Customer Service Policy

At COSRX, our customers are at the heart of everything we do. We are committed to providing warm, reliable, and efficient customer service that reflects our brand’s values of kindness and transparency. Our goal is to ensure every interaction with our team is positive, helpful, and stress-free, whether you have a question about our products, need assistance with an order, or want to share feedback about your skincare experience.
We offer multiple convenient channels to reach our customer service team, so you can choose the method that works best for you. Whether you prefer email, phone, or our online contact form, our team of skincare-savvy professionals is ready to assist you. We understand that your time is valuable, which is why we strive to respond to all inquiries within 24 to 48 business hours. For urgent matters—such as damaged orders, missing items, or product concerns—we prioritize quick resolution to minimize any inconvenience.
Our customer service team is extensively trained on all aspects of our products, including their formulations, ingredients, and usage instructions. They are also well-versed in our shipping, return, and refund policies, so they can provide clear, accurate answers to your questions. Whether you need help choosing the right product for your skin type, want to track an order, or have concerns about a product’s performance, our team has the knowledge and expertise to guide you.
We value your feedback—positive or negative—as it helps us grow and improve. Every comment we receive is reviewed carefully, and we use it to refine our products, services, and customer experience. If you are not satisfied with a product or your interaction with our team, please let us know, and we will go above and beyond to make it right. We believe in building long-lasting relationships with our customers, and we treat every person with the respect and care they deserve.
At COSRX, customer service is more than a policy—it’s a promise. We are dedicated to supporting you on your skincare journey, ensuring you have the best possible experience with our brand. Whether you’re a first-time buyer or a loyal member of our community, we are here to assist you every step of the way, helping you achieve healthier, happier skin.