FAQs

My Account

Anyone can become a member of innisfree, with just an email address! You can also use your Facebook or Google account to sign up. After you click SIGN IN on the innisfree homepage, fill in the required information. Happy shopping!

At the bottom of any innisfree.com page you can enter your email in the ‘Sign Up For Email’ box then hit the “GO” button and you’re all set!

On the sign-in screen, click 'Forgot your password?'. With validation e-mail, you can reset your password.

After you sign-in, you can change your information on the “My Account” page by clicking the “edit” button.

”My innisfree Rewards” members are eligible for various benefits including: Welcome kit, Birthday kit, VIP kit, and more! Please check out our “My innisfree Rewards” page for the full list of benefits.

To receive a Birthday kit code, please contact support@innisfree.zendesk.com before placing your order. Birthday Kits are only eligible for Green VIP members.

When you want to use your points on a purchase, simply follow these steps:
1. In secure checkout, fill out the shipping and payment fields.
2. In the right sidebar, below the "Discount" field is the "Reward Points" drop down field.
3. Click the word "USING."
4. Enter in the amount of points you would like to redeem for the order.
5. Click "Apply"
6. Look for the discount in the "Order Summary".
7. Review your order.
8. Place your order. If you decide you want to remove your points from the purchase, click "Reset".
Please note, purchases cannot be paid completely by points at this time.

Currently, we do not offer gift cards or certificates.

Order & Returns

Currently innisfree.com only offers full order returns.
If you are not satisfied with your purchase with any reason, you can return your order by signing in to your account. Click “My Account > Order History” and locate the order you want to return. Click on “Order Details” and then “Return your order”.
If you have any problems or concerns, please email customer service at customercare@innisfreeusa.com

Currently innisfree.com does not offer order cancelations after an order has been placed.
If there is incorrect information reflected on your order confirmation, please email customer service at customercare@innisfreeusa.com to resolve.

You can check your order history by going to “My Account > Order History.”

Shipping

We’re sorry you received a damaged product. Please email customer service at customercare@innisfreeusa.com, within 30 days of receiving your order. Please include “damaged product” in the subject line and in the body of the email include the following details: your name, order number, name of product that arrived damaged, and a description of the damage. Photos are also helpful!

We’re sorry we left out a product from your order.
Please email customer service at customercare@innisfreeusa.com, within 30 days of receiving your order. Please include “missing product” in the subject line and in the body of the email include the following details: your name, order number, and the product(s) you’re missing from your order.

For urgent shipping problems, like an incorrect shipping address, please email customer service at customercare@innisfreeusa.com as soon as possible. Please include “urgent” in the subject line. Please note that current innisfree.com US processing time can take 1-3 days depending on when you placed your order.

When your order has been shipped, you will receive a shipping confirmation email that contains the shipping details and a tracking number for your order. You can also check the status of your order by signing in to innisfree.com under “My Account > Order History > Order Details.”

us.innisfree.com is a US-based website, and we do not offer international shipping.

If your order is placed before 10am EST, we aim to ship your order the following day. Please allow 2 days processing time for any orders placed after 10am EST. UPS delivery time takes between 3-5 days. Our warehouse ships from Monday-Friday excluding holidays, so if an order is placed after 10am EST on Friday it will not be processed until the following Monday.

Once your order has been placed, you cannot change the shipping address. Please contact customer service at customercare@innisfreeusa.com if you have any problems or concerns.