Frequently Asked Questions

Before Ordering

Are your products genuine?

All our products are 100% genuine. We hate fake products and do not deal with grey markets. We only source directly from reputable suppliers in Seoul. We fly our stock via express post to Sydney. We quality check our stock for authenticity and freshness before accepting them into our stock.

What is the expiry date of Product X?

We provide expiry date information on all of our products in the product information page. Except for when there are no date provided on the packaging.

Would you stock Product Y?

Please contact us via the contact form. We’ll assess the plan to stock a certain product case by case.

What is your returns policy?

You can view our returns policy via this link.

Do you provide free samples?

Certainly. We provide free samples with all orders. The amount and type of samples is dependent on your order and randomly selected.
If you have a particular request, leave it in the “Order Notes” section when checking out. We’ll try our best to accommodate.

Could you recommend some products for me?

Certainly. We can make recommendations based on your skin type, concerns and any known allergies.
However, please understand that each person reacts differently to each product, therefore we cannot guarantee whether a product will work for you or whether you’ll break out from it. We take no responsibility for any reactions you may experience.

Ordering

What payment options do you accept?
  • Credit Card
    Instant payment using your credit or debit card with a Visa, Mastercard or American Express logo.
  • Paypal
    Instant payment processed by Paypal.
  • Direct Bank Transfer
    Our bank details will be provided to you once you place your order. Transfer or deposit the sales amount into our bank account. It usually takes 2-3 business days for payment to clear. We will process your order once payment is clear.
Where do you ship to?

We currently only ship within Australian addresses that are covered by the Australia Post network.

What are the shipping methods and how much?

We deliver Australia wide using two methods:

  • Standard Shipping
    Via Parcel Post by Australia Post
    Flat Rate: $9.90, Free for orders over $149
    Delivery Time: 2-6 business days
  • Express Shipping
    Via Express Post by Australia Post
    Flat Rate: $15.40
    Delivery Time: 1-2 business days

We also offer free pick up from our Rhodes office in Sydney.

Are my details safe?

Yes. Our website is secured by a SSL certificate so your connection with our website is always secure. In addition, we do not collect credit/debit card information on our site. Instead, we use third party’s secure gateway for processing payments.

Can I pick up the order to save on shipping cost?

Yes, you’re welcome to pick up your order from our Rhodes office in Sydney. Refer to Order Pick Up page for more details.

Can I go to your office to choose products and purchase on the spot?

Sorry, our office is not open to the public for security reasons. Please place an order online and choose the “pickup” option if desired.
All pickup orders will be handed over at the foyer of 46 Walker Street, Rhodes.

Can I pay when I pick up the order?

Sorry, we no longer offer this option. All orders will have to be paid for in full before we start processing, including pick up orders.

After Ordering

When would you dispatch my order?

We prepare and dispatch our order within 24 hours of payment clear. Please contact us if you have any special requests.

What is my tracking number?

Your tracking number is provided to you via the shipping notification we send to your email address. You could also retrieve it by visiting the “Orders” page in “My Account“, then selecting the order number you’d like to view.

When will I receive my order?

Orders usually arrive within 6 business days for standard shipping and 2 business days for express shipping. You can track the order on Australia Post Website using the tracking number provided.

What is your returns policy?

You can view our returns policy via this link.

What's happening to my order? I have not received any communications from you!

We send an “order confirmation email” when you place your order and an “order dispatch email” or “ready for pick up email” when your order is dispatched or ready for pickup. These emails are automatically generated and may end up in your junk mail box. Please check your junk mail folder and add “[email protected]” to your address book to ensure you’re receiving communications from us! You can also check the status of your order in My Account page.

Order Pickup

What is the process for order pickup?
  1. Add your desired items to cart and choose “Local Pickup from Rhodes (Sydney)” at Checkout.
  2. Pay for your order using Paypal or Direct Bank Transfer.
  3. After payment is clear, we’ll start preparing your order.
  4. We’ll send you an email notifying that your order is ready for pickup.
  5. Follow the link in your email (or: Order Pickup) and fill out the form with your desired time slot.
  6. We’ll respond via email, confirming the time for your pickup and all details you need to know.
  7. Come and pick up your order at the arranged time!

Sorry if we made it sound complicated, it’s actually super easy breezy. Try it for yourself!

What time can I come and pick up my order?

Please send your desired timeframe via the “Order Pickup” Form after placing your order.
Available hours for pick up are: 1pm~4pm Weekdays, 2-4pm Weekends.
If you have an urgent order, please contact us BEFORE placing your order to make sure we’re available for you to pickup in a short time.
Please DO NOT come unnotified, our office is not always attended.

What do I need to bring to pick up the order at your Rhodes office?

You will need to quote your order number and name when picking up the order. We do not require any print out information.

Where are you located?

We’re located at 46 Walker Street, Rhodes. It’s a 5 minute walk from Rhodes Station. Please be aware that parking along Walker Street is often very limited. Also note that our office is not open to public. All pick up orders will be handed over at the foyer of the building.

Ask us a question