FAQ

Absolutely. All products offered on Piyonna are authentic and come directly from official brands or their authorized distributors in Korea. Shipped from our logistics center in Korea, your orders benefit from a reliable and secure supply chain, for shopping with complete peace of mind.

The expiry date appears on the container or outer packaging. Some products only show the manufacturing date: in that case, use the product within 12 months of opening, or within the "period after opening" indicated on the packaging.

To help you read the Korean labels:

• 제조 (製造): manufacturing date
• ~까지: use by…
• 사용기한: expiry date

Beauty brands regularly update their formulas and packaging to improve their products and keep up with the latest trends. So the packaging, the design or even the texture of a product may differ slightly from the visuals shown: this is completely normal and in no way affects its authenticity or quality.

All the detailed information (size, shade, ingredients, how to use…) is shown on each product page. For any other question, our customer service team will be happy to help.

Each product page shows the different shades available along with swatch photos to help you choose. Color rendering may vary slightly depending on your screen settings. If in doubt, our customer service team is on hand to assist you.

Restocking times depend on the brand and on supplies: unfortunately, we can't guarantee an exact date. If a product interests you, write to our customer service team or, when the option is offered on the page, set up a restock alert.

Click "Sign in" at the top right of the site, enter your email address, then type the code you'll receive by email. You can also sign in with one click via Google or Facebook.

Once signed in, you enjoy many benefits:

• Members-only promotions and events;
• Your order history and parcel tracking;
• Membership benefits: earning and using store credit, tier rewards.

Yes, as a guest. However, you'll have limited access to order history, promotional offers and member benefits. For a better experience, we recommend creating an account. A confirmation email is sent after each order.

Once signed in, go to "My account > Profile". Enter your new email address, then the code received at that address to confirm the change.

For security reasons, only the account holder can change their personal information; customer service cannot do it for you.

Once signed in, everything is in "My account > Orders". Click an order number to see its details and shipping status.

Send your request to our customer service team. Please note: deletion means the permanent loss of your store credit, coupons and membership tier, with no possibility of recovery. Think carefully before confirming.

Yes. Piyonna processes your data in compliance with applicable regulations, including the EU GDPR. Your payment information, including bank details, is always encrypted during transmission. For security, only the account holder can change their information via "My account". To find out more, see our Privacy Policy.

The Piyonna Membership is our free rewards program. When you create a Piyonna account, you are automatically enrolled: there is no separate sign-up and no fee. Guest orders are not eligible for membership benefits.

There are four tiers, based on your net purchases (order amount excluding shipping fees, discounts and cancellations/refunds) over the last 12 months:

Upgrades apply immediately once you meet the requirement. Tier reviews for downgrades happen twice a year, on January 1 and July 1, moving down at most one tier at a time. Only delivered orders count toward your tier.

Already shopping K-beauty somewhere else? During September 2026, we'll match the membership tier you hold at YesStyle, Stylevana, Olive Young Global or StyleKorean.

How to apply:

• Subscribe to the Piyonna newsletter (the event is reserved for our subscribers);
• Take a screenshot of the "My account" page of the eligible store, clearly showing your current tier;
• Fill in the Tier Match application form and upload your screenshot.

Good to know:

• You'll receive your result within 2 business days;
• Applications are accepted during September 2026 only, once per account;
• Your matched tier is held until 31 December 2026. After that, the regular tier rules apply, based on your Piyonna purchases;
• Tier matching only moves your tier up, never down;
• Altered or falsified screenshots are treated as misuse and may lead to the benefits being revoked.

You earn store credit on every purchase: 1.5% (SEED), 2.5% (SPROUT), 3.5% (BLOOM) or 5.5% (GARDEN) of your net payment. Credit is added when your order ships. Amounts are credited to the cent, rounded to the nearest cent.

You can also earn €1 of credit each for subscribing to our newsletter and to WhatsApp updates. If you later unsubscribe, credit already granted stays yours.

1 store credit equals €1. At checkout, your available credit is applied as payment. Your full balance is applied automatically (up to the order total): you cannot choose to use only part of it. Credit can be combined with a coupon (one coupon per order). Credit cannot be exchanged for cash or transferred to another account.

Yes. Store credit expires 180 days after it is earned. Credit earned first is used first, and we will notify you before your credit expires. Credit returned to you after an order cancellation or refund is valid for 180 days from the date it is returned.

Credit earned from that order is deducted back. Credit you spent on that order is returned to you as store credit (not cash), valid for 180 days from the return date.

