What payment methods do you accept?
We accept payments from all major credit cards - Visa, Mastercard, Union Pay, JCB and American Express paid via PayPal Service.
What currencies can I use?
Currently, we show our product prices in the following currencies: USD (United States), CAD (Canada), GBP (United Kingdom), Indian Rupee (INR), SGD (Singapore) and MYR (Malaysia). However, the final payment currency will be in U.S. Dollars (USD) based on the most current exchange rate.
We are working to expand our currencies offering. Please continue to check back on our FAQ for latest updates.
I am experiencing problems paying. What do I do?
Please try an alternative credit card or contact us at email@example.com. Our friendly Customer Specialist will help you as soon as they can.
My discount code isn't working. What do I do?
Firstly, check that you have entered the discount code exactly at its appears. The codes are case sensitive, and check that the code is still valid and has not expired.
Secondly, check the terms and conditions of the code. If the item is on sale or under a certain category, the discount may not be valid.
If none of the above is working, please email us as firstname.lastname@example.org and one of our Customer Specialist will be able to assist you further on this matter.
Do you sell Oshen Skin Gift Cards?
We are not selling any Oshen Skin Gift Cards at the moment. However, our team is working on it!
- What payment methods do you accept?
Shipping & Delivery
Where does Oshen Skin ship to? What are the excluded shipping zones?
Oshen Skin ships via Korea Post worldwide. However, due to the current Covid situation, we are temporarily limited to the following countries only. However, we are monitoring the Korea Post announcements closely and shipping will be updated frequently.
Updated: September 8, 2022
Currently, our website supports shipping rates to Australia, Austria, Azerbaijan, Bangladesh, Belgium, Brazil, Bulgaria, Cambodia, Canada, Chile, China, Cyprus, Czechia, Denmark, Egypt, Ethiopia, Finland, France, Georgia, Germany, Greece, Hong Kong SAR, Hungary, India, Indonesia, Ireland, Israel, Japan, Jordan, Kazakhstan, Kenya, Laos, Luxembourg, Malaysia, Maldives, Mexico, Mongolia, Myanmar (Burma), Netherlands, New Zealand, Nigeria, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Singapore, Slovenia, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Tunisia, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Uzbekistan, Vietnam
Please note that our shipping services DO NOT cover the following regions:
- Australia: Christmas Island, Cocos Islands
- Canada: Nunavut, Northwest Territories, Yukon
- China: Macau
- Denmark: Faroe Islands, Greenland
- France: Martinique Island, New Caledonia Island, Polynesia, Ssang-Pierre and Miquelon Island, Reunion Island, Wallis and Futuna Islands
- Netherlands: Aruba Island
- United Kingdom: Anguilla Island, Bermuda Island, Gibraltar, Cayman Islands, Montserrat, Pitcairn Islands, Virgin Islands, Turks and Caicos Islands
- United States: American Samoa, Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific
What delivery options do you offer?
We ship our products directly from Seoul, Korea. Our products are shipped via K-Packet and Express Mail Service.
The estimated delivery time for Express Mail Service Shipping is approximately 5 business days. However, due to Covid, delivery time is delayed.
The estimated time for Standard Shipping is approximately 15 to 30 business days, depending on which country you reside in. However, due to Covid, delivery time is delayed.
Unfortunately, we are not able to provide Next Day shipping or Two-Day shipping at this time. However, we are working on improving the speed of our shipping service.
We do try our best to meet the time frames, however, during peak periods or unforeseen circumstances, there may be changes and deliveries may be delayed (including but not exclusive to customs delay, local postal delay, etc.).
Due to the current Covid situation, Korea Post Delivery services may be delayed up to two months, depending on customs clearance. We thank you for your patience.
Is there a weight limit to my order?
The maximum weight limit per order is 2kg. You can check your cart weight on the cart page, which includes weight of all items plus estimated packing materials. If you have exceeded this weight limit while placing your order, a warning message will show up and you will need to adjust your order accordingly.
