Refund policy

Thank you for shopping with Bias Shop. We're committed to making sure every order reaches you in perfect condition. Please read our policy carefully before reaching out to our team: global-commerce@darewalk.com.

Order Cancellations

You may request to cancel an order, or any item in it, until it has been shipped.

  • Request cancellation from the order status page in your customer account, or email us at global-commerce@darewalk.com with your order number.
  • Each request is reviewed by our team. Once approved, the cancelled amount will be refunded to your original payment method.
  • Orders that have already been shipped cannot be cancelled. Please follow the return procedure below instead.

Damaged Items

  • Contact us with your order number, a photo of the damaged item(s), and — if possible — a photo of the parcel as it arrived.
  • Refunds for damaged items are assessed case by case based on the extent of the damage.
  • We are unable to reship or replace individual damaged items.

Missing Items

  • Contact us with your order number and a photo of everything you received, including the packing slip and — if possible — the parcel box.
  • Without a photo of the packing slip it may not be possible to verify the missing item and process a refund.
  • We are unable to reship or replace missing items.

Returns

Return requests must be submitted within the following period, counted from the delivery date:

  • Orders delivered to Japan: within 7 days
  • Orders delivered to all other countries and regions: within 30 days
  • Request a return from the order status page in your customer account, or email us at global-commerce@darewalk.com with your order number and reason for return.
  • We will review your request and confirm whether it is eligible.
  • Once approved, ship the item back and share the tracking number with us within 7 days.
  • Items must be returned in their original, unopened, unused, and unmarked condition in original packaging. Items that do not meet this requirement will be rejected.

Exchanges

Exchanges are available for items that are unopened and unused, within the same period as returns (within 7 days of delivery for orders delivered to Japan; within 30 days for all other countries and regions).

  • Email us at global-commerce@darewalk.com with your order number to request an exchange.
  • We will review your request and confirm whether the exchange is possible.
  • Customers are responsible for the shipping costs in both directions: the return shipment to us and the shipment of the exchange item to you.
  • Damaged or missing items are not eligible for exchange, as described above.

Items Not Eligible for Return or Refund

  • Items reported after the return period above has passed (7 days for Japan, 30 days for all other countries and regions, counted from the delivery date)
  • Items showing any signs of use or opening
  • Items that have been intentionally damaged
  • Items returned without prior approval or after a return request was denied
  • Packages refused at delivery, returned due to unpaid customs duties, or unclaimed at the local post office

Customs and Import Charges

Import duties and taxes are the responsibility of the recipient and are not refundable under any circumstances. If a package is refused or returned due to unpaid customs charges, we are unable to issue a refund for the shipping cost, and any return shipping fees incurred will be deducted from the refund amount.

Return Shipping Costs

Customers are responsible for all return shipping costs, including international shipping fees and any customs charges incurred on the return. Please note that international return shipping from your country to South Korea may cost more than the item value.

Refund Options

Once your return is received and processed, a refund will be issued within 14 business days. Original Payment Method

  • Refunded to the payment method used at checkout.
  • Processing time: 2–14 business days depending on your provider.
Please note: If the return is due to a change of mind or a customer error, the refund will be issued minus the original shipping cost — even if your order qualified for free shipping, as we still incur the carrier fee. If the shipping cost exceeds the item value, the difference will need to be settled separately. 

Allergic Reactions & Skin Sensitivity

We are unable to offer returns or refunds for adverse skin reactions or allergies. We strongly encourage all customers to review the full ingredient list of each product before purchasing. The full ingredient list for each product is available on the product page under "Specific Item Info."

Lost or Undelivered Shipment

Shipping methods differ in tracking detail and carrier liability. The level of protection for your order depends on the method selected at checkout.

If your package has not arrived within 30 days of dispatch and tracking shows no delivery, please contact us. We will file an inquiry with the carrier on your behalf.

Where the carrier confirms the loss and accepts liability, we will issue a refund or arrange a replacement. Where the carrier declines liability, or where tracking shows the package as delivered, we are unable to issue a refund.

Compensation is limited to the carrier's declared liability for the shipping method used, which may be less than the value of your order. For orders where full coverage is important, we recommend selecting an express shipping method at checkout. 

Lost Return Shipments

Bias Shop is not responsible for items lost in transit during a return. Please use a trackable shipping service and share the tracking number with us.

Return Address

The return address will be provided by email once your return request is approved. Please do not ship items back before receiving approval and the address — unapproved returns cannot be processed or refunded.

Discretion notice

All returns and refunds are subject to review and approval by Bias Shop. We reserve the right to decline requests that do not meet the conditions outlined in this policy.