FAQs

My Account

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.

Currently, we do not offer gift cards or certificates.

My innisfree Rewards

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!

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

When you wish  to use your points on an online purchase, follow these easy steps from the secure checkout when you are logged in with the email address attributed to your Rewards Account:


1. Enter in the number of points you would like to redeem in the “Rewards Points” field.  On desktop this can be found on the right-hand side bar, and on desktop this field is located under “Order Summary”.
2. Click "Apply" on desktop, or the green arrow next to the rewards field on mobile.
3. Look for the discount in the order summary below. Review and place your order.

Please note, purchases cannot be paid entirely by points at this time.

When you wish  to use your points on an online purchase, follow these easy steps from the secure checkout when you are logged in with the email address attributed to your Rewards Account:


1. Enter in the number of points you would like to redeem in the “Rewards Points” field.  On desktop this can be found on the right-hand side bar, and on desktop this field is located under “Order Summary”.
2. Click "Apply" on desktop, or the green arrow next to the rewards field on mobile.
3. Look for the discount in the order summary below. Review and place your order.

Please note, purchases cannot be paid entirely by points at this time.

To redeem your Birthday Code, log in to your account and enter your Birthday Code at checkout. You will be sent your Birthday Code on the day of your birthday. Birthday Codes are only eligible for inni-Friend Rewards members. Please note, the Birthday Code cannot be combined with other coupon codes, or discounts including points.

Your birthday code will be sent to your account’s associated email address on the date of your birthday. If you do not receive this code (nor does it appear in your Rewards History within your Account page) please reach out to support@innisfree.zendesk.com.

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

Order & Returns

Once an order has been placed, it cannot be modified. However, our representative will be more than happy to assist you with the cancellation of most orders requested. For order cancellations, please contact us at support@innisfree.zendesk.com.
Note: Once an order is being prepared for shipment, we cannot cancel it.

Please allow 1-3 business days for processing of your online order. Our warehouse ships from Monday-Friday excluding holidays. For orders placed after 2PM ET, they will typically ship the following business day, pending availability and credit card verification. Once your order is shipped, tracking information will be emailed to the email address you provided us at checkout. Actual delivery date may vary depending on the shipping method selected at checkout, delays due to third-party shipping carriers, or other conditions.

Please refer to our Return Policy for instructions.

If you have any questions or concerns, please email customer service at support@innisfree.zendesk.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 support@innisfree.zendesk.com to resolve.

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

Sheet Mask Club

One sheet mask a day keeps dull skin away! Our sheet mask club subscription will restock your sheet mask stash and auto-replenish your order every 30, 60 or 90 days depending on your subscription period.  Cancel at any time prior to the renewal date.

It’s easy to edit your subscription! You can manage or make changes to your subscriptions at any time, by logging into your account, clicking “Manage Subscriptions” and following the prompts (e.g., view the status of your subscriptions, add or reactivate a subscription). Any changes you make will be reflected in your next shipment, except for changes initiated while an order is in process (i.e., your payment has been charged but you have not yet received your shipment), in which case they will be reflected after the current order has been completed.

If you need a break, you can log into your membership and skip a shipment! This means you are still an active subscriber but will not be billed for your next shipment. However, you will continue to be billed on the next Sheet Mask Club shipment per your subscription period.

You may cancel your subscription at any time. To cancel, log in to your account, click the “Manage Subscriptions” tab, then click “cancel.” You may also cancel by contacting innisfree customer service at support@innisfree.zendesk.com. If you cancel before the next recurring payment is charged, then your subscription will terminate automatically and we will not charge your payment provider for any subsequent subscription period. If you cancel while an order is in process (i.e., your payment has been charged but you have not yet received your shipment), we will continue to process your order; your subscription will terminate automatically after the last order is shipped.  If you are experiencing any problems will your cancellation, please let us know! We are here to assist you!

It is very important to make sure to cancel your subscription before the renewal processing date if you do not want to continue with your subscription. Any Sheet Mask Club orders are Final Sale and we are unable to refund paid subscriptions, unless they are damaged or defective upon arrival.  Please see our Return Policy for more information.

Your Sheet Mask Club flavor selections can be changed with every renewal. Just log in to your account and click ‘Manage Subscriptions’ to edit your subscription! My Real Squeeze Mask flavors are subject to stock availability.

Your Sheet Mask Club subscriptions recur every 30, 60, or 90 days, depending on your subscription period. Your first charge will occur when you place your first order.

When a subscription is set to renew, our payment system automatically re-bills and charges you to extend the subscription for another term. If the charge is not successful, you will need to log into your account to update your saved credit card information for your shipment to be processed.

Once your order has been processed and packed by our warehouse, a UPS tracking number will be emailed to you. You can use this number to track your order’s progress.

Changes to your shipping information can be made by logging into your account and clicking ‘Manage Subscriptions’. Please note, any changes will apply to the upcoming order.  Once your recurring order is charged, we are unable to make any changes.

