How can I check my order?
To check your order status, please find the confirmation email we sent. If it's not in your inbox, kindly check your spam folder.
Alternatively, you can log into your account and visit 'My Account' > 'Orders' for detailed information.
If you need any assistance or have questions, feel free to reach out to our customer support. We're here to help.
Can I cancel or change my order?
Unfortunately, once an order is placed, we are unable to alter or cancel it. Once processed by our fulfillment team, changes or cancellations are not possible.
If you no longer want the product, you can initiate a return following our return policy.
For any further assistance, please feel free to contact us at email@example.com. Thank you for your understanding.
How do I apply my promotion code?
To redeem a promotion/discount code, enter your code on the shopping cart or checkout page.
Please note that promotions cannot be combined with any other ongoing offer/promotion/discount, and you may only redeem one offer per order.
Additionally, free gifts may change due to inventory issues or shortages, and COSRX reserves the right to make alterations without prior notice
What currency do you charge in?
You will pay in USD, but the invoice will be confirmed in the local currency.
When paying by credit card, please ensure that your name and billing address match the information on file with the card issuer.
What kind of payment do you currently accept?
Currently, we accept PayPal and the following credit cards: American Express, Mastercard, Visa, UnionPay, Alipay.
Your card will be charged during the final checkout through Paymentwall, which provides an online payment service
Shipping, Returns & Exchanges
Do you ship internationally?
Currently, we only ship our products to the United States (unfortunately, except for Guam and Puerto Rico) and Canada.
We kindly advise you to check the following link where you can find our official distributors worldwide for your future purchases.
Click Store →
I've received a wrong or defective item.
We do our best to ensure orders are packaged correctly, but occasionally mistakes may occur during picking or problems may arise during delivery.
Any incorrect or defective orders should be brought to our attention upon receipt.
We may request additional photos of the damaged items, so please refrain from disposing of them until you have connected with our team.
I didn't receive my package.
Have you checked your tracking information? Please ensure to check your surrounding area and with your neighbors.
If you're unable to locate your package, please contact us so that we can initiate an investigation with the courier regarding your missing parcel.
Why isn't the tracking of my package updated?
Once an order has left our distribution center, please be aware that it may take a few business days for certain shipping operators to update additional tracking details on their website.
For further questions, contact us at firstname.lastname@example.org.
How long will it take for my order to arrive?
We use various couriers depending on the destination, and as a result, shipping times may vary.
Please note that the following shipping timelines are estimates and not guaranteed.
While we work diligently to meet all delivery estimates, there may be occasional delays due to factors such as parcel delays, logistics, bad weather, or circumstances beyond our control.
If you have not received your order within the expected timeframe, please contact us, and we will investigate for you.
- USA / Western : up to 5~7 business days
- USA / Central : up to 7~9 business days
- USA / Eastern : up to 7~9 business days
- CAD : up to 11~13 business days
How much is shipping fee?
Shipping costs may vary based on the weight and distance. You can check the estimated shipping cost on the shopping cart page before proceeding to checkout.
In an effort to save you on shipping expenses, COSRX receives proposals from delivery partners every week and selects the best courier for your order.
Free Shipping with orders $50+
When the total amount in the cart exceeds $50, the shipping fee is waived. However, please make sure to check if the shipping fee is correctly reflected during checkout before proceeding with your order.
If, despite the total exceeding $50, the shipping fee is still applied on the checkout page, please contact us.
What is return policy?
COSRX can only accept returns for items purchased through www.cosrx.com. If you bought our products from a third-party retailer, please contact the retailer or store directly.
We are happy to accept returns for any reason. Please return the items in their original packaging, unopened and unused, within 30 days of the delivery date.
A refund will be issued to your original method of payment. Kindly note that original shipping charges are not refunded, and certain sale products may not be eligible for a refund, as specified in advance.
All returns will incur a restocking fee (10% of the purchase amount), deducted from the refunded amount.
Before shipping a return, please contact us at email@example.com.
Is there a way to check the authentic or counterfeit products?
Our top priority is the safety of our customers, which is why we are committed to preventing the sale and distribution of counterfeit products or products sold through unauthorized retail channels.
Unfortunately, we are unable to verify the authenticity or integrity of any products or packaging that have not been purchased from www.cosrx.com.
What is the expiry date of your products?
All products will have an expiry date noted on the packaging.
For most products, the shelf life is three years when unopened and stored at room temperature.
We recommend using the product within 12 months of opening, as indicated by the 'open jar' symbol, except for some specific products.
How do I store your products?
To ensure that your products remain in optimal condition, we recommend storing them in a cool and dry area away from direct heat or sunlight.
For Canada Shipping Information
Is it possible to convert to CAD?
We truly apologize for any inconvenience. Unfortunately, due to current internal issues, CAD is not available as a display currency.
Nevertheless, when using a card for payment, the USD amount will be refunded in CAD. We are actively working to address and improve this situation.
We appreciate your understanding and patience in this matter.
Are there any additional duties or taxes for shipping to Canada?
For shipments to Canada, additional import or tax fees may apply as your order passes through customs. It's important to note that any extra charges incurred are the responsibility of the customer.
We recommend reviewing these potential charges with your local customs department before placing your order.
To check the estimated duties and taxes applicable to your shipment, you can follow the link. (Here→)
What are the extra charges on the invoice, aside from import tax?
Regarding the extra charges, they are specifically for UPS Brokerage services. These costs encompass customs clearance, documentation, and ensuring compliance with regulations for your international shipment.
Our focus is on delivering an exceptional customer experience, and we are continuously striving to provide better choices.
Thank you for your understanding and patience.