🚚 Is free shipping available?
Free worldwide shipping is available for all orders over US $100. There is no code needed – the free shipping has been programmed into our website and will automatically be activated once your online order reached US $100.
Important Notice: Returns related to orders that included free shipping will be refunded excluding $15 in order to cover original shipping fees.
Although it is free shipping, Konny still bears the shipping cost of DHL Express for customer benefits. When you return the carrier, the offer is no longer valid. Once the package delivery is completed, delivery & postage fees are not refundable and that’s the amount to be excluded from the reimbursement.
However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted.
NOTE! Customers have the financial responsibility for returns coming back to us.
💳 Can I change my order after payment?
If your order is done with the paperwork for international shipping, then it’s unlikely to be cancelled or changed. Please contact help@konnybaby.com immediately if you’d like to know whether you can make an update on the current order.
🚚 Wrong address, how can I edit?
You may not be able to edit your address directly on the website, but Konny Customer Service can update on your behalf once you email the correct information. Please contact help@konnybaby.com for further assistance.
🚚 How much does the shipping cost?
It will be calculated based on the shipping address and weights during the order process. It generally costs USD $12-16 for one baby carrier. $12-14 for Hong Kong and Singapore, $15-18 for Australia, United States and EU countries.
🚚 How long does it take to get the ordered items?
It varies depending on countries but generally takes 1 to 3 business days from the shipment date as our products are shipped via DHL Express. All orders placed before 7 A.M. KST (GMT+9) will be processed on the same day. Subsequent orders will be processed the next day. If it is a holiday, they will be shipped the next business day.
Konny by Erin inc. is based in Seoul, South Korea and will be closed on the following dates:
Public Holidays in Korea 201915 Aug: Liberation Day
12 to 14 Sep: Chuseok
3 Oct: National Foundation Day
9 Oct: Hangeul Day
25 Dec: Christmas Day
🚚 What's DHL Express and why is it so fast?
DHL Express is by far the fastest express transportation service that provides time-definite, door-to-door delivery. It's a priority shipping courier via the fastest means possible. They offer real-time shipment monitoring system so you can find the status of your package as soon as it's shipped out from our warehouse.
🚚 Are there any other shipping methods I can choose besides DHL Express?
At the moment, DHL Express is only available shipping method on our website. It is important for the customer’s parcel to be traceable and delivery guarantee globally, thus DHL Express meets the conditions.
🚚 How can I track the order and check the delivery status?
We will send you an e-mail confirming that the shipment has started after the product is shipped. The e-mail will be sent out to you before 6 P.M. KST including a tracking number. You can check the status of delivery using the given tracking number on the website of the delivery carrier below.
DHL Express - http://www.dhl.co.kr/en/express/tracking.html
🚚 I wasn’t at home and missed the delivery by DHL, what should I do?
Please contact your local DHL directly with the tracking number, and you may choose DHL’s ODD service (On Demand Delivery, https://ondemand.dhl.com/) on your preference.
In case of the missed delivery or failed delivery attempt continues over a month due to the absence of recipient, the parcel is taken back to Korea. The customer will be responsible for the back and forth shipping cost, thus the reimbursement will be made automatically after deducting these shipping costs.
🚚 Custom Duties and Import VAT
When transporting goods across international borders, shipments are subject to duties and taxes as determined by customs in the destination country. You may be charged customs duties and taxes for something purchased online because:
- Duties and taxes are most typically not included in the price of the goods you purchase online, and might not be included in the overall shipping costs you pay to the online retailer.
- When purchasing goods online, some or all of these goods may not originate in the country you reside in, therefore are subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders.
- When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate.
- To ensure the DHL, Konny's shipping provider, can deliver your goods in shortest possible time after entering your country or customs union, DHL pays the customs authority on your behalf for any duties and taxes that are due on the goods.
- Once the duties and taxes are fully repaid to DHL the goods will be delivered to you.
- What is payable, if anything, depends on where the goods are sent from, the type of goods, their transactional value and the weight of the package.
