User Guide

How to join
Click on the [Sign up] link. By completing the membership subscription forms and agreeing to the privacy policy, the customer can immediately benefit from according services offered to members.
Members will not be required to re-enter their shipping or billing addresses every time they place an order and be eligible to participate in group purchase, auction and other discount events.
How to order

Order is processed as below :


*Single item order
Step 1: Search for products, select options and click on the “Buy now” button.
Step 2: Make sure you have selected right options, enter your billing and shipping addresses and select a payment method.
Step 3: Proceed with payment and complete the order procedure.


 *Multiple item order
Step 1: Search for products, select options and click on the “Add to cart” button.
Step 2: Proceed with shopping and add other products to your shopping cart.
Step 3: Make sure you have selected right options, enter your billing and shipping addresses and select a payment method. (Members are not required to re-enter their shipping information)
Step 4: Proceed with payment and complete the order procedure.
*Please provide precise order information and shipping address for faster and precise shipping.


Track order
Sign into the shopping mall website and click on “Track order” link in order to view your order history.|
*Click on the order number for detailed order information and shipping status.


Shopping cart
Sign into the shopping mall website and click on “Cart” link in order to view list of items added to your shopping cart

Payment Info
1. Payment via PayPal account : PayPal verified account is required.
2. Payment by credit or debit card via PayPal(Visa, Master, JCB, Amex etc.) : PayPal account is NOT required.
Shipping
  • Shippping Method : Parcel Service
  • Shipping Area : A Region.
  • Shipping Cost : Overseas Shipping: Shipment fee will be charged differently depending on the ordered items’ weight.
  • Shipping Time : 7 - 14 days
  • Shipping Guide : - Shipping method: EMS
    - Shipping Area: Worldwide
    - Delivery time: 7-10 business days from payment (Same day shipping is not available)

    Please take into consideration that some products may take additional time for delivery and processing.
    Important: Your order is shipped once your payment has been cleared. Please contact our customer service center if you would like to request an exchange or return on your order.

    - Shipping costs:

    1) EMS rates (automatically calculated)
    2) Shipping bound for the US, Canada, Australia, Japan, Hong Kong, China, Taiwan, Laos, Macao, Malaysia, Mongol, Myanmar, Vietnam, Singapore, Cambodia, Thai, and the Philippines:
    Free shipping for orders over 200 USD
    10 USD flat rate for orders from 100 to 200 USD
    20 USD flat rate for orders under 100 USD
    Shipping bound for other destinations: EMS rates are automatically calculated and charged


    - Customs and Duties

    The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and will not be re-shipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.
Returns/Exchanges

Please make sure you have selected right options(e.g. size, color and quantity) prior to completing the order.
Once the order is completed, it is assumed that the customer agreed on our exchange/refund policy.
Requests for exchange/refund are accepted only if the requests are made within 3 days of the date of receipt.
The shipping costs occurring from refund process are the responsibility of Sultang and we will make our best effort to process your request as soon as possible.


1. Requirements for exchange/refund request
Please take into consideration that Sultang accepts refund requests only and not exchange requests.


Eligible for refund
- Refund requests that are made within 24 hours of order placement and payment(applicable to orders under [Preparing for shipping] status only)
- Products that are out of stock
- Misdelivered orders
- Defective products
- Refund requests for the cases stated above are accepted only on condition that the products’ labels and tags are intact and products have not been tried on)


Ineligible for refund
- Refund requests due to the customer’s change of mind(size, color, etc.)
- Refund requests for the entire order which contains out-of-stock products
- Refund requests for shoes, purses, and accessories are not accepted
- Refund requests for products that have no tags or labels


2. Refund process
-Refund of out-of-stock products
*Single-product order : please post a refund request on our Refund request board.
Order number, product codes of the out-of-stock products, and the reason for the request are required.
*Multiple-product order : please post a refund request on our Refund request board AFTER you receive the rest of your order.
Order number, product codes of the out-of-stock products, and the reason for the request are required.
-Refund of mis-delivered or defective products
Please post a refund request including detailed pictures of mis-delievered or defective products
Order number, product codes of the out-of-stock products, and the reason for the request are required
Our customer service will shortly contact you upon checking on your request.


3. If you find any product(s) of your order missing in your parcel
-Please contact our customer services the VERY DAY you receive your parcel.(via telephone or, if unavailable, via our web board)
-Please make sure you keep your parcel intact, including all the contents and package(the box and plastic bags etc..)
In order for us to examine the case and take appropriate action, it is crucial that you follow the instruction above.

Refunds

 

For exchanges/refund, the customer is required to post an exchange/refund request on the “Q&A” board within 3 days from the date of receipt. The request is to include the reason for exchanges/refunds and the order number.

In case of exchange/refund request due to product defects or mis-delivery, detailed photos of the products are also required. Exchanges/refunds will be made shortly upon careful examination and confirmation on the reported defects.

Other

Store credits occurring from orders are to be available in 20 days from the date of receipt. For these 20 days the store credits are classified as Pending. Pending store credits are credits from incomplete orders in case there are order cancellations or returns.
Valid store credits(total credits - used credits - pending credits) are eligible for immediate use.

Condition of credit use
The customer may pay by store credit when the store credit balance within the account is $0 credits or more. The maximum credit the customer can use per purchase is 'No limit' of the total purchase amount.

Condition of credit lapse
Store credits that occurred from cancelled or returned order are to lapse. In case of account closing, the store credits within the account are to lapse. Store credits are to lapse in case that no credits occurred for three years or longer.

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