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FAQ

  • How many samples I can get from my order?

    The quantity of free samples depends on the total amount of your order and these samples are randomly chosen.

     

    $0~$50: 3 samples

    $51~$100: 5 samples

    $101~$200: 10 samples

    $201~$300: 15 samples

    Over $301: over 15+ samples

     

    5 samples = 1 Mask Sheet

    8 samples = 1 Bottle Sample

  • How can I earn and use the reward point?

    We would give you 3% reward points out of your total product cost. (If your order amount is $10, you would receive 0.3 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.

  • I cannot find the product that I want. What should I do?

    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.

  • What is the expiration date of cosmetics products?


    * Brands by product shelf life may vary.

  • 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.

  • What is payment method / payment currency?

    We support payment methods below:

     

    - Prepaid payment (Koco cash)


    * Click here to learn how to make the prepaid payment.

  • What are your shipping methods? / How long does the shipping take? / How can I track my order?

    1. Korea Post

    -Delivery Time: 10 ~ 35 days

    -Tracking Number: Provided

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

    -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 ~ 7 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)

     

    4. Rincos

    -Delivery Time: 7 ~ 14 days

    -Tracking Number: Provided

    -Tracking Service URL: http://www.rincos.co.kr/tracking/mtracking.asp?stype=s2&invoice=

    -Maximum Weight: 20Kg

     

     

    <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.

  • Can I use my own shipping method?

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

    Please choose one among them.

  • 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.

  • Can I return my products? / How can I get a refund?

    We have 2 types of return & refund policy.

     

    1. If youd 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 returns 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 returns delivery cost.

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

  • I want to exchange my products.

    We are afraid that exchanging received products is not possible if it is due to personal reasons.

    You can only return and get a refund for wrong or damaged items.

  • My goods are returned to you due to the wrong shipping address.

    If the products are returned to us due to the wrong shipping information, we would give you a refund for the cost of products only. The original shipping fee is not refundable.

    If you want your parcels to be sent out again, we can proceed with the reshipping. However, you may need to pay the shipping charge again.

     

    Please double-check your shipping information when you fill it out to prevent it.

  • My goods are returned to you due to the customs issues.

    If the products are returned to us due to the customs issue in each country, it is possible for us to send the goods back to you after you pay the shipping fee again.

    Exchange or refund of the products is not acceptable.         


    Customers are fully responsible for any customs-related issues. Customs issues vary by countries, so customers need to contact the local customs office for detailed information to avoid potential problems.

  • My goods are caught by a customs office.

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

    Customers shall pay for every charge-related customs issue 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.

  • 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.

  • 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.

     

    - Korea Post (In case that you buy our Tracking Number service) / 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.’

     

    - Rincos

    It takes around 1 to 2 working days to reach the warehouse of Rincos. Until then, tracking results may indicate as 'Order Reserved'

     

    6. Delivered

    The delivery of your order has been completed.

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