FAQ

General | Product Information

Q. Are the products sold authentic?

Yes, all products sold on piyonna are 100% authentic. All products are sourced directly through official brands and authorized distributors in Korea, and shipped directly from PIYONNA's Korean logistics center. You can shop with confidence.

Q. How do I check a product's expiration/use-by date?

The expiration date of all products is indicated on the product container or outer packaging. For some products, only the manufacturing date is listed. In that case, we recommend using the product within 12 months of opening, or within the "period after opening" indicated on the product.

Korean date notation reference:

• 제조 (製造) : Manufacturing date
• ~까지 : Use-by date
• 사용기한 : Expiration date

Q. The packaging or texture of the new product I received is different from what I previously purchased. Why?

Beauty brands regularly improve their formulas and update packaging designs to align with market trends. When a new version is released, the packaging or product texture may be slightly different. This is a normal product update process.

Q. I have questions about a product. (size, color, ingredients, etc.)

Detailed product information (size, color, ingredients, usage instructions, etc.) is available on each product page. For additional inquiries, please contact our customer support and we will assist you in detail.

Q. How do I choose a color for makeup products?

A color guide and swatch images are provided on each product page. Please note that actual colors may vary depending on your monitor settings. If you have difficulty choosing a color, please contact customer support for assistance.

Q. When will an out-of-stock item be available again?

Restocking timing varies depending on the brand and supply situation, and we are unable to provide an exact restock date. If you are interested in a specific product, please contact customer support or, if available on the product page, set up a restock notification alert.

Account | Membership

Q. How do I sign in?

Click the "Sign In" button at the top right of the website, enter a valid email address, then enter the code sent to that email to complete your login.

You can also use Google/Facebook social login for a quicker and easier experience.

Q. What are the benefits of creating an account?

When logged in, the following benefits are provided:

• Access to member-exclusive promotions and events
• Order history lookup and shipment tracking
• Points accumulation and redemption

Q. Can I purchase without an account?

Yes, you can place orders as a guest. However, guest orders have limited access to order history, promotional opportunities, and member-exclusive benefits. We recommend creating an account for a better shopping experience. A confirmation email will be sent after your order is placed.

Q. I want to change my account information.

After logging in, you can edit your personal information under "My Account > Profile." Enter a new email address, then enter the code sent to that address to complete the update.
For security purposes, only the account holder can directly update personal information through "My Account." Customer support cannot modify personal information.

Q. Where can I check my order history?

After logging in, you can view your complete order history under "My Account > Orders." Click on an order number to view details and shipping status.

Q. How do I delete my account?

You can request account deletion through customer support. Please note that all credits/points will be permanently forfeited upon deletion and cannot be recovered, so please consider carefully.

Q. Is my personal information kept secure?

Yes, piyonna processes your personal information in accordance with applicable data protection laws, including the EU GDPR. Payment information, including credit card details, is always encrypted during transmission. For security, only the account holder can update personal information through "My Account." For more details, please refer to our Privacy Policy.

Q. Do you have a loyalty (membership) program?

We are currently preparing our loyalty (membership) program, which will be launching soon. We are planning various membership benefits including point accumulation and tier-based rewards. Stay tuned! We will notify all members separately when the program launches.

Orders

Q. How do I place an order?

1. Add the desired items to your cart.
2. Review the quantity and items in your cart, then click "Checkout."
3. Enter your shipping information (in English).
4. Select a payment method and complete the payment.
5. A confirmation email will be sent after the order is placed.

Q. How do I cancel an order?

Order cancellation is not possible. For more details, please contact customer support.

Q. Can I change my order? (shipping address, item quantity, etc.)

Once an order is placed, changes to the shipping address, item quantity, or product are not possible, as packaging and shipment preparation begin immediately after payment to ensure fast delivery. Please carefully review your shipping address and order details before placing your order.

Q. Can I ship to a P.O. Box address?

Delivery to P.O. Box addresses is not available. Please enter your actual residential address.

Q. I haven't received my order confirmation email.

The system may take 15 minutes to 2 hours to process after ordering. If you haven't received an email after 2 hours:

1. Check your spam/junk folder.
2. Verify that the email address you entered is correct.
3. Check your order history in My Account.
4. If still unresolved, please contact customer support.

Q. My order was cancelled by piyonna.

Orders that violate piyonna's policies (reward abuse, abnormal ordering patterns, etc.) may be cancelled by piyonna. For specific reasons, please contact customer support.

