Frequently Asked Questions
We know skincare – and our products – can raise a lot of questions. To help you as much as possible, we've collected the questions we hear most often, with answers. If you still have questions or would like personal advice, our team is always happy to help. Happy browsing!
How long does shipping take?
Delivery usually takes 1–3 business days within Germany, 4–7 business days within the EU (3–5 to Austria and Switzerland) and 7–14 business days for other countries. Orders placed on business days ship within 24 hours.
How can I track my order?
Once your order has shipped, you'll receive a confirmation email with a tracking number, so you can follow your delivery online at any time.
Can I change my order after placing it?
If you'd like to change your order, please contact our customer service as soon as possible. We'll do our best to make your changes before the order ships.
How do I return a product or withdraw from my purchase?
You can withdraw from your purchase within 30 days of delivery. Use the “Withdraw from contract” button at the bottom of every page, or see our Returns & Refunds page for all the details. For hygiene reasons, opened cosmetic products can only be returned if they are still sealed. Return shipping is at your own cost unless the item was faulty.
Which payment methods do you accept?
Right now you can pay by advance bank transfer. We are working on adding card and PayPal payments; as soon as they are live, you will see them in the payment section at checkout.
How do I find out my skin type?
Take our Skin Type Quiz or contact our customer service for personal advice. Our team will be happy to help you find the right products for your skin type.
How do you make sure your products are genuine?
We source our products directly from trusted manufacturers and suppliers. All our products are certified and guarantee the highest quality and authenticity.
Do you have skincare products for pregnant women?
Yes, many of our products are safe for pregnant women. Please contact our customer service for specific recommendations, or check the ingredients in the product descriptions.
What do I get when I sign up for your newsletter?
When you sign up for our newsletter, you'll get exclusive discounts, be the first to hear about new products and sales, and receive helpful beauty tips straight to your inbox.
Can you help me put together a skincare routine?
Yes, our customer service team is happy to help you build a routine tailored to your needs. Just get in touch with details about your skin type and skincare goals.
Do you have seasonal skincare tips?
Yes, we share seasonal skincare recommendations to help your skin handle changing weather. Check our website regularly or sign up for our newsletter to get the latest tips.
What should I do if I've received the wrong or a damaged product?
If you've received the wrong product or a damaged one, please contact our customer service right away. We'll resolve the issue as quickly as possible and offer you a replacement or a refund.
Do you offer natural cosmetics?
Yes, many of our products are made with natural ingredients and certified as natural cosmetics. Quality and safety are very important to us.
Do you offer vegan cosmetics?
Yes, we offer a wide range of vegan products made without animal-derived ingredients and not tested on animals. Vegan products are labeled on their product pages.
Do you have products for men?
Yes, our products are suitable for everyone. In Korea, skincare has traditionally not been divided by gender, so our products can be used by anyone.
How is Korean skincare different from Western skincare?
Korean skincare puts a strong focus on prevention and hydration. The routine often has several steps that thoroughly cleanse, nourish and protect the skin, for healthy, radiant skin in the long term.
Customer Service
Our customer service team is happy to help with any further questions or personal product advice. Just email us at [email protected]. We look forward to hearing from you!
