Frequently Asked Questions

    *My Account*

    How do I register?

    • Register with WooahKoco by signing up with a valid email address before placing your order.

    How do I change my account details?

    • It's easy to make changes to your details, whether it's your payment information, password or address book. Log-in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'. 

    Are my personal details safe if I create an account?

    • Rest assured shopping with us is safe. Fully compliant in the data protection act keeps your details secure. Further information can be found in our Privacy Policy page.

    I have forgotten my password. What should I do?

    • Log-in to your account and select 'Forgotten your password?' Enter the email address registered and we’ll send you instructions on how to get this reset.

    How do I unsubscribe?

    • Our exclusive offers and promotions will no longer be received by email. Simply log-in to your account and select the 'Email Preferences' option to make this change.

    *Ordering - How Can I...?*

    Is everything on the store legitimate?

    • Everything on our store page is legitimate, straight from South Korea to your doorsteps. We ship from our warehouse in Orange County, California.

    The item I ordered is out of stock. Why is it on the website?

    • If an item is out of stock, product availability is shown for information purposes.

    To Place An Order Follow These Easy Steps:

    1. Log-in to your account to begin browsing our products.
    2. Once you’ve found the product you want, Click 'Add to Cart'.
    3. Continue shopping or click 'Cart' when everything you need is there; this will give you the option to checkout.
    4. Any addresses or payment options saved to your account will automatically display in the checkout to complete the order. Otherwise you'll need to enter the details manually.
    5. Check everything is correct and a dispatch email will be sent as soon as your order is on the way.

    Making Changes To My Cart.

    • Click on the 'Cart' icon at the top of the page and item(s) to checkout. Use the + or the – button for quantity or click x button to remove.

    Place an order over the Phone.

    • Get in touch with Customer Service team (available soon) or via 'Chat for support and guidance.

    Ship order to a different address.

    • Your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.

    Status of my order - when the order has been submitted.

    • Log into your your account to keep track of all your orders. Your account will display: 
       • Previous orders with details about that order. 
       • A dispatch email will be sent as soon as your order is on the way and when to expect the order to arrive. 
       • Items may be shipped separately in the event of one or more of the items being delayed. 
       • Tracking numbers will be available if orders sent via tracked shipping.

    Cancel or make changes to your order.

    • Contact our Customer Service team to see if there is anything that we might be able to so you don’t have to cancel. 
     • To cancel or make changes - choose to cancel or change individual items or the whole order and an email within an hour will be sent confirming the cancellation or changes worked or not. 
     • If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay. You can visit our Returns Policy to help you get the order back to us instead.

    Wrong item ordered or an item missing from my order.

    • Try and cancel the item in your account. You’ll need to click on the item and choose the cancel option. 
      We’ll send you an email within an hour to let you know if it worked. If you can't cancel, contact our Customer Service team feedback page or via chat. 
      If the item has been sent, then please send a message via feedback to let our Customer Service team know and they’ll be happy to help. Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order and possibly the missing item may be on a separate shipment. 
      Your dispatch confirmation email will list the items that have been sent. If the item has been sent, then please send a message through via feedback section and let our Customer Service team know and they’ll be happy to help.

    Received a faulty, wrong or damaged item. What should I do?

    We're really sorry that happened as we aim to provide high quality items to all of our customers. Please have following information below before contacting us, don't worry if you can't though, we can help once you get in touch. 


    1. Order Number 
    2. Product Name 
    3. Details of the fault 
    4. Images that support the fault, if applicable. Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again. 
    As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.
           

    *Delivery*

    Will I be charged Sales Tax?

    • All prices shown on the website are exclusive of Sales Tax. We reserve the right, however, to change prices at any time without notice to you. 
       If your delivery address is within New Jersey, California, Missouri or Illinois. Sales Tax, where applicable, will be added to your order at checkout.

    What do I do if I have not received my order?

    • We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
      For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. Have you checked for any delivery cards?
      Your parcel may have been left somewhere safe, such as with a neighbor or been taken to a local depot. Our Delivery Information page can give you more information and timescales. If you do need to report your order as lost then please contact our Customer Service team via the 'Still need help?' section (below).
    What delivery options do you offer?

    How long will it take for your order to be delivered?

    • Our Shipping Information page can tell you the time frames associated with our different delivery options along side their cost.

    What happens if I'm not home to accept my deliver?

    • Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.

      *Payments and Discounts*

      How can I pay for my order?

      • We offer a variety of online payment methods to ensure our customers can place orders with ease. 
        Visa 
        Visa Debit 
        Maestro 
        MasterCard 
        American Express 
        Alipay
        Paypal 
        You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorization by us and the card issuer. We do this to ensure that our customers are safe while they shop.

      I have a payment problem on my order. What should I do?

      • Recheck the payment information that has been submitted. Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account. If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via feedback.

      Make changes to my cart. Why can I see a transaction pending in my Paypal account?

      • Once you place an order, the payment will show in your account as pending until we send the products to you. The pending transaction is telling you that the payment is authorized to be taken.

       Why can't I add a new payment card?

      • If you want to add new payment details then you’ll need to do this at the checkout stage. Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

      How much sales tax will be added to your total?

      • Sales tax charges are dependent on the U.S. state that orders are shipped to. If your order will be shipped to one of the following states, it will include a sales tax charge. All states may be subject to tax. 
        Alabama
        California
        Colorado
        Connecticut
        Hawaii
        Illinois
        Indiana
        Kentucky
        Maine
        Maryland
        Massachusetts
        Michigan
        Minnesota
        Mississippi
        Missouri
        New Jersey
        Nevada
        North Carolina
        North Dakota
        Ohio
        South Carolina
        South Dakota
        Texas
        Utah
        Vermont
        Washington
        Wisconsin

      Why am I being charged for more than the products in my cart?

      • In addition to the product value, we charge for shipping and sales tax. Sales tax charges will only apply to orders being shipped to the following states: 
        Alabama
        California
        Colorado
        Connecticut
        Hawaii
        Illinois
        Indiana
        Kentucky
        Maine
        Maryland
        Massachusetts
        Michigan
        Minnesota
        Mississippi
        Missouri
        New Jersey
        Nevada
        North Carolina
        North Dakota
        Ohio
        South Carolina
        South Dakota
        Utah
        Vermont
        Washington
        Wisconsin

       

      *Returns and Refunds*

      What is your return policy?

      • Please refer to our returns policy page for more information. If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via feedback or chat.

      How do I return an item?

      • We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest. 
        You’ll need to tell them the reason for the return so they can choose the best option for you. Please refer to our returns policy page for more information.

       Can I return a product if I no longer want it?

      • We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us. All we ask is that you let us know that you don’t want the order within 30 days of receipt and make sure the products have not been opened. 
      • To get the order back to us safely please contact our Customer Service team via feedback or chat They’ll send you all the information you need, but you can also refer to our returns policy page for more information.

      What happens once my item is returned?

      • As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next. You should receive an email to notify you of any action taken.

      When will I receive my refund?

      • Your refund should be returned to your account within 5 working days and we'll send you an email to let you know it’s on its way. If you don't receive your refund and it’s been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.