FREQUENTLY ASKED QUESTIONS

Sacsons make great efforts to ensure your order arrives to you as quickly as possible.

All orders are shipped from Sydney (Postcode 2131) to your delivery address. Once your order has been paid the order is finalised and dispatched as quickly as possible. When your order is dispatched you will receive an order confirmation email which includes your ‘Tracking number’ web link. With this web link you can monitor the status of your delivery.

Please ensure ALL THE DETAILS YOU ENTER ARE CORRECT as we cannot guarantee to make changes once your order has been processed.

If you cannot find the answer to your question here please do not hesitate to reach out to us at support@sacsons.com and we will get back to you as soon as possible.

Thank you

Orders

We always aim to get your order to you as quickly as possible. So as soon payment is accepted the order is confirmed and immediately processed to be shipped.

Therefore, we have a very small amount of time where we can “catch” your order before it is physically picked, packed and shipped.

Basically, that means if your order has passed on to the warehouse, unfortunately NO we are unable to make any more changes to your order. If we can catch it before this stage then YES we can make changes to your order.

If you want to change or cancel your order please click here and fill in the following ‘Order adjustment and cancellation form’ and we will let you know whether it can be amended or canceled.

We always aim to get your order to you as quickly as possible. So as soon payment is accepted the order is confirmed and immediately processed to be shipped.

Therefore, we have a very small amount of time where we can “catch” your order before it is physically picked, packed and shipped.

Basically, that means if your order has passed on to the warehouse, unfortunately NO we are unable to make any more changes to your order. If we can catch it before this stage then YES we can make changes to your order.

If you want to change your order please click here and fill in the following ‘Order adjustment and cancellation form’ and we will let you know whether it can be amended.

There is no need to worry, we do not attach any pricing information on orders shipped out.

At sacsons we aim to have your order delivered to you as soon as possible. Your order is processed as soon as payment is received. All orders are shipped on the same day (business day excluding public holidays) if your order is received before 4:00pm AEST.

We’re sorry to hear your concern. Please check your ‘Spam’ folder first. Depending on your email client (Yahoo, Gmail, Hotmail, Outlook) sometimes our email replies can end up in Spam. If our reply is in Spam please make sure you add us as a contact to ensure smooth communication in the future.

If you have checked your Spam and there is no reply email from us, please send an inquiry to support@sacsons.com with your order number and your full name. We usually get back to you as soon as possible (within 1-2 business days: Monday to Friday, excluding holidays).

Shipping

Orders with ‘Standard shipping’ usually take 2-8 business days from the day it is shipped to the day it arrives to its delivery location.
Orders with ‘Express shipping’ usually take 2-5 business days from the day it is shipped to the day it arrives to its delivery location.

Please view our Shipping Policy’ page for further details on shipping times, and shipping details.

Yes we do. For orders totaling MORE THAN $50.00 standard 2-8 business days shipping is FREE.

Please note that free shipping is applied AFTER discount codes have been submitted and your subtotal remains above $50.00.

Please view our ‘Shipping Policy’ page for further details on shipping times, and shipping details.

Standard Shipping (2-8 business days):
– For orders totalling LESS THAN $50.00 after discount codes have been submitted standard shipping is $6.50.
– For orders totalling MORE THAN $50.00 after discount codes have been submitted and your subtotal remains above $50.00, standard shipping is FREE.

Express shipping (2-5 business days):
– For orders totalling LESS THAN $50.00 after discount codes have been submitted and your subtotal remains above $50.00, Express shipping is $13.00.
– For orders totalling MORE THAN $50.00 after discount codes have been submitted and your subtotal remains above $50.00, Express shipping is $6.50.
– For orders totalling MORE THAN $100.00 after discount codes have been submitted and your subtotal remains above $50.00, Express shipping is FREE.

Yes we deliver to PO BOX & Parcel Lockers. Should you choose this option please ensure to include the street address and suburb postcode of the PO BOX & Parcel Locker location.

No, at this point in time we are only deliver within Australia.

4. Wait for our response
Once your item has been received and inspected by us you will receive an email notifying you that we have received your returned item and the outcome. Most deliveries take around 5-7 business days to arrive to us but this time can also be longer depending on several factors including where you are sending it from. After we receive the delivery and it has been approved your refund will be processed and a credit will automatically be applied to your original method of payment within usually 5 business days of your return arriving back to us. Thank you for your patience.

At Sacsons we pride ourselves on quality control. We carefully check all products before they are dispatched. Due to the nature of our products Sacsons does not offer returns, refunds, or exchanges on orders once they have been shipped unless the product/s inside the parcel box and individual product boxes are damaged when received. 

Conditions to be eligible for a refund:
– If you receive a product that is damaged inside the box during the shipment process please complete the ‘Return Form’ within 15 days of receiving your item. Click here for ‘Return Form’.

– Sacsons is happy to offer you a refund, a replacement or store credit on an item you have purchased from us within 15 days from your order being delivered. We cannot offer you a credit, refund, or a replacement on damaged goods if more than 15 days has passed from your order being delivered.

– Sacsons will only accept sealed, unopen and unused, items. Sacsons cannot accept any item that is not in its original condition. The item will be sent back to your original shipping address.

– If you are returning items that are from different orders you will need to send the items back to us separately and with separate Return forms.

