FAQ
A question about your routine, a product or your order? Here are our team's answers. If you can't find what you're looking for, email us: we reply within 24 to 48 working hours.
SKINOREA and the authenticity of our products
Who is SKINOREA?
SKINOREA is a French online shop for Korean skincare, based in Paris and founded by Nahla and Nivine. We select skincare from well-known Korean brands and deliver across France and Europe from our warehouse in the Île-de-France region. Nahla, co-founder, is a chemical engineer: she analyses formulas to help you choose the right products. Discover our story.
Is SKINOREA a reliable site to buy Korean skincare?
Yes. SKINOREA is a French company (SAS registered in Paris), with a legal notice, terms of sale and a customer service team reachable by email. Payments are secure (Shopify Payments, PayPal) and you can read our customers' verified reviews on every product page. Our only official website is skinorea.com: beware of sites imitating our name.
Are your products authentic?
Yes, all our products are authentic and come directly from South Korea. The Anua, SKIN1004, Beauty of Joseon, COSRX or Round Lab products you receive are the brands' original products, delivered new and sealed. Every product is tested and approved by our team before joining our selection.
How can I spot a fake Korean cosmetic?
An unusually low price, poorly printed packaging, no batch number or expiry date and an unknown seller are the main warning signs. Always compare the packaging with the brand's official website, check that the ingredient list (INCI) is legible and buy from an identified shop with a real address and registered company.
Where are your products shipped from?
All our parcels ship from our warehouse in the Île-de-France region (France). So there is no import delay from Korea and no customs charges for delivery within the European Union.
Korean skincare and routines
What is Korean skincare (K-beauty)?
Korean skincare is an approach to facial care focused on hydration, gentleness and consistency, with routines built from several light layers. It stands out for its lightweight textures, soothing ingredients (centella asiatica, heartleaf, rice, niacinamide) and its focus on prevention, especially daily sun protection.
In what order should I apply Korean skincare?
Apply products from the thinnest to the richest: oil cleanser, foaming cleanser, toner, essence, serum or ampoule, eye cream, moisturiser, then sunscreen in the morning. In the evening, sunscreen is replaced by an optional night treatment or mask. See our Korean routines.
Do I really need a 10-step Korean routine?
No. A 4 or 5-step routine is enough for most skin types: double cleansing in the evening, toner, targeted serum, moisturiser and sunscreen in the morning. The 10 steps are an option, not a rule: what matters is consistency and products suited to your skin.
Which Korean routine should I choose as a beginner?
To start, keep three steps: a gentle cleanser, a moisturiser and sunscreen in the morning. Then add a toner and a targeted serum, one product at a time, waiting 2 weeks between each new product to see how your skin reacts.
What is double cleansing?
Double cleansing means cleansing your face in two steps in the evening: an oil-based cleanser (oil or balm) to dissolve make-up, sunscreen and sebum, then a water-based cleanser (foam or gel) to remove remaining impurities. It prepares the skin to better absorb the next products.
What is the difference between a toner, an essence and a serum?
A toner rebalances and prepares the skin after cleansing. An essence, slightly more concentrated, hydrates deeply and boosts radiance. A serum (or ampoule) is the most concentrated product, chosen for a specific concern: blemishes, dark spots, wrinkles, dehydration.
How do I know my skin type?
The easiest way is to take our free skin quiz: in 1 minute, it identifies your skin type and suggests a suitable Korean routine. You can also observe your skin 1 hour after a gentle cleanse: shiny all over (oily), only on the T-zone (combination), tight (dry), red or reactive (sensitive).
Which Korean routine for oily or blemish-prone skin?
Choose a gentle cleanser, a BHA or heartleaf toner, a niacinamide serum and a light gel moisturiser, without forgetting sunscreen. Avoid harsh cleansers, which trigger more sebum. See the anti-blemish routine.
Which Korean routine for sensitive or dry skin?
For sensitive skin, choose short, soothing formulas with centella asiatica, panthenol or heartleaf. For dry skin, add a hydrating essence and a richer cream with ceramides. In both cases, introduce products one at a time. See the sensitive skin routine.
Is Korean skincare suitable for men too?
Yes. Korean skincare suits all skin, whatever your gender. A simple routine (cleanser, moisturiser, sunscreen) is enough to start, with light textures that absorb quickly.
Why is sunscreen so important in a Korean routine?
Because UV rays are the main cause of skin ageing and dark spots. In Korea, sunscreen is applied every morning, all year round, as the last step of the routine. Korean sunscreens are popular for their light textures with no white cast. See our sunscreens.
Ingredients and formulas
What are the key ingredients in Korean skincare?
The most iconic are:
- Centella asiatica: soothes sensitive, reactive skin (see the selection).
