Track Your Order

First, don't panic. A lot of “missing” deliveries are sitting in a safe place or were handed to someone nearby.

Do a quick 5-minute check:

• Check around your delivery address: front door, side door, porch, garage, mailbox area, and any “safe place” your carrier might use.
• If you're in an apartment or building, check the parcel room, parcel lockers, concierge, reception, mailroom, and building staff.
• Ask household members, roommates, neighbours, or anyone who might have accepted it for you.
• Look for a delivery notice, locker key, pickup slip, or code (sometimes it's in your mailbox or tracking notes).

If it was marked delivered today: Give it one extra business day. A “Delivered” scan can occasionally appear early or be recorded incorrectly.

If you still can't locate it:

• Contact the local carrier first and ask for a delivery trace (they can often confirm the exact drop-off location).
• Then email wecare@kbeauty.shop with your order number, tracking link, and the carrier case/reference number.

Important: Carriers treat a “Delivered” scan as confirmation of delivery, so refunds or reshipments for parcels marked Delivered and then lost or stolen after delivery are generally not available. We'll still help you request a delivery trace and review your case in line with our Shipping Policy.

This usually means your parcel is waiting for you at a local pickup point, or the carrier needs an action from you.

What to do:

• Check your mailbox, door area, or building notices for a pickup slip, locker key, code, or collection details.
• Open the tracking details and look for the pickup location name and deadline.
• Arrange redelivery if it's offered, or pick it up as soon as you can (bring a valid photo ID if required).

Tip for apartments and gated buildings: carriers may mark an attempt if they couldn't access the building, didn't see a secure place, or a signature was required.

If the pickup location looks wrong, or you didn't receive any notice, contact the carrier first, then email wecare@kbeauty.shop with your order number and tracking link.

This is typical for international shipments.

• Your tracking email confirms your order has been dispatched and a tracking number is assigned. It may show 'Label created' or 'Pre-shipment' at first—the first carrier scan can take 24–48 hours to appear.
• Tracking updates can be slower on weekends, during peak season, or around Korean public holidays.

If it's been more than three business days since your shipping confirmation email and tracking still shows no movement, email wecare@kbeauty.shop with your order number and we'll check it for you.

International deliveries often involve more than one carrier.

• We ship from South Korea, and your parcel may move through an international logistics partner before it's handed to your local delivery carrier.
• In many countries, final delivery is completed by the local postal service (for example, USPS, Canada Post, Australia Post, Royal Mail, Deutsche Post, or La Poste).

It's normal to see a short tracking “pause” during handoffs. Once your local carrier has the parcel, scans usually become more frequent.

When your package is handed to a local carrier for final delivery, you'll see a “Track with [Carrier]” link appear near your tracking number above.

Why track with the local carrier?

• Local carriers often have more detailed updates about your package's final mile delivery.
• You may see delivery time estimates, driver location, or redelivery options that aren't available here.
• If you need to arrange pickup or change delivery preferences, the local carrier's website is the place to do it.

Common local carriers include Royal Mail (UK), La Poste (France), Deutsche Post/DHL (Germany), Australia Post, Canada Post, and your national postal service.

If the local carrier's tracking isn't updating, please allow 24–48 hours after the handoff for their system to register the package.

Most delays are caused by things outside anyone's control, like customs checks, weather, peak holiday volume, strikes, or local carrier backlogs.

A few things that often help:

• Double-check your address in the order confirmation email (especially apartment/unit numbers).
• Watch for carrier messages requesting info for customs or delivery.
• If tracking is moving, even slowly, it's still on its way.

Once your package is with a local carrier (you'll see local scans in tracking): Contacting them directly is usually the fastest way to get answers—as the recipient, you have more options to arrange redelivery or request a pickup hold. Use the “Track with [Carrier]” link above for their tracking page and support options.

If it's still in international transit (no local scans yet) and tracking shows no movement for 14 days (Standard) or 7 days (Express), email wecare@kbeauty.shop with your order number and tracking link—we'll help chase it down.

To give us the best chance to help, please report issues within 30 days of the shipping date shown on your dispatch email. See our Shipping Policy for full details.

All orders ship from South Korea. Prices don't include import duties, VAT, or customs fees unless stated otherwise.

• United States: Delivered Duty Paid (DDP) — we pay all US import duties and tariffs. No extra charges on delivery.
• United Kingdom: Orders up to £135 typically have no customs duty. Above £135 may incur duties and local taxes.
• Australia: Orders up to A$1,000 typically have no customs duty. Above A$1,000 may incur duties and local taxes.
• New Zealand: Orders up to NZ$1,000 typically have no customs duty. Above NZ$1,000 may incur duties and local taxes.
• Other countries: Local customs may charge duties, VAT/GST, and brokerage fees based on your order value. Paid by you if they apply.

Customs and VAT charges are set by local authorities and aren't refundable by us. Regulations can change—check your local customs website for current thresholds. See our Shipping Policy for full details.

If you spot an address issue, email wecare@kbeauty.shop as soon as possible.

• If your order has not yet been packed, we will try to update it, but it cannot be guaranteed.
• If it has already shipped, address changes may not be possible. In some cases, you may be able to request a hold, pickup, or redelivery directly with the carrier.

If a parcel is returned to us due to an incorrect or incomplete address, it will be handled under our undeliverable/return rules (see next FAQ).

If your parcel is returned because the address was incorrect/incomplete, delivery was refused, duties were unpaid (where applicable), or it wasn't collected from a pickup point:

• We can refund the product value only once the parcel arrives back at our warehouse (in sellable condition).
• The original shipping cost is not refundable.
• Any return shipping, customs, or handling fees charged back to us will be deducted from your refund.
• If the parcel is destroyed by customs, not returned, or arrives damaged/unsellable, a refund may not be possible.