FAQs

FAQs

Shipping

We offer FREE SHIPPING on orders of $100 via PANTOS (This FREE SHIPPING promotion is for a limited time offer). 

Please allow 1-2 business days for processing your order. Once it ships, a confirmation email containing the tracking number will be sent to the email address provided at checkout. We are shipping to the US, Canada, South Korea, Japan, Hong Kong, the UK, and many other countries within 7~14 Business days via PANTOS.

If you are shipping to other countries, please reach out to support@solvedskincare.shop for further information. Please keep that in mind that we are unable to ship to the following address: P.O. Box, APO, FPO, DPO.

Please note that especially during the COVID-19 period, order processing times may be subject to delays. Thank you in advance for your understanding.

TAXES AND FEES

When ordering from SOLVED SKINCARE, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value-added tax (VAT), or any similar customs-related fees. Customs policies vary by country and SOLVED SKINCARE cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

In addition to customs fees, customers may also incur other charges, such as administration or brokerage fees. These are handling charges incurred due to customs processing and clearance of your shipment. Customers are required to pay the relevant courier service upon delivery of the shipment.

RETURN AND CANCELLATION

If you wish to cancel or make any urgent request, please email us at support@solvedskincare.shop within 1 hour of placing your order. Please note that we cannot make any changes once your order is shipped, we cannot guarantee these requests will always be accommodated.

Any order/product issues must be reported to support@solvedskincare.shop within 7 business days from its delivery date. We take full responsibility for damaged/defective products.

We will accept returns on unused and unopened products within 7 business days from their delivery date. Please send it to:

SOLVED SKINCARE
11F. Dong-A bldg. 88, Da-dong,
Jung-gu, Seoul, South Korea
04522

However, you will be responsible for shipping costs in case you just changed your mind. We will pay the postage for you upon receiving the package and deduct it from the refund. Items that are opened or damaged may be denied a refund or exchange.

If you received the wrong/ damaged product/my products, we will take full responsibility for it. Please email us at support@solvedskincare.shop.

Order

how can I change or cancel my order?
- If you’d like to change or cancel your order, please contact us support@solvedskincare.shop.
How do I know which product is suitable for my skin type?
- Our products are suitable for all skin types.
Is there a discount on product sets?
- Set items are always 15% off the individual product price. During sales or event periods, discounts may be increased.
A product I want is out of stock. When will it be available?
- While we do our best to keep our products stocked, it usually takes about 7 to 10 days. If you’d like to receive an update regarding a specific product, please send an email to support@solvedskincare.shop and we will notify you as soon as the product is available.

Payment

What payment methods do you accept?
- We currently accept Visa, Mastercard, PayPal
How do I apply my discount code?
- Discount codes can be applied to your order at Checkout. Enter your discount code into the field on the top right and click ‘Apply’.

Products

Are all of your products really from Korea?
- All SOLVED SKINCARE products come to our US warehouses directly from Korea. All of our products are manufactured in Korea with Korean technology.
Is the date on my product an expiration date or manufactured date?
- All of our products are marked with a manufacturing date. Korean cosmetics products typically print the manufacturing date as opposed to the expiry date. Most products typically have a shelf life of 30 months.

Return

What’s your return policy?
- Any order/product issues must be reported to support@solvedskincare.shop within 7 business days from its delivery date. We take full responsibility for damaged/defective products. We will accept returns on unused and unopened products within 7 business days from their delivery date.

Before doing so, we would greatly appreciate it if you could notify us so that we can monitor its safe return back to our warehouse. Once the package is confirmed to be returned, we will be processing your refund upon checking the condition of the products. Items that are opened or damaged may be denied a refund or exchange.
I received the wrong product/my product came damaged!
- We apologize for this inconvenience and take full responsibility for this mistake! Email us at support@solvedskincare.shop and we will get you the right product as soon as possible.
Can I return a product that I bought on sale?
- Unfortunately, only regular priced items can be returned or refunded. If you have additional inquiries, please contact us support@solvedskincare.shop.
How long does it take to get a refund?
- Most refunds are processed refunds within 3 days, however processing times may vary based on each card company's policies.

Other Questions

I forgot my password. What should I do?
- my account > sign in > click ‘Lost your password?’ > Enter E-mail > submit > check the mail box > reset the password
If you have any further questions, please email us at support@solvedskincare.shop. We're a lean team so we will try to get back to you as soon as possible. Thank you for your support and understanding.