Frequently Asked Questions
Are you still operating normally?Expand
Yes, business is as usual here at Let’s Face It. Our small but mighty team are working from home and we are still despatching orders as usual (same day despatch for orders made before 1pm Monday-Friday, otherwise despatched within 24 hours). Orders are packed in-house with high hygiene standards and social distancing practiced.
All our orders are sent out via Australia Post. Whilst our order and despatch process remains the same, we have been advised by AusPost that there may possibly be some slight delays with delivery. This means your order may arrive a few days later than it usually would, including Express Post parcels. Rest assured, Australia Post are doing all they can to ensure your order is delivered safely and as quickly as possible to you.
You can find more information about potential delays and other impacts here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus
For more information about our order process and delivery, please see our Shipping & Delivery Policy here.
I want to purchase an item but it's out of stock. When will it be restocked?Expand
Due to the current global COVID-19 situation, there are now less frequent freight routes between South Korea and Australia. This has caused some delays with our shipments and it may take just a little bit longer to have all your favourite Korean beauty products back in stock.
However, we are doing all that we can to replenish our stock levels as soon as possible for you 😊.
Will there be an increase in prices?Expand
Please kindly understand that due to an increase in international freight costs as well as an increase in supply prices, there may be a slight price adjustment to some our products.
We are trying our best to minimise adjusting any of our prices as much as possible, which is why we have only made an incremental increase to a small selection of our product range.
Is it safe to receive parcel deliveries during this time?Expand
Australia Post has made changes to their delivery and collection process to enable contactless delivery for the safety of their employees as well as the receiver.
To minimise the risk of contracting or spreading coronavirus, signature upon delivery is no longer required by the recipient, whether at home or collecting at the nearest Post Office.
If your parcel has been marked as signature required, the delivery driver will record your name and sign off on the delivery on your behalf if you are home. The parcel is then left at your door. If you are not at home, a notification card will be left with instructions on where to collect your parcel.
If you are picking up your parcel from a Post Office, staff will confirm your name and sign off the collection on your behalf, then leave the parcel on the counter for you to pick up.
Who are we?Expand
Let’s Face It is an online Korean skin care and beauty store based in Sydney, Australia. We import authentic Korean beauty products directly from South Korea, making them more easily to the Australian market.
We have almost 400 products and more than 30 of the best Korean beauty brands including COSRX, Klairs, Missha, Laneige, Pyunkang Yul, Skinfood and more. We are constantly expanding our brand and product range, and the Korean beauty products we offer are effective, gentle as well as affordable.
Our mission is to help others take care of their skin and face their skin concerns with Korean skin care that is authentic, effective and affordable. Additional to this, our core values include being honestly helpful, socially responsible as well as being committed to helping improve the overall health and wellness of our LFI fam.
You can find out more about us here, and also on our community page.
I’m new to Korean Beauty, where do I start?Expand
Learning about Korean skin care can be quite overwhelming; the 10 step skin care routine, layering, sheet masks, sleeping masks, AHAs/BHAs, Snail Mucin etc… but don’t stress, that’s why we’re here!
Check out our blog page and follow us on Instagram where we post regularly about specific ingredients and their benefits in skin care, the Korean skin care culture, our guide to the 10 Step Korean Beauty Skin Care Routine and all things Korean beauty.
Sign up to our short email series on How To Build Your Korean Skin Care Routine. This is a 3 part email series that helps you determine your skin type and concerns, teach you how to build a custom skin care routine using Korean skin care products best suited for your skin, and how to stay consistent with it.
You can also contact us at email@example.com with your questions and concerns. We’ll do our best to respond to you ASAP. We’re happy to provide additional information and recommendations for you!
What skin type am I?Expand
Figuring out what skin type you are will help you decide whether a product is suitable for your skin type or skin concern you want to improve. You may not fit into only one category all year round and don’t forget there are also external factors that will affect your skin (stress, diet, weather, age, medication, hormones).
Where is the Let’s Face It Pop Up store located?Expand
From 2017 – 2018 we had pop up stores in Westfield Chatswood and Westfield Liverpool. We are currently only trading online.
