Frequently Asked Questions
Size
See size chart, measurement guide to find your size.
Shipping
See detailed information on shipping details including free Shipping, delivery countries, and shipping schedules.
Returns
Find out how to get a return, return costs, and etc.
Warranty
Discover more about warranty details, how to make a request, and our product care guide.
Order
Delivery
Returns
Size
Payment
Others
Can I track my order?
Yes, as soon as your product is dispatched from our logistics center, you will receive an email with the courier tracking number.
Can I cancel my order?
Once an order is confirmed, it cannot be cancelled. In this case, you will need to receive the product and return it according to our previously stated policy. If you need assistance, please contact our customer service team.
Where can I check the status of my order?
We send an order confirmation email, and you will receive additional emails whenever there is an update on your order's status.
What should I do if my product is damaged?
If you find any damage to the product upon delivery, please contact our customer service team.
How long does it take for my order to arrive?
All orders start shipping within 1-3 days after receiving the shipping confirmation.
- 3-5 business days (DHL Express Shipping)
*We strive to adhere to these shipping times.
However, please note that these are guidelines and not guarantees. Delays may occur due to courier issues, and we advise checking with the courier for exact delivery schedules.
To which countries do you deliver?
We support worldwide shipping through our partnership with DHL. Please enter your address to check if we deliver to your location.
Where are the products shipped from?
Our products are dispatched from our logistics warehouse in Korea. The designated courier will handle and deliver the items to customers.
Do you deliver to P.O. Boxes?
A signature is required upon delivery of the package. Therefore, we cannot deliver to P.O. Boxes.
I want to change my delivery after it has been dispatched.
Changes are not possible once the order has been processed in our system and the shipment has commenced. If a product is returned through the return process, we will process a refund. Please note that we are not responsible for shipping errors due to incorrect information provided.
What is your return policy?
Free returns are available within 14 days of receiving the product, and returned items must comply with our terms of purchase. Return requests must be made within 7 days of receiving the item, and the product must be returned within 7 days after receiving the return number. For more details, please check our return policy page.
How do I return an item?
Please check our return policy page for more details.
How much does it cost to return an item?
Please note that the cost of return shipping is the responsibility of the customer and will be deducted from the final refund amount. *Depending on the currency used for your payment, the equivalent amount in your currency will be applied based on the current exchange rate.
- 50 USD (DHL Express Shipping)
I'm not sure which size to choose.
Please refer to our size guide page.
Is size exchange available?
To minimize shipping errors, we do not offer any exchange services. If you need a different size or style, you must return the item and place a new order. Exchanges are only offered in exceptional cases where the product is defective.
Why was my payment declined?
If you received a notification that your credit/debit card or other payment method was declined, please contact your issuing bank or payment provider. If you need further assistance, please contact our customer service team.
Where can I find my invoice and tax information?
Taxes are included in the product price, and you can download the invoice directly from the shipping confirmation email for your order. Note: Once the order is processed, you cannot modify the entered details or issue a new invoice.
How can I contact?
Please reach out to us at support@epoch-x.com.
Our support team will respond within 24 hours from Monday to Friday, 9 AM to 4 PM KST (Korean Standard Time), in English or Korean. Response times may be longer during weekends and public holidays.
Are there any care instructions for the products?
Keep away from heat, direct sunlight, hairspray, soap, perfume, and other chemicals as they can cause discoloration or oxidation of metals. Also, be mindful of water and humidity; it's recommended not to store in bathrooms. To prevent damage, avoid collisions with hard surfaces. For detailed instructions, please refer to the care information enclosed with the product.