Shipping

Which countries do you deliver to?
- We deliver to the United States, Australia, New Zealand, Canada, United Kingdom, Singapore, Malaysia, UAE, Saudi Arabia and Qatar.
- Stay tuned as we announce further country launches!
- Kindly note that we are unable to deliver to P.O. Box addresses in the United States.

How long does it take for my order to arrive?
- We’re committed to bringing you the freshest Korean beauty products, shipping directly from Korea to ensure authenticity and quality.
  - US: 8-11 working days
  - Australia: 7-12 working days
  - New Zealand: 7-14 working days
  - Canada: 7-14 working days
  - United Kingdom: 7-14 working days
  - Singapore: 4-8 working days
  - Malaysia: 8-11 working days
  - UAE: 8-17 working days
  - Saudi Arabia: 8-17 working days
  - Qatar: 8-17 working days
- Do keep in mind, especially around festive times like Christmas, Black Friday, as well as other Korean Public Holidays, there may be slight delays, but we will always keep you updated on the progress.

Who is shipping my products?
- We work with our fulfilment partner, Deleo Korea, to ensure the highest speed and reliability for all your orders. Kindly note that the final delivery within your country will use local delivery providers who may contact you for arranging the safe final delivery.

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.

How much does delivery cost? Do you have free delivery?
- Yes, we offer free delivery for all new customers on their first order regardless of the purchase value – simply register, checkout and the delivery fee will be waived automatically.
- For existing customers or for orders above a certain threshold, we also offer free delivery. Ffor anything below these following thresholds we charge a small delivery fee.
  - US: $6 delivery fee or free above $49
  - Australia: A$8 delivery fee or free above A$55
  - New Zealand: NZ$8.5 delivery fee or free above NZ$60
  - Canada: CA$8 delivery fee or free above CA$69
  - United Kingdom: £4 delivery fee or free above £45
  - Singapore: S$5 delivery fee or free above S$49
  - Malaysia: RM28 delivery fee or free above RM170
  - UAE: 18د.إ delivery fee or free above 180د.إ
  - Saudi Arabia: 25ر.س delivery fee or free above 220ر.س
  - Qatar: 25ر.ق delivery fee or free above 215ر.ق

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 in your order confirmation, please reach out to support@skin-seoul.com. 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.

How do I track my order?
- We will always keep you up to date! You’ll receive email updates as soon as we have received your order, starting packing and then shipped out. In the shipment confirmation email, you’ll receive a tracking number and link to our logistics partner portal, which will show the status of your parcel.
- If you are keeping note of your tracking number and wish to navigate to the portal yourself, kindly use the following link: https://tracking.deleo.co.kr/

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 support@skin-seoul.com. They will assist you in tracking your order and provide you with the necessary support to resolve this issue.

What happens to my order if I was not present to receive or collect it and it is then returned to SkinSeoul?
- Shipments are undeliverable for reasons such as an incorrect shipping address, failed delivery attempts (e.g., recipient unavailable), or unclaimed parcels held by the local courier. If your order is returned to us as undeliverable, we will notify you via email to arrange for reshipment or refund.
- Please note that we are unable to refund any shipping fees originally paid. All reshipments incur handling fees plus reshipment fees that are the same as our regular shipping fees. Reshipment fees will be applied regardless of the original shipment’s eligibility for free shipping.

Can customs fees, taxes 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 other fees may apply, according to local regulations.
- As we are shipping via our logistics partner, they may charge a brokerage fee for handling the process and fees of customs clearance on our behalf.

Who pays for these customs, taxes and brokerage fees?
- In the minority of cases, customers may be charged customs, taxes 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 the package delivery due to customs issues, including refusal to pay customs and brokerage fees, this can cause significant delays should you wish to subsequently make payment to release the package. Unfortunately, SkinSeoul does not offer refunds or reshipments of packages which have been refused by the customer.