Will my parcel be charged additional import duties?
Duties and taxes are evaluated on a case-to-case basis, therefore, there may be times when you will be charged import duties and local taxes upon receiving your order. Please note that if this happens, you are responsible for all duties, taxes and processing fees. Refunds are not available for returned orders due to uncleared customs.
Currently, Oshen Skin is not registered under IOSS. Therefore, if you reside in a country that is part of the European Union, you will need to cover all import duties, taxes and handling fees before you receive your orders.
Duty free limit
Provision of evidence
Tax free limit
RM 800 MYR
*Updated on July 6, 2021
*Disclaimer: The above table is only a guideline for your reference. Please refer to your local customs agency for the most up-to-date information before placing your order.
Can I track the status of my order?
Definitely! You will be sent an order confirmation after your purchase payment. Once your order has been shipped, a tracking number will be provided.
We use a third party company called Aftership to track all our Oshen Skin orders. We will send an email to you once your order has been received, another email when you order is on its way to you and finally, an email when your order has been delivered. In each email that you receive, there will be a link to allow you to track the status of your order.
Alternatively, you can also track your order through our website here with your Order Number or Tracking Number.
All orders sent from Oshen Skin will have a tracking number.
It has been a few days and my tracking number hasn't shown any updates. What do I do?
It must be frustrating not being able to track your parcel closely. We try our best to ensure that our shipping carriers provide the latest updates whenever they can. However, much of the updates are outside of Oshen Skin's control.
At Oshen Skin we use different shipping carriers to deliver the parcel in the quickest and safest way possible. Sometimes, this involves different delivery services. When this occurs, it may take some time to have the information updated on the tracking number provided to you.
If you have chosen an Express Shipping option and your tracking number hasn't changed within 4-5 business days, please email us at email@example.com and one of our friendly customer representative will resolve the issue as soon as possible.
What will happen if no one is present when my order arrives?
We currently ship with Korea Post EMS.
You will be updated on the Delivery Status via email that was used to purchase your Oshen Skin order. Please ensure that you provide us with the correct email address. The delivery company will notify you of your delivery and make attempts to deliver your parcel to you. However, if the a reasonable number of attempts have been made and no one is able to receive the items during the number of attempts, Oshen Skin will not be able to provide any refund for your purchases.
Due to the current Covid-19 situation, deliveries may be delayed. However, we are trying our best to ensure that your Oshen Skin orders get to you safely.
Can I ship to multiple addresses?
You may only ship to one address per order.
If your order contains items that require shipping to multiple locations, you’ll need to place separate orders for each address.
Do you ship to P.O. Box?
Unfortunately, we do not ship to P.O. Boxes at this time.
- Where does Oshen Skin ship to? What are the excluded shipping zones?
Returns & Refunds
Can I return any items ordered from Oshen Skin?
Unfortunately, due to the nature of the products that we are selling at Oshen Skin, we do not accept any return or exchanges. However, there may be exceptional circumstances. These circumstances will be evaluated on a case-by-case basis and will be under Oshen Skin's sole discretion. Shipping and handling cost will only be covered if the error is from our end. Please contact us at firstname.lastname@example.org for further details.
Can I exchange an item?
We make every attempt to ensure that your order is packaged and mailed in the best condition possible. Unfortunately, due to hygienic regulation, we do not accept exchanges.
Can I get a refund if the price has changed since I ordered it?
Unfortunately, we are unable to refund for price differences.
What should I do if my refund is incorrect?
Please contact us at email@example.com and provide us with your name and order number. Our Customer Specialists will provide you with further assistance.
What do I do if my item is faulty?
Products are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. If your item is faulty, please do not dispose or amend your item(s). Please contact us at firstname.lastname@example.org within 7 days of receipt along with your name, order number and any relevant images that you can provide of the faulty item(s).
How long does it take to receive a refund?
In the event of a refund, please allow 5 to 10 business days for credit card refunds. You will be refunded based on your original form of payment. However, shipping charges are non-refundable.
