Help & FAQs
Below are the most frequently asked questions.
Q: Do you have a physical store or showroom?
A: We are an online-only store based in London, UK. We do not have a physical retail location or showroom at this time.
Q: Do you deliver to the EU or internationally?
A: Yes, we deliver across the UK and to most EU countries. We do not currently offer shipping outside of Europe.
Q: How fast is delivery in the UK & EU?
A: UK shipping usually takes 1-5 business days depending on the service selected. EU deliveries take 2-11 business days, depending on location.
Q: Will I be charged customs or VAT on my EU order?
A: EU customers may need to pay VAT or import duties upon delivery, depending on local regulations.
Q: How do returns work and what’s your return policy?
A: Yes! You can return items within 14 days of receiving your order, as long as they're unused, un-opened and in original condition.
Q: How can I return my order or start a return request?
A: Simply contact our support team via email to initiate your return. We'll guide you through the process.
Q: Can I cancel or edit my order after placing it?
A: Yes, but please contact us ASAP. Once your order is processed, we may not be able to make changes or cancel it.
Q: What if my order is damaged, incorrect, or missing items?
A: If there's a problem with your order, get in touch with us within 7 days of delivery. We'll sort it quickly.
Q: I didn’t get an order confirmation – what now?
A: Double-check your spam folder first. Still no email? Contact our support team and we’ll confirm your order status.
Q: How can I reach customer support?
A: We're here to help! Reach us through our Contact page or email us directly — we'll reply as soon as possible.
Q: I’m new to Korean skincare — do you offer product recommendations?
A: Absolutely! If you’re just starting out with Korean skincare, we’re here to help. You can check out our beginner guides or contact us directly for tailored suggestions based on your skin type and goals.
Q: Are your products authentic and sourced from Korea?
A: Yes — we only stock 100% authentic products that are sourced directly from authorized Korean distributors and brands. Quality and authenticity are our top priorities.
Q: Can I track my order once it’s shipped?
A: Yes, for express deliveries, you’ll receive a tracking number via email once your order has been dispatched.
Q: Do you offer samples or trial sizes?
A: At the moment, we don’t offer samples with every order. However, we occasionally include free samples during promotions or with select items. Stay tuned!
Q: What payment methods do you accept?
A: We accept all major payment methods including Visa, Mastercard, AMEX, PayPal, Apple Pay, and Google Pay. All payments are secure and encrypted.
Q: Do you restock sold-out items?
A: Yes, we regularly restock popular products. You can sign up for back-in-stock notifications on the product page to get an alert as soon as it's available again.
Q: Are your products suitable for sensitive skin?
A: Many of the products we carry are formulated for sensitive skin. Check the product descriptions, skin type section and ingredients list, or contact us for personalized advice.
Q: Do you test products on animals?
A: No. We only stock brands that are cruelty-free and do not test on animals. Korean skincare has a strong focus on ethical formulations.
Q: Can I subscribe or save on future orders?
A: We're working on a subscription option! In the meantime, subscribe to our newsletter for exclusive discounts, early restocks, and skincare tips.
Don't worry if you can't find what you need here. Please feel free to send us an email at info@skinmust.co.uk. Our customer service team will reply as soon as possible!