Client Services
Returns and refunds
Last updated September 2026.
We want you to feel good about what lands on your shelf. If something is not right, here is how we take care of it.
The simple version
You have 30 days from delivery.
- Unopened products can be returned for a full refund to your original payment method.
- Opened products are eligible for store credit. Because we cannot resell opened skincare for hygiene and safety reasons, you keep the product, and we credit you. No need to ship anything back.
If your skin does not agree with something
Skincare is personal, and now and then a formula does not suit a particular person. If a product does not sit well with your skin, reach out. We will make it right with a swap or store credit, whichever you prefer. A quick note about what happened, and a photo if you have one, is all we need.
We always recommend patch testing a new product before adding it to your full routine.
Kits
The same rule applies to full kits. An unopened kit can be returned for a full refund within 30 days. If a kit has been opened and one or two products are not for you, we are happy to swap those products or issue store credit for them. Just tell us which ones.
Damaged, wrong, or missing items
If something arrives damaged, or you received the wrong item, contact us within 14 days of delivery with a photo and we will replace it at no cost to you.
A few details
- Original shipping is non-refundable unless the return is due to our error.
- Gift cards, store credit, event tickets, bonus and gift items, and final sale items are not returnable.
- We may ask that unopened items be returned before a refund is issued.
- Refunds are processed to your original payment method within a few business days of approval. Your bank may take a little longer to post it.
How to start
Get in touch with your order number and a short note about what you would like to do. We read every message ourselves.
Frequently asked questions
Why is there no sunscreen in my kit?
By design. In the US, sunscreen is regulated as an over-the-counter drug, and we keep ViaJiin kits focused on skincare. We always recommend finishing your morning routine with a daily SPF you already know and love. Keeping the kit to skincare is part of how we curate, not a gap.
I have not heard of these brands. Where are they from?
They are boutique Korean brands, the kind you will not find on a typical US shelf. Agnes chooses them for what they do, not for how much marketing budget they have. Sourcing directly from Korea is how we bring you brands most people here never get to try.
How do I know these products are authentic?
Because they come to you directly. Agnes sources every product through her own relationships with Korean brands and suppliers, not through third-party resellers or grey-market channels. When counterfeits are a real concern with Korean skincare, knowing exactly where yours came from is part of what you are paying for.
How are my products chosen for me?
You do not need a 12-step routine, just what works for your skin. There are three ways to find it: take the three-minute skin quiz, talk to Agnes directly, or shop single products, duos and full routines on your own. Every routine is curated by Agnes to work together as one system.
Can I return or exchange my order?
Yes. You have 30 days, with full refunds on unopened products and store credit on opened ones. The full details are above.
Can I buy just one product?
Yes. Every product is sold on its own, any time, no membership required. If you bought a full routine, we check in around week six to see how your skin is doing and make it easy to top up a single step.
This information is provided to help you care for your skin and is not a substitute for professional medical advice.