MUSINSA - K-Fashion & Style

• Free

Last verified 30 Aug 2026

3.3 283 ratings · App Store

1. 4/5They do not offer returns

   Be very careful when you purchase as they make return and refund almost impossible. Basically the item will have to be either defective or damaged which means if you got the wrong size or simply feel unhappy with the product, you’re out of luck. Given how common returns are in e-commerce nowadays, it’s unreasonable to have such a ridiculous policy and hide this in the terms. They should at least put this policy in bold and bright color on the checkout page, but obviously they won’t as this might affect their sales and conversion rate. Instead they would much rather you just make a purchase then hate them for not being able to return and never come back. What a sustainable way to keep your business running :) Edit: updating my rating from 1 to 4 stars. After some back and forth with the customer support team and uploaded photos of the product, MUSINSA approved my refund request and let me keep the item for free. The 4 stars update is primarily a kudos to the customer support team. Both Daniel and Lee are both very fast at responding to my messages and eventually helped me resolve the issue. I’ll likely shop with MUSINSA again in the future because they have a great customer support team and I like the style and number of brands they have on the platform. However, I’d like to emphasize again 1) for a brand to be successfully globally, the return and refund process should be made simple. 2) If they still insist on a no return policy, then the policy should be surfaced to the customer on the checkout page so all shoppers are well aware of it.

   Panixjason · 30 Aug 2026

2. 1/5Terrible customer service

   I have a package lost and I did everything (by everything I mean EVERYTHING, I contacted the website and the local carrier, and knocked all my neighbors’ door asking whether they have my package by accident, and I even go to the trash dumpster to see whether the wrap is there) by myself while the customer service and the local carrier pushing the problem to each other in an extremely inefficient way. The still asked me to do more checking and implying that this is my problem even though I am the victim. I got my responses at least three days after I sent my questions, I feel terrible about spending my entire week and half to have to deal with the other bunch of things they asked me to “double check” again and again and again after finishing a 8 hours shift. Don’t shop from this app. They don’t take any responsibility not even the bare minimum. I highly suspect that such a huge enterprise in fashion industry who spent millions on commercial and even paid for K-pop stars like New Jeans to promote doesn’t include an insurance for their merchants. Terrible experience as a previous loyal customer. One star. Quit.

   14MGR00T · 30 Aug 2026

3. 1/5i’m at fault for their delivery failure?

   worst company and customer service I’ve ever encountered. I ordered 7 things in one order. 6 came, one was delayed for a while. The 6 items that came in were delivered normally, left at my door while I was away. I came back from out of the country and it still wasn’t here so I created a ticket. Long story short, after a lot of back and forth, with ME gathering evidence THEY NEEDED showing how USPS attempted delivery AND sent it back to korea on the same day (without giving me a chance to even pick it up or schedule a redelivery), they ended up charging me $30 for the return I never asked for and closed the ticket. I had asked in the initial ticket why I needed to be there for a signature bc i’ve never needed to do that. Didn’t get a response. Created another ticket to ask and they said “we ship with UPS and EMS, sometimes EMS may require a signature, depending on their individual policies.” How is it still on ME, the customer, to figure out EMS policies for signatures when it’s the courier musinsa chooses? Also why did USPS return it instantly? I’ve never dealt with customer service this awful before.

   breadkip · 30 Aug 2026

4. 1/5Awful customer service with a bad order tracking system

   Never response to the customer service, every time I go to the contact us page, yall signs me out. So I have to log in every time I use the customer service page. There is an order tracking system, which does not work at all. The package was dispatched for two weeks, IT DIDNT EVEN PROGRSSED A SINGLE BIT FOR TWO WEEKS,and then all of a sudden they notified me that the order has been returned due to an incorrect address. So I was trying to reach them out, the customer service NEVER replies to requests. Thye dont have a phone call service, no live chats. Just an inquiry page where I can post a questions, of course you dont even know if they will ever answer the question or not, what happened to the one that ive sent request a week ago? No one came to answer. And now I am just sitting here having no idea where my 200 dollar worth package went. Wonderful company very quick response, with a very very organized tracking system.

   Davlddd · 30 Aug 2026

5. 1/5HORRIBLE CUSTOMER SERVICE

   Terrible customer service and an extremely disappointing return policy. They made it nearly impossible to return my order, claiming it had to be sent back within just 7 days of receiving the package. On top of that, they stated that refunds are only available if the brand made an error, leaving customers with virtually no protection. When I reached out to customer service to explain my situation, I received nothing more than a short, dismissive response that didn't address my concerns at all. It felt like they weren't interested in helping or even acknowledging the issue. Based on this experience, I would not recommend buying from this company. I was not informed that the cuffs on the hoodie would be so tight on my wrists I was surprised because I am 5’5 and 40 KG.

   lwu25 · 30 Aug 2026

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