- Heartleaf (houttuynia cordata): purifies and calms blemish-prone skin (see the selection).
- Niacinamide: refines skin texture and evens skin tone (see the selection).
- Snail mucin: hydrates and helps the skin repair itself (see the selection).
- Rice: brightens and softens the complexion.
- Hyaluronic acid: hydrates deeply (see the selection).
Where can I find a product's ingredient list?
The full ingredient list (INCI) is on every product page and on the packaging. As brands may update their formulas, the list that prevails is the one printed on the packaging of the product you receive.
Can I use niacinamide and vitamin C together?
Yes, these two ingredients can be used in the same routine with today's formulas. If your skin is sensitive, use vitamin C in the morning and niacinamide in the evening. However, avoid combining several strong exfoliants (AHA, BHA, retinol) on the same evening.
Is Korean skincare safe during pregnancy?
Many Korean skincare products are suitable, but always ask your doctor or midwife before using a product during pregnancy or breastfeeding. Retinoids (retinol) are generally not recommended during this period. Our advice does not replace medical advice.
How can I avoid a skin reaction with a new product?
Do a patch test on a small area (behind the ear or on the neck) for 24 to 48 hours before first use. If you have a known allergy, check the ingredient list before buying. If a reaction occurs, rinse and stop using the product.
How long does Korean skincare keep?
An unopened product keeps until the expiry date on the packaging. Once opened, follow the period shown by the open jar symbol (PAO, for example 12M for 12 months) and store it away from heat and sunlight.
Do you offer vegan and cruelty-free products?
Yes. In Europe, animal testing is banned for all cosmetics; some brands go further, with vegan formulas and commitments that also apply outside the European Union. You'll find them in our Vegan & cruelty-free collection.
Orders
Can I change or cancel my order?
Yes, as long as it hasn't shipped: email us as soon as possible at orders@skinorea.com. Orders placed before 1 pm ship the same day, so the window is short. Once shipped, the order can no longer be changed or cancelled; you can then use your right of withdrawal on products that are still sealed.
I ordered the wrong product(s), what can I do?
Don't worry! Contact us as soon as possible at orders@skinorea.com. If your order hasn't shipped yet, we'll do our best to change your selection. If it has already left, you can return the products that are still sealed within 14 days of receipt, at your expense, then place a new order.
I entered the wrong address, what should I do?
Email us right away at orders@skinorea.com: we correct the address as long as the parcel hasn't left. The address you enter remains your responsibility; once the parcel has shipped, no change is possible on our side, but you can ask the carrier directly via your tracking link, at your own expense where applicable.
Can I collect my order in person in Paris?
No, our premises are not open to the public. But don't worry: we ship every order placed before 1 pm (Monday to Friday) the same day, and pickup point delivery is free from €75 in France.
Is there a quantity limit per order?
Yes, purchases may be limited to 5 to 10 units of the same product per customer, depending on the product, in particular during promotions. Our sales are for personal use only.
Why is my order being checked?
To protect our customers against fraud, some orders are checked before shipping. We may ask you for supporting documents; without a reply within 5 working days, the order is cancelled and refunded.
Will I receive samples?
Yes, free samples are included in every order so you can discover new skincare. The choice depends on our current stock.
Shipping
How long does delivery take?
In mainland France, allow 2 to 3 working days to a pickup point and 1 to 3 working days for home delivery after shipping. Every order placed before 1 pm on a working day ships the same day. Delivery times for each country are on our Shipping page.
How much does delivery cost?
In mainland France, pickup point delivery costs €5.99, €3.99 from €49 and is free from €75. Home delivery starts at €9.99 and is free from €149. The exact price is shown at checkout.
Do you deliver to Belgium, Europe, Switzerland and the French overseas territories?
Yes, we deliver to all European Union countries, Switzerland and the French overseas territories. For Switzerland and overseas territories (above €150), customs duties or taxes may be charged on delivery and are payable by you. All prices are on our Shipping page.
How do I track my parcel?
As soon as your order ships, you receive an email with the carrier's name and your tracking link. For any question about your delivery, email us at orders@skinorea.com.
How long does my parcel stay at the pickup point?
Your parcel is kept at the pickup point for 5 days. Keep an eye on your tracking emails and texts: during busy periods, the carrier may redirect it to a nearby pickup point.
I didn't collect my parcel in time, what happens?
The parcel comes back to us and your order is refunded once it is back at our warehouse, after deduction of the original delivery costs and a €7 return fee. To receive your products, simply place a new order. The same rule applies if the parcel is refused or the address is wrong.
My parcel shows as "delivered" but I didn't receive it, what should I do?
