FAQs
ROUTE SHIPPING INSURANCE
WE'VE PARTNERED WITH ROUTE!
Live K-Beauty is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss, or theft. Read more about how to file a lost claim below.
In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed.
We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
Route also allows you to visually track all your orders for free.
Q: HOW TO FILE A CLAIM?
Have a problem? File a Route claim here HTTPS://CLAIMS.ROUTE.COM/
Claims for packages marked as “delivered” must be filed after 2 days and before 10 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 5 days and within 30 days from the last status update.
Q: WHAT IS ROUTE+?
A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Q: WHAT IS THE ROUTE APP (FREE)?
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? DOWNLOAD HERE.
Q: WHERE IS MY ORDER?
A: Download Route’s mobile app for iOS from the App Store to visually track your
package and receive real-time notifications on its estimated delivery.
Q: WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?
A: To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: WHAT IF MY ORDER IS DAMAGED?
A: To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@bucketlist.team and we will be happy to work with you to fix it!
Q: WHAT ARE ROUTE’S TERMS AND CONDITIONS?
A: Route’s terms and conditions are here: HTTPS://ROUTE.COM/TERMS-AND-CONDITIONS/
Q: DOES ROUTE+ COVER STOLEN ITEMS?
A: Yes! Route has your back! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Q: IS ROUTE A LICENSED INSURANCE COMPANY?
A: Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
WHAT ARE SHIPPING TIMES AND COSTS?
Q - What payment methods do you accept?
We currently accept Visa, MasterCard, Discover, American Express, PayPal, Amazon Payment, and Afterpay.
For orders outside of the U.S., we recommend using PayPal or Amazon Payments, especially if the card-issuing bank is not U.S.-based.
Q - What is Afterpay?
Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.
Q - How do I use Afterpay?
Just shop on livekbeauty.com and check out as usual. At checkout, choose Afterpay as your payment method, You will be directed to the AfterPay website to register and provide payment details (Visa or Mastercard). If you've used Afterpay before, just log in to your Afterpay account. Then complete your order - it's that easy!
Q - What can I use Afterpay for?
Afterpay can be used to pay for all products excluding Live K-Beauty e-gift cards. Please note, all items in your shopping bag must be eligible for Afterpay, and the bag value must be between $35 and $1000.
Q - When will my items be delivered if I use Afterpay?
Afterpay orders are delivered within our standard shipping time frames like any order from livekbeauty.com. Free standard shipping is available for U.S. orders over $35.
Q - How do I return an item purchased with Afterpay?
Afterpay returns follow our standard return process. Please visit send us an email to hello@livekbeauty.com to initiate your return. Please note, refunds for Afterpay will first be refunded from Livekbeauty.com to Afterpay, and then to you. We cannot provide an exchange or cash refund. Have more questions about Afterpay returns? Go to help.afterpay.com.
Q - Can I use Afterpay if I'm an international customer?
Afterpay is only available to customers with a U.S. billing address. Customers with international billing addresses will not be able to create an Afterpay account.
Q - Where can I find out more about Afterpay?
Visit the Afterpay website here (https://help.afterpay.com/hc/en-us) for a comprehensive list of FAQs and check out Afterpay’s Privacy Policy found here (https://www.afterpay.com/privacy-policy).
If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or use the contact form found here (https://help.afterpay.com/hc/en-us/requests/new).
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. 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!
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 hello@livekbeauty.com!
Q - Are the products on Live K-Beauty 100% authentic?
Glad you asked -- Absolutely! At Live K-Beauty, 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.
We source all products directly from the brands themselves or from their official authorized distributors.
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 hello@livekbeauty.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!
WHAT PAYMENT METHODS CAN I USE?
Q - Can I make changes to or cancel my order?
We at Live K-Beauty work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed and set aside for shipping.
This unfortunately means NO changes can be made to your order once it is placed. There may however be time to cancel your order all together so you can start fresh. Please email us at hello@livekbeauty.com as soon as possible with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!
Q - What is your return policy?
We’re sorry you didn’t love your new products! We want you to love your experience with Live K-Beauty and Korean skincare as much as possible, which is why we’re here to help.
Our policy is that we are happy to accept returns on both new and gently used products within 21 days of receipt.
Please process your return via hello@livekbeauty.com.
Please include name and order number in your email.
Unfortunately, we are unable to refund your original shipping charges, and we do not offer exchanges on any of our products. We cannot accept empty or more than half empty products. We will only accept unopened and gently used products.
*Return shipping is at the expense of the customer in the event your products are to be returned to us.
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 do not offer direct exchanges on any of our products.
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 hello@livekbeauty.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 Live K-Beauty policies are subject to change without advanced notice.
WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?
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Q - Do you offer free shipping?
We most certainly do! Free standard shipping is applied to all domestic orders (within US) for all orders $35+.
Please note, free shipping is applied after discount codes have been submitted; and your subtotal remains above $35. On orders under $35 a flat shipping rate of $7.90 will be charged.
Q - When will my Live K-Beauty order ship?
We process and ship out all orders Monday through Friday, not including holidays. Orders with standard shipping will usually be fulfilled and shipped the next 1-2 business days (Monday through Friday, not including holidays). We know, we’re as fast as lightning!
Once your order has shipped, 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.
Q - Where will my Live K-Beauty order ship from and how long will it take for my order to arrive?
All Live K-Beauty orders are shipped out of the US. Orders with standard shipping usually take 4-7 business days from the day it ships to arrive to its 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.
All Live K-Beauty policies are subject to change without advanced notice.
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 hello@livekbeauty.com. We do our best to get back to everyone as soon as possible -- this usually means within 1-2 business days (Monday to Friday, excluding holidays).
Sometimes our replies can end up in Spam, so please be sure to check there and add us as a contact!