Q. Is there a maximum purchase quantity per product?

Some products may have a maximum purchase quantity per person. If a limit exists, it will be noted on the product page.

Payment

Q. What payment methods are available?

piyonna supports the following payment methods:

• International credit and debit cards (Visa, Mastercard, American Express, UnionPay)
• Digital wallets: Shop Pay, Apple Pay, Google Pay

Some payment methods may not be displayed depending on your device or browser. We recommend placing your order on a mobile device to access all available options.

Q. What currency is used for payment?

All transactions are processed in EUR (Euro). The final billing amount is converted to your local currency based on the exchange rate at the time of payment. Your card issuer may charge a foreign exchange fee.

Q. My payment failed. What should I do?

If your payment fails, please check the following:

1. Verify that your card information (card number, expiry date, CVC) is correct
2. Check that your card balance/limit is sufficient
3. Verify that your card supports international payments (contact your card issuer to unblock international transactions)
4. Complete 3D Secure authentication if required
5. Retry with a different payment method

If the problem persists, please contact customer support.

Q. My payment didn't go through, but it seems like I was charged.

If a charge appears even though the payment was not completed, it is most likely a Pending Authorization status. This is not an actual charge and will typically be automatically voided within 3–7 business days.

If it has not been reversed after 7 business days, please contact your card issuer or customer support.

Q. I think I was charged twice.

If you suspect a duplicate charge, please contact customer support with your order number. After verification, the duplicate charge will be refunded.

Q. Can I receive an invoice (receipt)?

An invoice is automatically sent along with your order confirmation email. If you need an additional invoice (e.g., for customs purposes), please request it from customer support.

Q. How do I apply a coupon/discount code?

Enter the code in the coupon field on the checkout page and the discount will be automatically applied.

Note:

• Coupons may have conditions (minimum order amount, certain products excluded, etc.).
• Coupon application may be restricted for some promotional products.
• Free gifts are subject to change based on stock availability, and piyonna reserves the right to make changes without prior notice.

Shipping

Q. Which countries do you ship to?

piyonna currently offers international shipping to metropolitan France (France métropolitaine). Overseas territories (DOM-TOM) are not available for delivery. Service countries will be expanded gradually.

Q. How long does delivery take?

Items ship within 4–7 business days, with delivery taking 7–15 business days.

Q. What are the shipping fees?

Free shipping on orders of €38 or more. Orders under €38 are not accepted.

Q. How do I track my shipment?

A tracking number will be sent to you as soon as your order is shipped. You can track its progress under My Account > Orders.
If you placed an order without an account, sign in to the site using the email address you used at checkout — you'll be able to access your order history and check your delivery status from there.

Shipping status guide:

• Unfulfilled : Shipping has not yet started.
• Fulfilled : The product has started moving within Korea. Once international shipping begins, you can track your package using the tracking number.

Q. My delivery is delayed. What should I do?

If delivery is delayed beyond the expected date, you will be notified via your registered email. Delays due to customs clearance or local delivery conditions can be checked in real time via shipment tracking. If dispatch is not possible for an extended period, the relevant item or order may be automatically cancelled and refunded. For further inquiries, please contact customer support.

Q. My item was lost or damaged during delivery.

If a loss or damage occurs during delivery, please contact customer support ([support@piyonna.com](mailto:support@piyonna.com)) with supporting evidence (photos or videos).
After verification, we will arrange reshipment or a refund.
Please keep the packaging and shipping label, as they may be required for carrier claims.

Q. Are there items that cannot be shipped internationally?

For safety and regulatory reasons, the following items cannot be shipped internationally:

• Spray products (aerosols)
• Products containing batteries
• Food and health supplements
• Medical devices
• Other items subject to air transport restrictions

These products may have order restrictions or be automatically cancelled.

Q. Is there a limit on the order amount?

To prevent customs delays, we recommend keeping each order to €150 or less. Orders exceeding €150 may involve more complex customs procedures and additional documentation may be required.

Customs | Taxes

Q. Do I need to pay additional customs duties or taxes?

All piyonna product prices include VAT, and piyonna covers the customs duties required for order fulfillment. Therefore, no additional costs are generally incurred at delivery. However, in exceptional circumstances such as changes in local customs policies, we will notify you in advance.

Q. My customs clearance is delayed.

Customs delays can occur depending on local customs conditions. You can check the real-time status via shipment tracking. If additional documents are required, customer support will guide you. While piyonna is not responsible for customs delays, we will do our best to support smooth delivery.

