Shopping & Ordering
Q: How do I become a registered member of KBP?
A: Simply sign up for a KBP account by clicking the ‘Register’ button on the right hand corner of our web page! Once you successfully register, you become a KBP member.
Q: How do I make a purchase?
A: Browse the site, then simply select the product and then click the ‘ADD TO CART’ button. Once you have all your desired items added into your Shopping cart, simply click the ‘CHECKOUT’ button. You will then be asked to sign in or register. Next, enter any coupon codes that you may want to use. Then, you will be directed to fill in your Billing and Shipping address. Finally, select the shipping method and payment method you prefer, then click ‘CONFIRM ORDER’. Through our payments partner’s page or form, you will securely input the payment information of your choice. Once the order is successfully placed, you will be given an order number, as well as receiving an order confirmation email through your registered email address containing the contents of your order for your reference
Q: How do I use a Coupon Code when placing my order?
A: To redeem a Coupon Code, please input the text code into the box named ‘Coupon Code’ in the checkout page, then click ‘Apply Coupon’. Please note that promotion code may not be used in conjunction with other offers.
Q: I am having issues using the Coupon Code. What should I do?
A: Please check whether: i) the coupon code as expired; ii) coupon code is for one time use only; iii) each order can only use one coupon code; iv) coupon code may not be valid for “Sales & Clearance” items; v) store credit and coupon code cannot be used in conjunction in an order. If you are still having issues after checking these points, please contact us at sales@koreanbeautypoint.com or +977-9820115061
Q: Can I amend my order after it has been confirmed and paid for?
A: In order to ensure our processing time is fast we are unable to amend any orders as any amendments will cause delay in the delivery of your order. This applies to both customer information and ordered items.
Q: I entered a wrong address, can I change my delivery address before or after my package is dispatched?
A: Unfortunately, we are unable to amend any orders information including the delivery address once the order has been paid and processed. If you notice that the wrong information is provided on the order, we can only return it to our warehouse as a return order.
Q. Can I cancel my order if I change my mind?
A: You may cancel your order when the order is still in processing status. Only cancellation requests made by the means of submitting a cancellation request will be acknowledged.
Q: When will my order items be available?
A: You can check the item availability status of each product under the selling price on the product page. You may refer to the two different availability statuses and the required order processing time stated below.
1. In Stock: Usually shipped within 24 hr inside the valley and 48hr outside the valley all over Nepal.
2. Out of stock (usually restocked within 2-3 weeks)
Q: I have received order confirmation email but no further emails. What to do now?
A: We will send you order status notifications through email to inform you of the progress of your order. The next email after order confirmation that you will receive will be the ‘Packing & Delivering Soon’ email, and finally a ‘Dispatch email’. In the circumstance you have not received such emails, please check your spam folder of your email first. If you confirm no further emails are received in your email, you may contact our Customer Service Support via Instagram or directly call +977-9820115061.
Q: I reached out via email and Instagram message but I haven’t received a response in over 24hr. What now?
A: We apologize if this has happened. However due to certain situations such as shopping sales period and public holidays, our customer service team may take an extra few hours to respond due to the volume of enquiries. We do our best to answer all the messages within 24 – 48 working hours (Sunday to Saturday, not including public holidays). From time to time our replies may end up in your spam folder. Please also check your spam folder in your email as well.
Q: Do you offer product samples?
A: We offer curated samples on every order. Due to high demand, we will normally include 1 or 2 samples in each order and it is only while stock is available.
Payment
Q: What types of payment methods may I use at KBP?
A: We currently accept COD, Esewa, Phonepay and credit card payment, including Visa and MasterCard, to ensure you have a smooth, secure and safe checkout process. For more details, please contact our customer service.
Q: Why does my order status show ‘Payment Pending’?
A: Visa card payment will process your payment immediately. However there may be some delay when the payment is still processed by Phonepay. In these circumstances Payment Pending status will be seen. However, rest assured as long as our logistics team will verify your payment, your order’s payment will successfully be processed and the order status will be changed accordingly.
Q: I made a payment but I haven’t received any email confirmation. What to do now?
A: As soon as we confirm payment is successfully received, your order will be processed, and you will receive a confirmation email via your registered email address on your order. If you do not receive a confirmation email within 48 hours, please check your spam folder in your email in case the confirmation email has landed in your spam folder. If you are a registered member with KBP, you can also log in to ‘Your Account’ to check your order status. If any further assistance is needed on these email issues, please contact our Customer Service Support via call.
Shipping and Delivery
Q: Where do you ship my items from?
A: We process and ship all orders from our Main warehouse (Baluwatar) Sunday to Friday, (excluding holidays). Once your order is shipped, you will receive a message with your tracking information.
Q: Where do you ship to?
A: We currently ship to Nepal only. However, we’re planning for International shipping as well. Please note that for shipping to remote areas, additional shipping costs could be charged by the courier company. This charge is borne by you and is calculated in the Checkout page.
Q: How much is the shipping?
A: i) Free shipping above Rs.3,499/- Purchase.
ii) Rs.150 for outside the valley.
Iii) Rs. 100 for inside the valley.
Q: How long will it take to receive my order?
A: The estimated delivery time of your order is 24hr – 48hr inside the valley and takes till 72hr for outside of valley Kathmandu. However, under unforeseen circumstances, delivery time can differ and take longer during shopping sale periods, Nepal public holidays, and extreme weather conditions.
Q: What couriers will be used to ship my order?
