If you need to make changes to your order, we recommend canceling the original order and placing a new one for the fastest processing. If you used a discount code, it cannot be reused automatically. Please contact our Customer Service Team to request a new code.

For larger or more complex orders that are difficult to cancel, our team may be able to assist with manual edits. However, due to the time difference, please note that we are unable to process such requests during our non-operating hours:
🕑 02:00 – 18:00 PST (U.S. Pacific Time)

We appreciate your understanding!

No changes after tracking is issued: Once a TRACKING CODE has been generated, we are unable to make any modifications to your order.

Product swaps or additions: Unfortunately, we cannot add or exchange products in your order, even if the tracking code has not yet been issued.

Product removals: If you need to remove an item, this may be possible before the tracking code is updated. Please reach out to our Customer Service Team through the CONTACT US page as soon as possible.

You can only cancel an order before it has been shipped. Once the tracking number is issued, we are unable to cancel the order or provide a refund.

To check your order status and request cancellation:

1. Log in to your neaf neaf account and go to My Account.
2. Select the Orders & Payments section.
3. Alternatively, find your order confirmation email, click View Your Order, and choose Cancel if the option is available.

After cancellation, refunds may take 1–7 business days to appear in your account. If you don’t see the refund after this period, please contact your bank or credit card company to check for any pending transactions.

You can check your order status using one of the following methods:

1. Log in to your neaf neaf account: Go to My Account > Order to view your order details.
2. Check your order confirmation email: We send an order confirmation after purchase. If you don’t see it in your inbox, please check your spam or junk folder.

If you need further assistance, please contact our Customer Service Team. We’re here to help!

We apologize for any confusion this may have caused.

Please note that free gifts are offered for orders that meet a minimum purchase amount (in USD, flat rate). This minimum is calculated after applying any discounts but before shipping fees or taxes.

Sometimes, your order may initially qualify for a free gift and it will show in your cart. However, if you apply an additional discount at checkout that lowers your total below the required amount, the free gift will be automatically removed after your order is placed.

Since our system may not update this change immediately, it can cause some confusion. We appreciate your understanding!

We apologize for any confusion this may have caused.

PayPal uses a process called “pre-authorization” to verify payments. When you place an order, PayPal temporarily holds the payment amount as a pending charge while they review and approve the transaction. This can result in seeing two charges:

• The first charge is the actual payment.
• The second charge is a temporary hold and will be automatically refunded once the payment is approved.

Please note that this process is controlled by PayPal and is outside of our control.

We kindly ask for your patience as the refund for the temporary charge usually takes a few hours to a few days to process. If you do not receive the refund within 30 days, please contact us so we can assist you further.

Thank you for your understanding!

We accept payments via MasterCard, Visa, PayPal, and UnionPay.

Please note that only one payment method can be used per order.

Here are some common reasons why your payment might not have gone through:

1. Our system may not accept credit cards not issued in your name. If possible, please use a card issued under your name.
2. If your card is issued in a different country than your current residence, the payment might be declined. We recommend using a card issued in your country of residence.
3. It could be a temporary technical issue. Please try placing your order again after some time.

If you continue to experience problems, please contact our Customer Service Team via the contact form on our website. Providing the error code you received will help us assist you faster.

You can view the tracking information by logging into your account and checking your order history. If your tracking number hasn’t been uploaded within that time frame, please reach out to our Customer Care Team through our CONTACT US Form — we’re here to help!

For customers in the United States, a flat shipping fee of $6.99 applies. Please note that shipping costs may vary for certain regions like Hawaii or Alaska. Enjoy free shipping on all U.S. orders over $60!

Our warehouse begins processing orders daily at 8:00 a.m. (PST) from Seoul, Korea.

Once your order has been shipped, you’ll receive a shipping confirmation email with your tracking number included.

There are a few common reasons your order may be placed on hold.

• Incorrect Email Address
  If you did not receive an order confirmation email shortly after placing your order, your email address may have been entered incorrectly. This can prevent important updates from reaching you.
• Missing Full Name or Phone Number
  Orders may be held if the full legal name or contact number is incomplete or missing.
• PO Box or Military Address
  Unfortunately, we are unable to deliver to PO Boxes or military addresses. Please use a standard residential or business address.

Invalid Address or Missing Postal CodeAn incorrect or incomplete address (such as a missing postal code) can cause delivery delays or order holds.

So, What Happens Next?

In most cases, our Customer Service Team will reach out to resolve the issue as quickly as possible. However, messages may sometimes fail to reach you due to

• A full inbox
• An invalid email address
• Messages landing in your spam or junk folder

If you suspect your order is on hold or you haven’t heard from us, please CONTACT US as soon as possible.

If your tracking information shows that your package has been delivered but you haven’t received it, please contact our Customer Care Team as soon as possible. You can reach us through the CONTACT US page located at the bottom of the website.

Before reaching out, we recommend

• Checking around your delivery location (mailbox, front desk, neighbors, etc.)
• Verifying that the shipping address entered was accurate and complete

Please note: neaf neaf is not responsible for packages lost due to incorrect or incomplete shipping addresses provided by the customer.

We're here to help — let us know right away so we can look into it with you!

If you receive a damaged or incorrect item, please contact our Customer Service Team through our CONTACT US form and include a photo of the item in question.

Once we review the case and confirm the issue, we’ll be happy to assist you with a replacement or other appropriate solution.

If your order is incomplete or contains an item you did not order, please contact our Customer Service Team through the CONTACT US page at the bottom of our website. Kindly include a photo of all the items you received so we can investigate the issue with our warehouse team.

Important: In some cases, we may need to retrieve the package for inspection. Please do not open or use the products and keep them in their original condition until the issue is resolved.

We’ll get back to you as soon as possible to make things right.

If you realize that your shipping address is incorrect, please contact our Customer Service Team immediately at help@aj-look.com.

Important: If your order has already been processed or shipped, we may not be able to make changes on our end.

In such cases, you can try contacting the courier service (DHL) directly to request an address update. Please note that any additional fees for address changes will be the customer’s responsibility.

To initiate a return, please visit our Return & Refund page and follow the provided instructions.

• Returns requested more than 14 days after receiving your order may not be accepted.

A restocking fee may apply depending on the condition of the returned item and the reason for return.If you have any questions during the process, feel free to reach out to our Customer Service Team — we’re happy to assist!

Refund processing times vary depending on your payment provider and card issuer. While we promptly process refunds on our end, it may take additional time for the third party to complete the approval and post the refund to your account.

If you have not received your refund within 2 weeks of our confirmation, please contact your card issuer or payment provider directly for an update.

We do not reship or refund orders that become undeliverable due to incorrect shipping information provided by the customer.

If your tracking number has already been issued, any changes to the shipping address, postal code, or contact details must be arranged directly with your local postal service or courier. Additional fees may apply, and these costs will be the responsibility of the recipient.

If the tracking number has not yet been issued, you may contact our Customer Service team to request an address change. However, due to high request volumes, processing may be delayed.

To avoid delays or issues, we recommend canceling the order and placing a new one with the correct shipping details if changes are necessary.

Customers are responsible for any customs duties, import taxes, or additional fees imposed by their local government or customs authority. These charges vary by country and are not included in the product or shipping prices.

If you refuse to pay customs duties or import taxes, and the package is returned to us, a refund will be issued minus the original shipping cost. We strongly encourage customers to review local import regulations before placing an international order.

Customers are responsible for any customs duties, taxes, or import fees charged by the destination country. These charges are not included in the product or shipping prices and may vary depending on local regulations.Please check with your local customs office for more information before placing your order.