Find answers to common questions about shopping at INGU. Can't find what you need? Contact our team.
Shipping & Delivery
How long does delivery take?
Bangkok Metropolitan Area: 1–2 business days. Upcountry Thailand: 2–4 business days. Same-day delivery is available in Bangkok for orders placed before 12:00 noon on business days (additional fee applies).
How much is shipping?
Shipping is calculated at checkout based on weight and destination. Orders of ฿5,000 or more qualify for free standard shipping throughout Thailand. Express and same-day options are available at extra charge.
Do you ship outside Thailand?
Currently, INGU ships within Thailand only. For international enquiries, contact customerservice@inguskin.com.
How do I track my order?
Once dispatched, you will receive a shipping confirmation email with a tracking number. You can also view shipment status under My Account → Orders.
What if nobody is home at delivery time?
The courier will leave a delivery notice and retry the next business day. After two failed attempts, the parcel is held at the nearest depot. Contact us or the carrier with your tracking number to reschedule.
Returns & Exchanges
What is your return policy?
Most items may be returned within 7 calendar days of receipt, provided the item is unopened, unused and in its original packaging. See our Terms of Service for eligible and non-eligible items.
How do I start a return?
Go to My Account → Returns, choose the order and the items to return, or email customerservice@inguskin.com within the 7-day window with your order number and reason. For defective or incorrect items, we send a pre-paid return label.
When will I receive my refund?
Once we receive and inspect the returned item, refunds are processed within 5–10 business days to your original payment method. Card refunds may take an additional 3–5 business days depending on your bank.
Can I exchange for a different product?
Yes — contact us within the 7-day window, return the original item (unused), and place a new order. If the exchange is due to a defect, return shipping is covered by us.
I received the wrong or damaged item — what do I do?
Contact us within 48 hours of delivery with your order number and photos. We will arrange a free replacement or full refund.
Payment
What payment methods do you accept?
- Credit & debit cards: Visa, Mastercard, JCB, American Express
- PromptPay
- Internet banking (major Thai banks)
- 0% instalment plans up to 10 months: KBank, SCB, KTC, and other participating banks
Is my credit card information safe?
Yes. All transactions are processed through PCI-DSS compliant gateways and encrypted with TLS. We never store your full card number.
Do you offer instalment payments?
Yes — 0% interest instalments for 3, 6, and 10 months through KBank, SCB, KTC, and participating banks. Minimum purchase amounts and eligible card tiers vary by promotion — check the product page for current offers.
I was charged but my order wasn't confirmed — what should I do?
Wait up to 15 minutes and check your spam folder. If you still haven't received a confirmation, contact customerservice@inguskin.com with your payment reference. We will investigate and either process the order or issue a full refund.
Orders & Tracking
Can I modify or cancel my order?
Orders can be modified or cancelled within 1 hour of placing, before they enter fulfilment. Contact us immediately at customerservice@inguskin.com. Once packed or shipped, returns apply.
Do I need an account to order?
No — guest checkout is available. Creating a free account lets you track orders, save addresses, view order history, and access member-exclusive promotions and tier benefits.
Can I change my delivery address after ordering?
Yes, but only before dispatch. Contact us immediately with your order number and new address. Once handed to the courier, address changes are subject to the carrier's policies and may incur additional fees.
Account & Membership
What are the membership tier benefits?
INGU has four tiers based on cumulative spend. See My Account → Membership Tier for the full list of benefits.
- Bronze (฿0+)
- Silver (฿5,000+)
- Gold (฿20,000+)
- Platinum (฿60,000+)
How do I reset my password?
Click Login → Forgot Password, enter your registered email, and we will send a reset link valid for 24 hours.
How do I delete my account?
Email customerservice@inguskin.com. We will process your request within 30 days. Order and tax records required for legal compliance are retained for up to 5 years per Thai law.
Promotions & Gift Cards
How do I apply a discount code?
Enter your code in the Discount Code field on the cart or checkout page and click Apply. One code per order; codes cannot be combined with other promotions unless stated.
Do you offer gift cards?
Yes — INGU Gift Cards are available in ฿500, ฿1,000, ฿2,000, and ฿5,000. Purchase online and redeem at checkout. Valid for 12 months from purchase; non-refundable.
My discount code isn't working — what should I do?
Check that the code: (1) has not expired, (2) meets any minimum spend, (3) applies to the items in your cart, and (4) has not already been used. If the issue continues, contact customerservice@inguskin.com.