FAQs

Please feel free to contact us at hello@skin1004korea.com, and our team will be happy to assist you.

Please feel free to contact us at prskin1004@skin1004korea.com, and our team will be happy to assist you.

Please contact us at sales@skin1004korea.com. Our team will review your request and get back to you as soon as possible.

Please feel free to contact us at skin1004@skin1004korea.com, and our team will be happy to assist you.

Due to hygiene and safety reasons, SKIN1004 products are generally not eligible for return once an order has been placed.
For this reason, we are unfortunately unable to process returns, cancellations, or exchanges for:

Change of mind
Incorrect item selection
Personal preference regarding texture, scent, or finish
Opened or used products

We kindly ask customers to carefully review all order details before completing their purchase.

Once an order has been confirmed, we begin preparing it for shipment as quickly as possible to ensure timely delivery.

For this reason, order cancellations and changes to order details (including products, quantities, and shipping address) may not be possible after an order has been placed.

If you need assistance with your order, please contact our Customer Support team as soon as possible.

While we will do our best to assist, any changes are subject to the order's processing status and cannot be guaranteed.

Unfortunately, we are unable to issue refunds for orders affected by:

• Unpaid customs duties
• Import taxes
• VAT
• Customs clearance fees
• Customs refusal

These charges are determined by the customs authority of the destination country and are the sole responsibility of the customer.

We strongly recommend reviewing your country’s customs and import policies before placing an order.

If a customer refuses customs payment or refuses delivery, the package may be:

• Returned
• Abandoned
• Discarded by customs or the courier

depending on the destination country’s regulations.

In such cases, SKIN1004 cannot guarantee:

• Refunds
• Reshipments
• Replacements

If you believe the product is defective, damaged, or different from what you ordered, please contact us within 7 days of delivery.

To review the case, we may request:

• Order number
• Photos and/or videos of the issue
• Product information
• Packaging condition

Once the materials are received, our team will carefully review the case and assist further.

We are truly sorry to hear about your experience.

To assist further and report the case to the relevant department, we may request:

• Photos of the affected area
• Product name
• Expiration date
• Detailed description of symptoms

Please discontinue use immediately if irritation occurs.

Please note that skincare results and reactions may vary depending on individual skin conditions and sensitivity.

If your package appears to be lost, we kindly ask you to:

• Check around the delivery location
• Contact family members or neighbors
• Contact the local courier directly

If the courier officially confirms the package was lost or misdelivered, please contact us with supporting documentation and we will review the case further.

If tracking information confirms that the package was successfully delivered to the shipping address provided at checkout, SKIN1004 cannot guarantee an immediate refund or replacement.

Customers are responsible for:

• Checking the delivery area
• Contacting neighbors or household members
• Contacting the courier for additional delivery details

If the courier officially confirms a delivery issue, we will review the case further with supporting documentation.

Packages may be returned due to:

• Unpaid customs fees
• Incorrect or incomplete shipping addresses
• Delivery refusal
• Failure to receive the package within the courier’s holding period

Refunds may not be available depending on the reason for return.

We currently ship to Argentina, Armenia, Australia, Belgium, Brunei, Canada, Colombia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Georgia, Germany, Hong Kong SAR, Hungary, Ireland, Italy, Kyrgyzstan, Latvia, Lithuania, Luxembourg, Macao SAR, Malta, Mexico, Monaco, Myanmar (Burma), Netherlands, Norway, Poland, Portugal, Romania, Russia, Saudi Arabia, Slovakia, Slovenia, South Africa, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States (excluding Washington, D.C., Puerto Rico, military addresses, and P.O. Boxes), and Uzbekistan.

Please note that we’re doing our best to ship to more countries and reach more of our valued customers globally! 

Please kindly refer to the details below:

*Please note that while these countries are within our delivery coverage, certain specific regions may have limited or unavailable delivery service.

Delivery times may vary depending on the destination country or region. While we always strive to ensure timely delivery, circumstances beyond our control—such as severe weather conditions, service disruptions, customs procedures, inspections, or carrier-related operational issues—may occasionally result in delays.

Additionally, package size, weight, or shipment volume may affect processing and transit times.

We sincerely appreciate your understanding and patience.

The minimum order amount is $40.00 USD.

We kindly ask that your order total meets this amount before proceeding to checkout.

U.S. Orders

We use UPS as our shipping carrier for U.S. deliveries.

If you have any questions or concerns regarding your shipment, please feel free to contact our Customer Support team or reach out to UPS directly for further assistance.

