FAQ
Shopping and ordering
My order is a gift, do you offer gift wrapping?
We don’t offer a gift wrapping service, but we are working on adding gift bags to our collection within a few months. Stay tuned!
Do you offer gift cards?
We offer a digital giftcard that will be send to the received immediately after ordering. You can find our giftcard here: https://kbeautystore.com/products/k-beauty-store-giftcard?_pos=1&_psq=gift&_ss=e&_v=1.0
Can I leave a note with my order for the receiver or deliverer?
Notes that are left with an order are only used internally and will not be written on a card for the receiver or be forwarded to the deliverer.
Is it possible to get specific samples with my order?
We totally understand that you would love to receive samples of the product you have your eyes on. Unfortunately we don’t have samples of every product available. Our warehouse works with pre-packed gift bags including all gifts to receive with your order. Therefore we are unable to cater specific requests for samples and sheet masks.
I forgot to use my welcome discount code, can this be adjusted manually?
We are unable to manually apply your welcome discount code. Please note that this code can also be used for your second order if you haven’t used it yet.
My creditcard payment got declined, but a payment has been reserved on my card. How can this be solved?
Declined payments will disappear from your creditcard within 3 business days. Please contact our customer service if the payment is still visible after 3 days.
Shipping
Is it possible to receive my order at a pickup point?
We offer pickup point delivery for customers in The Netherlands and Belgium only. To deliver your order at a pickup point, please choose the desired pickup point in the checkout. If the desired pickup point is not available, we are unable to deliver your order at the specific location. Please note that it is not possible to manually fill in the address information of a pickup point, this will cause your order to be rejected and returned to sender.
How long will it take before I receive my order?
We understand that you can't wait to receive your order. That is why we do our utmost to send your order as quickly as possible. Your order will be shipped no later than the next working day.
For customers from The Netherlands and Belgium
Orders placed before 21:45 on a working day, will ship out the same day. Once your order has been shipped, you will receive it within 2 business days. PostNL and DHL take care of the shipment of our orders.
For customers from other destinations
Once your order has been shipped, you will receive it within 3 to 10 business days.
Are shipping costs charged?
The shipping costs will be calculated at the checkout. The costs depend on the destination and your order amount. We offer free shipping for all destinations from a certain order amount. Below you can see the shipping rates we use.
Will my order be shipped with tracking information?
Yes, your order will indeed be shipped with tracking information. As soon as your order has been shipped, you will receive the tracking code at the email address you provided. If you have not received Track & Trace information within 72 hours after placing your order, please contact us.
Can I choose a carrier to ship with?
For most destinations we offer different carriers so you can choose your favorite carrier to ship with. We do our utmost to ship your order with the carrier you chose in the checkout, but it may happen that we have to change the carrier for your order due to delays at a specific carrier or the option to ship insured.
My order is returned to sender.
As our customer, you are responsible for providing the right address information and for picking up your order at a pick-up point within the estimated time. If your order is returned to us because of a wrong/incomplete address or because it hasn't been picked up on time, you will receive a refund of your order minus the shipping costs. If your order was free of shipping costs, the shipping costs stated in the table above will be deducted from the refund amount. If you still want to receive your order, we can resend your order but you have to pay for the shipping costs to resend.
If your order is returned to us because of another reason, please contact us via email at support@kbeautystore.com.
My order is delivered, but I haven’t received it.
Our carriers will do everything they can to deliver your order as soon as possible. Sometimes it may happen that your order shows it has been delivered, even though you haven’t received anything yet. If this happens, please check with your neighbors if they have received your order. If not, please contact us within 7 days after the delivery date so we can set up an investigation for your order.
My order is delivered, but my product is damaged.
We are sorry to hear that you received a damaged product. Please take some photos of the damage and email them to us at support@kbeautystore.com. Please note that we are unable to compensate you without any photos.
My order is delivered, but a product is missing.
We are sorry to hear that you did not receive all products. Please take photos of the box including the shipping label, any damage on the box and the products you did receive and email them to us at support@kbeautystore.com. Please note that we are unable to compensate you without any photos.
Returns and refunds
I want to return my order, how do I do this?
If you are not satisfied with your order, you can register it as a return within 14 days. To register your order as a return, you can contact us via support@kbeautystore.com or via our contact form. Products must be returned in their original condition and with all packaging materials. The product must not contain any traces of use. We reserve the right to refuse returned items if they do not meet the return conditions.
Your return must be sent within 14 days after receipt of the return label. We can no longer process returns that are sent after these 14 days. The sender is responsible for the shipment at all times. After receipt of the return, the purchase amount will be refunded within 7 working days.
Is a return at your own expense?
In order to keep the prices of our products as low as possible, it is not possible for us to reimburse the return costs for you. The return will therefore be made at your own expense.
Can I keep the free gifts when returning items?
Gifts can only be kept when the total order amount is still reached after returning items of your order. If you return your complete order, or the order amount to receive the gift is not reached, you have to return the free gift. If gifts are not returned, the original price of the gift will be redeemed from the refund.
I am not satisfied with my product
We are sorry to hear that you are not satisfied with your order. Unfortunately it is not possible to return a product that has been opened and/or used. We are unable to accept an opened or used product for hygiene reasons, and because we want to guarantee both you and our other customers that all products are genuine and unused. Once the seals of a product have been broken, we can no longer guarantee this and the right of return expires.
Loyalty program
Do you have a loyalty program?
Yes, we do! When ordering from us, you will collect Glow Points for every euro spent. You can use Glow Points to receive a discount on your order.
How can I redeem Glow Points?
With glow points you can save for a discount on your order. You can redeem your balance and glow points in the following way:
- Make sure you are logged in to our website.
- Then click on ‘Rewards’ at the bottom right. A pop-up will open in which you can see how many points you have currently saved.
- Click on ‘Ways to redeem’ in the pop-up below. Select ‘order discount’ here, and then click on ‘redeem’.
- You can then choose how many points you want to redeem for a discount. After selecting the number of points, click on ‘redeem’ repeatedly. You will then see a discount code that you can enter during checkout. This discount code will also be emailed to you, so you can redeem it later.