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FAQs

Skin Care

Q - What is the 10-step Korean Skin Care Routine?

It’s the secret to getting the most amazing skin of your life. The 10-step Korean Skin Care Routine is the skin care regimen that includes thoroughly cleansing, exfoliating, treating, intensely hydrating, and applying SPF during the day. This regimen was inspired by women in Korea who are experts in taking care of their skin from an early age. To learn more, click here.

Q - Do I need to follow all 10-steps?

No, following all 10-steps is optional and only you know what’s best for your skin. While Korean women are dedicated to their skincare and believe in the layering technique, you should choose what works for your unique skin type. The use of exclusively Korean products is also optional. It’s a good idea to start with the most essential products that will make a dramatic difference and gradually incorporate additional steps to your routine.

Q - I’m a total K-Beauty novice, what do I need to know to get started?

The first thing to know is that every person’s skin is unique, so skin care (Korean or not) is very personal and all about finding out what works best for you. This means skin care is very much a trial-and-error process and there really isn’t a foolproof way to get it right the first time. It’s also important to note that your skin is always changing so your skin care needs will also change over time.

You can check out what makes K-Beauty so special here on The Klog and how to find out which skin care steps to start with here.

Q - How do I know what my skin type is?

We know sometimes this can be a tricky thing to figure out, particularly when skin can change over time! Here are some loose guidelines to better understand the signs associated with your skin. You can also find out a couple tricks trusted dermatologists tell their clients to use to figure out their skin type on The Klog.

Q - What is the Double Cleanse?

The two-step cleansing method that is pure magic for your skin. The Double Cleanse starts with an oil cleanser followed by a water-based cleanser. You need two different formulas to properly and thoroughly cleanse your face every day, in the morning and at night.

Learn more about the Double Cleanse here on The Klog.

Q - My new products are breaking me out! Why is this happening?

Your skin could be going through a period of ‘purging’, which is a term used to describe the adjustment period your skin goes through when you’re using a new product. You can read more about it on The Klog here.

Skin care is all about trial and error and the only sure way to find out what is right for your skin is simply to try them out one by one. Whenever introducing new products into your current skincare routine, try only one or two new products at a time and gradually incorporate them into your skin care routine. This way, you know the exact effects of the product, and you help your skin adjust to the new product.

But if irritation continues, you might be allergic to one or more of the ingredients, in which case you should stop using the product!

Q - Why is Alcohol found in several products on Soko Glam?

Great question! Alcohol or Alcohol Denat is found in many cosmetic products and has a variety of purposes in cosmetics. It acts as an anti-foaming agent, astringent, antimicrobial agent, and a solvent. It also helps deliver the active ingredients of a product and make products absorb and dry faster on the skin. It is not a harmful ingredient to the skin and is particularly beneficial for those with oily and/or acne-prone skin type.

You can read more about it on The Klog here.

Q - How should I apply my treatment products?

A good rule of thumb is to apply treatment products (essence, serum, ampoules, booster, etc) in order of their viscosity, so that the most lightweight, fluid products go on first.

Learn more about treatment products and how to apply them here on The Klog.

Q - If I use whitening products, will my skin tone literally change shades?

No. We do not sell any products with bleaching or whitening ingredients. Products with names or descriptions that include the word “whitening” simply mean 'brightening,’ and they help even out your skin tone and brighten your overall complexion. Your skin will not literally turn 'white'. Check out this article on The Klog for more details!

Q - What products are unsafe for me to use while I am pregnant/nursing?

The general consensus is that topical skin care products that are not prescribed by a doctor are completely safe to use during pregnancy and while nursing. You can read more about this on The Klog.

Having said that, we always recommend speaking with your doctor and taking the precautionary measures you see fit throughout your pregnancy. We want you to feel assured that you’re using only the right products for your precious little one!

Q - My Vitamin C product has turned yellow. Is this normal?