UPS Contact: https://www.ups.com/us/en/support/contact-us

File a Claim: https://www.ups.com/us/en/support/file-a-claim

International Orders

We use DHL as our shipping carrier for international orders, except for shipments to Argentina, Mexico, and Russia.

If you have any questions or concerns regarding your shipment, please feel free to contact our Customer Support team or reach out to DHL directly for further assistance.

****DHL Contact: ****https://www.dhl.com/kr-en/home/customer-service.html

We use EMS (Korea Post) for shipments to Argentina, Mexico, and Russia.
If you have any questions or concerns regarding your shipment, please feel free to contact our Customer Support team or reach out to EMS directly for further assistance.

EMS Contact: ****https://ems.epost.go.kr/iservice/ems/EmsSendMailFormFreeEng.jsp

U.S. Orders

We currently fulfill and ship all U.S. orders directly from our warehouse located within the United States, allowing us to provide faster and more reliable domestic delivery for our customers.

International Orders

Orders shipped outside the United States are fulfilled directly from our warehouse in Republic of Korea to ensure careful handling and smooth processing.

U.S. Orders

Since all orders are shipped domestically within the United States, there are no brokerage fees or customs duties applied.

Please note that sales tax may be charged depending on your state, as tax rates vary by location. The applicable sales tax will be calculated at checkout. We appreciate your understanding and encourage you to review the final total before completing your purchase.

International Orders

Please note that international orders may be subject to customs duties, import taxes, VAT (Value Added Tax), administrative fees, or other government-imposed charges depending on your country’s regulations.

These fees are determined by the destination country’s customs authority and are the responsibility of the customer.

As customs regulations vary by country, we kindly recommend contacting your local customs office for detailed and accurate information prior to placing your order to avoid any unexpected charges.

You may check your country’s duty-free (de minimis) threshold at the link below:

https://zonos.com/docs/guides/de-minimis-values

TIP: If your order value exceeds the country's duty-free limit, consider placing separate orders to avoid custom fees.

For orders within the United States, sales tax generally apply depending on the state.

Orders to Washington, D.C. are temporarily unavailable due to tax-related matters. Please note that we are working to resolve this as quickly as possible!

Unfortunately, we currently do not ship to Spain due to ongoing customs and import clearance issues. If you are shopping with us from Spain, please visit Planet Skin or Primor Perfumeries. We apologize for any inconvenience this may cause and appreciate your understanding.

Customers are fully responsible for entering accurate and complete shipping information at checkout.

SKIN1004 is not responsible for delivery failures caused by:

• Incorrect addresses
• Incomplete addresses
• Unsupported addresses
• P.O. Boxes
• Military addresses
• Freight forwarding/forwarding warehouse addresses

Refunds may not be available for orders affected by address-related issues.

To help avoid any delivery issues in the future, we kindly recommend carefully reviewing the shipping address before completing your order, and ensuring that the address entered is accurate and complete.

You do not need to have the same billing and shipping address when placing an order. We are happy to accommodate orders where the addresses are different, so you can use whichever shipping address is most convenient for you.

Please just make sure that your billing address matches the address associated with your payment method, as this helps ensure that your payment is processed smoothly and securely. Entering the correct shipping address will also help prevent any delivery delays or issues.

Some orders may be automatically canceled for security or verification reasons.

Possible reasons include:

• Payment authorization failure
• Billing and shipping address mismatch
• High-risk transaction detection
• Verification request not completed

We sincerely apologize for the inconvenience.

We strongly advise performing a patch test prior to use and consulting with your healthcare provider or obstetrician before incorporating any new skincare products into your routine.

Our products are generally considered safe for use during pregnancy and while breastfeeding. However, we recommend reviewing the full ingredient list to ensure there are no components that may cause personal allergies or sensitivities.

All SKIN1004 products have completed skin irritation tests and are formulated to minimize stress on the skin. They are generally suitable for use starting from age 12 and above.

We strongly advise performing a patch test prior to use and consulting with your healthcare provider or obstetrician before incorporating any new skincare products into your routine.

All SKIN1004 products are suitable for children aged 7 and above, excluding infants and toddlers. However, if any signs of irritation or discomfort occur during use, please discontinue use immediately and consult a skincare professional if necessary. When products are used by children, seeking professional advice beforehand is also recommended.

While our products can generally be used after a procedure, please note that laser treatments may cause temporary skin sensitivity. We kindly recommend performing a patch test on a small area before full application.

For better absorption, we recommend applying products from the lightest texture to the heaviest texture.

For example: Toning Toner → Ampoule → Soothing Cream → Cream → Sunscreen.