FAQs
Let us help you out! Here you'll find HAEINA's most Frequently Asked Questions.
1. Products
Are your products cruelty-free?
Yes, all our products are 100% cruelty-free. We work exclusively with manufacturers who do not conduct or commission animal testing.
Are your products vegan?
Many of our products are vegan. These are clearly marked on the respective product page.
Do you have vegan cosmetics?
After opening, you will find a symbol on the packaging (e.g. “12 M”) indicating how many months the product can be used after opening.
How should I store my products?
The best place is a cool, dry location – ideally at room temperature and without direct sunlight.
What can I do if a desired product is sold out?
We take care to order our products in quantities that meet demand and are environmentally conscious, in order to ensure sustainable inventory management. Nevertheless, occasional delivery delays or short-term shortages may occur.
If an item you'd like to purchase is currently unavailable, simply sign up using the "Notify me" function. As soon as the product is back in stock, you'll automatically receive a message from us.
Are the products you offer original?
Yes, we sell exclusively original products from Korea . All items come directly from the respective manufacturers or their authorized distributors. This ensures that you receive only genuine and tested original goods from us.
Will I receive exactly the product shown in the product photo?
Yes, the product photos in our shop generally show the exact product you will receive. However, please note that some manufacturers may occasionally make design changes or packaging adjustments without altering the ingredients or quality of the product.
Should an item differ significantly from the image, please contact us – we will of course investigate the matter and find a solution together.
Why is the expiration date of the products not displayed on the website?
The use-by or best-before date for many of our products is not specified on the website in advance, as it can vary depending on the production batch . We regularly source our products directly from the manufacturers in Korea, which allows us to always offer fresh and up-to-date goods .
You can find the exact expiration date on the packaging of each product . If you would like information about the shelf life of a specific item before placing your order, please feel free to contact our customer support – we are happy to provide this information at any time.
2nd order
How can I place an order?
It's easy via our online shop: Simply add the desired products to your shopping cart and follow the checkout process. You can also order as a guest; an account is not required.
Can I also order by phone?
Currently, orders can only be placed online. This ensures that all orders are processed securely and correctly.
I haven't received an order confirmation – what should I do?
Please check your spam folder. If you can't find the email, please contact our customer service with your name and order date.
Can I change or cancel my order afterwards?
Once an order is confirmed, it usually cannot be changed for logistical reasons. Please contact us as soon as possible so we can check if a cancellation is still possible.
Can I add a product later?
Unfortunately not. However, you can simply place a new order.
How can I redeem a discount code?
Enter your discount code in the "Voucher Code" field during the final step of the ordering process and confirm by clicking " Apply ". The discount will be automatically applied.
How can I check the current status of my order?
Can I have my order gift-wrapped?
Do I need to create a customer account to place an order?
No, you can also order from us as a guest without a customer account . In this case, you only need to provide the information necessary for shipping and payment.
However, we recommend creating a customer account – this allows you to track your order status , view your order history , and order more quickly and conveniently in the future.
For even more convenience, you can also easily log in via your existing Meta (Facebook/Instagram) account , your Google account or your shop account .
3. Shipping & Delivery
How long does delivery take?
Delivery within Germany usually takes 1–4 working days. Deliveries throughout Europe take 4–10 working days, depending on the country.
Where is my package?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number . You can use this link to check the current location of your package and the estimated delivery date at any time.
Please note that depending on the shipping provider and order volume, there may be short-term delays in updating the shipment tracking .
If you have not received your shipping confirmation or your package is taking an unusually long time to arrive, please contact our customer support – we will check the status of your delivery immediately.
Do you also deliver on weekends?
Weekend delivery depends on the shipping provider and your delivery address . Our deliveries typically take place from Monday to Saturday (excluding public holidays).
Unfortunately, delivery on Sundays or public holidays is not currently possible. Once your package has been shipped, you can track your shipment to see the estimated delivery time.
How long will my package be kept at the post office if I wasn't home when it was delivered?
If you are not home when your package is delivered, it will usually be left at a post office or parcel shop near you. You will receive a notification card or an email with all the important information.
The storage period is usually 7 working days (with DHL) from the day of deposit. After this period, the package will be automatically returned to us.
Please note that the exact storage period may vary depending on the shipping provider .
Can the storage period at the post office or parcel station be extended?
Generally, the storage period for a package at the post office or parcel station cannot be extended . After the period expires (usually 7 working days ), the shipment will be automatically returned to us.