There are no returns, exchanges, or refunds given on subscriptions unless they are damaged or defective upon arrival. All Sheet Mask Club orders are final and refunds are not given for “incorrect choices”, “change of mind” purchases, or “exchanges”.

If you have any unanswered questions, please contact us at support@innisfree.zendesk.com!

Shipping

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

Orders $40 and over (excluding taxes)

We offer complimentary UPS ground shipping on all orders over $40. For orders to Alaska and Hawaii, a flat fee of $10 for ground shipping will apply (excluding Sheet Mask
Club orders).

Orders less than $40

For orders within the contiguous United States, a ground shipping rate of $8.95
will apply. For orders to Alaska and Hawaii, a ground shipping rate of $18.95
will apply.

innisfree currently ships to all 50 states, excluding private mailboxes (PMB), PO Boxes, APO/FPO addresses, and U.S. territories such as Puerto Rico. You may experience longer delivery times when shipping to Hawaii and Alaska.

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

Unfortunately, we do not ship to private mailboxes (PMB), PO Boxes, and APO/FPO addresses.

Please allow 3-5 business days for order processing. To see an estimated delivery time based on your location, please click here.

Please allow 3-5 business days for order processing. To see an estimated delivery time based on your location, please click here.

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.”

We’re sorry you received a damaged product. Please email customer service at support@innisfree.zendesk.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 support@innisfree.zendesk.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 support@innisfree.zendesk.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.

If your order is marked as delivered but you still do not have your products, a few things may have occurred:
     - Your delivery person may have put your package somewhere discreet for security.
     - Your delivery person marked your package as delivered 1-2 business days in advance, and the package may still be on its way– we recommend waiting 48 hours from receiving a delivery confirmation before submitting a claim.
     - A neighbor, roommate, or doorman may have accepted the package for you.
If none of the above apply and you cannot find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address.

If the package is marked as delivered and has not shown up after 3-4 business days, please reach out to UPS with the tracking number https://www.ups.com/us/en/support/file-a-claim.page or via phone number (1-888-742-5877). Let them know you did not receive your package and follow up with their recipient claim process. Once this is complete, please let us know by reaching out to support@amorepacific.zendesk.com.

For any additional questions, please reach out to our customer service team at support@innisfree.zendesk.com.

Payment & Taxes

We accept American Express, Visa, Mastercard, Discover, PayPal, Apple Pay and Afterpay.

Your tax rate is calculated by Avalara using your shipping address.

Afterpay

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Installments by Afterpay can only be applied to purchases made on https://us.innisfree.com/ website.

Installments by Afterpay is eligible on orders of $35 or more on https://us.innisfree.com/.

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Check out the Afterpay Payments FAQ

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

Visit our shipping page for more information by clicking here.

Yes, transaction value limits apply to purchases made on https://us.innisfree.com/ using Installments by Afterpay.

Afterpay is not available on purchases of innisfree’s Sheet Mask Club. If you are creating a new Sheet Mask Club subscription along with Afterpay eligible products, you will need to place two separate orders. Afterpay is not eligible for recurring Sheet Mask Club orders.

If you have changed your mind, you can return your Afterpay purchase by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Products & Ingredients

We invite you to read more about our products within our inniversity—learn everything you need to know about K-beauty and your favorite inni-products!

If you have known sensitivity to certain ingredients, please carefully review the ingredient list before purchasing the product. We also recommend you speak with your healthcare provider before purchasing. 

Before using any products for the first time, we always recommend that you perform a patch test on your forearm in case of any skin sensitivities.

We recommend you consult your primary care physician or dermatologist in regards to your particular skin condition before making any changes to your daily routine.

We recommend you consult your physician before making any changes to your daily routine.

AMOREPACIFIC products that are sold in North America do NOT undergo animal testing. However, some markets where we sell our products require animal testing by local law. AMOREPACIFIC is committed to providing products that are free of animal testing and will further enhance our efforts to help develop alternative testing methods to put an end to unnecessary animal testing for cosmetics worldwide.

We incorporate a variety of different kinds of naturally derived oils and other oil-based ingredients for their nourishing benefits in many of our products. Please reach out to us if you have specific concerns or questions about the oil content of a product, and we will be happy to assist you with further details on the particular product.

Some of our products are formulated without fragrance, and others are infused with botanical and herbal ingredients that contain naturally derived fragrance. We also may add fragrance during manufacturing processes for some products to capture the essence of the harmony and balance of the formula. Our goal is to provide skincare with the best benefits while delivering a luxurious sensorial experience that help pamper the senses and create a relaxing ritual bringing harmony and balance.

We put our products through a variety of vigorous tests ranging from dermatologist to non-comedogenic tests. However, the types of tests each products goes through vary depending on the benefits and goals of each formulation. Please reach out to us on the particular product you are interested in, and we will be happy to assist you with further details.

Price Increase 2023

Due to rising costs of global packaging and manufacturing, we have implemented a price increase as of 1/6/23 on select products which have been impacted.