Future dates and locations of our pop up store will be announced at a later date.
Can I change or cancel my order?Expand
Online orders are processed and packed within 24 hours of the order being made. Therefore, changes or cancellations will not be allowed if your order has already been packed. Please make sure you select your products carefully. If you do have any concerns regarding your order, please email us immediately at firstname.lastname@example.org
I haven’t received my order yetExpand
Orders are processed, packed and sent within 24 hours of being placed. Orders placed after 1pm on Fridays will be posted the following Monday. All orders are sent out from Sydney via Australia Post.
Once posted, you will receive an email notification with your order tracking number. If your tracking number states your order has been delivered but you have not received it, please contact Australia Post regarding the delivery of your parcel. Let’s Face It is not liable for any delayed, stolen or lost orders once the parcel has been marked as delivered by the postal service.
What if I received an incorrect or faulty item?Expand
We try our best to ensure all products sold are treated with care on their journey from the warehouse to your door, and arrive in perfect condition. All our products are sold in sealed packaging. If for any reason you have received a faulty item, please first email us immediately at email@example.com with your name, date of purchase, order number and photos of the faulty item. We will investigate the situation and liaise with you via email regarding returning your faulty item. Once we have received the item and it has been accepted as faulty, you will have a choice between being issued a full refund, exchanging for another item or receiving a store credit.
If you have received an incorrect product or are missing a product from your order, please contact us immediately at firstname.lastname@example.org.
Do you offer refunds?Expand
Refunds are given only for faulty goods that have been returned to us and accepted as faulty.
There are no refunds or returns accepted for change of mind.
Please see our full Returns, Refunds & Exchanges Policy here.
Do you provide samples with orders?Expand
Every order is packed with free product samples 🙂
Shipping & Delivery
How long will shipping take?Expand
Please see our estimated delivery timeframes below.
2-5 business days (NSW)
3-10 business days (Interstate metro areas)
For interstate rural areas, delivery may take slightly longer. Please check your tracking number that is provided once orders are shipped.
1-3 business days for all major metropolitan areas in Australia. If you live outside of these areas please allow a couple of extra days for delivery.
To find out information regarding shipping fees, delivery times and order pick up location, please see our Shipping & Delivery Policy.
How much is shipping?Expand
We offer free shipping via regular post for all orders over $60AUD (after discounts applied).
For orders under $60, there is a flat rate fee of $6.50 for regular post.
Express post has a flat rate fee of $10 regardless of total order amount.
For more information, please see our full Shipping & Delivery Policy here.
How do I track my order?Expand
Once your order has been despatched, you will receive an order confirmation email with your tracking number. Please use this link to track your parcel:
Do you ship to PO Box and Parcel Lockers?Expand
Yes we do!
Do you ship internationally?Expand
Let’s Face It currently only ships within Australia.
What payment options do you accept?Expand
We accept AfterPay, Mastercard, Visa, American Express, and Paypal payments.
Korean Skin Care Products
Are the products sold at Let’s Face It 100% authentic?Expand
Yes, we guarantee that all our products are 100% authentic. Our products are imported directly from the Korean skin care brands or authorised distributors in South Korea.
I need some help with choosing skin care products that best suit my skin / meet my skin concernsExpand
At Let’s Face It, we are not just a transactional store – we love customer interactions (hence why we had our pop up stores throughout 2017).
Although for now we are trading solely online, we love receiving feedback from customers, answering queries and helping people find suitable products for their needs. Our service extends to ensure customers receive the most benefit from the Korean skin care purchased at our store.
You can contact us by filling out the contact form or via:
Direct email: email@example.com – you will usually will receive a response within 24 hours.
Direct messaging on Facebook Messenger (link on home page) – this is the preferred method for immediate responses.
I’ve been using my new skin care product/s for a few days but I don’t see any changes in my skin. Why is it not working?Expand
We get it – Every time we try a new skin care product, we get excited to see differences in our skin too! However, this doesn’t always happen overnight. Skin care is a long term commitment so please allow some time for your new products to work.