Q. I was unable to receive my package due to a customs issue.

If you refuse or are unable to receive your package due to a customs issue, all associated costs are the responsibility of the customer. If a problem arises, please contact customer support and we will provide guidance based on your situation.

Returns | Refunds

Q. What is the return policy?

• Change of mind: You can request a return within 14 days of receiving the product.
• Damage · Wrong item: You can request a return within 30 days of receiving the product, and evidence (photos or videos) confirming the damage or incorrect delivery must be attached.

Returns are only possible if the product is unused and all original packaging, tags, and labels are undamaged.

Q. In what cases are returns not possible?

Returns are not possible in the following cases:

• Sealed products opened after delivery for hygiene or health protection reasons
• Products custom-made according to consumer specifications
• Products damaged due to customer negligence
• Return request period has passed (14 days for change of mind, 30 days for damage/wrong item)
  
• Products pre-indicated as non-returnable

Q. Is exchange possible?

Due to the nature of international transactions, exchanges are not possible.

Q. Who is responsible for return shipping costs?

• Customer-initiated return (change of mind): Return shipping fee is the customer's responsibility.
• Our error (wrong item, defect, etc.): Return shipping fee is piyonna's responsibility.

💡 Currently, orders placed between May 28 – June 4, 2026 are eligible for free returns. See the announcement at the top of this page.

Please use a trackable shipping method for returns. piyonna is not responsible for loss or damage during return shipping.

Q. How do I apply for a return?

To request a return, use our Returns Center. It only takes a few steps:

• Enter your order number and the email address used for the order.
• Select the items you want to return.
• Choose a return reason. For damaged or incorrect items, attach photos or videos.
• Submit your request.

We will review it and email you the approval, return address, and instructions.
You can also request a return by email (support@piyonna.com) or live chat.
※ Products returned without prior approval may not be processed.

Q. When will my refund be processed?

Refunds are processed within 3 business days after the returned item passes inspection. Refunds are applied to the original payment method. For partial refunds (partial cancellations), processing may take up to 7 days from the original payment date. Additional time may be required by your financial institution for the actual credit or card reversal.

Q. I received a damaged product. What should I do?

Please contact customer support (support@piyonna.com)within 30 days of receipt. For faster processing, please provide:

• Order number
• Photos or videos showing the damage
• Packaging and shipping label (required for carrier claims)

After verification, we will process as a replacement of the same product, full refund, or partial refund (for minor defects, with customer consent).

Q. I experienced an allergic reaction or skin trouble. Can I get a refund?

Cosmetics can react differently depending on individual skin types and conditions. Allergic reactions after using an opened product are not eligible for return/refund. Please carefully check the ingredient information on the product page before purchasing. However, unopened products can be returned in accordance with our return policy.

Customer Support

Q. How do I contact customer support?

You can contact customer support through the following methods:

• E-mail : support@piyonna.com
• Contact form: "Contact Us" page on the website
• Live chat: Chat widget on the website (during operating hours)

We aim to respond to all inquiries within 24 hours (business days). During peak periods (promotions, new product launches, etc.), response times may be longer.

Q. What information should I include when contacting you?

For faster processing, please include the following:

• Order number
• Email address used at registration
• Detailed description of your inquiry
• Relevant photos (in cases of damage, wrong items, etc.)

Q. What are the customer support hours?

Customer support operates Monday to Friday, 9:00 AM – 6:00 PM (KST, excluding public holidays).

Support is limited on weekends and public holidays, and response times may be longer during peak periods.

Q. I'm waiting for a response but haven't received a reply.

Please check your spam/junk folder. Emails from piyonna may be classified as spam. Please whitelist piyonna in your spam filter.

If you haven't received a response after 24 hours (business days), please contact us again.

Other

Q. Is wholesale/B2B purchasing available?

If you are interested in wholesale purchasing, please contact us through the dedicated inquiry channel. A representative will assist you.

Q. Is there an affiliate program?

For more information about piyonna's affiliate program, please refer to the affiliate page or contact customer support.

Q. Is there a mobile app?

The piyonna mobile app is currently in preparation. An optimized shopping experience is also available via mobile web browser.

Q. Which browsers are supported?

piyonna supports the latest versions of the following browsers:

• Google Chrome
• Apple Safari
• Mozilla Firefox
• Microsoft Edge

Please update your browser to the latest version for the best experience.

This FAQ may be updated at any time. For the latest information, please check the website or contact customer support.