I made a mistake with my order. Can I edit it?
If your order has not yet been shipped, we may be able to make changes. Please contact us as soon as possible at. acwellus@bnhcosmetics.co.kr with your order number and the details you would like to update.
If you used a discount code, you will need to request a new code, as the original one cannot be reused.
I would like to exchange some items.
Unfortunately, we do not offer exchanges at this time. The fastest way to get what you want is to return your item and place a new order once the return is accepted. Please contact acwellus@bnhcosmetics.co.kr to request a return.
Shipping
Which courier do you use?
After the order is completed, it will be shipped via UPS or USPS after a handling time of 1-2 days.
How long does shipping take?
It takes 3-7 days, depending on the shipping method.
My order shipped but I need to change the address.
We’re unable to change your shipping address or modify your order once it has been packed. Please double-check your address during checkout to avoid delivery issues.
Email requests for address changes cannot be guaranteed.
We are not responsible for lost or undelivered packages due to incorrect or incomplete shipping information provided at checkout.
Do you ship internationally?
No.acwell is a U.S.-based store and does not offer international shipping.
Return & Refund
How do I request a return or exchange?
You can request a return within 30 days of receiving your order by contacting us via our Contact Us Page.
How much is the return/exchange shipping fee?
Returns for Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, we’ll cover the return shipping cost. A full refund will be issued to your original payment method.
Returns Due to Change of Mind
If your return is due to a change of mind (e.g., no longer needed, not as expected), the customer is responsible for round-trip shipping costs:
- Orders that did not qualify for free shipping:
Only the return label fee will be deducted. The original shipping fee is not refundable. - Orders that qualified for free shipping:
Return label fee plus the original shipping fee will be deducted from your refund. - Return Label Fees:
-Continental U.S.: $6.99
-Alaska & Hawaii: $18 - Partial returns:
Return label fees apply based on your shipping region (see above).
Contact
Still have questions? We're happy to help! Please email us at acwellus@bnhcosmetics.co.kr and we will get back to you within 24 hours.