Shipping

Which countries do you deliver to?
- We deliver to the United States, Australia, New Zealand, Canada, United Kingdom, Singapore, Malaysia, UAE, Saudi Arabia, Qatar, Netherlands, Belgium, Germany, France, Poland, Turkey, Kazakhstan, Mongolia, Azerbaijan, Switzerland, Denmark, Norway, Japan.
- 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
  - Netherlands: 10-17 working days
  - Belgium: 10-17 working days
  - Germany: 10-17 working days
  - France: 10-17 working days
  - Poland: 10-17 working days
  - Turkey: 7–17 working days
  - Kazakhstan: 7–17 working days
  - Mongolia: 7–17 working days
  - Azerbaijan: 7–17 working days
  - Switzerland: 10–17 working days
  - Denmark: 10–17 working days
  - Norway: 10–17 working days
  - Japan: 7–12 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
  - Netherlands: EUR4.25 delivery fee or free above EUR48
  - Belgium: EUR4.25 delivery fee or free above EUR48
  - Germany: EUR4.25 delivery fee or free above EUR48
  - France: EUR4.25 delivery fee or free above EUR48
  - Poland: ZL19 delivery fee or free above ZL230
  - Turkey: TRY400 delivery fee or free above TRY4,100
  - Kazakhstan: KZT5,000 delivery fee or free above KZT46,000
  - Mongolia: MNT20,000 delivery fee or free above MNT220,000
  - Azerbaijan: AZN15 delivery fee or free above AZN140
  - Switzerland: CHF4 delivery fee or free above CHF40
  - Denmark: DKK30 delivery fee or free above DKK370
  - Norway: NOK50 delivery fee or free above NOK640
  - Japan: JPY600 delivery fee or free above JPY6,600

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.
- For refunds due to returned orders, please note that we are unable to refund shipping fees originally paid nor any handling fees incurred due to the return.
- For reshipment, please note that there will be regular shipping fees and handling fees applied. Reshipment fees will be applied regardless of the original shipment’s eligibility for free shipping.

Can customs fees, taxes and brokerage fees occur?
- Getting the latest and freshest skincare products from Korea with SkinSeoul means that we ship directly from Korea itself. Therefore your items do pass through customs in the destination country and, whilst rare, you may be charged customs and taxes, or other fees, according to local regulations.
- As we are shipping via our logistics partner, they may also charge a brokerage fee for handling the process and fees on our behalf.
- For shipment to the United States, SkinSeoul charges fees to cover customs taxes and import duties as stipulated by US customs regulations, following the suspension of the De Minimis Entry exemption for all shipments, effective August 29, 2025.
- For shipment outside of the United States, SkinSeoul does not take responsibility for the amount charged as this is dependent on the regulations of the destination country, including cases where local custom offices conduct a re-assessment of the parcel value for fee calculation.

Can I get refunded for these customs, taxes and brokerage fees?
- Yes! You can claim for the charges directly with SkinSeoul. Simply 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). This only applies for orders under USD800 (or equivalent local currency value).
- To request for a reimbursement, please email us at support@skin-seoul.com with the following details within 30 days of the customs and taxes invoice 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.