💳 Can I make a payment with credit and debit card?
Yes, when you initiate the check out process you'll have the option to pay with a debit or credit card – even if you don't have a PayPal account.
1. What are the terms and conditions for returns and exchanges?
- All refund and exchanges can be made within 14 days of receipt.
- Please include all delivered components. (Components: the baby carrier, sash, and eco-pouch etc.)
- Return costs associated with misplaced purchase orders or other issues (size/color change) will be the responsibility of the customer.
- The $14-$18 international shipping rate you pay for your order will not be refunded since the delivery service is completed by DHL.
- If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]
- For return/exchange requests due to problems or defects in the product, we will make a full refund for both the product and shipping, or replace it for the same product, free of charge.
Exchanges or refunds will not be made in the following cases:
- When components are missing (Components: the baby carrier, sash, and eco-pouch)
- The product has been washed
- There are signs of wear-and-tear found in the product, including modified/altered parts and wrinkles
- The fabric has been contaminated or has taken on an odor
- There are dusts and other impurities found on the product
- The product has returned in an unsellable condition
- It has been over 14 days from the date of receipt
- Important Notice: Returns that do not meet these requirements are accepted at the discretion of Konny By Erin Inc. and subject to a $10 return fee.
2. How can I process an exchange?
If you want to exchange for another product, you'll need to return the original item and place a new order. It's a combination of refund + making a new order. You will be reimbursed as soon as your return arrives at our logistics center and meets all the terms and conditions. It can take a few more days for the team to review the return item after its arrival.
- Step 1. Purchase a new product of your choosing.
- Step 2. Please fill out the form for returns on the Konny webpage. (Click here!) As soon as you enter the e-mail address and order number for your initial order, we will send you an e-mail where you can find the address to send your returns.
- Step 3. Pack your return in a parcel and send. Please include all delivered components.
- Step 4. You will be reimbursed as soon as your return arrives at our logistics center and meets all the terms and conditions. We will send you an e-mail confirming that your refund has been processed after receiving and checking the returned item. Within 5 business days, you will get a refund, excluding the $14-$18 shipping rate, via the same payment method.
- If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]
3. How can I get a refund?
To get a refund, you should return the delivered item.
- Step 1. Please fill out the form for returns on the Konny webpage. (Click here!) As soon as you enter the e-mail address and order number for your initial order, we will send you an e-mail where you can find the address to send your returns.
- Step 2. Pack your return in a parcel and send. Please include all delivered components.
- Step 3. You will be reimbursed as soon as your return arrives at our logistics center and meets all the terms and conditions. We will send you an e-mail confirming that your refund has been processed after receiving and checking the returned item. Within 5 business days, you will get a refund, excluding the $14-$18 international shipping rate, via the same payment method.
- If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]
4. My order was over US $100 and offered a free shipping. Why does Konny still charge the original shipping cost for my return?
Returns related to orders that included free shipping will be refunded excluding $15 in order to cover the original shipping fees. Although it is free shipping, Konny still bears the shipping cost of DHL Express for customer benefits. Once the package delivery is completed, delivery & postage fees are not refundable and that’s the amount to be excluded from the reimbursement.
However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]
Please contact us at help@konnybaby.com for more information.
5. How much is the return fee?
There are no additional fees for a return. However, return shipping is the responsibility of the customer and you will get a refund excluding the original shipping rate.
If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]
It is also very important that the return parcel should be traceable with the accurate tracking number. Here are the recommended postal price plan on each region:
| Region | Price |
| Hong Kong | e-Express Service (HKD 44) https://www.hongkongpost.hk/en/postage_calculator/index.html |
| Singapore | Small Packets (SGD 12) https://www.singpost.com/postage-rate |
| Australia | Economy Air (AUD 15) https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/option/international/AU/KR?fromPostcode=3004 |
6. Where can I find my refund?
Once you receive the refund confirmation email from us, it can take up to 5 business days for the amount to show up on your bank or credit card statement. Generally refunds are shown as negative amounts on the statement.
