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FAQ

  • [ Shipping ] How to get Free Shipping

    We currently do not offer free shipping. This is due to varying shipping costs across different countries. 

    However, we strive to offer discounted prices on our products to offset this. 

    We also provide an economical shipping option, "Air Mail," to help reduce shipping costs. 

    Thank you for understanding and for your continued support.

  • [ Shipping ] I have not received the tracking number

    We provide tracking numbers to customers who select K-Packet or EMS as their shipping method. 

    The tracking number will be available after your products have been shipped. 


    Please be aware that we do not offer tracking numbers for orders shipped via Air Mail.

  • [ Shipping ] 6 steps for your order status

    1. Awaiting Payment

    We are awaiting the payment of your order.


    2. Pending

    We are preparing for your order.


    3. Preparing Shipment

    We are arranging the shipment of your order after packing. 


    4. Shipping on Hold

    There're some issues we need to check before shipping. We would send you an email. 


    5. In Transit

    Your order has been shipped successfully. Please track your parcels with the tracking number we send you. 

    ※ When you choose Korea Post as your shipping method, tracking number would not be provided. 


    - EMS / K-Packet

     It takes around 1 to 2 working days to reach Incheon Airport. Until then, tracking results may indicate as ‘Your item number is not found.’ 


    6. Delivered

    The delivery of your order has been completed. 

  • [ Order ] Out of stock / Lack of stock / Discontinued

    Please note that some of your ordered products might not be prepared due to temporarily out of stock, lack of stock or discontinued status.


    In this case, it would take 3 to 14 days to prepare your order. If it is not ready after then, your order would be canceled.

    The refund would be made by the payment method you used.


    We send you a notification email to cancel and give you a refund. So, please enter a valid email address to your account information of MYKOCO.


  • [ Membership ] How can I earn and use the mileage point?

    We would give you 1% mileage points out of your total product cost. (If your order amount is $10, you would receive 0.1 points.)

    Mileage points will be saved after 20 days from the delivered date and you can use them afterwards. Points can be used like cash when purchasing products.
  • [ Returned goods ] My goods are caught by a customs office.

    Customers are fully responsible for any customs-related issues such as customs taxes, transit duties, warehousing fees, etc. 

    Customers shall pay for every charge related to customs issues, and MYKOCO is not required to handle such customs issues in each country. 


    Customs issues vary by country, and each country has different perspectives on hazardous and/or prohibited product issues. 

    Thus, customers may need to contact the local customs office for detailed information to avoid potential problems in advance.


    Most of our products are delivered to customers without significant issues. 

    Often, problems arise when orders exceed the tax-free limit of the destination country. 

    We advise placing multiple orders to stay within the tax-free limit or contacting us in advance to set the price below the tax-free limit.


  • [ Returned goods ] My goods are returned to you due to the customs is..

    If products are returned due to customs issues, we can resend them after you pay the shipping fee again. Refunds or exchanges are not available.


    Most personal-use cosmetics orders pass through customs without issues. Products are usually returned if customers don’t respond to customs' requests for information. 

    There's no need to worry about providing details to customs for small orders.


    In rare cases where products are returned, we can resend them upon your request. Be aware that additional round-trip shipping fees may apply.





  • [ Cancel & Return & Refund ] I want to exchange my products.

    Before shipment, you can modify your order. However, exchanging products after they have been shipped is more complicated. 

    Please first receive the product and then send it back to the return address listed on our website. If the returned product is in its original condition, we can proceed with an exchange. Please note that additional shipping fees may apply.


    Keep in mind that we ship our products internationally. Due to high shipping costs, it might be more feasible to resell the product locally rather than sending it back to Korea.


    While it's possible to return and exchange products, be aware that the process can be time-consuming and intricate due to the nature of international shipping.





  • [ Cancel & Return & Refund ] Can I return my products? / How can I get a refund..

    We have 2 types of return & refund policy.


    1. If you’d like to return your goods due to personal reasons, to return the goods may be possible within 7 days after the date you receive them.

    The goods should be unopened, unused and we do not accept your request of return or refund when the products are already opened or used.

    Customers shall be responsible for return’s delivery cost.

    After we receive and check the returned goods, we would give you the full payment of product cost.


    2. If you receive the wrong or damaged products, to return the goods may be possible within 7 days after the date you receive them.

    The goods should be unopened, unused and we do not accept your request of return or refund when the products are already opened or used.

    The photos or videos of the wrong or damaged products must be provided as a proof.

