FAQs

 

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!

Unsure what's right for you? 

We are here to help and would love to answer any questions and provide you with our expertise to help you learn more about Korean skincare. 

If you need any help choosing the right products for your skin type or questions about your skin type, send us a DM on our instagram @KOJASKINUK and we will get back to you as soon as we can!

Delivery: 

Q. What are the different delivery options

A. Unfortunately, we currently only ship to the UK and Europe but we are hoping to expand internationally soon!

We offer free tracked standard delivery on UK orders over £25 (3-5 Working days) and £3.95 on orders under £25 depended on the delivery option chosen. Please visit our shopping policy for further details. 

For UK Countries, we offer free standard tracked delivery on orders over £80 (5-7 working days). 

*Delivery will be attempted at the address provided. If you are unavailable to accept the delivery, the courier operates a leave safe service. Your parcel may be left with a neighbour, left in a safe, secure location at the delivery address or delivery may be re-attempted. 

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@kojaskinuk.com. This will depend on whether or not the parcel has left our premises.

Q. What is the expiration date for my products?

A. We realise the dates on our products can be confusing. Some products have the expiration date printed on the packaging while others have the manufacturing date printed. For our products on our website which have the manufacturing date (as in often the case with Korean cosmetics) the date is usually followed by the words '제조' which, in English means 'manufacture'. Products typically have a shelf life of two or three years.

If you are still unsure about the date on your products, feel free to contact us. 

Q. What is the life of the product after opening?

A. A symbol introduced by the industry in conjunction with European Union guidelines recommends the length of the time a product remains usable after opening. This periods is referred to as the 'period after opening' (PAQ). The period is given as a number of months and is marked with a letter 'M' under or within the 'open jar' symbol. When a PAQ symbol is required this will appear on the product itself and on the outside packaging. 

In practise, most cosmetic and personal care products are formulated to ensure that they are safe to use and have a shelf-life which far exceeds the normal time it would take the use the product up. 

Some useful tips by Koja Skin UK: 

  • Keep lids on products when not in use and use the product within the recommended time 
  • Avoid storing your products in the direct sunlight or near sources of heat and chose dry, cool (but not freezing) storage areas where possible
  • Apply skincare products with clean hands or an applicator and routinely wash all applications thoroughly with soap, detergent or a mild shampoo
  • Allow applicators to dry thoroughly before use 

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

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

Payment methods 

We use the secure shopify payments platform which accepts Visa, Mastercard, Amex and Apple pay.

Returns and refunds

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:/kojaskinuk.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 delivery 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@kojaskinuk.com