Returns and Damage Policy

At Terra Seoul, we take pride in the careful curation and secure packaging of every item—whether handcrafted ceramics, metalwork, textiles, or paper goods. We understand that issues may occasionally arise, and we are committed to making your returns or damage claims as smooth and transparent as possible.

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Inspection Period

• Inspect your items immediately upon delivery

• Report any damage within 48 hours of delivery

• Claims submitted after 48 hours may not be eligible for compensation

How to Report Damage

1. Take clear photos of:

   • The damaged item(s)

   • Original packaging

   • Shipping box and any visible external damage

2. Email info@terraseoul.store with:

   • Your order number

   • Photos of damage

   • Brief description of the issue

   • Best contact number

Our Response

• We will review your claim within 1 business day

• Upon verification, we will provide:

  • A prepaid return shipping label

  • Instructions for secure packaging

  • Your choice of replacement or refund

Return Eligibility

• 14-day return window from delivery date

• Items must be:

  • Unused

  • In original packaging

  • In resalable condition

  • Accompanied by original receipt/proof of purchase

Non-Returnable Items

• Custom or personalized orders

• Sale or clearance items

• Items marked as final sale

• Items damaged due to misuse, improper care, or not following product care instructions

Return Process

1. Request Return:

   • Email info@terraseoul.store

   • Include order number and reason for return

   • Attach photos of the item(s)

2. After Approval:

   • Receive return authorization number

   • Get return shipping instructions

   • Package item(s) securely

3. Shipping:

   • Use original or similar protective packaging

   • Include return authorization number

   • Customer is responsible for return shipping costs

   • We recommend tracking and insurance

Refund Process

• Refunds are processed within 5-7 business days of receiving the return

• Original payment method will be refunded

• Shipping costs are non-refundable unless:

  • Item arrived damaged

  • We shipped incorrect item

  • Item is defective

• Exchanges are processed as a return and new purchase

• Use your refund to purchase the desired item

• Original shipping fees are non-refundable

• Price differences will apply

If your package arrives visibly damaged:

• Take photos before opening

• Document any internal damage

• Keep all packaging materials

• Contact us immediately

• We'll work with shipping carrier for claim

• Valid for 12 months from issue date

• Can be used on any regular-priced items

• Non-transferable

• Cannot be converted to cash

• We reserve the right to deny returns that don't meet our criteria

• Multiple returns from the same customer may be subject to review

• This policy may be updated without prior notice

• Special holiday return periods will be announced separately

​Questions?
We're here to help. Please contact our customer service team at info@terraseoul.store for any questions or concerns.