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FAQ

How Can I TRACK My Item?

Please check following page.

How Can I Track My Item?

Where Can I Register?

A. You can register from ‘My account’ menu at the top.
B. You can register during the checkout process.
Fill required information, and CHECK ‘Create an account’ checkbox.

How Can I Return a Faulty Item?

Before returning goods, please contact us first to discuss the issues you are having. 90% of the time we are able to sort out the problem by giving technical support, without you having to send anything back.

If there are irremediable defects with the devices, you can return them back to us for repair or replacement under our Return Policy.

Please email our Customer Service Department at: help@designsketch.co.kr, we will inform you our return address, along with additional important instructions.

Generally we advise you to return faulty goods by sending them through the Post Office. Normally it will take 2 weeks to return goods to us by Post Office.

If you did not buy your product directly from designsketch.co.kr, you will need to contact the vendor who sold it to you.

TIP: Please do not send faulty goods back without discussing with us. It is very hard for us to handle a package without any necessary order information. We will also give you some instructions for returning goods from your country to Korea.

I have an Account but I Can't Log in

Please follow the following instructions:

It might be a problem caused by DesignSketch.co.kr system maintenance – Please wait 30 minutes and try again.

Ensure that cookies from designedbykorea.co,kr are accepted in your browser (Internet Explorer or others).

If the above methods still do not work, please contact customer service and a customer service representative will help you to resolve the issue.

TIP: If you’re not sure if the problem is with us or you, please test logging in with a different set of computer, or try different browsers.

If you made a mistake when you registered, and you can’t access your account, and you’ve never made any orders, it might be quickest to just use the registration to sign up again for a new account.

If you have forgotten your password, please go here to get a new password.

I Paid for an Order and the Order Was Canceled, Why?

If we returned your money to you and closed your order, it is most likely because we were unable to verify your payment, or the products you want ordered are out of stock. In most cases, our customer service staff will contact you by phone or email to discuss the matter with you, but if we can not get in touch with you within 5 days after we receive your payment, we will automatically return the funds to you. It is our responsibility to ensure the safety of your money and purchase order.

Possible reasons for refunding money are:
– PayPal account name and address does not match your order’s shipping address, and there was no response when we try to contact you.
– The products you ordered are out of stock (we usually keep our inventory stocked and updated), and there was no response when we try to contact you.

How to Cancel an Order Before Payment and After Payment?

CANCELLATION BEFORE PAYMENT
If you have not paid for your order yet, there is no need to contact us to cancel it. We receive hundreds of ‘test’ orders each day which our members are using to quote certain cart contents and save the invoice for later references.

We ignore all orders until a matching payment is received. So if you haven’t paid, don’t worry, we are not processing your order.

You are under no obligation to follow through and pay for an order just because you checked out your shopping cart online. If you want to do test orders to save certain invoices for later you are welcome to do this.

If your order is more than a week please note you may not be able to “reactivate” it by sending a payment, because the prices of the items may have changed as well as the shipping rates and currency conversions. You may need to repeat the order with a new cart.
WITHDRAWING AN ORDER AFTER PAYMENT
If you have already paid for an order and want to cancel it, please contact us as soon as possible.

If you are uncertain about something in your order and you wish to change it, please contact us and put the order on hold while you decide. This will stop the packaging process so you still time to make changes.

If the package has already been delivered we cannot cancel or change the order.

If you want to cancel an order because you are ADDING further products, but not canceling the previous items, simply contact us and we will process it, usually for no extra fees.

If the order is in an early processing stage you may be able to change and cancel it. You can ask for a refund or keep your payment as a credit.

How Can I Check Order Status?

1.  Why is there no match for my email address and/or password?
–  You may have entered your email address incorrectly.
Please make sure that you are using the email address you provided when setting up your account. You may have entered an alternate email address by mistake.

– The password you entered may be incorrect.
The password you created when you registered an account contains a minimum of 5 characters. Please check that you have the correct password and try again.
If you have forgotten your password, you can click here to reset your password.

2.  Why is there no match for my order number and email address?
Please check the confirmation email you received when you placed your order to verify the information, and try again.

If you are certain you have the correct order number and email address but still cannot view your order status, please contact customer service for more help.

3.  Why can’t I see my other orders?
If you have a DesignSketch account:
– You may have placed some orders as a guest. These orders will not appear in My Account when you are logged in. To view these orders, please check the email confirmation you received when you placed your order and use this information to check your Order Status.

– You may have used your order number and email address to view your order status; this method of checking order status only displays one order at a time.

If you don’t have a DesignSketch account:
– You have placed your order as a guest. Checking your order status using your email address and order number only displays one order at a time. To view your other orders, you will have to use the order number and email address associated with each individual order to check your Order Status one by one.

Need More Help? Contact us.

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