A: KBP will use its discretion to determine the best courier for each order and also reserves the right to change courier without prior notice.
Q: How do I track my orders?
A: Once your order is shipped, you will receive a “Dispatched” email with the assigned courier name, tracking number and tracking link. You can also log into ‘My account’ and find your order status and your tracking number if available. You can track the parcel status with the tracking number via the tracking link we provide.
Q: Why is there no information available for the tracking number I am given?
A: We provide customers the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database and uploaded the information to their website. The tracking details would be available after a while, sometimes taking up to 40 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.
Q: Where is my order?
A: Once we ship out your order, the parcel will be in the hands of the courier. To get latest updates on your parcel, please refer to the tracking number we will send to you once we have dispatched your order. As it is out of our hands, it is the responsibility of the customer to check this and to contact the courier if there are any issues to arrange re-delivery, receive pick up instructions etc. If there is an issue that you cannot solve with the courier, you may contact us via call and we will try to provide assistance where possible.
Q: Why does my order’s tracking status show delivered but I have not received my package yet?
A: There could be some circumstances that packages might be delivered to your address or delivered and signed by your family/friends. We suggest you check your family/friends first. If you cannot find your package, you may further make enquiry to the local courier with the given tracking number. If there is an issue that you cannot solve with the courier please contact us to customer service support.
Q: What if my item ordered is damaged during transportation?
A: This rarely happens, but to ensure the best shopping experience to our customers, you may consider purchasing our insured shipping service. KBP will cover in full value of the damaged and lost item during transit with the courier company’s confirmation. Should you have inquiries about claiming damaged or lost goods, you can call Customer Service Support with the order number, item name and photos of the package or damaged goods. The KBP team will further investigate with the courier company and get back to you as soon as possible.
Q: An item is missing from my package. Where is it?
A: Sometimes the products in your order may be split into two or more shipments. Please kindly check your email or ‘My Account’ for any additional tracking information. If you find no additional tracking information available and your item is indeed missing, please reach out to Customer Service Support via call with order number, missing item name and package photos for our team for further investigation. To ensure your order arrives safely, you may consider purchasing our insured shipping service. KBP will cover the full value of the lost item during transit with the courier company’s confirmation.
Q: What happens to my order if it cannot be delivered and is returned to KBP?
A: If you are not available to receive the order, our courier will contact you to try to arrange a re-delivery at a suitable time. If our courier partners are unable to reach you after multiple attempts, your package will be returned back to our Baluwatar warehouse. In the case of any return shipments from our courier partners, the KBP team regards such parcels as undeliverable parcels. In these circumstances, we will notify customers via email/messages/call to confirm the package arrangement, i.e. order refund or reshipment. Either options of order refund or reshipment would incur handling fees, reshipment fees or additional return shipping fees that are borne by the customers to pay for, before any arrangement is further processed.
Returns
Q: What is KBP’S return and exchange policy?
A: In the cases you change your mind, or receive defective and incorrect items, we offer you a 7 day return policy to request goods return upon the receipt of order, subject to KBP Returns terms and conditions. You may refer to returns & exchange policy for the related terms.
Q: How do I return my order?
A: Please note that we only accept returns within 7 days after order delivery. Before returning your order, please read our Returns & Exchanges again to make sure that your return request meets our return requirement. You may message or call customer service here and our KBP Return Team will normally acknowledge your request and advise the return procedure within 1-3 working days.
Q: Can I exchange my item?
A: Unfortunately we don’t have an exchange policy on skincare and makeup items once sold. Please check twice before purchasing any items.
Q: Do you offer refunds if I had allergic reactions to your beauty or skin care products?
A: We do not offer refunds or returns in the cases that involve allergic reaction due to products that you have purchased from us. The ingredients of the product are listed on the product page to help customers identify any sensitive or problematic ingredients. As different skin types and skin conditions may react differently to our beauty or skin care products, the KBP team strongly advises customers to carefully check product information or ingredients listed before purchasing. Customers can also seek more product recommendations on our social media.
Product Information
Q: Do you sell authentic and genuine beauty products?
A: Yes. All our products are authentic and genuine. Our sourcing network is only with brands and few with reputable suppliers or distributors. Most Korean beauty items are sourced from Korea directly with daily shipments to our main warehouse for order fulfillment and processing.
Q: How can I get a list of ingredients for beauty items?
A: Please see the list of ingredients on each beauty items’ product pages.
Q: How can I check the manufacture date or expiry date of Korean beauty items?
A: Korean beauty products are traditionally labelled with a manufacturing date instead of an expiry date. Most of them have a shelf-life of up to three years from manufacturing date, depending on each individual product and brand. Please check the characters marked on the product container or outer packaging in front of the dates for the information.
제조 means “manufactured on”
까지 means “good until”
만료 means “expiry”
Q: I received an item labeled “Sample” or “Not for Sale”. What does this mean?
A: You may receive products in your order that are labeled 견본품 (Sample), 비매품 (Not for Sale) or 증정용(Gift). While they are considered to be samples in Korea and cannot be sold to customers in Korea, they are permitted to be sold in other countries or regions that have different regulations. *Kindly note that products with the labels 견본품 (Sample), 비매품 (Not for Sale), 증정용(Gift) or “Not for Sale” in English cannot be returned or refunded.
Q: I received an item labeled “Duty Free”. What does this mean?
A: Products labeled “Duty Free” do not differ from products without the label, and they are not affected by customs regulations within sales transactions. *Kindly note that products labeled “Duty Free” cannot be returned or refunded.
