FAQ
Q - Do you offer free shipping?
We offer free shipping. Minimum order is required, and the amount varies depending on your location. Please check our shipping information page. Also please check your shipping rates when you check out.
Q - Do you offer discount shipping?
Adelline Shipping offer highly competitive shipping rates to Russia. We are going to continue our network to offer better shipping options to all our customers worldwide.
Q - When will my order ship?
We fulfill and ship your order within 1~2 business days. Once the carrier has hold of your package, you will receive a shipping confirmation email with your tracking information enclosed. Please note that it may take up to 24-48 hours for your tracking information to update. (Except for Adelline Economy Shipping to Russia)
Q - How long will it take for my order to arrive?
All orders are shipped out from our two facilities - South Korea, and Russia. Economy Shipping usually takes 5-20 business days from the day it ships to arrive to its final destination. Boxberry Express Shipping takes about 5- 10 business depending on your location.
Q - Do you charge domestic sales tax?
Domestic sales tax will NOT be applied to all orders shipped to Russia, CIS countries, and other select countries. Customers in the United States and Canada need to pay domestic sales tax.
Q - Do you ship Internationally?
Yes! We work with various carriers including DHL, EMS, Boxberry, Russia Post to ship orders internationally. Check your shipping charges when you check out.
Your package may incur additional duties and taxes upon delivery. Duties and taxes depend on your country's customs laws.
Please also note that MyAdelline 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 - What payment methods do you accept?
We currently accept Visa, MasterCard, Discover, American Express, Paypal, and more.
Q - How do I apply my Discount Code?
Discount codes can be applied to your order at Checkout. Enter your discount code into the field on the top right, above your cart total. Once you hit 'Apply' your discount will be deducted from your cart total and you can continue on to payment method.
Please note that only one discount code can be applied per order. Discount codes cannot be combined with any other promotions or offers.
Q - Can I get some samples?
Yes! In fact, you get a free sample with every purchase.
We do not accept requests for additional samples. However, we periodically run promotions and sample offers, so be sure to stay tuned on our Instagram and newsletter for updates! You can also check out our blog for the full list of current promotions.
Q - I want to refer my friends to Adelline! How do I do that?
Awesome! We love that you’re introducing your friends to K-beauty. You can refer your friends to us via email, Facebook, or by simply sharing a link.
Q - I'm placing an order as a gift, how do I make sure no prices are shown in the order?
That's great, we hope your friends and family enjoy the gift of good skin! Not to worry, no prices are ever shown in any packages we send out.
Q - Is the product I received expired?
No, and here’s why. Korean products are traditionally labeled with a manufacturing date instead of an expiry date and have a shelf-life of two to three years from this date, depending on each individual product and brand. So don't be alarmed if you receive a product stamped with a date prior to your actual purchase date -- we value our customers and will never sell expired products just to make a sale!
As K-Beauty expands further into the Western market, some brands have begun printing the expiration date instead of manufacturing date. Please check the characters in front of the dates to be sure:
제조 means "manufactured on"
까지 means "good until"
Gave reading Korean a try but still have questions? Ask us at adelline@adellinebeauty.com
Q - Are the products on Adelline 100% authentic?
Absolutely! At Adelline, we take pride in bringing our customers only the highest quality of Korean beauty. We stand by this promise to do so with every product and this is at the heart of our company.
Q - I reached out via email but I haven't received a response in over 2 business days! What now?
We're sorry to hear this! Please make sure your inquiry was sent to adelline@adellinebeauty.com. We do our best to get to everyone as soon as possible -- this usually means within 1-2 business days (Monday to Friday, not including Holidays). Sometimes our replies can end up in spam, so please be sure to check there and add us as a contact!
Q - What is your return policy?
We’re sorry you didn’t love your new products! We want you to love your experience with Adelline and K-beauty as much as possible, which is why we’re here to help.
We are happy to accept returns on both new and gently used products within 15 days of receipt. We cannot accept empty or more than half empty products. Free return is available in select countries. Please check our Return & Refund page for more information.
If you come across any trouble with our return process or have any questions, please reach out to us at adelline@adellinebeauty.com.
Once the return request is accepted, the label is generated for the convenience of our customers. However, we are happy to accept packages regardless of what shipping method is used by the customer - if a more cost effective shipping method is found.
We just ask in those cases, to prevent any delays, that name and order number be included inside of the parcel. Please check the product page for Final sale items.
Q - Can I exchange a product?
We typically do not offer direct exchanges on any of our products, unless you received a defective or incorrect item.
Q - An item in my order was damaged in transit! What do I do?
Oh no, we’re so sorry to hear this! Please send us an email at adelline@adellinebeauty.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!
Q - An item is missing from my package! Where is it?
We're so sorry to hear of your concern. Sometimes, the products in your order may be split into two (or more) fulfillments. Please kindly check your inbox for any additional tracking information -- please note that the subject will be identical and may be condensed into one email thread.
If after you've looked into your inbox and you find no additional tracking information and your item is indeed missing, please reach out to us and we will make sure to ship this ASAP.
All myAdelline policies are subject to change without advanced notice.