Custom-made products are manufactured upon request based on the customer's specifications. Shipping begins only after the production is complete. Please note that delays may occur during the production process.

As a result, we are unable to provide an exact delivery schedule before production is completed. A more accurate timeline can be shared once the item has been finished.

The prices of custom-made and overseas stock products include the product cost, shipping fees, and an import agency fee of approximately 10%.

If the manufacturer or supplier increases the base price or if additional local shipping fees are charged, we may inform you of extra charges. If you choose not to pay the additional charges, a full refund will be provided.

Products shipped by sea freight, even if production and warehousing are complete, are not shipped individually but are consolidated in a container with other items.

Sea freight typically occurs once a month, and the shipping schedule may be delayed depending on the volume of goods.

If you wish to request separate shipping for your item only, an additional fee of at least KRW 1,000,000 will be incurred.

Additionally, the domestic arrival schedule may be affected by war, severe weather conditions, or circumstances related to the shipping company.

For domestic deliveries, the shipping cost will be shown on the final payment screen.

Even for orders with free shipping, additional charges may apply in the following cases:

• Delivery to remote areas or islands
• Use of a ladder truck
• No elevator access at the delivery location
• Additional personnel required due to the nature of the product
• Special equipment or installation required

Certain electrical products, including lighting fixtures, require safety certification in the US, South Korea, etc. and must comply with relevant electrical safety regulations.

1. Personal Import Restrictions
2. Installation Components
3. Light Bulb Compatibility
4. National Electrical Safety Regulations

If you have any concerns about compliance, compatibility, or certification requirements, please contact customer service before purchasing.

Products that are not classified as defective by the overseas manufacturer are not eligible for exchange or refund. For example, handmade products such as the PH 3½-2½ Floor Lamp by Louis Poulsen may have slight irregularities in joints or finishes due to the mouth-blown glass production method. These are considered natural traits, not defects.

Differences in color that result from varying PC or mobile display environments do not qualify for exchanges or refunds. Natural materials such as solid wood, genuine leather, or fabrics may vary in color and grain from item to item, and such differences are not accepted as reasons for return. Additionally, manufacturers may renew or update product designs without notice, and minor changes in product details are not considered valid grounds for exchange or refund.

1. Wood (Solid Wood)

Natural characteristics of wood, including knots, color tone variations, and grain patterns, are not considered defects. Solid wood may shrink, expand, or crack depending on the environment or season. Laminated wood (made by compressing layers of timber) may show irregular and non-uniform patterns. When smoked finishing techniques are used, noticeable color differences may occur. Cracks, dents, or discoloration may appear depending on the specific product.

2. Steel (Metal)

Slight scratches that occur during cutting, welding, or assembling are part of the metal manufacturing process and are not regarded as defects. Powder coating, a common coloring method, may result in uneven surfaces. Brass finishes may oxidize naturally over time due to the material and coating properties.

3. Leather

Natural leather may show inconsistencies in pattern or color tone. Marks such as insect bites or scratches, which are unique to genuine leather, may be present. Wrinkles or discoloration that develop over time with use are not considered defects or damage.

4. Fabric

Fabrics made from natural materials may have thread bunching or slight irregularities, which are not considered defects. If you require multiple items in the same fabric, they should be ordered at the same time to ensure color consistency. Separate orders may result in slight color variations. Rugs may experience shedding, which is a natural trait of the material and not a flaw.

5. Marble

Natural marble varies in pattern and color, and the specific marble design shown in product images cannot be guaranteed. The surface may not be entirely even due to the natural characteristics of the stone, and minor scratches may occur during processing.

6. Paper Seats and Cane

Because of the handmade nature of natural paper and cane weaving, slight irregularities in texture and visible joining points may occur. These are not considered defects.

7. Plastic Products

During the production or assembly of plastic items, minor scratches or rough finishing may appear. In some cases, the color or coating may not be perfectly applied. These characteristics are typical of the manufacturing process and are not valid reasons for exchange or refund.

Shipping Issues & Return Policy

If you experience any shipping-related issues, please follow the guidelines below.

1. If Only Part of Your Order Arrives

• First, check your order details on the My Account page to see if there are multiple tracking numbers.
• Even if you ordered one item, it may have been shipped in multiple boxes due to its size or components.
• If there is only one tracking number but an item is missing, please report the issue within 3 days from the delivery date provided by the carrier.
• After we confirm the return, a 100% refund will be processed once the item is received at our warehouse.
• If the 3-day period has passed or if the product, packaging, or components are damaged, returns and refunds cannot be processed.

📩 Contact Email: cs@high-home.com
📌 Email Subject: [Missing Item] Full Name / Contact Number
🔹 Required Information:

• Customer Name
• Contact Number
• Ordered Product Name
• Photo of the original product box
• Photo of the received items
• Photo of the shipping label (tracking number visible)

2. If Your Product Arrives Damaged

• Report the issue within 3 days from the delivery date provided by the carrier.
• Once reported, a 100% refund will be processed immediately.
• If the 3-day period has passed, exchanges or refunds will not be possible.

📩 Contact Email: cs@high-home.com
📌 Email Subject: [Damaged Item] Full Name / Contact Number
🔹 Required Information:

• Customer Name
• Contact Number
• Ordered Product Name
• Photo of the outer box
• Photo of the inner packaging
• Photo of the product packaging materials
• At least two clear photos of the damaged area
• Photo of the shipping label (tracking number visible)

3. If You Received the Wrong Item

• Report the issue within 3 days from the delivery date provided by the carrier.
• We will provide return instructions, and after confirming the return, a 100% refund will be processed.
• If the 3-day period has passed or if the product, packaging, or components are damaged, returns and refunds cannot be processed.

