Customer Service Policy

 - Beauty of Joseon

At Beauty of Joseon, we believe that exceptional customer service is as essential as our high-quality, herbal-inspired Korean skincare products. Our policy is rooted in respect, transparency, and a genuine commitment to meeting your needs—from the moment you browse our website to long after you receive your order. Below is a clear outline of our service standards and how we support you at every step.

1. Our Service Philosophy

We strive to deliver service that reflects the care and craftsmanship of our products. Every interaction with our customer service team is guided by three core principles: Professionalism (our team is trained on our products and policies to provide accurate support), Empathy (we listen to your concerns and tailor solutions to your needs), and Efficiency (we resolve issues promptly to minimize any inconvenience).

2. Service Channels & Response Times

We offer convenient channels to reach our support team, and we prioritize timely responses to ensure your questions or concerns are addressed without delay:
  • Email Support: Our primary support channel is email at support@beautyofjoseonmalls.com. We aim to respond to all email inquiries within 24 business hours (Monday to Friday). For urgent matters (e.g., missing orders, damaged products), please include "URGENT" in the email subject line for prioritized handling.
  • Website Inquiries: You can also submit questions or feedback through the contact form on our website (beautyofjoseonmalls.com). Submissions through this form are routed directly to our support team, with the same 24-business-hour response commitment.
  • Order & Tracking Updates: Automated order confirmations, dispatch notifications (with tracking links), and refund updates are sent to your registered email address. If you do not receive these communications, please check your spam folder first, then contact our team for assistance.

3. Key Service Scenarios & Standards

We have clear protocols for common customer needs to ensure consistent, high-quality support across all scenarios:

3.1 Order-Related Support

  • Order Status & Tracking: If you need help checking your order status or using the tracking link, our team will provide step-by-step guidance within the standard response time. We can also confirm dispatch details, delivery estimates (6-12 days from dispatch), and address any tracking discrepancies.
  • Order Modifications or Cancellations: We accept order modifications (e.g., shipping address changes) or cancellations within 12 hours of order placement—this is because our team begins processing orders promptly to meet our 1-3 day dispatch commitment. Requests made after 12 hours may not be possible if the order has already entered the processing stage, but we will always try to assist.
  • Missing or Delayed Orders: If your order does not arrive within the estimated 6-12 day window, please contact us. We will work with our shipping carriers to trace the package. If the order is confirmed lost, we will arrange a full refund or reshipment at no cost to you.

3.2 Product Information & Recommendations

Our team is knowledgeable about the traditional botanical ingredients and formulations of all our products. We can provide detailed information on:
  • Ingredient lists and their skin benefits (e.g., soothing, hydrating, brightening).
  • Product suitability for specific skin types (e.g., dry, oily, sensitive) or concerns (e.g., redness, dullness).
  • Usage instructions (e.g., application frequency, layering with other products).

3.3 Post-Delivery Support

  • Damaged or Defective Products: If you receive a product that is damaged (e.g., broken packaging, leaking formula) or defective (e.g., inconsistent texture, failure to perform as described), please contact us within 7 days of delivery. Provide your order number and clear photos of the issue, and we will arrange a free replacement or full refund—no need to return the damaged item in most cases.
  • Product Performance Concerns: If a product does not meet your expectations (e.g., skin irritation, no visible results), our team will help troubleshoot (e.g., adjusting usage, checking for ingredient sensitivities). We also honor our 60-day return policy for unused items, and our team can guide you through the return process.

3.4 Refund & Return Assistance

Our team simplifies the refund and return process, aligning with our Refund Policy:
  • We provide personalized return instructions (including the return address) for eligible items.
  • We confirm receipt of returned items within 2-3 business days of delivery to our warehouse.
  • We notify you once your refund is processed (within 5-10 business days of receipt) and provide details on the refund method (credited to your original payment source in USD).

4. Additional Service Commitments

  • Free Shipping Support: As we offer free shipping on all orders, our team can clarify shipping carriers, delivery timelines, and any customs-related questions (for international orders) to ensure a smooth delivery.
  • Accessibility: We strive to make our customer service accessible to all. If you require support in a specific format or have accessibility needs, please note this in your inquiry, and we will accommodate you to the best of our ability.
  • Feedback Collection: We value your input! After resolving your issue, we may send a brief feedback survey to help us improve our service. Your comments directly shape how we refine our support processes.

5. How to Reach Us

For all inquiries, please use the following channels:
Email: support@beautyofjoseonmalls.com
Website: beautyofjoseonmalls.com (use the "Contact Us" form under the footer menu)
Business Hours for Support: Monday to Friday, 9:00 AM - 6:00 PM (GMT+8). Inquiries received outside these hours will be addressed on the next business day.
At Beauty of Joseon, your satisfaction is our priority. We are dedicated to resolving your concerns with care and ensuring your experience with our brand is as nourishing as our skincare products.