FAQ
Delivery
1. Why does my Same Day Delivery take longer than a day?
DHL SDD does not deliver to business addresses, student houses, hotels or above companies. Contact info@koreanwonder.nl if the package has not been delivered after 3 working days.
2. My order is shown as delivered, but I have not received anything.
First check with your neighbors. If the package is still missing, please contact us at info@koreanwonder.nl.
3. Why did the total amount in my shopping cart change just before checkout?
Due to EU regulations, local VAT will be applied from 1st July 2021. This may impact the final amount if your local VAT differs from 21%
4. Which countries do you ship to and what are the shipping costs?
View all shipping options and costs on the website.
5. Do you offer free shipping?
Yes, free shipping is possible from a certain order amount, depending on the country. Check the details on the website.
6. What happens to my order if I am not at home to receive it?
You can choose a new delivery time or location on the same day. If no action is taken, the package will be ready at a service point.
7. According to the Track & Trace, my order should have been delivered to a safe place, but it is not here.
If the package is lost or stolen after delivery to a safe place, the responsibility lies with the customer.
8. I have not received an update on my tracking code yet.
It may take some time to receive an update depending on the carrier and destination. Please contact us if you do not have an update after 2 days.
Returns and Cancellations
1. Can I still cancel/change my order?
We can cancel or change your order as long as it has not been shipped. Please contact us as soon as possible.
2. How can I return an order?
You can cancel your order up to 14 days after delivery without reason. More information can be found on the website. Questions? Contact us via info@koreanwonder.nl .
3. Can I return or exchange a product?
Products can be returned within 14 days, provided they are unused and sealed. Exchanges are unfortunately not possible.
4. My order was cancelled by Korean Wonder, what now?
This may be due to unforeseen stock shortages or delayed payments. Please contact us for further information.
Order problems
1. An item is missing or I received the wrong product.
Please contact us and send photos and details. We will solve the problem as soon as possible.
2. There is no payment method available, what should I do now?
Sometimes payment methods are temporarily unavailable due to a system error. Please contact customer service for assistance.
3. My address is incorrect, what should I do now?
Please contact us as soon as possible. If the package has already been shipped, the address can no longer be changed.
4. What are the steps if my order is not received, while the Track & Trace indicates otherwise?
Please check with your neighbors and contact customer service for further steps.
5. I have not received a confirmation email, what should I do now?
Please check your spam folder and contact customer service if the email is missing.
Payment and Prices
1. What payment methods do you accept?
We accept iDEAL, PayPal, Visa, Mastercard, Klarna and various other payment options.
2. Will import tax be charged?
Our prices include all taxes.
3. Can I combine multiple discount codes?
It is not possible to use multiple discount codes at the same time, but Gift Cards can be combined.
Product information
1. Why is the brand I'm looking for not on Korean Wonder?
We are open to suggestions. Please email us if you are missing a specific brand or product.
2. Are Korean skincare products suitable for all genders and ethnicities?
Yes, the products are suitable for everyone, regardless of gender or ethnicity.
3. I want to try Korean skincare, but I don't know where to start.
Follow the user manual guideline under the category “user guide” on our website.
4. How and when do I use certain products?
Contact us for personalized advice.
5. How many steps does a typical Korean skin care routine have?
A typical routine consists of at least 10 steps, such as cleansing, toning, serums, eye cream and sunscreen.
6. Do you offer skin care advice?
Yes, we offer personal advice. You can schedule an appointment via our website or contact us.
Customer Service and Other
1. How long is customer service available?
Customer service is available Monday through Thursday from 9:30 AM to 6:00 PM, and Friday from 9:30 AM to 4:00 PM.
2. How long do products stay in my shopping cart?
If you are logged in, your shopping cart will be saved for 2 weeks. Without logging in, it will be emptied after 30 minutes.
3. Is there a limit on my wishlist?
You can save up to 50 products in your wishlist.
4. I have a complaint, how do I make this known?
Complaints can be reported to customer service. Not satisfied? You can report the dispute via Stichting WebwinkelKeur or the ODR platform.