Contact US & FAQ​

What types of products do you offer?

• We offer a wide range of Korean skincare products, including cleansers, toners, serums, moisturizers, sheet masks, and sunscreens. We want to provide you with the best of Korean skincare and we curate each product according to our standards.

Are your products suitable for all skin types?

• Yes! Our products are formulated to be effective for all skin types, especially sensitive skin. We provide detailed descriptions and ingredient lists to help you choose the right products for your skin.

What happens if I get a reaction to a product?

• We completely understand that cosmetic products can have a different result depending on the individual’s skin. If you have an immediate reaction (allergic, contact dermatitis, rash) within 7 days of using the product, we will gladly issue a refund with a return. Please email us with a photograph and description of the reaction, so that our team can log this for our records. 

Why should I choose Koop?

• We ship direct from Korea to make sure that your products are authentic and fresh. We guarantee that all products are authentic and delivered with a minimum of 1 year before the expiry date. Our team curates all products to ensure that they follow our principles.
• Price guarantee?
• We truly believe that the Korean beauty industry is the most advanced and innovative in the world. Our founders are Koreans raised abroad, but have always found a disconnect between the English-speaking world and the amazing products that Korea has to offer. 
• Incorporate ingredient strategy

How do I place an order?

• To place an order, simply browse our website, select the products you wish to purchase, and add them to your cart. Once you’re ready, proceed to the checkout page to enter your shipping information and payment details.

Which payment methods do you accept?

• We accept various payment methods including Visa, Mastercard, American Express, PayPal, Google Pay, and Apple Pay.

When will my order ship?

• Your order will ship from our warehouse within 5 business days of placing your order. You’ll be notified via email of your tracking number once your order ships.

Where do you ship from?

• We ship direct to you from our warehouse in South Korea. We aim to ship your item within 3 to 5 business days of receiving your order.

Which countries do you ship to?

• We currently ship to the US, Singapore, and Australia, but we’re continuing to expand this list, so please check back in or leave us an email if we don’t ship to your country.

What are your shipping options?

• We offer standard shipping and express shipping to the US, Singapore, and Australia Please find the general delivery timeline for each country below.
• US – 5 to 10 business days
• AU – 3 to 7 business days
• SG – 3 to 7 business days

Will I have to pay customs duties or taxes on my order?

• Depending on your country’s regulations, customs duties or taxes may apply. Customers are responsible for any additional charges incurred during customs clearance.

What is your return policy?

• We accept returns within 30 days of receipt. Products must be unopened and in their original packaging. The cost of postage must be covered by the customer and we will issue a refund upon receipt of the item in our warehouse.

Can I return opened products?

• If you have an immediate reaction (allergic, contact dermatitis, rash) within 7 days of using the product, we will gladly issue a refund with a return. Please email us with a photograph and description of the reaction, so that our team can log this for our records.
• We are unable to accept the return of opened products after this 7 day period.

How do I create an account on your website?

• To create your account, please click on the “Account” button at the top of our website and fill out the required information. You will be able to save your order information.

How can I contact customer support if my question isn’t answered here?

You can reach our customer support team via email at support@hellokoop.com and our team will respond within 24 hours. We’re here to help!