    MYKOCO shall be responsible for return’s delivery cost.

    After we receive and check the returned goods, we would give you the full payment of product cost and delivery cost.

  • [ Cancel & Return & Refund ] Can I cancel / change my order?

    To cancel or change your order is possible only before the delivery. After delivery, it is impossible to cancel or change your order.

  • [ Shipping ] Can I use my own shipping method?

    We are afraid that we only support Korea Post, K-Packet and EMS as our shipping methods. 

    Please choose one among them.

  • [ Shipping ] How long does the shipping take? / How can I track..

    1. Korea Post

    -Delivery Time: 10 ~ 35 days

    -Tracking Number: Not provided

    -Tracking Service URL: None

    -Maximum Weight: 2Kg


    2. K-Packet

    -Delivery Time: 5 ~ 25 days

    -Tracking Number: Provided

    -Tracking Service URL: https://trace.epost.go.kr//xtts/tt/epost/ems/ems_eng.jsp

    -Maximum Weight: 2Kg


    3. EMS

    -Delivery Time: 3 ~ 10 days

    -Tracking Number: Provided

    -Tracking Service URL: https://trace.epost.go.kr//xtts/tt/epost/ems/ems_eng.jsp

    -Maximum Weight: 20~30Kg (Depending on countries)



    <Track your order>
    Click on “My Account” → ”Order History” and you can see “Order Status.” 
    This tab informs you of the process, from when we prepare for your order and to when we send out the goods.
    After you get the tracking number, you can trace your order from the link above.




  • [ Shipping ] What are your shipping methods?
    We support 4 shipping methods below:




    1. Korea Post 
    -Delivery Time: 10 ~ 35 days
    -Tracking Number: Not provided
    -Tracking Service URL: None
    -Maximum Weight: 2Kg

    2. K-Packet
    -Delivery Time: 5 ~ 25 days
    -Tracking Number: Provided
    -Tracking Service URL: https://trace.epost.go.kr//xtts/tt/epost/ems/ems_eng.jsp
    -Maximum Weight: 2Kg

    3. EMS
    -Delivery Time: 3 ~ 10 days
    -Tracking Number: Provided
    -Tracking Service URL: https://trace.epost.go.kr//xtts/tt/epost/ems/ems_eng.jsp
    -Maximum Weight: 20~30Kg (Depending on countries)



  • [ Payment ] What is payment method / payment currency?

    We support payment methods below:


    - Credit Card: Visa, Master Card, JCB, American Express, Union Pay

    - PayPal



    Also, you can use any currency because our payment system will automatically change your country’s currency to KRW, Korean Won.

    We also support such currencies when you use the credit card (Visa, Mastercard, JCB):


    US Dollar (USD) 

    Australian Dollar (AUD)

    Canadian Dollar (CAD)

    British Pound (GBP)

    Russian Ruble (RUB)

    Euro (EUR)

    Philippine Peso (PHP)

    Singapore Dollar (SGD)

    Hong Kong Dollar(HKD)

    Malaysian Ringgit (MYR)

    Vietnamese đồng (VND)

    Taiwan New Dollar (TWD)

    Thai Baht (THB)

    Japanese Yen (JPY)

    Macau Pataca (MOP)

    Mongolian Tughrik (MNT)

    United Arab Emirates Dirham (AED) 

    Kazakhstani Tenge (KZT) 

    Saudi Arabian Riyal (SAR)

    Norwegian Krone (NOK)

    Brazilian Real (BRL)

    Turkish Lira (TRY)









  • [ Product ] Do the products have English labels?

    As we provide numerous brands and products, we cannot guarantee that all products have English labels.

    Although a lot of brands are trying to make English labels along with Korean labels these days, we cannot fully confirm that all products have English labels.

  • [ Product ] What is the expiration date of cosmetics products?

    The following information is for reference only.

    Each product has an expiration date and an expiration date after opening. 

    Please check the package of each product for accurate information.




  • [ Product ] Are all products real?

    Yes, our products are truly real! We provide authentic and fresh products directly from the branches of each brand or the official agencies of the main warehouse. Thus, all products are originally designed by Korean cosmetics brand offices, 100% genuine. If our products turn out to be fake, we would compensate you 300% of your payment.

  • [ Product ] I cannot find the product that I want. What should..

    If the products you are looking for are not available, kindly contact us in person: info@mykoco.com. 

    We would check whether we can supply certain products or not and then get back to you as soon as possible.


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