Have a question?
We're here to help. Send us a message and we'll get back to you as soon as possible.
Before writing to us, take a look at the frequently asked questions below, your question may already be answered.
We usually reply within 24 hours. If you don't see our reply, check your spam or promotions folder.
And if you prefer, write to us directly at [email protected]. When you write to us first, our reply lands in your own inbox and is far less likely to end up in spam.
Frequently asked questions
It most likely landed in your spam or promotions folder. Look for the sender [email protected]. The email can take up to 10 minutes to reach you, so give it a moment before assuming it is lost, and do not place the order again: if the payment went through, your purchase is already registered even if you cannot see the email yet.
Your order number is in the confirmation email, in this format: #A1B2C3D4. With it and your email address you can check your shipment on our tracking page whenever you want.
It is normal during the first few days. We prepare orders within 24-48 business hours and then hand them to the carrier. As soon as the carrier records the first movement, you automatically receive an email with your tracking. Until then it stays on information received, and it does not mean it is stuck.
If you added a product after paying, that one is charged separately, so you will see two charges that add up to your order total. It is not a double charge. It also happens that someone thinks their purchase did not go through and places it again. If that happens we always write to you to ask whether it was a mistake, and then we cancel and refund one, or if you wanted both we ship both. If this happened to you and you would rather not wait for us to write, tell us at [email protected] and we will sort it out.
Write to us as soon as possible at [email protected] with your order number and the correct address. As long as the order has not shipped, we can fix it without any problem.
It is almost always a contact problem rather than an address one: couriers usually call before delivering, and if they cannot reach you they mark the attempt as failed. If your phone diverts calls from unknown numbers, save the number they call you from. The detail on your tracking page sometimes shows the branch holding your parcel, and you can call them directly to arrange delivery. If you cannot see it, write to us at [email protected] with your order number and we will tell you which one it is.
Nothing is missing. The spatula comes inside the collagen mask box, so check in there. And the Korean Routine Guide is digital: it reaches you as a PDF with your confirmation email and you can download it whenever you want.
We prepare it within 24-48 business hours. After that, delivery to United States takes approximately 7-10 business days. These are estimates, counted in business days, Monday to Friday.
Chilean customs requires it to release the parcel in the name of whoever receives it. Without it, the shipment can be delayed or held.