When you reach a new tier, you receive a tier celebration coupon:

When you move up a tier, any unused coupon from your previous tier expires. One coupon per order; coupons can be used on sale prices but cannot be combined with other promotion codes.

Membership ends together with your account. Any remaining store credit, unused coupons, your tier and purchase history are permanently removed and cannot be restored. We will show you your remaining balance before you confirm. If you re-register within 30 days, new-member benefits (where offered) are not granted again.

Benefit details (earn rates, coupon conditions, tier requirements) may change as the program evolves. Any change that is unfavorable to members will be announced at least 30 days before it takes effect, on the site or by email. Credit and coupons already issued keep the conditions they were issued under.

1. Add the items you want to your cart.
2. Review your cart, then click "Checkout".
3. Enter your shipping address.
4. Choose your payment method and confirm.
5. A confirmation email is sent once your order is placed.

Cancellation isn't possible. For any question, contact our customer service team.

No. As soon as payment is confirmed, preparation and packing start right away to deliver to you as quickly as possible: the address, quantity and items can therefore no longer be changed. Please double-check your order and shipping address before confirming.

Delivery is possible to your personal address, including if you have a private mailbox. However, P.O. Box addresses are not accepted. Please provide a complete postal address where the parcel can be received.

Processing the order can take from 15 minutes to 2 hours. After that, if you haven't received anything:

1. Check your spam / junk folder;
2. Make sure your email address is correct;
3. Check the history in "My account";
4. If the problem persists, contact our customer service team.

An order may be cancelled if it breaches our terms (abuse of benefits, abnormal purchasing behavior, etc.). To find out the exact reason, contact our customer service team.

Some products are limited to a certain number of units per person. Where applicable, the limit is stated on the product page.

Piyonna accepts the following payment methods:

• International bank cards: Visa, Mastercard, American Express and UnionPay;
• Express payment solutions: Shop Pay, Apple Pay and Google Pay.

Depending on your device or browser, some payment options may not be displayed. To access all available payment methods, we recommend placing your order from a mobile device.

All transactions are processed in euros (EUR). The amount is converted into your local currency at the rate in effect on the day of payment. Your bank may apply a currency conversion fee.

Check the following:

1. Your card details (number, expiry date, CVC);
2. Your available balance or limit;
3. Authorization for international payments (your bank can unblock them);
4. 3D Secure authentication, if requested;
5. Try another payment method.

If the problem persists, contact our customer service team.

This is most likely a pending authorization ("Pending Authorization"), not an actual charge. It is usually voided automatically within 3 to 7 business days.

If nothing has changed after 7 business days, get in touch with your bank or our customer service team.

Contact our customer service team with your order number. After verification, the duplicate charge will be refunded.

An invoice is attached automatically to your confirmation email. If you need another one (for customs, for example), request it from our customer service team.

Enter the code in the dedicated field at checkout: the discount applies automatically.

Good to know:

• Some coupons have conditions (minimum amount, excluded products, etc.);
• They may not be valid on certain promotional items;
• The free shipping threshold is assessed on your order amount after discounts, so applying a coupon may bring your order below it;
• Free gifts depend on available stock, and Piyonna reserves the right to change them without notice.

Piyonna ships to the following countries:
Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Spain and Sweden.

French overseas departments and territories (DOM-TOM) are not served.
The Madeira Islands (Portugal) are excluded.
The Balearic Islands and the Canary Islands (Spain) are excluded.

Some brands cannot be shipped to certain countries.
For these, only the countries listed below are excluded. Shipping is still available everywhere else on the list.

Orders placed before 6 p.m. (Korea time, KST) ship the next business day (excluding weekends and Korean public holidays). Then allow 7 to 15 business days depending on the country.

If a brand has supply issues, shipping may be temporarily delayed.

Shipping is free above a set order amount, and a flat fee applies below it. There is no minimum order amount.

The threshold and the fee currently in force, including any promotional exception, are set out in our Shipping Policy. The exact amount for your order is shown at checkout before you pay.

As soon as it ships, you receive a tracking number. Track its progress in "My account > Orders".

If you ordered without an account, sign in with the email address used at checkout to find your order and its status.

Shipping statuses:

• Unfulfilled: shipping hasn't started yet.
• Fulfilled: the parcel is moving within Korea. Once it departs internationally, you'll be able to track it using your tracking number.

Across Europe, parcels are delivered by DPD.

You can also track your parcel on the Asendia tracking site: track.asendia.com/track. Enter your tracking number, click "View Full Tracking Details", then enter your postal code or last name to see the full delivery details.

