Q: What are your customer service hours and how do I get in touch?
A: Customer service hours of operation are Monday through Friday, from 9am-4:30pm EST. We’re available here, at [email protected]
Order & Shipping
Q: How long will it take to get my order? A: All orders placed before 9:00 am EST will be shipped out the same day, except weekends and holidays.
Orders placed during the weekend will be packed and labelled the following Monday and processed by Canada Post the day after.
Q: How can I track my order? A: All packages are shipped via Canada post. You will receive a shipping confirmation email when your order has been shipped.
Q: Why is there a delay in my order? A: We try our best to ship within 1 business day, but sometimes products may be out of stock by the time we receive your order. If that is the case, we will contact you and work with you to make it right.
Q: How can I cancel or make changes to my order? A: As soon as the order is confirmed, it is immediately in process to be shipped. This means there is only a very small window of time where we can “stop” your order before it is physically picked, packed and set aside for shipping along with the rest of the orders received in the past 24+ hours.
If you’d like to make any changes to your order, please email us at [email protected] as soon as possible with your order number. We’ll do our best to help you.
Q: How do I get free shipping? A: Orders over $59 receive Free Shipping.
Q: What if my shipping address is wrong? A: Please ensure the shipping and billing addresses are valid and correct addresses. If you put wrong shipping address, please email us as soon as possible. Once it is shipped, there’s nothing we can do and you will have to pay for extra shipping. If your shipping address is to a p.o. Box, please ensure the p.o. Box accepts parcel deliveries.
Q: Can I use multiple promotion codes on a single order?
A: Unfortunately, our website can only apply one promotional code per single order. Promotional codes are unable to be used in conjunction with other promotional codes on the same order. Therefore use what is most useful for you!
Q: How can I redeem my reward point?
A: In the cart, there’s a section above where it tell you how many points you have and how much you can save with that point.
Expiration date or manufacturing date
Q: Is the date on my product the expiration date or the manufacturing date?
A: Korean products are traditionally labeled with a manufacturing date instead of an expiry date and have a shelf-life of three years (in average) from this date. As k-beauty expands further into the western market, some brands have begun printing the expiration date instead of manufacturing date. Please check the characters in front or back of the dates to be sure:
제조 means “manufactured on”
까지 means “good until”
If you are still unsure about the date on your product, feel free to contact us at [email protected]
Q: Is it possible to get some advice on which products are best for me?
A: We will gladly do so! We would love to answer any questions that you may have. E-mail us at [email protected] to get advice from our professional team; we offer a service in English, Korean, and Chinese.
We will do our best to reply as soon as possible!