However, some shipping providers – for example DHL – offer the option to choose individual delivery options via shipment tracking or the DHL app , such as permission to leave the package or an alternative delivery address .
If you anticipate that you will not be able to pick up your package in time, we recommend contacting the shipping provider early to explore possible options.
Why haven't I received my order yet?
We apologize if your order is taking longer than expected. Normally, all orders are processed and handed over to the shipping provider promptly after payment is received .
However, delays may occur in individual cases, for example due to:
- a high order volume or seasonal capacity utilization,
- Delays at the shipping provider ,
- Customs or import clearance (for deliveries to other EU countries),
- or incomplete address information .
Please first check the tracking information in your shipping confirmation to see the current status of your package. If you can't find any up-to-date information there, or if your package is taking an unusually long time to arrive, please contact our customer support – we will investigate the matter immediately and assist you further.
Why can't I change my delivery address anymore?
Once your order has been processed or shipped , it is unfortunately no longer possible to change the delivery address. From this point on, your package is already in the shipping process and can no longer be modified by us.
If you recently placed an order and it has n't been shipped yet , please contact our customer support as soon as possible . We'll gladly check if an address change is still possible.
The tracking information says that my package has not yet been handed over to the shipping provider – what does that mean?
This message means that the shipping label has already been created and your order is being prepared for shipment . The package has not yet been physically handed over to the shipping provider , but is currently being processed or packed in our warehouse.
Once the package has been handed over to the shipping provider and scanned by them, the tracking information will update automatically and show the next steps of your delivery.
Please be patient – the status is usually updated within 24 to 48 hours after the shipping label is created. If the status doesn't change for a longer period, please contact our customer support so we can look into it for you.
Why was my package returned to the sender?
If your package was returned to us, there could be several reasons. Common causes include:
- The package could not be delivered (e.g. recipient not found, no delivery release authorization).
- The storage period at the post office or parcel station has expired .
- The delivery address provided was incomplete or incorrect .
- The package was not accepted or was refused by the recipient.
As soon as we receive your return, we will inform you by email. Depending on your preference, the order can be reshipped or the purchase price refunded .
If you are unsure why your package was returned, our customer support team will be happy to help.
My package was delivered to the wrong address – what can I do?
We are very sorry that your package appears to have been delivered to the wrong address. In such cases, we recommend that you first check the tracking information to see where the delivery service has indicated it was made.
If the tracking information shows that the package was delivered to the wrong address or you have n't received it, please contact the shipping provider directly . They can initiate an investigation and determine the package's whereabouts most quickly.
It's best to have your tracking number handy. If you don't receive a solution despite contacting us, our customer support team is of course available to assist you.
My package has external damage or contains damaged goods – what should I do?
We are very sorry that your order arrived damaged. Please check the package and its contents immediately upon receipt for any transport damage.
Should you notice any external damage to the packaging or damaged goods , please contact our customer support immediately. If possible, please send us photos of the affected product so that we can quickly investigate the matter and offer you a suitable solution.
Depending on the situation, a replacement delivery , partial refund or a refund of the purchase price may be provided.
How can I track my shipment?
Once your order has been shipped, you will receive a shipping confirmation with a tracking link via email.
Which countries do you deliver to?
Which countries do you deliver to?
How much does shipping cost?
Shipping costs within Germany are €4.90. Shipping is free for orders over €39.90.
What happens if I'm not home when it's delivered?
The package will usually be left with a neighbor or at the nearest parcel shop. You will receive a notification from the shipping provider.
4. Payment
What payment methods do you offer?
Is payment in the online shop secure?
Yes. Our website is SSL-encrypted, and all payments are processed through certified payment providers.
When will my account be debited?
For credit card, PayPal or instant bank transfer, the charge is processed immediately upon completion of the order.
Can I combine multiple payment methods?
No, only one payment method is possible per order.
Will I receive an invoice?
Yes, you will automatically receive an electronic invoice via email after your order has been shipped.
I cannot complete my payment – why is that?
If your payment cannot be completed, there could be several reasons. Common causes include:
- a rejected payment by the bank or payment provider,
- technical problems during the payment process,
- an invalid or expired payment method ,
- or a temporary connection error in the shop system.
Please check your payment details first and try again if necessary. If the problem persists, we recommend choosing an alternative payment method or contacting our customer support – we'll be happy to help you complete your order successfully.
