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.

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.

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!

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.
You can use your points in-store as well!  When at the register, let the store associate know you would like to redeem your points.

Order & Returns

If you are not completely satisfied with an innisfree product for any reason within 60 days of receipt of delivery, please review our return policy below. We offer easy returns and cover return shipping!  innisfree.com purchases can be returned if unopened or gently used without any additional fees to innisfree.com.*

* Please note that we do not accept returns of final sale items, Sheet Mask Club subscription products, or products that are specified as non-returnable in the product description, unless they are damaged or defective upon arrival.  Only the original purchase price plus applicable taxes will be refunded. Original shipping charges cannot be refunded.

Follow these easy steps to create a return to innisfree.com: Log in to your account. If you do not have an account, please visit https://returns.narvar.com/innisfree/returns/ and fill in the required fields, then follow steps 3-4. Click on the order you would like to return, and click the "Request a Return" link located under your order number. From our return portal, please select the items, quantity, and reason you would like to start a return.  Review your selections and click submit. Print your free return label and follow the directions to ship your return!  Find your nearest UPS drop-off location to ship the package.

Return processing and inspection can take up to 10 business days after arriving at our warehouse.

Once your return is processed, it can take 7-10 business days for the banking institution to reflect the refund on your account.
If you paid with a credit or debit card, you will receive a refund to your credit or debit card for the purchase price of the item. If you paid with PayPal, you will receive a refund to your PayPal account. If you paid with a credit/debit card and My Innisfree Rewards points, you will receive a full refund to your credit/debit card and your My Innisfree Rewards points account redemption will be reversed. All in-store purchases must be returned in-store with the receipt and the original form of payment present

We are sorry that we cannot refund your original shipping charges. 

You will receive an email confirmation once your return is processed. Your financial institution may take longer to reflect the transaction.

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 customercare@innisfreeusa.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

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.

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.