The time it takes to see results from a product / skin care routine will vary depending on many factors (skin type, severity of a skin condition you want to improve, external environment etc). It can take anywhere from a few hours to up to 3, or even up to 6 months! Please also keep in mind that everyone’s skin is different and unique. Some products may work better for others than yourself and vice versa.
What are “Whitening” skin care products?Expand
In Asian beauty you’ll see many skin care products that are labelled as “whitening” products, but this doesn’t mean the products ‘bleach’ or ‘whiten’ the skin to a lighter skin tone. There are no toxic bleaching agents or ingredients in any of our Korean skin care products. Rather, the purpose of these whitening products is to brighten your skin. Brightening skin care products correct uneven skin tone, fade brown spots and/or pigmentation and liven up dull, tired skin. Some most commonly used ingredients for skin brightening are:
Vitamin C: A natural cleansing and exfoliating ingredient that also lightens dark spots / sun damage / pigmentation, fades acne scars and enhances skin elasticity and suppleness.
Niacinamide: aka Vitamin B3. This ingredient creates a moisture barrier to keep your skin hydrated, boosts collagen production, strengthens skin and prevents unwanted hyperpigmentation.
Licorice Root: A plant root with active ingredients that diminishes dark spots and blemishes, is anti-inflammatory and has anti-oxidant properties.
AHAs/BHAs: natural acids used as chemical exfoliants that repair damaged skin and promote skin cell rejuvenation, resulting in brighter and even toned skin.
I’m pregnant, can I still use these products?Expand
Whilst the products available at our store contain natural and gentle ingredients, there are still certain ingredients that should be avoided when you are expecting a child even if they are usually safe. The main ingredients to avoid are salicylic acid, essential oils, retinoids, benzol peroxide and hydroquinone (the latter 2 are not in any of our products).
Glycolic acid, Vitamin C, Snail mucin and many other natural ingredients are still safe to use however we always advise to check with your doctor beforehand because your baby comes first!
What is the 10 Step Korean skin care routine?Expand
The 10 Step Korean Skin Care Routine is all about gently layering on skin care products that cleanse, treat and protect your skin. It’s essentially a daily routine that focuses on prevention (of ageing, acne and other concerns) as well as treating the root cause of your skin concerns.
The beauty of this routine is that you actually don’t need to do all 10 steps. It’s more important to learn about and listen to your skin, test what works for you and invest in your skin’s needs.
Find out more in our 10 Step Korean Skin Care Routine Guide.
A guide on expiration dates for Korean Beauty productsExpand
Korean skin care products have a shelf life of approximately 30-36 months and should be used within 12 months of opening. Skin care products include: Toners, Lotions, Creams, Essences, Eye creams, Sun Creams, Serums and Cleansers (Cleansing foam / gel / oil / balms / water).
Korean beauty sheet masks have a shelf life of 12 months and are to be used immediately after opening.
Products stocked at Let’s Face It that are not sold prior to their expiration date are disposed of for quality control. Some Korean Beauty products may only have a manufacturing date on it rather than an expiration date so do not be alarmed if you see a past 2017 date with “제조” next to it, this means manufacturing date.
If you are still unsure of the expiration date of your product, feel free to email us at firstname.lastname@example.org and we will provide you with further information.
I am having issues logging into my accountExpand
If you are experiencing issues logging into your account, or for any other account enquiries, please email us at email@example.com and we will assist you.
What are the benefits of being a Let’s Face It member?Expand
As a Let’s Face It member you accumulate reward points with each purchase. When these reward points add up you can choose to redeem these points for either discounts or free mini products.
The free mini product of the month is updated regularly and displayed in your account dashboard.
You will also be added to our mailing list and be the first to hear about our new arrivals and promotions as well as receive exclusive member offers.
All reward points are recorded under your customer account when a purchase is made and can be viewed in the account dashboard.
Can I get bonus reward points?Expand
Yes! Sign into your account to find out how to receive bonus reward points for free!