Yes, it’s completely normal! In fact, turning yellow is Vitamin C's natural process of oxidization - all Vitamin C products will gradually oxide and turn yellow over time. This means the effectiveness of Vitamin C products diminishes over a period of time, but it is not harmful to continue using on your skin in any way. We recommend keeping Vitamin C products, along with other products containing actives, out of sunlight and direct heat so you can keep them fresh as long as possible.

Learn more about where to store your products here.

Q - I have sensitive skin, what 10-step routine is good for me?

Unfortunately, it is very difficult to provide recommendations for sensitive skin types that guarantee no breakouts or irritation. Everyone's skin is different, and skin sensitivity can be triggered by many different factors, depending on the person.

To build a 10-step routine safe and effective for you, we recommend booking a one on one apoointment with our Skin Concierge team here!

Q - Can I use these products if I’m a male?

Whatever the outer packaging may look like, the ingredients and the formulas inside are not gender-specific. Nor are they age or ethnicity-specific for that matter. Korean skin care works for everyone not because it’s specifically meant for Korean or Asian skin but because it’s meant for skin in general, which we all have!

Q - What brand or product is all-natural or organic?

For a product to be truly 100% organic, it would also be entirely free of preservatives. Unfortunately, many companies mislabel their organic products—if a product was entirely organic, it would also go bad pretty quickly. As a result, you should be vigilant of any beauty products labeled as 100% organic. No industry standards or regulations are in place for organic skincare.

However, you’ll be happy to know that many Korean beauty brands do focus on using natural and gentle ingredients in their formulas.

Q - Why isn’t the K-Beauty brand I love not on Soko Glam?

If you’d like to see a particular brand or product on the site, we’d love to hear your suggestions! Feel free to email us your thoughts at hello@sokoglam.com. Charlotte and her team test each and every product before deciding whether or not it will be curated for Soko Glam.

Also, please keep in mind that because Soko Glam offers a tight curation of Charlotte's favorite items, products you may have seen once before may no longer be available on the site.

Orders & Returns

Q - Can I make changes to or cancel my order?

As soon as your order has been accepted, we immediately begin processing to get it to you as soon as possible. Unfortunately, this means that we are unable to make any changes to orders once placed.

Please make sure all your details are correct because checking out!

Q - What is your return policy?

Our policy is that we are happy to accept returns on both new and gently used products within 60 days of the delivery date for a refund to your original payment method or a store credit to use for future purchases. Returns will exclude the amount of outbound shipping costs and any return label fees. Return shipping is at the expense of the customer.

To initiate your return, visit our Returns Center here.

If you are unhappy with any of our sets, please reach out to hello@sokoglam.com for next steps.

Q - Can I exchange a product?

We do not offer direct exchanges on any of our products. You can return the product here instead of exchange if the product didn't work!

Q - How can I make an international return?

To initiate an international return, please start your process here by entering the email address you used on the original purchase here. Follow the steps and once complete, please ship your items to the address displayed. At this time we do not offer exchanges on international orders and any shipping costs are the responsibility of the purchaser.

Q - An item in my order was damaged in transit! What should I do?

Please send us an email at hello@sokoglam.com with your order number and an image of the damaged item, as well as the package your order was shipped in, and our team is happy to help you!

Q - An item is missing from my package! Where is it?

Orders may be split into two (or more) shipments depending on the size of your order and availability of the items in our shipping locations.

Your shipping confirmation will include a summary of the items in each package along with your tracking number. If any of your items are not included within the confirmation, this will mean that your order is shipping in multiple packages. Keep an eye out for any additional shipping confirmations for the remainder of your items.

If you suspect an item is missing from your order, please reach out to us at hello@sokoglam.com with your order number and the name of the item.

Q - My order shows it was delivered, but I can't locate it. What do I do?

If your tracking information is confirming delivery and you are unable to locate it, we recommend:

- Checking with your neighbors or family members to confirm the package was not left with them
- Looking at surrounding areas to confirm if the package was left around the premises
- Contacting the carrier as sometimes instances with a mis-scan may occur

If you are still unable to locate the package, please feel free to reach out to us at hello@sokoglam.com for assistance.

