FAQ
Products
Are your products authentic?
Yes. KCOS is based in Seoul and sources directly through official brand channels and authorised Korean distribution partners. We verify batch and expiry information before dispatch — what you receive is exactly what Koreans buy every day.
Do you sell cruelty-free products?
Some brands in our selection are certified cruelty-free, others are not. Where a brand provides that certification, we indicate it on the product page. If you'd like help finding cruelty-free options, get in touch.
Are your products vegan?
We carry vegan options, but not everything is vegan — some formulas contain ingredients like snail mucin, collagen, or beeswax. The full ingredient list is always available on each product page. If you have specific ingredients you avoid, tell us and we'll suggest suitable alternatives.
Are the products safe to use in Europe?
We review our selection with EU cosmetic regulations in mind. Korean beauty standards are rigorous and the vast majority of formulas align with European requirements. Where a product contains a restricted ingredient, we flag it on the product page. Full ingredient lists are always visible before purchasing.
How do I check the expiry date on my products?
Korean cosmetics use the format YYYY.MM.DD or a Period After Opening (PAO) symbol — a small open jar with a number (e.g. 12M = use within 12 months of opening). All products we dispatch are within their full shelf life. If you're unsure about a date on your packaging, send us a photo and we'll help.
What if my skin is sensitive?
Skin is personal. We always recommend a patch test (24–48h on the inner arm) and introducing new products one at a time. If you share your skin type and triggers with us, we can suggest barrier-friendly options — though we're unable to provide medical advice.
Can I use your products while pregnant or breastfeeding?
We can't provide medical advice. If you're pregnant or breastfeeding, please consult a qualified clinician before using strong actives such as retinoids or high-strength acids. Tell us what you're avoiding and we'll suggest gentler alternatives.
Shipping
Where do you ship?
We ship from Seoul to the EU, the UK, and selected destinations worldwide. Available countries are shown at checkout. If yours doesn't appear, drop us an email — we're expanding regularly.
How long does shipping take?
Orders are processed in 1–3 business days from Seoul. Delivery typically takes 7–14 business days after dispatch, depending on destination, carrier, and customs. During peak periods (11.11, Black Friday, Lunar New Year) allow a few extra days.
How much does shipping cost?
Shipping is calculated at checkout based on your destination, order weight, and service level. Any free-shipping thresholds or promotions are shown on-site when they apply.
Will I have to pay customs duties or import VAT?
Possibly. Since we ship from Seoul, your order may be subject to import duties, VAT, or handling fees depending on your country. These charges are set by your local authorities and are outside our control. If anything unexpected comes up, reach out at hello@kcosonline.com and we'll do our best to help.
How do I track my order?
Once dispatched from Seoul, you'll receive an email with a tracking number. You can follow your parcel on the carrier's website or via 17track.net. Allow 24–48h after dispatch for tracking to activate.
My parcel hasn't arrived — what do I do?
First check your tracking link — parcels are sometimes held at customs or at a local depot. If there's been no update for more than 5 business days, or the delivery window has passed, contact us at hello@kcosonline.com with your order number and we'll investigate.
Orders & Returns
Can I cancel or change my order?
If your order hasn't been dispatched yet, contact us as soon as possible at hello@kcosonline.com with your order number. We process orders quickly from Seoul — once dispatched, modifications are no longer possible.
My item arrived damaged or incorrect — what now?
Email us at hello@kcosonline.com within 7 days of delivery with your order number and clear photos of the item and packaging. We'll arrange a replacement or refund as quickly as possible.
How do returns work?
Returns are accepted within 30 days of delivery for items that are unused, unopened, and with the original seal intact. All return requests must be approved before sending anything back. Please read our Return & Refund Policy and contact us first.
EU customers — do I have a 14-day right of withdrawal?
If your order is delivered within the EU, you may have the right to withdraw within 14 days of delivery under EU consumer law. For hygiene reasons, this does not apply to cosmetics whose seal has been broken. Items must be unused, unopened, and with seals intact.
How long does a refund take?
Once approved, refunds are processed within 3–5 business days to your original payment method. Depending on your bank, it may take a few additional days to appear on your statement.
Payments
What payment methods do you accept?
We currently process all payments through PayPal. You do not need a PayPal account — simply select "Pay by Debit or Credit Card" at the PayPal checkout to pay with any Visa, Mastercard, or Amex card. Additional payment methods are coming soon. For a full guide, see How to Pay.
Do I need a PayPal account to pay?
No. On the PayPal page, select "Pay by Debit or Credit Card" to check out as a guest. No account required. Step-by-step instructions are available on our How to Pay page.
Is it safe to pay via PayPal?
Yes. PayPal is used by over 400 million people worldwide. Your card details are never shared with KCOS — all payment data is handled by PayPal's encrypted systems. PayPal also offers Buyer Protection on eligible purchases.
Will I be charged twice?
No. You are only charged once, when your order is confirmed. If a payment fails, no charge is made.
What currency will I be charged in?
Prices are displayed in USD, EUR, GBP, and KRW depending on your selected currency. All payments are processed in USD via PayPal, which automatically converts to your local currency at checkout. Your bank may apply a standard conversion fee, this is outside our control.
How do I apply a discount code?
Enter your code in the Discount field at checkout before completing your order. One code per order. If it is not working, check the expiry date and minimum spend, or contact us at hello@kcosonline.com.
Skincare Advice
In what order should I apply K-beauty products?
Thinnest to thickest texture: Oil cleanser → Foam/gel cleanser → Toner → Essence → Serum → Eye cream → Moisturiser → SPF (AM) or Sleeping mask (PM). You don't need every step — start with the basics and build from there. Tell us your skin concern and we'll help put a starter routine together.
Do I really need to double cleanse?
Especially at night, yes. The oil phase breaks down SPF, makeup, and sebum that water-based cleansers alone can't fully remove. If you don't wear SPF or makeup daily, a single gentle cleanser may be enough — but double cleansing makes a noticeable difference to skin clarity over time.
Why is SPF such a big deal in K-beauty?
Daily SPF is non-negotiable in Korean skincare — it's the single most effective step for preventing premature ageing, hyperpigmentation, and UV damage. Korean sunscreens are lightweight and designed for daily wear, which removes the biggest barrier to actually using them. Apply last in your morning routine, every day, regardless of weather.
Can I mix actives from different products?
Some combinations work well, others irritate. General guide: Vitamin C + SPF in the AM. Retinol + Niacinamide in the PM. Avoid AHA/BHA acids with retinol in the same application — alternate nights instead. Introduce one new active at a time and always patch test first.
How long before I see results?
Hydration and skin feel can improve within days. For texture, tone, and targeted concerns like hyperpigmentation or breakouts, allow at least 4–6 weeks of consistent use — one full skin cell turnover cycle. K-beauty is built on long-term skin health, not quick fixes. Consistency matters more than the number of products you use.
Contact
How can I contact KCOS?
Email: hello@kcosonline.com — We're based in Seoul and typically reply within 1–2 business days, Mon–Fri.
Privacy & data requests
For data access or deletion requests, see our Privacy Policy or email hello@kcosonline.com directly.