Answers to the questions we hear most. If yours isn't here, use the contact page and we'll reply within one business day.
Ordering and payment
Which countries do you ship to?
Canada and the United States. Prices are shown in Canadian dollars for Canadian customers and in US dollars for US customers.
Which payment methods do you accept?
Major credit and debit cards and the express payment options shown at checkout. Payment is processed securely by Shopify; we never see or store your card details.
Can I change or cancel my order?
Yes, as long as the order has not been processed for shipment, normally within 24 hours of ordering. Contact us with your order number as soon as possible. Once an order has been processed in Seoul it can no longer be changed or cancelled.
Can I combine two orders?
Orders are processed separately and cannot be combined once placed. Each order ships in its own parcel.
Shipping and delivery
Where do orders ship from?
From our warehouse in Seoul, South Korea, by tracked international courier.
How long does delivery take?
Orders are processed within 2 to 4 business days and typically arrive 5 to 10 days after the order date. Customs clearance, weather, carrier volumes and public holidays can add a few days; delivery estimates are not guaranteed.
How much is shipping?
CA$9.99 to Canada and CA$7.99 to the United States (charged in US dollars at checkout). Shipping is free on orders of CA$75 or more, approximately US$55.
Can I track my order?
Yes. You receive a tracking number by email when your parcel leaves Seoul. Tracking updates again after the parcel clears customs in your country. If it has not moved for more than 10 business days, contact us and we will open an inquiry with the carrier.
Do you deliver to PO boxes?
No. Couriers require a street address.
My parcel says delivered but I don't have it. What now?
Check with household members, neighbours and your building's mail area, then contact the carrier with your tracking number. Once a parcel is marked delivered the order is considered fulfilled; for a stolen parcel we recommend filing a police report.
Duties and taxes
Will I pay duties or taxes in Canada?
No customs duty: Korean-origin products enter Canada duty-free under the Canada–Korea Free Trade Agreement. Sales taxes (GST/HST and, where relevant, PST or QST) and a carrier handling fee are collected by the carrier before delivery on shipments valued over CA$20.
Will I pay duties in the United States?
Import duties, taxes and carrier fees may apply to parcels entering the United States. They are the recipient's responsibility and are collected by the carrier before delivery. Refused parcels are treated as returns.
Returns and problems
My item arrived damaged, is wrong, or is missing. What do I do?
Contact us within 7 days of delivery with your order number and photos (a video for leaks or defects). Once confirmed, we send a replacement or refund you in full, including shipping. You don't need to send anything back unless we ask.
Can I return a product I don't want?
Opened or used products cannot be returned for hygiene reasons. Unopened, sealed products can be returned within 14 days of delivery with a return authorization; the customer pays return shipping, a 15% restocking fee applies and the original shipping charge is not refunded. Full details are in our Returns & Refunds page.
A product irritated my skin. Can I get a refund?
Reactions and sensitivity are not product defects and are not refundable. Stop using the product and contact us; we will gladly help you choose a gentler alternative. We recommend reading the ingredient list and patch testing any new product.
When will I receive my refund?
Approved refunds are issued to the original payment method within 5 business days. Your bank may take a further 3 to 10 business days to post the credit.
Products
Are these the same products sold in Korea?
Yes. Because we ship from Seoul, you receive the version sold in Korean stores. Brands sometimes reformulate or repackage products for export markets, so the Korean version may differ slightly from what you see in North American stores.
Is the packaging in English?
Most products include an English ingredient list; some are labelled in Korean first. Every product page on this site lists the key ingredients and directions in English.
How do I read the dates on Korean packaging?
Korean products print dates as YYYY.MM.DD. A date followed by 제조 is the manufacturing date; a date followed by 까지 is the expiry date. Unopened skincare is generally good for 2 to 3 years from manufacture, and the open-jar symbol (for example 12M) shows how many months a product keeps after opening.
Why don't you sell Korean sunscreens?
Sunscreens are regulated as drugs in Canada and the United States, and most Korean sunscreens use UV filters that are not yet approved there. We only list sunscreens that are authorized for sale in your country, and we will add more as approvals are granted.
What does "Pro Pick" mean?
It is the product we would buy with our own money in that category: at most one per category, chosen by people who use the products, not by what is on promotion. See the Pro Picks collection.
In what order should I use my products?
Cleanser, toner, serum or ampoule, moisturizer, and sunscreen in the morning. Masks and exfoliating pads go after cleansing, a few times a week. The Sets & Bundles collection has ready-made routines.
Authenticity
Are your products authentic?
Yes. Every order is purchased from authorized Korean retail and brand channels and shipped from a warehouse in Seoul. We never buy from grey-market resellers.
How can I verify a product?
Batch codes and Korean labelling stay on the packaging and can be checked with the brand. Several brands also print an authentication QR code or scratch label (for example Hiddentag) that you can scan with the brand's official app.
Why are your prices lower than at local retailers?
Products are bought at Korean retail prices and shipped directly to you, without an importer or distributor in between.
Contact
How do I contact you?
Through the contact page or by replying to any order email. We answer within one business day, Monday to Friday, Eastern time.