Check your letterbox, neighbours, building caretaker and pickup point, then let us know within 2 days at orders@skinorea.com. We file a claim with the carrier; you will be asked for a sworn statement of non-receipt. If the carrier proves delivery, no reshipment or refund is due.
My parcel arrived damaged or incomplete, what should I do?
If the packaging is damaged, refuse the parcel or write specific reservations with the driver. Report any broken, missing or wrong product within 2 days of receipt to orders@skinorea.com, with your order number and photos of the parcel, label and products. After this deadline, we can no longer file a claim with the carrier.
My parcel is late, what should I do?
Email us at orders@skinorea.com: we open an investigation with the carrier, which may take several days. If the parcel is declared lost, we reship it or refund you.
Returns and refunds
Can I return a product?
Yes, you have 14 days from receipt to withdraw, provided the product is new, sealed, complete and in its original packaging. Return costs are your responsibility. All conditions are on our Returns and refunds page.
What happens if I'm not satisfied with my product?
We want you to love your SKINOREA experience! If a product turns out not to be right for you, email us at orders@skinorea.com within 14 days of receiving your order: we'll guide you step by step. For hygiene reasons, only products that are new, still sealed and in their original packaging can be returned, and return shipping costs are your responsibility.
Can I return an opened or tested product?
No. For hygiene and health protection reasons, a cosmetic that has been unsealed, opened, tested or used cannot be returned (article L.221-28 of the French Consumer Code). That's why all our products are delivered sealed.
The product doesn't suit my skin, can I get a refund?
Only if it is still sealed, within 14 days of receipt. A texture, scent or result you don't like, or a reaction to an ingredient listed on the packaging, is not a product defect. To avoid disappointment, take our skin quiz and do a patch test before first use.
How do I return a product?
Email us at orders@skinorea.com within 14 days of receipt, with your order number and the products concerned. We send you the return address; you then send the products back within 14 days, ideally with a tracked service. A parcel sent back without a prior request may not be identified.
When will I be refunded?
The refund is made after the returned products have been received and checked, to the payment method used for the order. A returned product that is opened, damaged or incomplete is refused or refunded with a deduction of up to 100%.
Can I exchange a product?
We do not offer direct exchanges. Return the still-sealed product using our return procedure, then place a new order.
I received a defective product, what should I do?
Email us at orders@skinorea.com with your order number, a description of the problem, photos of the product and a photo of the batch number and expiry date. The defect is checked before any replacement or refund. All our products are covered by the legal guarantee.
Payment, discount codes and loyalty
Which payment methods do you accept?
You can pay by card (Visa, Mastercard, American Express), PayPal, Apple Pay and Shop Pay. Payment is taken when you order.
Can I pay in instalments?
Yes, through PayPal, which offers payment in instalments under its own terms and subject to approval. Choose PayPal at checkout to see if it's available to you.
Is payment on SKINOREA secure?
Yes. Payments are processed by secure providers (Shopify Payments, PayPal), with 3D Secure strong authentication when your bank requires it. We never have access to your card details.
Can I combine several discount codes?
No, only one discount code can be used per order, and it cannot be combined with a Glow Club reward. Each code is valid under the conditions and for the period stated when it is issued.
How do gift cards work?
SKINOREA gift cards range from €25 to €200 and are valid for 1 year from purchase, usable once or several times on the site. Any balance not used at expiry is lost. Give a gift card.
How does the Glow Club loyalty program work?
The Glow Club is free: you earn 1 point per euro spent (excluding taxes), 50 points when you create your account, 20 points for signing up to the newsletter and 100 points on your birthday. Your points turn into free delivery (150 points), a €10 voucher (250 points), a free product (300 points) or a €15 voucher (350 points). Points expire after 12 months without activity. Join the Glow Club.
How does the referral program work?
When a referred friend places their first order, they receive 100 points and you get a €5 voucher. Only one account per person is allowed: fake referrals lead to points being cancelled.
Contact us
How do I contact customer service?
For an order, delivery or return: orders@skinorea.com. For any other question: hello@skinorea.com or our contact form. We usually reply within 24 to 48 working hours; always include your order number if you have one.
I can't find a product on your site, can you add it?
Let us know at hello@skinorea.com! We regularly expand our selection and your suggestions help us choose what's next.
How can I stay updated on new arrivals and offers?
Sign up to our newsletter and follow us on Instagram (@skinorea.co), TikTok (@skinorea), Facebook (@skinorea.co) and Pinterest (@skinorea) for new products, promotions and skincare tips.
Why choose SKINOREA for your Korean skincare?
Because SKINOREA was created by two friends passionate about Korean skincare, with a simple goal: make it accessible to everyone in Europe, quickly and at fair prices. Authentic products, same-day shipping, advice from a chemical engineer: we want to see your skin glow ✨
From Seoul to Paris with ♡