COVIA

CARE & SUPPORT

From everyday questions to exchanges and returns, we’re here to help.

Customer care · covia@freshdoselabs.com

DELIVERY, EXCHANGE & REFUND POLICY

Know the policy before you submit.

Effective 2026-08-27 · More favorable mandatory law or consumer dispute standards prevail.
01

DELIVERY

Delivery timing and fees

  • During payment review, only test checkout is available and no real order or charge is created. Sales will begin in late September 2026 when products are ready to ship.
  • After sales begin, paid orders are dispatched within 1–3 business days and delivered no later than 7 days from payment.
  • Shipping is 3,000 KRW for standard regions and 6,000 KRW for Jeju or remote areas; the final amount is shown at checkout.
  • If delivery is delayed by force majeure, carrier issues, or stock availability, we will notify you promptly. If supply is not possible, the payment will be cancelled and refunded in full.
02

CANCELLATION

Cancellation before dispatch

  • You may request cancellation through Customer Care before dispatch. Once an order has shipped, it is handled through the return process.
  • Virtual-account orders are not confirmed until deposit, and payment is not completed after the stated deposit deadline.
03

RIGHT OF WITHDRAWAL

Exchange and return window

  • For a change of mind, you may request an exchange or return within 7 days of receiving the contract information, or within 7 days of receiving the product when delivery occurs later.
  • If a product differs from its description, advertising, or contract, you may request a remedy within 3 months of delivery or 30 days of discovering the issue, whichever is later.
04

LIMITATIONS

When a return may be limited

  • An exchange or return may be limited when the product is lost or damaged due to the customer, or when cosmetic contents have been used and the product value has materially decreased.
  • Opening packaging only as reasonably necessary to inspect the product does not by itself restrict withdrawal. Any limitation applies only to the extent permitted by law.
  • We may request photos or other information to review a product issue. Stop use and contact Customer Care if a skin reaction persists.
05

RETURN COSTS

Return shipping fees

  • For a change of mind, return shipping is paid by the customer. A full return of an order that originally shipped free is charged 6,000 KRW round trip; if outbound shipping was paid, 3,000 KRW return shipping is deducted. Actual remote-area surcharges may apply.
  • The Company pays return shipping for defective, incorrectly delivered, or misdescribed products.
06

REFUNDS

Refund timing

  • After inspecting the returned product, we request cancellation or refund to the original payment method within 3 business days as required by law. The final posting time may vary by card issuer or payment provider.
  • A virtual-account refund may require verification of a refund account held in the customer’s name.
07

ORDER BENEFITS

Coupons, rewards, and sets

  • After a full or partial cancellation or return, discounts, coupons, rewards, and membership spend are recalculated using the final retained purchase amount.
  • For a full return of a set or gift-with-purchase order, all included items and gifts must also be returned. The regular selling price of unreturned items may be deducted from the refund.
08

HOW TO REQUEST

Request an exchange, return, or refund

  • Members can use Orders & Delivery or the Customer Care form. Guest customers can submit their order number and purchaser details by email to covia@freshdoselabs.com or by phone at 070-8984-6687.
  • Return address: Room 1309, Building B, Tera Tower 2, 201 Songpa-daero, Songpa-gu, Seoul, Republic of Korea
  • Before returning a product, contact Customer Care and follow the collection instructions provided. Unregistered returns may delay identification and refund processing.
  • Where applicable law or consumer dispute resolution standards are more favorable to the customer, those standards prevail over this policy.

Guest requests · Send your order number and purchaser details to covia@freshdoselabs.com or call 070-8984-6687. Return address: Room 1309, Building B, Tera Tower 2, 201 Songpa-daero, Songpa-gu, Seoul, Republic of Korea Before returning a product, contact Customer Care and follow the collection instructions provided.

EXCHANGE & RETURN

Exchange and return request

Our team reviews the order and product condition, then follows up by email.

FREQUENTLY ASKED QUESTIONS

Frequently asked questions

01Can I purchase without an account?

Guest checkout will be available after launch. Members can also use saved addresses, coupons, rewards, and order history.

02How is shipping calculated?

Shipping is 3,000 KRW for standard regions and 6,000 KRW for Jeju or remote areas, calculated from the delivery postal code and address.

03Can I combine coupons?

Only one coupon may be used per order. Your bag compares eligible coupons and can apply the highest saving.

04Can I ingest the capsules?

No. COVIA capsule serums are topical cosmetics. Never swallow or consume them.

05How should I begin using retinol?

Begin two or three evenings per week, adjust based on how your skin feels, and apply sunscreen carefully during the day.

06Where can I request an exchange or refund?

Members can sign in and select an eligible order below. Guest customers can send their order number and purchaser details by email or contact Customer Care.

07Where can I track an order?

Open Orders & delivery in My Account to view preparation, shipping, delivery, and tracking details.

08How do restock alerts work?

Register your email on a product page and we will send one notice when that product is available again.