- Can I return any items ordered from Oshen Skin?
The total weight of the items in my cart exceed the weight limit per order. What do I do?
There is a weight limit of 5kg per Oshen Skin order when ordering from our website. However, if you encounter the shipping error message above in your cart, you can email us at email@example.com and let us know which items you need. We will create a custom order and provide you with the most accurate shipping rate for your order.
Fortunately, an order weighing 5kg or more is rather rare, so you aren't likely to encounter this error often. Nothing to worry about! :)
Where is my order?
Your order should arrive within the time frame of your chosen delivery method. You can double check this information in your order confirmation email. In this confirmation email, you should also receive a tracking link for any delivery updates. If the delivery time frame has passed and you've still not received your order, please email us at firstname.lastname@example.org
Can I cancel my order?
Once you have placed your order, our team promptly start to pack and process your order. Once you are charged, we are unable to interfere with this process.
Can I change my order once it has been placed?
Once you have placed your order, our team promptly start to pack and process your order. Once you are charged, we are unable to interfere with this process or make any amendments.
What can I do if my order is going to the wrong address?
Please contact us at email@example.com. One of our friendly Customer Specialist will be able to assist you.
Where is my order confirmation?
Once your order has been placed, a confirmation email is sent to the email address that you have provided at checkout.
If you did not receive this email, please check your spam/ junk folder. You can also log into your account to check your order that was processed.
If you continue to have issues, please contact us at firstname.lastname@example.org
What should I do if my order is missing?
Please contact us by email at email@example.com within 14 days from which your order was initially placed. Please provide us with your full name and order number (from the order confirmation email sent to you). After the elapsed time, Oshen Skin reserves the right to decide whether to send our replacement item(s) to you.
What do I do if I've received the wrong item?
In the unlikely event that this happens, please notify us via email at firstname.lastname@example.org within 7 days of receiving your order. We will assist you in getting your order replaced as soon as possible. Thank you!
There is a missing item from my order, what should I do?
Please check your email or junk mail folder to see if you have received an out of stock notice from us. If you haven't received this email, please reach out to us at email@example.com for further assistance
Can I use multiple codes on a single order?
Unfortunately, you can only use one discount code per order. We try to inform as many people as possible with new discount code via newsletter, popup, announcement bar. Please read them carefully not to miss the chance to save your money. We will put more effort to make you love us!
- The total weight of the items in my cart exceed the weight limit per order. What do I do?
Products & Stock
How can I find out if an item is back in stock?
Due to high demand, some items on our website do sell out quickly. We try our best to ensure that our stock is always available, however that is not always possible. It is worth checking back on the website for regular updates.
You can also sign up to receive product notification when you favourite items are available.
We also include an option to sign up for back-in-stock email notification on all of our sold out products.
What do I do if I need more information on your products?
We try to include as much information about our products as possible under our products description, but if there are more specific questions that you would like to know, please contact us as firstname.lastname@example.org.
- How can I find out if an item is back in stock?
I have having trouble signing into my account. What do I do?
Please try resetting your password initially. If this doesn't work, please contact us at email@example.com and one of our Tech Specialist will be happy to assist you as soon as possible.
How do I reset my password?
Simply click here to reset your password
Is my personal information kept private?
How can I remove my personal information from your database?
Please email us at firstname.lastname@example.org to remove all your personal information from our database.
- I have having trouble signing into my account. What do I do?
What are the safety measures take by Oshen Skin in response to Covid-19?
- All products received from the manufacturers are sanitized thoroughly before shelving
- All products are sanitized before being packaged for delivery
- All our employees are required to undergo temperature checks daily, change of mask every 4 hours and sanitize their hands frequently.
- Regular deep sanitization of surfaces throughout our office, storage and packaging area.
- Six feet social distancing between workstations is maintained at all times.
Should I expect a delay with my order?
You may experience shipping delays due to COVID-response plan implemented by our company and our affiliated logistic companies. This may temporarily slow down the processing of orders and deliveries. We assure you that we are striving to process your orders as quickly as possible.