Why hasn't my payment been processed yet?
Depending on the payment method , in rare cases it may take some time for your payment to be recorded in our system.
Payments by credit card, PayPal, or instant payment system are usually processed immediately . However, in individual cases, technical delays or transmission errors may lead to a later booking.
Please check if the amount has already been debited from your account. If so, but your order is not yet showing as paid, please contact our customer support . We will check the payment immediately and inform you of the current status.
Can I pay with vouchers, and are they available for purchase?
Yes, you can pay with vouchers at our store, provided you have a valid voucher code . Simply enter the code in the designated field in your shopping cart or at checkout – the voucher value will be automatically deducted from your total.
We also offer gift vouchers for purchase . These are perfect if you want to make someone happy. Our vouchers are available digitally and can be redeemed flexibly for any product in our shop.
Where can I find the invoice for my order?
Your invoice will be generated automatically as soon as your order has been shipped . You can find it here:
- as an attachment in your shipping confirmation email , or
- in your customer account under the section "My Orders" where you can download them at any time.
If you cannot find your invoice or are experiencing problems downloading it, please contact our customer support – we will gladly resend the invoice to you.
When will I receive my money back for a cancelled order or complaint?
Once your cancellation or complaint has been processed, the refund will be automatically made via the same payment method you used for the purchase.
Please note that processing time may vary depending on the payment provider :
- For PayPal or credit card payments, refunds are usually processed within 3-5 working days .
- In individual cases, processing times on the bank's side may take a little longer.
Once your refund is complete, you will receive a confirmation email . If you haven't received your refund after this period, please contact our customer support; we will be happy to look into the matter for you.
5. Returns & Exchanges
How can I return an item?
You can register a return within 14 days of receiving the goods. To do so, use our return form in your customer account or contact us by email.
Who bears the costs for a return shipment?
We want to deal with this issue openly and transparently: According to legal regulations, the buyer usually bears the costs of the return shipment , provided the item was delivered correctly and there is no error on our part.
Many large retailers voluntarily cover return shipping costs, but we have consciously decided against this – in favor of a fair and sustainable approach to our products and resources . Every return means transport, packaging material, and CO₂ emissions. With this policy, we aim to promote conscious consumption and avoid unnecessary returns.
Of course, we will cover the return shipping costs if a product is damaged or delivered incorrectly . In this case, please contact our customer support beforehand so that we can provide you with a return label .
When will I receive my refund?
Once we have checked the return, the refund will be processed within 5-7 working days via the original payment method.
Can I return opened cosmetics?
For hygiene reasons, opened or used products cannot be returned.
My product arrived damaged – what should I do?
Please send us a photo of the damaged goods tosupport@haeinacosmetics.de so that we can find a quick solution.
6. Vouchers & Promotions
How do I redeem a voucher?
Enter your voucher code in the shopping cart or during the final step of the checkout process. The discount will be applied automatically.
Can I combine multiple vouchers?
Unfortunately, only one voucher code can be redeemed per order.
How long are vouchers valid for?
Gift vouchers are valid for 3 years from the date of purchase.
How do I get information about promotions?
Sign up for our newsletter to receive exclusive discounts and previews of new products.
7. My account
How can I create a customer account?
Click on “My Account” in the top right corner and follow the registration process.
How can I reset my password?
Go to “Forgot your password?” in the login area – you will receive an email with a reset link.
How can I change my address or payment details?
After logging in, you can find all the information under “My Account” → “Edit Profile”.
How do I delete my account?
Simply email us at datenschutz@haeinacosmetics.de with the subject line "Delete account". We will confirm the deletion within 5 days.
8. About us & Sustainability
Who is behind Haeina Cosmetics?
Haeina Cosmetics is an owner-managed company based in Germany. Our mission is to offer high-quality cosmetics with a focus on transparency and sustainability.
Is your packaging sustainable?
Yes, we place great importance on sustainable and environmentally conscious packaging . Wherever possible, we use recyclable or reusable materials and avoid unnecessary plastic packaging. Our shipping boxes are made from recycled paper , and we also select packing materials that are environmentally friendly and resource-efficient .
We are continuously working to improve our packaging processes – with the aim of keeping our environmental footprint as small as possible without compromising the safety and quality of the products.
9. Contact
How can I contact customer service?
You can reach us by email atsupport@haeinacosmetics.de
Didn't find your answer?
Then please contact us – we'll be happy to help you personally. 💌