FAQ

Which countries are available for shipping?

We currently ship to the following countries. Please note that due to COVID-19 and other factors, some countries may have temporary delivery service suspensions (example: CHINA, RUSSIAN FEDERATION, UKRAINE). The list of available countries can be found on the "Country / Region" list during the checkout process.

Shipping Company: DHL AUSTRALIA (Oceania), BOLIVIA, GUAM, ICELAND, MACAU, NEW ZEALAND, OMAN, PANAMA, PHILIPPINES, PUERTO RICO, U.S.A, VENEZUELA
Shipping Company: QXPRESS HONG KONG, JAPAN, SINGAPORE *Packages may transfer to EMS EXPRESS based on courier circumstances.
Shipping Company: EMS AUSTRIA (Europe), BELGIUM, BULGARIA, CANADA, CHILE, CYPRUS, CZECH REPUBLIC, DENMARK, FINLAND, FRANCE, GERMANY, GREECE, HUNGARY, INDONESIA, IRELAND, ISRAEL, KAZAKHSTAN, LUXEMBOURG, MALAYSIA, MEXICO, MONGOLIA, NETHERLANDS, NORWAY, POLAND, PORTUGAL, QATAR, ROMANIA, SLOVENIA, SPAIN, SRI LANKA, SWEDEN, SWITZERLAND, TAIWAN Region, TANZANIA, THAILAND, UNITED ARAB EMIRATES, UNITED KINGDOM

Can I change my address?

Customers can request to change the shipping address if they accidentally chose the wrong destination, but only for orders in the "Payment Complete" stage. Shipping country cannot be changed under any circumstances.

To change your shipping address, please follow these steps:

PC: My Account > My Shopping > Click on 'Track Orders'
App: Top Left (三) > Click on 'Track Orders' (Note: Customers ordering to Australia and Austria should double-check the shipping country before finalizing the order).

Please ensure that you double-check your address and zip code before proceeding to checkout. You can use the following links to verify your zip code:

If you fail to update your address after the "Payment Complete" stage, please cancel the order and place a new one with the correct address.

Can I add another item to my order?

Unfortunately, we cannot add another item or change the options of an order once the payment has been processed. To add additional items or make changes, please cancel your current order and place a new one. Cancellation is only possible during the "Purchase Completed" status. (My Account > Track Orders)

Can I make purchases in currencies other than USD?

We only accept USD as the payment currency. The actual amount you pay may differ from the price indicated in your Shopping Bag due to the exchange rate of your bank.

Can I get a refund for a returned package?

We do not provide refunds or reshipments for returned packages in the following cases:

Packages delivered to incorrect addresses
Packages unclaimed by addressees
Unsuccessful delivery due to insufficient information (e.g., obscure recipient's name, address)
Unsuccessful delivery due to the absence of addressees
Non-receipt of a notice regarding customs tax from the shipping company

Please make sure to keep track of the shipping updates, and if there are delays in customs clearance, contact the local customs office promptly to claim the parcel.

Will I have to pay customs taxes on my shipment?

For international orders/deliveries, the customer is responsible for any customs tax, import duties, GST, VAT, or similar customs-related charges imposed by their country. Customs policies vary, and we cannot guarantee whether shipments will be subject to customs fees. Please contact your local customs office for more information.

Additionally, customers may incur other charges, such as administration or brokerage fees, related to customs processing and clearance, which must be paid to the courier service upon delivery.

I can't see my tracking number for my order Tracking codes are generated once the parcel is handed over to the courier (DHL, EMS Express). After the parcel is transferred, the tracking number will be available in your membership account within 2-3 days.

To view your tracking number, follow these steps:

PC version: My Account > My Shopping > Track Orders
Mobile App: Top Left Menu (三) > Track Orders

Once you receive the tracking number, you can track your order and get updates on the estimated delivery date using the following links:

DHL Track & Trace URL: www.dhl.com/kr-en/home/tracking.html
EMS Track/Confirm URL: ems.epost.go.kr/front.Tracking01Eng.postal
QXPRESS Track URL: https://www.qxpress.net/

The paid amount is different from my refunded amount Please note that we only accept payment in USD for Korean Cosmetics Global, and refunds are also processed in USD. If your bank card currency is not USD, there will be a currency exchange during the refund process, resulting in a difference between the paid and refunded amounts due to exchange rate fluctuations. We do not reimburse for differences in exchange rates.

Payment cannot be completed We accept Visa, Mastercard, AMEX, JCB, and UnionPay debit/credit cards. However, there are cases where card payment may not be available, such as:

Accessing credit card through a bypass IP
Credit card inability for continuous payment
Other reasons determined by the settlement company, such as identifying a dangerous transaction or an expired effective term

If you encounter any issues with payment, please check if any of the above cases apply to your situation.

I've been requested to attach a copy of my passport Recently, the U.S. Customs has strengthened security measures, leading to random inspections of parcels and the requirement of the recipient's identification. If the shipping company requests additional information, such as a copy of your passport or ID card, Korean Cosmetics Global will send you a separate email with instructions.

To ensure successful delivery, the shipping company requires a copy of your passport with only your full name and birthday visible, while masking other details.

We understand that this process may be inconvenient, but we appreciate your cooperation in providing the necessary information for customs clearance purposes.

Q. Why do I have to send you a copy?

Recently, the U.S. and local Customs Authorities have strengthened security checks (DPSS; Denied Parties Security Screen), resulting in an increase in randomly requested passport copies to verify recipients' identification and shipping information. The process may take time, and the shipment will be released within a few days after cross-checking.

Q. Are all customers being asked to submit a copy of the passport/ID card to the courier for deliveries on hold?

No, the process for DPSS clearance is randomly selected. Orders with insufficient shipping information may also be requested to provide copies.

Q. I'm uncomfortable with my personal information being exposed. Does this process cause any personal risk or disadvantage?

No, ONLY the full name and date of birth will be forwarded and cross-checked with the copy of your passport/ID card. Passport/ID information is confidential and strictly limited to this verification process. All information is discarded immediately afterward to ensure privacy. Please mask or remove all other details, except for your full name and date of birth, to protect your personal information.

Q. I refuse to send a copy. Please cancel my order.

We apologize, but if the required information and copy are not provided within the time limit, your parcel may be returned. According to our Shipping Policy, returned or canceled orders due to insufficient shipping information are ineligible for any kind of compensation.