FAQ

Questions about Korean skincare, delivery, returns or choosing the right products? Find quick answers below. If you still need help, our team is happy to assist.

Products & Skincare Advice

Can you help me choose the right skincare products?

Yes. If you're not sure which products are right for your skin, our team can help. Visit our Get in Touch page and select “Product or skincare recommendation”. Tell us about your skin type, main concerns, age range and any ingredient allergies or sensitivities.

What information should I provide when asking for skincare advice?


Please provide as much information as you can about your skin type, main concerns, age range, ingredient allergies or sensitivities, and your current skincare routine. This helps us suggest more suitable options.

I don't know my skin type. Can you still help me?


Yes. Tell us what you notice about your skin, how it usually feels, and what concerns you would like to address. Our team can help guide you towards suitable product options.

What if I have sensitive skin or ingredient allergies?


Please tell us about any known allergies or sensitivities when requesting a recommendation. We also recommend checking the full ingredient list and patch testing a new product before adding it to your routine.

Where can I learn more about Korean skincare?


Visit our K-Beauty Guide for helpful articles about Korean skincare, ingredients, routines and common skin concerns.

Shipping & Delivery

Are your products shipped from New Zealand?

Yes. All products are stocked in New Zealand and shipped using NZ Couriers.

When will my order be dispatched?

Orders placed before 9:00 pm are processed and dispatched on the next working day. Orders placed after 9:00 pm are dispatched on the following working day.

How long does delivery take?

Delivery is usually the next working day after dispatch. Rural and non-urban deliveries may take longer because parcels may be forwarded to a local rural delivery contractor.

Do you deliver to rural addresses?

Yes. Please select the rural delivery option at checkout if your address is rural or non-urban.

I'm not sure if my address is rural. What should I do?

If you're unsure whether your address is classified as rural, you can place your order as normal. If an additional rural delivery charge applies, we'll contact you and send you a secure payment link for the extra shipping cost.

Do you dispatch orders on weekends or public holidays?

Orders placed on weekends or public holidays are processed on the next working day.

Returns & Refunds

Can I return an item?

You can request a return within 7 days of receiving your order. For a change-of-mind return, the product must be unused, in its original condition and packaging, and you’ll need proof of purchase.

Can I return an opened or used skincare product?

For change-of-mind returns, skincare products must be unused and in their original condition and packaging.
If your product is faulty, damaged, incorrect or there is another issue with your order, please contact us so we can review it separately.

How do I request a return?

Please Get In Touch within 7 days of receiving your order.

Include your order number and the reason for your return. We’ll review your request and let you know the next steps.

Who pays for return shipping?

For an accepted change-of-mind return, the cost of returning the item is the customer's responsibility.

If your product arrived damaged, faulty or incorrect, please contact us before sending anything back so we can arrange the appropriate solution.

What if my order arrives damaged or defective?

Please contact us as soon as possible after receiving your order. Include your order number, details of the issue and photos if possible.
We’ll review the problem and work with you to make it right.

What if I receive the wrong product?

Please contact us as soon as possible with your order number and details of the incorrect item.

We’ll review the issue and arrange an appropriate solution.

Can I exchange a product?

We don't process direct exchanges. The quickest option is to request a return for the eligible item and, once the return is accepted, place a new order for the product you would like.

How long does a refund take?

Once we receive and inspect your return, we'll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process it.

What should I do if I haven't received my refund?

If more than 15 business days have passed since your refund was approved, please Get In Touch and we'll check it for you.

Orders & Contact

Can I contact you about an existing order?

Yes. You can contact us through our Get in Touch page or email hello@kbeautyshop.co.nz.

Please include your order number where possible so we can help you faster.

Can I contact you before placing an order?

Absolutely. You can contact us with questions about products, skincare recommendations, shipping or anything else you would like to clarify before placing your order.

For skincare advice, use our Get in Touch form and select Product or skincare recommendation.

How can I contact KBeautyshop.co.nz?

You can contact us through our Get in Touch page or by emailing:

hello@kbeautyshop.co.nz
Our Get in Touch form can also be used for skincare recommendations and product questions.

Still need help?

Can't find the answer you're looking for? Whether you need help with an order or choosing the right skincare products, our team is happy to help.

Get in Touch