ORDERS AND SHIPPING
Where do you ship?
We currently ship within the Philippines.
How long does delivery take?
Metro Manila: 2–4 working days
Rest of Luzon: 5–8 working days
Visayas: 7–12 working days
Mindanao: 7–12 working days
Remote islands and hard-to-reach areas: 12–20 working days
Please note that delivery timelines may vary depending on courier cut-off, holidays, weather conditions, ferry or air cargo availability, failed delivery attempts, and serviceability of the destination area.
Standard delivery timelines shown at checkout are estimates only and are not guaranteed delivery dates.
My package is delayed. What should I do?
Please email customer service with your order number. While courier delays may be outside our control, we will do our best to assist with tracking and follow-up with the shipping partner.
Who is responsible for shipping delays?
Once an order has been handed over to the courier partner, delivery may be affected by third-party operational issues, weather, peak-season congestion, address problems, or force majeure events. We do not guarantee exact arrival dates, but we will help document and escalate delivery concerns when needed.
PRODUCT AND USE
Are Dear Ohneul products suitable for all skin types?
Skin responses vary from person to person. Customers should review the ingredient list carefully and patch test before first use, especially if they have sensitive or reactive skin.
Can I return a product if it did not suit my skin?
Because skincare is personal and hygiene-sensitive, returns for used or opened items due to skin compatibility, preference, texture, scent, or change of mind are generally not accepted. If there is a possible defect or quality issue, the case may still be reviewed.
What should I do if I experience irritation or an adverse skin reaction?
Please stop using the product immediately and email customer service with the order number, product name, batch or lot number if available, photos, and a short description of the concern. Additional information may be requested for review.
RETURNS, REFUNDS,
AND EXCHANGES
What items are eligible for return or exchange?
Wrong item received, missing item, item damaged due to shipping, or item with a verified defect or quality issue.
How many days do I have to report an issue?
Customers must email within 7 calendar days from the date marked delivered by the courier.
What proof do I need to submit?
Order number, clear photos of the item, photos of the outer packaging and shipping label, a description of the issue, and an unboxing video if available.
Is an unboxing video required?
An unboxing video is highly recommended because it helps validate damage, missing items, or packing concerns more quickly. Some claims may still be reviewed based on other supporting evidence.
Do you accept change-of-mind returns?
No. For hygiene, safety, and product integrity reasons, change-of-mind returns and exchanges are not accepted.
Will shipping fees be refunded?
Original shipping fees are generally non-refundable unless the return or replacement is due to a verified fulfillment error or an approved damaged or defective item claim.