📩 Contact Email: cs@high-home.com
📌 Email Subject: [Incorrect Item] Full Name / Contact Number
🔹 Required Information:

• Customer Name
• Contact Number
• Ordered Product Name
• Photo of the original product box
• Photo of the received item
• Photo of the shipping label (tracking number visible)

If you have any further questions or require assistance, please reach out to our customer service team.

Exchange & Refund Policy

Our exchange and refund policies vary depending on the product type. Please review the applicable terms before requesting a cancellation or refund.

1. Custom-Made / Overseas Stock Orders

• Cancellation, refund, or option changes are NOT possible after 7 days from the order date.
• Since these products are custom-ordered and imported based on customer requests, cancellations or refunds due to production time, shipping time, or quality-related concerns will result in a deduction of round-trip shipping fees and a 30% cancellation penalty from the total payment amount.

📩 Contact Email: cs@high-home.com
📌 Email Subject: [Order Cancellation Request] Full Name / Contact Number
🔹 Required Information:

• Customer Name
• Contact Number
• Order Number
• Product Name for Cancellation
• Reason for Cancellation

2. Domestic Stock Orders

• Orders can be canceled immediately before shipment.
• If the item has already been shipped, you may request a refund within 7 days of receipt, but you must cover round-trip shipping costs for returns due to a change of mind.

📩 Contact Email: cs@high-home.com
📌 Email Subject: [Domestic Stock Cancellation] Full Name / Contact Number
🔹 Required Information:

• Customer Name
• Contact Number
• Order Number
• Product Name for Cancellation
• Reason for Cancellation

3. Legal Basis for Exchange, Refund, and Cancellation Policies

Our policies are based on the Electronic Commerce Consumer Protection Act, which outlines consumer rights regarding order cancellations and refunds.

According to the Electronic Commerce Act, consumers may request a withdrawal of purchase within 7 days of receiving the product, except under the following conditions:

Exceptions to Withdrawal of Purchase (Based on Article 17, Clause 2, Item 6 of the Electronic Commerce Act and Article 21 of its Enforcement Decree)

1. Products that are custom-made for the customer, including personalized, made-to-order, or specially configured items.
2. If a withdrawal of purchase causes the seller significant, irreversible damage, such as cases where the item cannot be resold.
3. The consumer was notified of these conditions before the purchase and provided written (including electronic) consent.

If a refund is not processed within one month from the date of the withdrawal request, the customer may be entitled to delayed interest compensation in accordance with consumer protection laws.

For further inquiries, please contact cs@high-home.com.

Shipping Policy

1. Shipping Areas

• All orders are shipped nationwide.
• Additional shipping fees may apply to remote or island regions, and some areas may be restricted for delivery.
• Internationally shipped items include all necessary shipping fees.
• Some products may be shipped cash-on-delivery (COD).

2. Shipping Time

• Shipping times vary by product and are detailed on each product page.

3. Shipping Fees

• Free shipping or COD shipping is applied according to the product details page.

📌 Even for free shipping, additional fees may apply in the following cases:

• Remote or island regions
• Ladder trucks required for delivery
• No elevator access in buildings
• Additional labor required for handling heavy products
• Special equipment or installation required

4. Shipping Carriers

• Orders are shipped via trusted carriers such as DHL or professional furniture installers in the U.S.
• Tracking numbers will be provided via email or SMS once the order has been shipped.

5. Shipping Delays

• Delivery status and updates are available only through My Account.
• If tracking details are not updated, it may be due to delays from the manufacturer or shipping carrier. Please allow time for updates.

📌 For Custom-Made Orders:

• Orders are manufactured upon request, and production delays may occur.
• Since production timelines vary, we cannot provide exact delivery schedules until production is complete.
• Cancellations and refunds are NOT allowed due to production delays.

📌 For Sea Freight Shipments:

• Even if production and warehouse stocking are complete, products are shipped together in containers rather than individually.
• Sea freight shipments occur approximately once per month and may be delayed due to demand.
• If you request separate shipping for your order, an additional cost of at least $1,000 will apply.
• Delays due to war, weather conditions, or shipping company issues may result in changes to delivery schedules, which will be communicated as updates become available.
• Cancellations or refunds are NOT allowed due to delays caused by sea freight logistics.

6. Important Notes for Receiving Your Order

• If packaging is damaged or the product has defects upon arrival, refer to the Product Issue Handling Guide on the product page.
• If the recipient fails to receive the order at the designated delivery location, the package may be returned or reshipped according to the carrier’s policy, and additional costs may apply.

7. Changing the Shipping Address

• To request a delivery address change, please email us with the following details:

📩 Contact Email: cs@high-home.com
📌 Required Information:

• Customer Name
• Contact Number
• Member Email Address
• Order Number
• Previous Address
• New Address

📌 Important Notes:

• If the order is already in transit, the address cannot be changed.
• If the shipping address is changed after the order is in transit, the customer is responsible for any additional fees incurred for redelivery.

8. Other Important Information

• If the shipping address is incorrect or the recipient is unavailable at the time of delivery, the package may be delayed or returned.
• Any additional fees incurred due to address errors or failed deliveries will be the customer’s responsibility.

For any further inquiries, please contact us at cs@high-home.com.