If delivery goes beyond the expected date, we'll let you know by email. Delays related to customs or local delivery conditions are visible in real time via parcel tracking. If shipping proves impossible over a long period, the item or order may be cancelled and refunded automatically. For any question, contact our customer service team.

Contact our customer service team (support@piyonna.com) with evidence (photos or videos).

After verification, we'll arrange a reshipment or a refund. Keep the packaging and shipping label: they may be needed for a claim with the carrier.

For safety and regulatory reasons, the following items can't be shipped internationally:

• Aerosols and sprays;
• Products containing batteries;
• Food and dietary supplements;
• Medical devices;
• Any other item subject to air transport restrictions.

These products may be subject to order restrictions, or even automatic cancellation.

To avoid customs blocks, we advise not exceeding €150 per order. This limit is based on the value of the items, excluding shipping fees. Beyond that, customs formalities may become more complex and additional documents may be requested.

All our prices include VAT, and Piyonna covers the customs duties related to your order. In principle, you therefore have nothing extra to pay on delivery. In exceptional circumstances (a change in local customs regulations, for example), we'll let you know in advance.

Customs delays can happen depending on local practices. You can follow the situation in real time via parcel tracking. If documents are needed, our customer service team will assist you. Piyonna is not responsible for customs delays, but we do everything we can to get your parcel to you smoothly.

If you refuse the parcel or can't receive it for a customs reason, any costs remain your responsibility. If you run into difficulty, contact our customer service team: we'll guide you based on your situation.

• Change of mind: you have 14 days after receipt to request a return.
• Damaged product or wrong item: you have 30 days after receipt, attaching evidence (photos or videos) of the damage or error.

A return is only accepted if the product hasn't been used and the original packaging, tags and seals are intact.

A return isn't possible in the following cases:

• Sealed products opened after receipt, for hygiene or health reasons;
• Products personalized at your request;
• Products damaged by improper use;
• Return window exceeded (14 days for change of mind, 30 days for damage or error);
• Products marked as non-returnable at the time of purchase.

No. Due to the constraints of international shipping, exchanges aren't possible.

• Return on your initiative (change of mind): return shipping costs are your responsibility.
• Our mistake (wrong item, faulty product…): return shipping costs are covered by Piyonna.

Use a tracked shipping method: Piyonna can't be held responsible for loss or damage during the return.

Go to our Return Center. In just a few steps:

• Enter your order number and the email address used;
• Select the items to return;
• Choose a reason (for a damaged or wrong item, attach photos or videos);
• Submit your request.

After review, we'll email you our approval, the return address and the steps to follow. You can also write to us (support@piyonna.com) or use live chat.

※ A product returned without prior approval may not be processed.

The refund is issued within 3 business days after the returned product has been checked, to your original payment method. For a partial refund (partial cancellation), allow up to 7 days from the payment date. Your bank may then need additional time to actually credit your account or card.

Contact our customer service team (support@piyonna.com) within 30 days of receipt. For faster processing, have ready:

• Your order number;
• Photos or videos of the damage;
• The packaging and shipping label (needed for a carrier claim).

After verification, we'll offer a like-for-like replacement, a full refund or, for a minor defect and with your agreement, a partial refund.

Cosmetics react differently from one skin to another. An allergic reaction after using an opened product doesn't qualify for a return or refund. Be sure to check the ingredients on the product page before buying. An unopened product, however, can be returned under our return policy.

You can reach us:

• By email: support@piyonna.com;
• By live chat: via the chat widget on the site, during our opening hours.

We aim to reply within 1 to 2 business days. During busy periods (promotions, launches…), response times may be a little longer.

For faster processing, please include:

• Your order number;
• The email address of your account;
• A precise description of your request;
• Any useful photos (for damage, a wrong item, etc.).

Our customer service team is available Monday to Friday, 9 a.m. to 6 p.m. (Korea time, KST, excluding public holidays).

On weekends and public holidays, support is reduced, and response times may be longer during busy periods.

Please check your spam: our emails sometimes land there. Add Piyonna to your safe-senders list (allowed senders).

If you haven't received anything after 1 to 2 business days, don't hesitate to contact us again.

If you're interested in wholesale, contact us via our dedicated channel: an advisor will assist you.

To learn all about the Piyonna affiliate program, see the dedicated page or contact our customer service team.

The Piyonna mobile app is in the works. In the meantime, enjoy an optimized shopping experience directly from your mobile browser.

Piyonna works with the latest versions of the following browsers:

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

Remember to update your browser for an optimal experience.