FAQS

DELIVERY SERVICE


Regarding COVID-19


Safety:

We assure our customers that we are taking the necessary precautions to keep our area around our stocks and packaging disinfected. We make sure to wear our masks and gloves while packing your orders and regular hand washing is taking place to ensure the safety of our delivery partners and our customers.

 We thank you for your patience. Stay safe and Healthy!

 

Products Related:

Q. Do you sell original products?

A. All the products in our store are 100% original, because the products that we sell are from the manufacturers or the official retailers. WE can proudly guarantee that all cosmetics that we sell on our shop are 100% genuine.

Q. I received the wrong or damaged product what can I do?

A. Please take pictures of the PACKAGE (which shows our address) and ITEM that you received from us and send them to us at info@helloseoul.co.uk Once we check the pictures, we will resolve the trouble immediately.

 

Delivery:

Q. What are Delivery Options?

A. We Offer free tracked standard delivery on UK orders over £25 (3-5 Working days) and £4.00 on orders under £25. For sheet mask orders (inc pimple patches), we offer free standard delivery for orders over £15 (3-5 Working days) and £3.39 on orders under £15.

     For EU Countries, We offer free standard tracked delivery on orders over £80. (7-14 workings days)

     For the Rest of the World, we offer free standard tracked delivery on orders over £100. (7-14 working days)

Q. How much is the shipping fee?

A. Shipping fee is flexible depending on weight of a package, which country a buyer lives, and what shipping method a buyer chooses.
Basically, it is weight-based shipping.
You can check it in your cart when you click 'check out' after adding items in cart.

Q. Do I have to pay the customs fee?

A. Please bear in mind that we do not have any responsibility for customs related issues.

Customers are fully responsible for any customs issues, such as customs taxes, import taxes, and so on.
Customers may be charged to pay customs fee, service fee, whatsoever related with customs.

Q. Can you mark item as 'gift'

A. Please leave us a note when checking out from your purchase saying "Please mark my box as a GIFT" then we will proceed with your request.

Q. I haven't received my order.

A. Shipping should take 10-35 days depending on situation such as holiday, post office break etc. However, we hold responsible for all orders please contact us at info@helloseoul.co.uk should you not receive your goods after a month.

Orders:

 

Q. Can I change my order ?

      A. Please contact us as soon as possible for a cancellation request you can email us at info@helloseoul.co.uk. This will depend on whether or not the parcel has left our premises.

 

Q. Where can I find the expiry date of the product I have purchased?

      A. The expiration or the use by date will be written on the product.

Date on the product can be EITHER the manufactured date OR the expiration date.
If you see the Korean word "제조," then it is the manufactured date.
If you see the Korean word "까지," then it is the expiration date.

Products typically have a shelf life of two to three years. If you are still unsure about the date on your product, feel free to contact us.

Q. Can I use more than one promo code for an order ?

     A. Unfortunately, you can only use one promo code per order.

Please note: Offers and discount codes cannot be combined

Q. I paid for my order but didn't get an order confirmation. Did my order go through?

A. Please double check your billing information that you provided matches with the information from your bank details. Otherwise, the transaction will fail and we won't receive your order on our end. Since the transaction failed, the card provider will remove the pending transaction from the customer's billing statement.


PAYMENT METHODS

      

We use the secure shopify payments platform which accepts Visa, Mastercard, Amex and Apple pay. We also provide paypal as a payment method.


RETURNS & REFUND 

 

Q. How do I refund an item?

     A. You may return any items within 30 days of purchase and receive a refund or exchange as long as the product is not damaged or opened and is in a resalable condition. For more informations about Returns and Refund visit https://helloseoul.co.uk/policies/refund-policy

PLEASE NOTE: For Hygiene reasons we can not accept return of any opened or used products. Also, items bought on sale cannot be refunded. 

Q. Will I receive my postage costs back if I return the items for a refund?

      A. Unfortunately, You will be responsible for paying for your own shipping costs for returning the items. The shipping costs are non-refundable. We recommend you using a tracked shipping method as we cannot process the refund if we haven’t received the returned item.

Q. How long does it take to receive a refund ?

      A. You should receive your refund within 10 working days. If you didn't receive your refund after 10 days please do contact us at info@helloseoul.co.uk