FAQ — Korean Skincare Help & Support
April 9, 2021 2026-06-05 16:40FAQ — Korean Skincare Help & Support
Frequently Asked Questions
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All payments are processed securely with SSL encryption.
Can I modify or cancel my order?
You can modify or cancel your order within 2 hours of placing it by emailing hello@eastglows.com. After 2 hours, orders enter processing.
Are your prices inclusive of VAT?
Yes. All prices displayed include VAT for EU customers. The price you see is the final price you pay — no hidden fees.
Do you offer gift wrapping?
Yes! Add gift wrapping at checkout for 3.95 EUR per order. Digital gift cards are also available from 25 EUR to 200 EUR.
Shipping & Delivery
Where do you ship from?
All orders ship from our warehouse within the European Union. This means no customs fees, no import duties, and no surprise charges for EU customers.
How long does delivery take?
EU orders typically arrive within 1-3 business days. Non-EU destinations (Norway, Switzerland, UK) take 3-5 business days. See our Shipping Information page for details.
How much does shipping cost?
Standard shipping is 4.95 EUR within the EU. Orders over 85 EUR qualify for free express shipping. International shipping to non-EU countries is 9.95 EUR.
Will I pay customs or import duties?
No — never for EU orders. Because we ship from within the EU, there are zero customs fees. For non-EU countries, local VAT and customs may apply.
How do I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can also track on our Track Order page.
Why is my tracking number not updating?
It may take 24-48 hours after shipment for tracking to activate. If your tracking has not updated for more than 3 business days, please contact us.
Returns & Refunds
What is your return policy?
You have 30 calendar days from delivery to return eligible items. Products must be unopened, unused, and in original packaging. Under EU law, you also have a 14-day right of withdrawal.
How do I start a return?
Email hello@eastglows.com with your order number and the items you wish to return. We will provide return authorization and shipping address within 24 hours.
How long do refunds take?
Refunds are processed within 5-10 business days after we receive and inspect your return. Funds are returned to your original payment method.
Can I return opened skincare products?
For hygiene and safety reasons, we cannot accept returns on opened or used skincare products. If you received a damaged or defective item, we will replace it at no cost.
Products & Authenticity
Are your products 100% authentic?
Yes, guaranteed. Every product is sourced directly from official Korean brands and authorized distributors. We never sell replicas, fakes, or expired stock.
How do I know which products are right for my skin?
Visit our K-Beauty guide or email us at hello@eastglows.com for personalized recommendations from our skincare specialists.
Are your products cruelty-free?
Most of our brands are cruelty-free and many are vegan. Check individual product pages for specific certifications.
What if a product causes irritation?
Discontinue use immediately and consult a dermatologist if needed. We recommend patch testing new products before full application. Contact us if you believe a product is defective.