FAQs
Find answers to the most common questions below. Still need help? Email us at customer@holiholic.com and we will get back to you within 24–36 hours.
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Need Help?
All orders ship from South Korea. We read every message and will do our best to help.
Drop us an email and we will get back to you within 12–36 hours.
Shipping & Delivery
When will my order ship?
Orders are processed within 1–3 business days after payment confirmation. Orders placed on weekends or holidays are processed on the next business day.
How long does shipping take?
All orders ship from South Korea. Estimated delivery times start from the shipment date, not the order date.
- Standard Shipping: usually 3–18 business days
- Express Shipping (EMS/DHL): usually 2–10 business days
Customs clearance, local delivery conditions, weather, holidays, and peak seasons may affect delivery times.
How much does shipping cost? Is there free shipping?
Shipping rates and free shipping thresholds vary by destination country. Please check the shipping options available at checkout for your location.
Why hasn't my tracking updated?
Track your parcel using the tracking number in your shipping email.
International tracking may temporarily pause during customs clearance or local processing. Updates will resume when the carrier records the next scan.
My package is in my country but not moving. What should I do?
Please contact your local post office or courier with your tracking number. Local carriers often have the most accurate delivery information once the package arrives in your country.
Why did my order arrive in multiple packages?
Some orders may be split into multiple shipments for safer delivery, customs clearance, or product availability reasons.
Customs , Taxes & Duties
Will I need to pay customs fees or taxes?
Import duties, VAT, taxes, or customs fees may apply depending on your country's regulations. These charges are determined by local customs authorities and are not included in our prices or shipping fees.
Why was my package value declared differently?
For some destinations, we may adjust declared values or split shipments to help with smoother customs clearance and reduce excessive import charges when possible.
What happens if customs contacts me?
Please respond to customs or your local courier as quickly as possible. Delayed responses may result in return, disposal, or extended delays.
Address & Delivery Issues
Can I change my address after placing an order?
For payment security reasons, we usually ship only to the address entered during checkout. If your order has not shipped yet, please contact us immediately at customer@holiholic.com.
What happens if my address is incomplete or incorrect?
Packages returned due to incorrect or incomplete addresses may require an additional reshipping fee. Please double-check your address before completing your order.
My order says Delivered but I cannot find it.
Please check with neighbors, building management, family members, or your local post office first. Carriers may leave packages in mailboxes, parcel lockers, or safe locations. If still not found, contact us at customer@holiholic.com.
Returns , Refunds & Cancellations
Can I return my order?
Please contact our customer support team before returning any item. Returned products must be unused, unopened, and in original condition unless the item arrived damaged or incorrect.
What items cannot be returned?
For hygiene and safety reasons, some items are non-returnable, including: sheet masks, underwear, socks, earrings, contact lenses, opened cosmetics, and selected personal care items.
What if I received a damaged or incorrect item?
Please contact us within 3 days of delivery with: your order number, photos of the outer box, shipping label, and clear photos of the item and issue. Email: customer@holiholic.com
Can I cancel my order?
Orders may only be cancelled before shipment. Once shipped, cancellation may no longer be possible. Please contact us immediately at customer@holiholic.com if you need to cancel.
Products & Availability
Are your products authentic?
Yes. All products are shipped directly from South Korea through official suppliers and distribution channels. Holiholic has been operating since 2014 and only carries genuine Korean products.
What happens if an item becomes sold out after I purchase?
If an item becomes unavailable after your order is placed, we may offer a replacement, partially ship the order, wait for restock, or refund the unavailable item. We will contact you to confirm before taking any action.
Will I lose free shipping if an item is sold out?
No. If your order originally qualified for free shipping, the shipping benefit will usually still be maintained even if an item becomes unavailable.
Gifts , Coupons & Rewards
Do all orders receive a free gift?
Yes. Every order includes at least one free gift while supplies last. Gift contents vary depending on order value, current promotions, destination country, and stock availability.
Can coupon codes be combined?
Coupon codes usually cannot be combined unless specifically stated in the promotion.
How do review rewards work?
Customers may receive rewards for product reviews, social media posts, and selected monthly featured reviews. Verification may be required before rewards are issued.