Has your refund policy changed?
Our refund policy remains the same. Due to the hygiene reasons related to the products that we sell at Oshen Skin, we do not accept exchanges and returns, except if a wrong item is delivered. In this case, please allow additional time for your return to be processed as additional precautions have been implemented to ensure the safety of our team members.
- What are the safety measures take by Oshen Skin in response to Covid-19?
Go Green with Oshen Skin
How is Oshen Skin's packaging environmentally friendly?
At Oshen Skin, we are doing our part to save the planet with our Go Green with Oshen Skin initiatives. Rather than bubble wraps, we have chosen an earth-friendly alternative paper bubble that is biodegradable and paper-based. You can even use the bubble wrap as a liner in your fridge to keep your fruits fresh or re-use the paper bubble as a creative gift-wrap! The ideas are endless when it comes to recycling our Oshen Skin packaging.
Are Oshen Skin's packaging recyclable?
Our orders are packaged using paper boxes, twine that are composable, doilies tags and paper-based tape which are all completely recyclable.
- How is Oshen Skin's packaging environmentally friendly?
What is Oshen Club?
Oshen Club is Oshen Skin’s Loyalty program which consists of reviews, rewards, referral program, and wishlist. You can join Oshen Club to earn OS points and discounts and interact with Oshen Skin more closely.
How do I participate in Oshen Club?
In order to join the program, just fill out the form to create an account. Only customers who sign up for accounts can earn and spend OS points. You can find the registration form via two ways:
- Just click the “Create a store account” button in the “Rewards” tab which is shown at the right bottom corner of your screen.
- Click user-icon on the header to open the login page and click “Create account” on the login page to move to the “Register Your Account” page
You can also sign up for newsletter subscription when you create an account. Select the checkbox next to “Subscribe for Newsletter” in order to get updates on point status, promotions and short-term deals and members-only deals.
Once you have done so, you are welcome to participate in a variety of actions to earn points.
I have already subscribed to the newsletter. Do I have to create an account?
Only customers who sign up for accounts can earn and spend OS points. You can earn OS points from newsletter subscription, but you have to create your own account to view your points. You will earn OS points when you register for an account too.
How can I earn points?
You can earn points by completing actions listed in the rewards tab. Just click on the “Rewards” tab to see the list of activities available for you to take part, or you can see the action list in the reward page.
Disclaimer: We are using the third party Loyalty program. In order to correct malfunctions of the Loyalty program or prevent program abuse, Oshen Skin has the right to change point status manually without prior notification to the customer.
Why did I not receive my 250 OS points for the “Create an account” action?
In case you create your account using email address and password instead of a social account, you will need to verify your email address. Once you sign up for an account, you will receive a customer activation email entitled “Activate your account to start earning OS points!”. Please check your spam folder if you can’t find it in your inbox. Click on the link provided in the email.
Once you have activated your account, you should receive the 250 OS points in your reward balance. If you didn't receive the customer activation email due to unknown reason, you can request it manually by clicking on the “Verify your account” link on the Rewards tab or reward page.
Can I earn points from repeated actions?
We have both one-time actions and multi-time actions. One-time action such as “Create an account” or “Subscribe to newsletter” can only be completed once. Multi-time action allows you to earn points from the same actions repeatedly, such as “Leave review”, “Place order” or “Refer a friend”. Some multi-time actions have maximum numbers of times you can complete.Therefore, once you reach the limits, you will not be able to earn points or discounts from the same actions.
How can I earn points from my review?
You can leave product reviews from a review request email, corresponding product page or “Share review” page, and you can leave site reviews on the “Reviews” tab or page. Review points are given when the reviewers are verified and the reviews are published. If you write a review after signing into your account, the reviewer (you) are automatically verified. However, if you write a review before signing in, you will need to verify yourself via the verify review email. Due to the system delay, sometimes your review might not be posted immediately.
