Shipping

How long does it take for my order to arrive?
- Your order will typically arrive in 8-11 business days (United States), 4-8 business days (Singapore), 7-14 business days (Australia) or 8-11 business days (Malaysia). This is because we’re committed to bringing you the freshest Korean beauty products, shipping directly from Korea to ensure authenticity and quality.
- We understand how important timely delivery is and are working diligently to speed up this process. Do keep in mind, especially around festive times like Christmas, there might be a slight delay due to the high volume of orders and the busy shipping season.
- Please be assured that we are constantly striving to improve and hope to make our delivery times even quicker in the future.

Do you accept international orders?
- At this time, we only accept orders to the United States, Australia, Singapore, Malaysia and do not offer shipping for other countries yet.

Shipping methods available
- We work with multiple logistics partners to ensure the highest reliability. They handle the delivery of all our orders, ensuring safe shipping for your purchases.

Can I send parts of my order to a different address?
- No, unfortunately, we cannot send parts of your order to different addresses. Each order is shipped to a single address specified at the time of purchase. If you need to send items to multiple addresses, please place separate orders for each destination. We are working on improving this area, please stay tuned for future updates.

Do you have free delivery or other promotions?
- Yes, we offer free delivery on orders over USD 49, SGD 50, AUD 55 or RM 170. This promotion allows you to enjoy our products without the added cost of shipping, as long as your order meets the minimum amount. Keep an eye out for other promotions we may have from time to time as well!
- For orders under this amount, there will be a shipping fee of USD 14, SGD 6, AUD 18, or RM 28.

I have not received my item. Who should I contact?
- If you haven’t received your item and it has exceeded the expected delivery timeline and your order status on the website does not have any further updates, please reach out to our Customer Service team. They will assist you in tracking your order and provide you with the necessary support to resolve this issue. We’re here to ensure your shopping experience is smooth and satisfactory.

My order status shows delivered, but why have I not received it yet?
- If you have not received your order within the next 24 hours after status shows delivered, please reach out to our Customer Service team. They will assist you in tracking your order and provide you with the necessary support to resolve this issue

Can customs and brokerage fees occur?
- When you order from us, we ship from Korea, and therefore your items pass through customs in the destination country, where taxes, duties, or fees may apply, according to local regulations.
- As we are shipping via our logistics partners, they may charge a brokerage fee for handling the process and fees of customs clearance on our behalf.

Who pays for customs and brokerage fees?
- In the minority of cases, customers may be charged customs and brokerage fees to receive their package. SkinSeoul does not take responsibility for the amount charged due to customs and brokerage fees.
- In these cases, you can make the payment directly to the logistics provider to release the package, keep the receipt, and we will send you SkinSeoul credit up to the value of your order (excluding shipping fees). To request for this, please email us at support@skin-seoul.com with the following details within 30 days of the payment receipt date:
  - Your order number
  - A clear copy of the receipt for the fees paid, issued by the logistics provider
  - A description of the charges
- Refund claims must be submitted in a timely manner, and the evaluation and approval of the claim are at the sole discretion of the company.
- If you refuse a package due to customs issues, including refusal to pay customs tax or duties, this can cause significant delays should you wish to subsequently release the package. In addition, we will not be responsible for any refund or reshipment of the refused package due to any failure to provide requested documents, or other related issues.