Q - I see that some brands are not Korean brands. Don't you curate Korean products only?

We are excited to share that we are adding more brands to our curations that are not solely Korean, but that also share the same ethos and skin-first philosophy as many of our Korean skincare brands.

With that said, we carefully curate each brand and hand-select the products we bring onto our platform that we feel will best suit our community needs.

 

Payments

Q - What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, PayPal, AmazonPay, and Klarna.

Q - What currencies do you accept?

All orders are charged in USD. Please note that all refunds are issued in USD so any discrepancies in the amount will be due to the conversion rate at the time of processing.

Q - What is Klarna?

Klarna allows customers to pay over time for transactions with no interest. A soft credit check is required to utilize Klarna, which does not affect your credit score. Additional information is available at Klarna.com.

Q - How do I use Klarna?

At checkout, choose Klarna as your payment method. You will be directed to the Klarna website to register or sign in with an existing account.

Klarna currently accepts all major debit and credit cards (i.e. Mastercard, Visa, AMEX, Discover), but please note that they do not accept prepaid cards. Once you have confirmed payment, you will receive an email confirmation with your order details.

Q - What can I use Klarna for?

Klarna can be used to pay for all products excluding Soko Glam e-gift cards. Please note, all items in your shopping bag must be eligible for Klarna, and the cart value must be between $35 and $1000.

Q - When will my items be delivered if I use Klarna?

Klarna orders are delivered within our standard shipping time frames based on your shipping destination. Free standard shipping is available for U.S. orders over $35 and Canadian orders over $75.

Q - How do I return an item purchased with Klarna?

To initiate your return, visit our Returns Center and enter your email address to begin the process. Once your refund has been processed, it can take up to 14 days to reflect in your Klarna account. For more details, please visit Klarna’s FAQs here.

Q - Can I use Klarna if I'm an international customer?

Klarna is available in the US, Sweden, Norway, Finland, Denmark, Germany, Austria, The Netherlands, and The UK. Customers with other international billing addresses will not be able to create a Klarna account.

Q - Where can I find out more about Klarna?

Visit Klarna for a comprehensive list of FAQs and check out Klarna’s Privacy Policy.

If you have a question about your Klarna account, please contact the Klarna toll-free customer support line at 1 (844) 552-7621 or chat with them through their Support page.

Domestic Shipping

Q - Do you offer free shipping?

Free standard shipping is available to all US domestic orders over $35+. To apply this, choose our free shipping option at checkout before providing payment for your order.

Q - When will my order ship?

We process and ship all orders within 1-2 business days (Monday through Friday, not including holidays).

Due to global supply chain delays, some orders may take longer than expected to reach you. If you are experiencing any additional delays with your order, please reach out to us on hello@sokoglam.com.

Once your order has shipped, you will receive a shipping confirmation email with your tracking information enclosed. It may take up to 24-48 hours for your tracking information to update.

Q - Where will my order ship from? How long will it take for it to arrive?

All Soko Glam orders are shipped from the US. Orders can take 3-5 business days once shipped to arrive at the final destination.

Q - Do you charge domestic sales tax?

Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state and local laws.

Q - Do you ship to APO/FPO addresses?

Yes! We ship to APO and FPO addresses using USPS.

International Shipping

Q - Do you ship internationally?

We ship internationally to the following countries:

Australia, Austria, Bangladesh, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the UK.

All orders are shipped from the US. International orders can take 3-10 business days to arrive at the final destination. Orders shipping to India may take up to 30 business days to arrive depending on your local customs clearance.

Q - What duties and fees are involved when shipping to one of the international countries listed?

For Austria, Belgium, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Korea, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, and the UK: Your package will arrive to you with no additional duties and taxes aside from any taxes applied at checkout.

Australia, Bangladesh, Bulgaria, Iceland, India, Indonesia, Israel, Japan, Malaysia, New Zealand, Norway, Philippines, Switzerland: Your package may incur additional duties and taxes upon delivery. Duties and taxes depend on your country's customs laws.

