Frequently Asked Questions
Got a few questions before you purchase your K-Beauty online? Here’s everything you need to know!
Where Are You Based?
Our warehouse is in Sydney, Australia. We have teams in Sydney, Seoul and Brisbane.
Who Are You?
We are a 100% Aussie owned family business founded by Brisbane girl Lauren Lee in 2014.
Lauren started STYLE STORY from her bedroom and grew it to a startup with teams in Brisbane, Sydney and Seoul.
After discovering K-Beauty in 2011, Lauren learnt the Korean language so she could bring the best of Korean Beauty back with her to Australia!
Why Should I Purchase From STYLE STORY?
Because we’re obsessed with all things K-Beauty and want to help you on your skincare journey too!
We’re the only Aussie K-Beauty store with a permanent base in Seoul, South Korea so we can stay up to date with all the latest trends, products and ingredients. We work directly with Korean brands.
If you’re not sure where to start, are wanting to make some tweaks to your existing routine or just want to have a general chat, then reach out to us – we’re always here to help 🙂
I'm New to Korean Beauty, Where Should I Start?
First of all, welcome!
We know how exciting it is to get started with your new routine and discover a whole world of new beauty products.
We also know it can be hard to know where to start!
We talk you through everything you need to know about Korean skincare, makeup and beauty one-by-one. Take a listen and feel free to get involved in our online community “K-Beauty Down Under” over on Facebook.
And of course, if you ever have any questions, just ask! That’s what we’re here for 🙂
Purchasing & Shipping
How Can I Pay for My Order?
You can pay by PayPal, credit card, Zip Pay, Afterpay or Bank Transfer.
It's My First Time Purchasing. Can I have a discount?
Oh go on then 😉
We’ll give you 10% off your first order when you sign up for the SS newsletter. Grab the discount code in your first newsletter (but don’t forget to check your junk mail inbox if you can’t find it!)
What is Afterpay?
Afterpay is a service that allows you to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.
Do You Ship Internationally?
We sure do!
We use DHL to get your orders to you wherever you are in the world for a flat fee of $13 USD*. Free shipping is available over $130* USD
International orders are tracked and take roughly 5 – 12 days to be received.
*NB USD conversion values are approximate and may vary slightly based on the exchange rate.
When Should I Expect to Receive My Purchase?
All purchases are sent within 1-2 business days. If you are paying by bank transfer, we will begin to process your order when we receive cleared funds in our bank account.
For full details about our shipping timeframes, click here.
What Happens If My Parcel Doesn't Arrive or is Lost in Transit?
Please check our ‘Shipping‘ page for further information.
What Should I Do If Something is Wrong with my Order?
We are so sorry if this happens. Please contact us with the details and we will resolve it for you!
How Do I Contact You?
Can I Order Over the Phone?
As we are a 100% online business we aren’t set up to process payments over the phone, sorry!
Are My Credit Card Details Safe on STYLE STORY?
Absolutely. We securely encrypt your data using a security certificate to ensure your details are safe. You can find out more about the certificate we use to encrypt your data by clicking on the padlock icon in your browser when accessing a secure page.
Can I buy STYLE STORY products as a gift?
Yep! (And who doesn’t love the gift of good skin?!)
Just make sure you enter the details of who you are sending the gift to in the “Shipping Details” section during the checkout process.
Not sure what to send? How about an SS Gift Card!
How Long Do Gift Cards Take To Arrive?
As they are sent to your email address, they are instant! Woohoo~!
Do You Offer Free Shipping?
We sure do!
We offer free shipping on all orders over $65 AUD (after discounts are applied) within Australia.
We use Australia Post tracked shipping and ship out from our warehouse in Sydney.
When Will You Send My Order?
All our orders are processed and packed at 8:20am AEST daily (excluding weekends and Australian public holidays).
Returns and Refunds
How Do I Return an Item?
Let us know as soon as possible after placing your order and we’ll do our best to help you!
How Long Do I Have to Return An Item?
All returns must be sent back within 14 days of receiving your parcel.
What is the Expiry Date of My Product?
Korean products are usually labelled with a manufacturing date instead of an expiry date. Products have a shelf-life of two to three years, depending on each individual product and brand, so don’t be alarmed if you receive a product stamped with a date prior to the date you bought the product!
What If My Item is Faulty?
If you receive an item that has a fault or defect, our team will help resolve the problem as fast as possible.
“Defective” means there is an issue with the product’s packaging, the item was broken in transit, the item is unfit for its purpose or the item has passed its use by date. Defective does not mean the product caused an adverse reaction.
Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process.
I had an allergic reaction to a product
We are so sorry to hear this!
