Frequently asked questions


Can I order by phone? Unfortunately, we do not take orders over the phone. What kinds of payment methods do you accept? We accept the following forms of payment PayPal. Can I modify shipping address? If you order haven't been shipped, you can contact our customer service for help. How to cancel the order? If your order hasn't been shipped, you may cancel it online through PC website, click on "My Orders" choosing cancel order, or please contact customer service for help. Package received with item missing? Item may not shipped in the original package due to damage or other situations when preparing shipment, system will send out of stock notification email and process a refund of the item. Refund will usually be issued back in 5~7 business days to the original payment account. If no refund received after 7 business days, please contact customer service. If you do not receive out of stock notification email, item is missing due to employee's negligence. Please contact customer service to apply for a refund or replacement. Package received with item damaged? Item may be damaged in trasit due to turbulence squeeze. Please contact customer service to apply for a refund or replacement. What should I do if item received expires? We have arranged someone to periodically check all inventories goods. Products reaching shelf life or expired will be taken off shelves not to sell. We are sorry it was shipped because of our negligence, please contact customer service to apply for a refund or replacement. Can I add item once order is submitted? Once the order is placed, it cannot be modified to either add or remove item from it. Can I exchange an item to another one when processing replacement? Replacement order will be created based on original order. If one item is out of stock, a refund is issued for it. Unfortunately, we are unable to exchange to another item. Can you atomatically send out item after it is back to stock? Our system does not support automatically send out item being out of stock once new inventory is avaiable. When item is out of stock, a refund will be issued to refund it.


Can refund be issued to a different method of payment? We are sorry refund is processed to the original payment method. We are unable to issue it back another account other than the original one. Why does my order payment failed? If payment fails, please try following steps: 1. Login yo your 31box account, save your bank card in billing or will have saved card information deleted to add again. 2. Make sure saved payment information is consistent with bank file and fill in all information including contact email address, phone number, etc. If you still have problem following the above way, please contact your card issuers for future assistance.


When will my order arrive? In general, the delivery time of your shipment can be determined using the following formula: Estimated delivery time=product availability+Estimated shipping time of chosen shipping method. The expected ship out date is the day that we estimate your order will leave our warehouse and can be detemined using the greatest number of days in the availability range of the items in your order. When will my orders be shipped? Every orders are normally shipped out within 72 business hours from the time of receving the order, it will ship out soon and you will receive the tracking numbers to track your package. Will my shipment come with a tracking number? When order parcels are shipped, we email tracking numbers to customers, and the email contains both order details and shipment tracking numbers. Can my shipment be delivered to a post office box? We are unable to ship to the following address: P.O.Box, APO, FPO, DPO. What happens to my order if it can't be delivered and is returned to 31box? All shipments returned to 31box are considered "undeliverable" reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider, or unclaimed shipments held by the courier agent. Will I have to pay customs taxes on my shipment? When ordering from 31box, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), valued address tax (VAT) or any similar customs-related charges. Customs policies vary by country and 31box cannot make any guarantees as to whether or not shipments will be subject to customs related fees. Please contact your local customs office for more information. Where does 31box ship its orders from? All orders are processed at and shipped from our warehouse in South Korea.


Do you sell genuine beauty products? Yes, all of our products are 100% authentic and sourced directly from official brand located here in Korea. What type of foundation/cushion should I get for my skin type? Dry skin types shold use liquid or cream foundation. Normal to dry skin types should use liquid or cream foundation. Normal to oily skin types should use oil-free/oil-controlling liquid or powder. Oily skin types should use oil-free/oil-controlling liquid or powder with a matte finish. What is the shelf life of makeup items after they have been opened? Although it may not listed on the bottle, makeup does have their "expiration date" exposure to air, bacteria, and light causes makeup to degrade over time. Try to store makeup in a cool, dry, and dark location, and wash hands and brushes/puffs before use to minimize contamination. Other than being less effective, makeup past its shelf life can cause skin irritation and breakouts. Be especially careful about eye makeup, as eyes are more susceptible to infection. It is best to regularly clear out your cosmetics bags. If the item has a smell or has changed color/consistency, it is definitely time to dispose of it. Most beauty products should have a 3 years shelf life starting from their manufacturing date, and should be used within 1 year after being opened. Certain types of products may have a longer or shorter shelf life. Please refer to the specific product details or packaging for further information. What are the defferent skincare products for? Many brands offer combined products, and different products may have different functions and recommended usage. Read the product information and instructions for each item carefully before application. What are UVA and UVB? UVA and UVB are ultraviolet rays radiated by sun that can cause damage to skin. UVA are long-wave rays that penetrate deep into skin and cause aging effects such as wrinkles. UVB are short-wave rays that cause tanning and sunburns. UVB is more directly linked to skin cancer, but UVA also can bring cancer causing effects. What does SPF mean? and what SPF sunscreen should I use? SPF stands for sun protection factor and it is a measure of how long a sunscreen protects against UVB rays. The higher the SPF, hte greater the protection. Note, however, that the scale is not proportional: SPF 30 provides around 3% more protection than SPF 15, not twice as much. For normal daily activities, a sunscreen with an SPF of 15~25 is adequate. For those engaging in prolonged outdoor activities, such as swimming and hiking, a higher SPF is recommended. People who have more sensitive skin should also seek higher SPF products. Sunscreen should be applied at least 20 minutes before exposure to sun and reapplied every 2 hours and after swimming. Skin is at risk from UV rays even on cloudy days, so it is best to always wear sunscreen when outdoors. What is PA? PA stands for protection grade. It is a measure used to determine how well a sunscreen protects against UVA rays. There are 3 grades PA+, PA++, and PA+++ in that order of protection. PA++ is adequate for normal protection. PA+++ is recommended for extended sunlight exposure and sensitive skin types.


Why should I become a registered user? Once registered, you may save more than one shopping/billing address. You will not be required to re-enter your shipping or billing addresses every time you order online. Do I need to register before placing order? Yes, our registration process is fast, free, and will save you time for future purchase. How do I change my account login email address? Unfortunately, verified account email address cannot be edited. While un-verified email address can be changed. As soon as you log on to your account with your email address and password. Can I change account login email address when it expires? Unfortunately, verified account email address cannot be edited. You can use your new email address to register an account, or you cna log on to the original account, and then add new email address in address book as the contact email address, so that you will receive all orders information. How can I change my account password? Yes, you can click on forgot password tab when login account to receive an email with the reset password link, following instrctions to update your password. Why don't I receive any notification email? If your contact email is correct, please check your junk mailbox for the notification email. We suggest adding our email address to your contact list, so that you will receive any notice in the future.