Soko Glam does not have any control over these charges and cannot estimate the amount. Customs policies vary widely, so please contact your local customs office if you would like further details.

Q - Do you offer free shipping to international countries?

We offer free shipping for Canadian orders $75 and over. To be eligible for free shipping you must ship within Canada and your subtotal must be greater than $75 once any promotions or discounts are applied. To apply this, choose our free shipping option at checkout before providing payment for your order.

Q - It says you ship to my country, but why are shipping options not showing?

It sounds like there may be too many items in your cart. You can see the maximum shipping weight for your country below:

10 LBS - EU

8 LBS - Australia, NZ, UK

5 LBS - India, Indonesia, Malaysia, Norway, Switzerland, Singapore, Israel, Japan, HK, Korea

Once removing a few items from your cart, shipping options will re-populate.

Rewards

Q - How do I become a Soko Rewards Member?

You can join at any time by signing up with your email through the Soko Rewards page. There is no minimum purchase amount required to become a Member.

Q - How do I become a VIP or VIP Premier?

To become a VIP, you need to spend $200+ in a year. To become a VIP Premier, you need to spend $500+ in a year. Your tier status will last 1 year from the date you earned it on a rolling basis.

Q - Do my rewards points expire?

The points you accrue are yours forever. They don't expire!

Q - How do I check my point balance?

Once logged in, you can check your point balance on both the Rewards page and your Account page.

Q - How do I earn points?

Points will be earned on each dollar you spend, excluding shipping fees and taxes (rounded down to the nearest dollar). Higher tiers are able to earn points at a higher rate. Our VIP members earn 1.4 points per $1 spent, and our VIP Premier members earn 1.7 points per $1 spent.

The following actions will also allow you to earn points:

  • - 50 points for registering your account
  • - 10 points for each follow of our Instagram accounts @sokoglam and @theklog
  • - 10 points for following @sokoglamofficial on TikTok
  • - 50 points for leaving a product review
  • - 75 points for including an image with your review
  •  
  • Please note that points earned through these actions don't apply towards your tier status. Tier status can only be earned through purchases.

Q - How do I use my points to redeem rewards?

You can redeem product rewards once signed in directly through the Soko Rewards page or under your Account page.

Q - How do I know what tier I am?

Once logged in, you can check your tier directly on the Soko Rewards page or on your Account page.

Q - Can I transfer or merge my points between two separate accounts?

Unfortunately, you cannot transfer points between two accounts. You can accrue points on 2+ separate accounts (depending on which account/email you're logged in with while shopping), but we recommend only using one account to maximize your points.

Q - I'm a VIP or VIP Premier member. How do I access exclusive discounts, rewards and offers?

You will receive offers by subscribing to our email list. This is also where you will be notified of early access to events, product releases, and promotions for our VIP and VIP Premier members!

Q - Do you offer a free birthday gift?

Yes we do! Please add your birthdate on the Soko Rewards page and make sure you're subscribed to our emails. On your birthday, you'll receive points automatically added to your account to use toward reward redemptions.

You must make a purchase of at least one item in order to redeem.

Q - I accidentally added a reward to my cart and can't remove it. Help!

You can remove any rewards you no longer wish to checkout for by proceeding to the cart page. Once there, you can change the quantity or select the "x" button next to the quantity of the product to completely remove it from your cart before you checkout.

Q - How do I refer a friend?

To refer a friend, please proceed to our Soko Rewards page. Add your friend's email address in the space provided under the refer a friend section. They then must use the unique link received via email to complete their first order with Soko Glam and receive $10 off their first order that's above $50.

Skin Concierge & Live Chat

Our team is available 7 days a week from 9AM - 6PM EST. To book a Skin Concierge appointment, please click here.

Should you need assistance outside of these hours, we are happy to assist via email at hello@sokoglam.com.

Need additional help?

We're available through live chat every day from 9am-6pm EST.

Should you need assistance outside of these hours, we are happy to assist via email at hello@sokoglam.com.