The Return Process
If you receive a product that is damaged inside the box during the shipment process please complete the ‘Return Form’ within 15 days of receiving your item. Please complete the following steps for a return.

  1. Submit a ‘Return Form’
    Please fill in and submit the ‘Return Form’. Click here for a ‘Return Form’.
  1. Wait for our response
    We will get back to you with our response. This usually takes 1-3 business days. Thank you for your patience.
  1. Pack & post
    You are responsible for any damage that occurs during transit. Be sure your item is in its original packaging with all supplied components.

3.1 Carefully pack item/s
Carefully pack the item/s so they arrive safely to us. If you still have the sacsons packing you can reuse it. If you don’t have the sacsons packaging use a similar sized box.

3.2 Print delivery label
Print the delivery label emailed to you by us and tape it to the front or top of the box.

3.3 Post parcel
Drop the parcel off at your nearest Australia Post Office.

4. Wait for our response
Once your item has been received and inspected by us you will receive an email notifying you that we have received your returned item and the outcome. Most deliveries take around 5-7 business days to arrive to us but this time can also be longer depending on several factors including where you are sending it from. After we receive the delivery and it has been approved your refund will be processed and a credit will automatically be applied to your original method of payment within usually 5 business days of your return arriving back to us. Thank you for your patience.

Please email us at support@sacsons.com and we will make sure we address the issue as soon as possible. Please include your full name and order number.

We are sorry to hear your concern. Please check your email and select the tracking link to track all your fulfillfments.

If you have no tracking information and your item is indeed missing please email us at support@sacsons.com and we will make sure we address the issue as soon as possible.

We are sorry to hear your concern. Your order may have been split into two (or more) fulfillments. That means the order is being shipped in two(or more) boxes. Please check your email and select the tracking link to track all fulfillfments.

If you have no additional tracking information and your item is indeed missing please email us at support@sacsons.com and we will make sure we address the issue as soon as possible.

At sacsons we aim to have your order delivered to you as soon as possible. Your order is processed as soon as payment is received. All orders are shipped on the same day (business day excluding public holidays) if your order is received before 4:00pm AEST.

Package tracking

When your order has been paid, and it is dispatched you will receive a confirmation email which includes a tracking number.

This tracking number enables you to have updates on the status of your parcel. As the parcel moves along the delivery process chain it is scanned. Each time it is scanned new information will become available to you on the Tracking page.

You will be able to see information like:

– How it’s being delivered if you’ve asked us to leave it in a safe place through ‘Authority to leave’ or ‘Signature required’

– Where in our network it is ‘It’s on its way’, for example, means your parcel is in transit and on the way for delivery

– Tracking history a detailed explanation of each tracking scan event, for example ‘in transit’, ‘product not trackable’ and ‘processing’

Please note: It may take up to 12 hours for information to be shown on your tracking number.

Payments

We currently accept Visa, MasterCard,  American Express, Paypal and Google pay

Account

If you are having trouble logging into your account. You are more than welcome to contact us at support@sacsons.com to work out whatever issues you’re experiencing, but there are a few things you might want to check on first:

– Are you using the correct email and password? Make sure the email and password you are logging in are the same as the ones you registered with.
– Are you using the correct password? Passwords are case-sensitive. Make sure you are capitalising when appropriate, and that you don’t have Caps Lock on.
– Do you have cookies allowed in your browser? Your web browser is set to reject cookies. Please turn on cookie support to enable account login.
– Try clearing your cookies. Reset the cookies in your browser, then try logging in again.
The date on your computer is set incorrectly.

If you still encounter problems after trying these steps, please email us at support@sacsons.com and we will assist you.

Returns, Refunds, Exchanges

Products

At sacsons we take pride in bringing the highest quality of Korean beauty products to our customers. All products directly coming from legitimate channels and are put through a rigorous internal testing to guarantee their authenticity. You can be assured that you are always getting 100% genuine products.

The date displayed on Korean skin care products can be EITHER or have BOTH the manufactured date OR/AND the expiration date. Most products have a shelf life of one to three years from the date of manufacture. The expiry date is dependent on the product item and the product brand.

It is important to understand and recognise what the date is referring to. For your reference the following Korean characters mean the following:
제조 translates to “manufactured on”;
까지 translates to “good until”.

We always want to hear suggestions from our customers!
Please email us the brand and product name to support@sacsons.com.

We apologise if any of our products are out of stock. If an item is ‘Out of Stock’ we usually replenish our supplies as soon as possible. We offer you the option to be noitified by email when the product is back in stock. You can find this option the product page by pressing the ‘Notify me’ button.

About sacsons

No, we are only an online based store.

Industry and media

We always want to hear suggestions from our customers!
Please email us the brand and product name to support@sacsons.com.

Skincare

Your skin could be going through a period of ‘purging’, which is a term used to describe the adjustment period your skin goes through when you’re using a new product.

Introducing new skincare products to your skin routine requires trial and error testing. We advice first test the product on a small area of skin before incorporated it into your routine.
In addition, use only a maximum of two new products into your routine. Therefore, you will be able to identify the effects they are having on your skin. Should your skin breakout it may be adjusting to the new skincare products. This period of time may only be temporary as your skin adjusts. However, if irritation continues,If irritation continues, you may be allergic to one or more of the ingredients, in which case you should STOP using the product.