FAQ. Frequently Asked Questions

Why buy from Korean Queens store?

We carry an incredible selection of beauty tools, accessories and other products. We negotiate with our vendors directly, there is no middleman; therefore, we are able to provide them to you at the lowest price. Our products are authentic and are the highest of quality. We ship our products quickly from the Spain. Shopping with us enables you many benefits including the earning of reward points to use towards your next order, free samples and offers. Our customer service representatives are eager to help you at all times as well.

Are Korean Queens products genuine?

Of course. All our products are 100% genuine and manufactured by original brands. They are shipped out directly from Korea. So you can be assured all products are 100% authentic! No fakes, No imitations! Therefore we stand behind the quality of the products we sell, which is why people are constantly coming back to our site after buying from us.

I sent an email a using the form, but I haven't gotten a reply. Are you guys ignoring me?

Never! Korean Queens is known for our friendly customer service and will-do attitude. We would never ignore our customers. There are several factors to what could have happened: Often times customers would missed a letter in their e-mail address which would cause our staff to get a "mail delivery failure" response when we try to respond to you. Please make sure your e-mail address is correct before you submit your question inquiry form.

The product I want seems to be always out of stock. Why don't you guys re-stock faster?

We apologize for the inconvenience, please keep in mind our products are being imported from Korea. The more popular the product, the higher the demand is; therefore, the quicker the product sells out. We do offer in-stock e-mail notifications. Please visit the product and click on the "In-Stock Notification" button. Our system will e-mail you as soon as we replenish our stocks.

Do I have to pay sales tax with my order?

The prices on this Website are indicated in Euro including all taxes, although excluding delivery fees and are susceptible to changes during the year. Products are invoiced at the price indicated at the time of validating an order. 

What currency do you charge my credit card?

All transactions, regardless of shipping country, will be charged in Spain currency (EURO) only. We hope to provide more currency options for our valued customers in the near future.

What are the payment methods?

The payment of your purchases on the Site is exclusively in Euro. Korean Queens aims to give the most convenient and ease to customers for the online shopping experience, thus we have opted for the following types of payment methods:
- Credit Car
- Paypal
- Bank Transfer

Is it safe to use my credit card on Korean Queens Store?

Absolutely! All information related to your order, including the online payment by credit card, are protected. When you place an order using your credit card, the information is secured and encrypted as it is exchanged using a secure SSL connection. In fact, Korean Queens guarantees your security.

My credit card statement lists an additional fee relating to my transaction with Korean Queens online shop. Why did this happen?

Korean Queens online shop is located in Spain and uses a Spanish payment gateway for its credit card transactions. Some banks or credit card companies will charge transaction fees for international purchases, which will be reflected on your credit card statement as an extra charge. Please confirm with your bank or credit card company for details of their foreign transaction fees.

Do you ship to my country?

Yes, we ship worldwide. If your filling in billing/shipping information and do not see your country listed. Please send us an email and we will look into it.

What are the delays and delivery fees?

Korean Queens will process your order immediately. 
Shipping Information to SPAIN:

We use express service for deliveries to Spain (Peninsula). The delivery charge is just 3.99€ (All TAX included) irrespective of how many items you order. Our products are shipped directly from our warehouse. It usually takes about 24h working days after the order is delivered. If all items are in stock, they will be dispatched in 1-2 working day. You can choose a cheaper option for all orders up to 0.5 kg for 4.99€ and it takes 48-72h. Also you can get Free Shipping cost on all orders of 59€ or more.

For Islas Baleares, Islas Canarias, Ceuta and Melilla the shipping rates are determined by the weight of products as well as the location of the shipping destination. You will be delivered between 2-3 working days after your order has been confirmed. 

International Shipping Information:

We provide worldwide shipping, Korean Queens shipping method is trusty and accurate. Shipping rates are determined by the weight of products as well as the location of the shipping destination. Korean Queens generally ships packages out every 24 hours, Monday through Friday, to ensure a fast-shipping cycle so your package gets to you at the shortest amount of time possible.
Shipping times are estimates. Our products are delivered according to the delivery address that is indicated during the process of the order. You will be delivered between 5-14 working days after your order has been confirmed. 

Is there free shipping for Spain residents?

Yes! Free shipping for purchases of 56€ or more to anywhere in the Spain. (Peninsula).

How often do you ship out orders?

Packages are generally shipped out every 24 hours, typically in the mornings and early daytime to ensure a fast-shipping cycle so your package gets to you at the shortest amount of time possible.
I received an email today saying my order was “Shipped/Complete” but I didn't get my anything. Where is my package?
When you receive your automated “Shipped/Completed” email, it means your order is complete and it was shipped. The ship date will be included in the email.
It has been over 10 business days and I have still not received my package. Where is it?
The 5-14 business days are an estimate for an international orders. Often time’s packages are held up in customs, which may cause a delay in shipping. Please be patient, your package will be arriving soon.

How can I check the status of my order?

Log into your account on Korean Queens and click on “My Account” you can view all of your current and previous orders and their statuses.

Can I get a samples of your products?

Sure! However, samples are only provided with purchases. 

I have received one faulty, damaged or missing item, What I can do?

Our goal is to ensure your complete satisfaction with your purchase. We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. 
If you need to return a Korean Queens product because it is damaged when received or faulty, please contact us immediately through our contact form page or by e-mail within 48 hours of the Process Date. We will refund the product, the delivery fees and eventual return fees. You must return the product in its original packaging, in the same condition as you receive it (If not, we reserve the right to refuse a refund on the item) within 2 working days from the day following that on which you received the parcel, to: The K Society SLNE Urb/Cortijo del Conde, Villas del Sur, Nº 5 Málaga 29790 (SPAIN).
After we receive the product you return and check its condition, refund will be processed right away. If your product is faulty, we commit to exchange the item or to refund by cheque within 15 working days of receiving notice of the decision to cancel.
If you still want to get the product, please kindly ask us for return.
To ensure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by us.
We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Why haven't I received my refund yet?

After a refund is initiated it may take up to a week before the refund is posted in your account due to processing time. For international customers it may take up to 30 days before the refund is posted to your account.

How do I get Queen Points?

You will earn QueenPoints with every order and they will give you an automatic discount off your next order. The more orders you make from Korean Queens online shop the more you will save! Once your order is registered as delivered, the points will be activated immediately to be used on your next order, with no delays or waiting. Straight away! You can see all info about Queen Points here.

How can I contact you for help?

You can use our contact form or you can contact us through e-mail info@koreanqueens.com

I lost my USER ID or PASSWORD. How do I get it?

If you can't remember your ID or password, you can find it by using the password retrieval process at Log In zone. Follow these steps to recover your ID name or password.

I have doubts about the date appearing on the products

You can find detailed information about how to interpret the date printed on our products at the following link: information about dates