You can earn 150 OS points for text only review, whereas 200 OS points will be awarded for text with photo reviews.
Is it possible to leave Reviews for each purchased product in one order?
After filling out the fields and posting a review from the review request email, you will be redirected to the "Thank you" page where a list of other purchased products is displayed. This gives you the opportunity to leave a review on each of them. Once you click on a product, the “Share review” page for this product will open. Fill in the required fields and publish your review. Then it goes back to the "Thank you" page with a list of other purchased products.
Why should I complete my profile?
You can earn a reward for your birthday, only if you fill your birthday on your profile. Please note that “Complete profile” points are only given when the profile is FULLY completed. Please key in your birthday in the format of day/month/year. For example, if your birthday is August 15, 2002, your birth date should be entered as 15/09/2002.
Why can’t I receive email notifications related to my rewards?
Only newsletter subscribers can receive the email notifications. If you didn’t select the checkbox next to “Subscribe for Newsletter” in the registration form, you can update your profile to change your subscription status.
If you are a subscriber, please check your spam box for email notifications. Sometimes due to the system issue there can be a delay in receiving your notifications.
How can I subscribe to a newsletter?
You sign up for a newsletter via website footer or by explicit agreement when you create an account or at the checkout page. This is to ensure customers agree to accept marketing. For your information, creating or activating an account does not mean customers have agreed to receive marketing materials.
How can I spend my points?
It’s very simple. Just click on the “Rewards” tab and you will see a list of all the discounts you can redeem with your current points balance. Great way to boost your savings!
When will my rewards expire?
Your OS points will expire 365 days after you earn them. Whenever you earn new points, your points balance is updated and the expiration date is automatically reset. You will get an alarm email 15 days before your points expire.
Generally discounts (coupons) expire in 30 days after they are issued, with one exception - the referrer’s discount which is valid for 180 days. Unfortunately, there are no alarm emails to notify you for your discount expiration. Thus, we recommend you to redeem your discounts when you are ready to use them.
Can I edit my review which I’ve submitted?
Each Review Request email can only be used ONCE. If you would like to make changes to a previously posted review, please contact us at email@example.com with your new review content. We can only manually change your review.
Do I need to set up an account to join the Referral Program?
Yes, you need to sign up for an Oshen Club in order to earn referral rewards, view your rewards and use your rewards. You can create an account via the Rewards tab located on the bottom right corner of your screen or via the user-icon on the top right corner of your screen.
How does the Referral Program work?
Every Oshen Club member has a unique link which you can share on social media platforms such as Facebook, Twitter, Pinterest or via email. You can locate this link either through the Rewards tab at the bottom right corner of your screen, or on the “Earn Points” section on the Rewards page.
When your friend clicks the unique link you shared, she/he is redirected to Oshen Skin store to sign up for an account. Once she/he creates an account, she/he receives a referee’s discount code.
When your friend completes a purchase on Oshen Skin with the discount code, you will be awarded with a referrer’s discount coupon which you can use towards your next purchase with us. Please note that you will only be rewarded for successful referrals.
How can I claim my referee’s discount?
First of all, welcome to Oshen Skin! When you receive an email entitled “Discount you will love”, you will find a link in the email. Click on the link and you will be redirected to Oshen Skin store. Once you arrive at our store, you should see a pop up prompting you to create an account. It is mandatory to sign up for an Oshen Club account to receive your coupon code.
Once you complete your account registration, you will see a pop-up with a referee’s discount code which you can use for your next purchase with us. This discount code can also be found in the Rewards tab at the bottom right corner of your screen under the “Get Reward” section. Please note that your coupon code is valid for 30 days from the date which you receive the coupon.
How can I claim my referrer's reward?
A referral is deemed successful when your friend (referee) completes a purchase using the referee's discount code. You will receive an email entitled “Thank you for referral!” with a discount code in it. Your referrer’s discount code will be valid for 180 days from the date the coupon is issued to you. Be sure to enter the code at your checkout page when making your next purchase with us.
- What is Oshen Club?