Frequently Asked Questions (FAQs)


Table of Contents

1. Product Questions

2. Order Questions

3. Shipping Questions

4. Returns & Refunds

5. Customer Service

1. Product Questions

Q: Are your products authentic?

A: Yes! All of our products are 100% authentic and sourced from official brands in Korea and Japan. We carefully select our products from reliable sources, so you can shop with confidence.

Q: Do your products have a guaranteed shelf life?

A: All products are within their normal shelf life, and we check the condition of products before shipping. Expiration dates are usually indicated on the product packaging.

 

2. Order Questions

Q: Can I modify or cancel my order after placing it?

A: If your order has not yet been prepared for shipment, please contact us as soon as possible and we’ll check whether it can be modified or canceled. Once your order has entered the shipping process, we’re unable to make changes or cancel the order.

Q: How long does it take for my order to ship?

A: Orders are generally prepared for shipment within 1 business day after payment has been completed. During new product launches, pre-order periods, holidays, or busy shipping periods, processing times may be longer.

 

3. Shipping Questions

Q: Do you offer international shipping?

A: Yes! We offer shipping to destinations worldwide (e.g. US, UK, Australia, etc.). You may find more details on our Shipping Policy page. Available shipping destinations and shipping fees will also be shown at checkout.

Q: Where are orders shipped from?

A: Orders are currently shipped from Hong Kong, so delivery times may vary depending on your destination. You may find more details on our Shipping Policy page.

Feel free to contact us if you have any questions about shipping to your location!

Q: How long does shipping take?

A:

• Europe, the Americas & other destinations: Approximately 8–15 business days

• Taiwan: Approximately 3–7 business days
• Hong Kong & Macau: Approximately 1–3 business days

You may find more details on our Shipping Policy page.

*Actual delivery times may vary depending on customs clearance, the shipping carrier, and local delivery conditions.

Q: How can I track my order?

A: Once your order has shipped, you’ll receive a shipping confirmation email with your tracking information. You can also log in to your account to check your order status.

Q: Will I need to pay customs duties or import taxes?

A: Customs regulations vary by country and region. If customs duties, VAT, or other related fees apply to your order, these costs will be the responsibility of the recipient.

 

4. Returns & Refunds

Q: Can I return or exchange an item after receiving it?

A: For hygiene reasons, we’re unable to accept returns or exchanges due to personal preferences, such as the product not being suitable for you, not liking it, differences in color, scent, etc. Returns or refunds may be accepted if you receive a defective or incorrect item, or if the product has been significantly damaged during shipping.

Q: What should I do if I receive a defective or incorrect item?

A:

Please contact us within 7 days of receiving your order and provide:

• Order number
• Photos of the product
• Photos of the outer shipping package (if applicable)
• A video showing the defect (if applicable)

We’ll review the issue and assist you as soon as possible.

 

5. Customer Service

Q: How can I contact customer service?

A: You can find our contact information on the Contact Us page of our website. You can also reach us by email or send us a message through our social media platforms. If you have any questions, feel free to get in touch!

Q: What are your customer service hours?

A: Our customer service is available Monday to Sunday, so feel free to reach out anytime! We’ll get back to you within 1–2 business days after receiving your message.