To minimise the chances of this happening, please make sure you follow our guidelines for introducing new products to your routine.
Products and Ingredients
Are Your Products Tested on Animals?
As of 2018, animal testing is illegal in Korea, so companies are unable to test their cosmetics on animals in Korea.
For more info about the cruelty free stance of our individual brands click here.
Are Your Products Genuine?
100%, absolutely, yes!!
We are the only K-Beauty platform in Australia with a dedicated office and team permanently based in Seoul, South Korea.
We take pride in bringing you the best, authentic Korean beauty products straight from Korea.
Whenever you are purchasing from STYLE STORY, you are getting 100% genuine products direct from the brands in Korea. They are all coming from legitimate and safe channels.
Do You Restock?
We restock our skincare and cosmetics constantly.
Please contact us to request a restock of a particular product.
Where Are Your Products Made?
All of our products are made in Korea.
We are a Korean Beauty store.
Are There Any Samples You Can Send Me?
All of our orders are delivered with 2 free samples.
As much as we would love to tailor your requests for samples, these samples are selected at random by our warehouse.
How Is Korean Skincare Different From Western Skincare?
From the ingredients in the products, to the formulations, packaging, approach and even their purpose, Korean skincare differs from western skincare in many ways.
For a more in-depth look click here.
What is the 10 Step Skincare Routine?
The key principles behind the routine are “Cleanse“, “Treat” and “Hydrate“. A K-Beauty routine can include the following steps:
Step 1 – Cleanse with an Oil-Based Cleanser
Step 2 – Cleanse with a Foaming Cleanser
Step 3 – Exfoliator
Step 4 – Toner
Step 5 – Face Mask
Steps 6 and 7 – Essence/Serum
Step 8 – Eye cream
Step 9 – Moisturiser
Step 10 – SPF
Do I Have to Use 10 Steps of Skincare?
Not at all!
At its heart, the Korean Beauty philosophy is about hydration, gentle nourishment and tailoring your skincare routine to suit your skin.
Koreans like to layer different products in their routine to help moisturise and to treat specific skin issues as they crop up throughout the year. There is no one way to K-Beauty!
Do I Have to Use All Korean Products?
No! This is 100% optional.
You can use whatever products work for you and combine them with western beauty products.
Do I Need to Double Cleanse?
If you wear sunscreen or makeup (and everyone should be wearing sunscreen, wink wink!) then the answer is YES!
To double cleanse, massage one of our oil or balm cleansers all over your dry face and then rinse off.
Follow up with a foam cleanser.
What is the 7 Skins Method?
This is an additional step in your skincare routine that involves applying a moisturising toner in 7 thin layers.
The idea is to deeply hydrate the skin and seal in the newly added hydration with an occlusive, like a moisturiser.
The name for this method comes from the Korean word for “toner”. Toners in Korean are commonly referred to as “skins”, so the literal translation for this method is the “7 Toner Method”. To read more, click here.
How do I Apply Korean Skincare Products?
Here’s a simple trick to remember – start with the product that has the thinnest, most watery consistency and work your way up to the one with the thickest!
Why Can't I Buy Korean Sunscreens On Your Site?
The sale of sunscreens in Australia is regulated by the Therapeutic Goods Administration (the TGA). In order to be sold in Australia, sunscreen products must be tested to determine their SPF.
Before a sunscreen can be legally marketed in Australia, it also needs to be included in the Australian Register of Therapeutic Goods (ARTG)
The reason why Korean sunscreens (or at least, none that we know of!) are able to legally be sold in Australia is become none of them are included on the ARTG. For full details click here.
If I Use Whitening Products Will My Skin Change Shades?
Stress less! We do not sell any products that contain bleaching agents. Products labelled “whitening” simply mean ‘brightening’.
They help even out your skin tone, lessen the appearance of pigmentation and melasma and brighten your overall complexion. You will not literally turn ‘white’ (or whiter, as the case may be :p)
For more on this topic, have a listen to this episode of The Korean Beauty Show podcast.
What Products Can I Use During Pregnancy?
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.
Some people however do like to avoid products containing all AHAs, BHAs and retinols.
We always recommend speaking with your doctor and taking the precautionary measures you see fit throughout your pregnancy. We have all the ingredients for our products listed on our website so that you can run them past your treating physician.
Which brand or product is all-natural or all-organic?
For a product to be truly 100% organic, it would also be entirely free of preservatives, which would make is very user-unfriendly as it would go off reaaaaally quickly. Be vigilant of any beauty products labeled as 100% organic. No industry standards or regulations are in place for organic skincare.
Many Korean beauty brands do however focus on using natural and gentle ingredients in their formulas.