FAQs
Shipping & Delivery
Q: What shipping methods do you use?
A: We provide two shipping options - Standard & Express. Please note that the timeline and price varies. We offer free shipping for the order value above AUS$120.
Q: How long will delivery take?
A: Our delivery timeline varies upon from where the products you ordered were shipped. We work with multiple suppliers around the world to provide the best collection of beauty products to our customers. It also means that we have a slightly different shipping timeline and price for our customers, depending on our vendors' locations. Please refer to the timeline and shipping price below.
All K-Beauty Products:
- Standard delivery options for K-beauty products takes around 2-3 weeks and costs US$8.49 except for the North America region which costs US$10. We currently ship our K-beauty products to the following countries:
North America: USA/Canada
Europe: UK, Spain, Germany, France, and Russia
Asia-Pacific: Australia, Hong Kong, Singapore, Thailand, Taiwan, Japan,
Malaysia, China, Philippines, Malaysia, and Vietnam
South America: Brazil
- All express shipping for K-beauty products takes 3-5 days and costs US$20.
All Other Beauty Products:
- Standard shipping for all other beauty products have timeline and price as follows:
North America: US/Canada: 3-5 business days US$8.99
Europe: 5-14 business days US$15.99
Rest of the World: 7- 14 days except for Australia and NZ region where it may
take up to 22 days. US$19.99
Q: When will my order ship?
A: All our orders are dispatched within 3 working days. If there are any extenuating circumstance where your orders were not dispatched within 3 working days, we will reach out to you. Once your orders are dispatched, you will receive a notification with shipping information. If you have any queries, you can always reach out to us at thekiaoranz@gmail.com.
Q: How can I track my order?
A: You will receive an order tracking code once your order has been dispatched. It may take up to 24 hours to receive an update on your tracking information.
Orders, Payments & discounts
Q: What payment methods do you use?
A: We accept the following payment options:
- Credit Card (Visa, Master Card, AMEX, and UnionPay)
- Google Pay
- Paypal
Q: How can I apply my discount code?
A: You can simply enter the discount code at the checkout before proceeding to the payment page.
Q: Can I apply the discount code to multiple orders?
A: The discount code can be used only once per order for each customer.
Q: Can I return a sale item with a change of mind?
A: We do not offer an exchange of products due to health and safety reasons, as we sell beauty products.
Q: What if I show allergic reaction to your products?
A: We encourage all our customers to read the ingredient list carefully before placing an order if you have allergic prone skin type. If you are concerned about purchasing any products on our website due to potential skin allergic reactions, please reach out to us at thekiaoranz@gmail.com to consult your skin type. Please note that we are not held liable for any of your allergic reactions to the products you bought from our platform, as we are a curated beauty product marketplace rather than manufacturer of products you have purchased. If you have pertinent questions in regards to the ingredients used in the product you saw on our platform, we encourage you to forward your queries to the manufacturer/brand of the product directly.
Q: Are the Kiaora products 100% genuine and authentic?
A: Yes, all our products are 100% genuine K-beauty products and are directly imported from South Korea. All other non-beauty products are mostly imported from Canada.
Cancellations, Damages &Returns
Q: How can I cancel my order?
A: If your order has not yet been dispatched, you may be able to cancel your order. Please reach out to us at thekiaoranz@gmail.com immediately.
Q: How can I make changes to my existing order?
A: You can edit your order if your order has not yet been dispatched. You can make changes on your account.
Q: What if a product is damaged in the package?
A: Please email us with your order number at thekiaoranz@gmail.com immediately. We accept the damaged return request for 14 days since you have received your order. Please send us an email subject heading "Damaged" with photo evidence. We will investigate your query, and once the investigation is complete and your return request is approved, we will proceed your refund. Please note that investigation may take up to 14 working days and refund takes 10 working days.
Account & Loyalty Programme
Q: How can I change my account details?
A: You can easily update your account details on your account tab and update your information.
Q: What if I do not want to receive any marketing emails?
A: You can always opt out of our marketing communications by simply clicking the unsubscribed button at the bottom of our email.