Please find answers to frequently asked questions here. Additional inquiries may be directed to email@example.com
ORDER & PAYMENTS
1. WHAT PAYMENT METHODS DO YOU ACCEPT?
- CREDIT CARDS
We accept VISA and MASTERCARD. If you do not carry a credit card with the logos above, we recommend PAYPAL as an alternative.
2. HOW DO I CANCEL MY ORDER?
- If your order status is on Order Placed:
Please log-in to your account and click the Cancel Order button on 'My Orders'
- If your order status is on Processed / Shipped:
Unfortunately, we cannot process a refund because your package is now packing or have been shipped.
3. CAN I CHANGE MY ORDER? OR THE INFORMATION ON THE ORDER?
- To change your order or the information on the order, please contact firstname.lastname@example.org immediately. Please note, it may be difficult to change your order once your order status is on Processed or Shipped.
4. MY ORDER IS MISSING, DAMAGED, OR INCORRECT
- If the products from your order are missing, damaged, or incorrect, please refer to the refund policy. In this case, Wishtrend will issue a refund and the customers will not be responsible for the delivery fee.
5. HOW DO I KNOW IF MY ORDER IS CONFIRMED?
- Once your payment has been confirmed we will send you an order confirmation email. Please check if you have received an email and if you have not we advise you to contact email@example.com
6. I WANT TO MODIFY MY ORDER.
- Items, vouchers and shipping information/options can't be changed once the order has been placed. Canceling is available only when its status is still "Order Placed". Please be informed that Re-purchasing may be difficult depending on stocks after cancellation.
7. I CANCELED AN ORDER AND I WAS TRYING TO REORDER, BUT THE PROMOTION ENDED, CAN I GET THE SAME BENEFITS (DISCOUNT RATE, VOUCHER, ETC.)?
- Once items are sold out or the promotion period ended up, You can't get the same benefits even if your canceled order placed during the promotion.
- If the product is already sold out or the promotion has ended at the time of reordering after cancellation, the promotion benefits received at the previous order cannot be applied.
8. I DID NOT GET MY ORDER.
- Shipping may be delayed during this promotion period. You can check your order status in MY ACCOUNT-MY ORDERS.
- Customs or your local carrier may be holding your parcel. We recommend you to contact customs or local carrier with your tracking no. (We will not be responsible for any duty/import/taxes/customs/etc charges you may incur)
9. I NEED AN INVOICE FOR CUSTOMS CLEARANCE.
- Invoice is not attached to the package. Please contact firstname.lastname@example.org for this issue.
10. THERE ARE NO SAMPLES IN MY PACKAGE.
- Samples must be selected during check out. If you missed selecting samples, it cannot be shipped separately. Samples you receive may vary depending on stocks.
11. SOME ITEMS ARE MISSING IN MY PACKAGE.
- 1 pkg covers up to 2KG. If almost half of the order is missing, there will be another parcel and it will be delivered to the customer within a few days. If not, please contact email@example.com
12. THE REFUND AMOUNT IS DIFFERENT
- Refunds will be made based on the actual payment amount (USD) at which the discount rate is applied.
- Currency exchange rate can't be handled from our end.
1. I CAN’T LOG-IN WITH FACEBOOK OR GOOGLE?
- If you cannot log-in with Facebook or Google, we advise you to sign up with your email. In other cases, please contact firstname.lastname@example.org.
2. HOW CAN I RESET MY PASSWORD?
- To reset your password please click on 'forgot password' on the sign-in page. An email will be sent to you to reset your new password. Please follow the guidelines accordingly.
3. HOW DO I SUBSCRIBE AND UNSUBSCRIBE FROM EMAILS?
- To subscribe and unsubscribe from our newsletter, please log-in to My Accounts and click on Manage Preferences. Please select the type of emails you would like to receive from us.
4. HOW DO I EDIT / UPDATE MY PERSONAL INFORMATION?
- To edit or update your personal information sign into your account and click ‘My Account’. You can also manage your preferences on your account. Please note ‘Birthdays’ cannot be edited or updated.
5. HOW DO I DELETE MY ACCOUNT?
- If you choose to delete your account, please contact email@example.com
6. HOW DO I USE MY POINTS TO PURCHASE PRODUCTS?
- You can use your points at checkout to make a purchase. Apply the amount you would like to use on the ‘Points’ section provided on the cart page. Please note you may use up to 50% of the order through Wishtrend points. For more details please click here.
7. HOW DO I REDEEM POINTS?
- Once you make a purchase, every $1 you spend will be calculated to 5 points. The points are automatically added to your account after 60 days of purchase.
1. WHY IS THE PROMO CODE NOT WORKING?
- The Promo Code will only be applied if the coupon is valid and if it meets the coupon criteria. Also, please make sure only one Promo Code is applied per order. If it still does not work, we advise you to empty your cart and try again. For further assistance please contact firstname.lastname@example.org.
2. I FORGOT TO ADD MY PROMO CODE ON MY ORDER. WHAT DO I DO?
- We recommend you contact us immediately after placing your order and will do our best to accommodate your request. As long as your coupon is applicable, we will help apply to your order. If you have forgotten to input your promo code, we advise you to cancel your order asap and repurchase the products applying the promo code. However please note, depending on your order status your request may not be fulfilled.
3. WHAT ARE YOUR CURRENT OFFERS AND PROMOTIONS?
- For current updates on offers and promotions, make sure you subscribe to our newsletter! We will send you all the promotion details.
4. THE PRODUCT IS SOLD OUT. HOW DO I KNOW WHEN IT WILL BE RESTOCKED?
- To get notifications on restock, please add the item on your Wishlist and we will update you via email once it is restocked. Please make sure to input your correct email address on ‘My Account’.
PRODUCTS & RECOMMENDATIONS
1. PRODUCT FAQS
- Why did my vitamin skincare change colors?
- Because it contains pure Vitamin C, it is natural for the product to oxidize when left in warm places. To avoid this, we recommend storing the product in cool areas.
- My Klairs Midnight Blue Youth Activating Drop changed colors, is that normal?
- The color may change due to the ingredient - Guaiazulene. This is a natural phenomenon that appears on pure ingredient, it is safe to use.
- Why is the By Wishtrend Green Tea Enzyme Powder Wash 1/4 empty?
- As a powder product when exposed to moisture the particles may expand therefore the bottle was designed to have extra space. Please note that the normal amount of this product is 70g and does not fill up the whole container (fills up approx. 40% of the bottle).
2. SKIN TYPE FAQS
- What is a recommended skincare for dry skin?
- For dry skin, hydration and moisturizing your skin is very important. We first recommend you to prep your skin with Klairs Fundamental Ampule Mist then use the Fundamental Watery Oil Drop. For extra moisture care, please finish up with Klairs Freshly Juiced Vitamin E Mask.
- What is a recommended skincare routine/ products for oily skin?
- For oily skin, we recommend you the WTL Day & Night Oily Acne Prone Skin Care Box. This skincare routine was specially made for those who have oily, acne-prone skin to prevent breakouts and soothe skin. Click on the product title to learn more.
- What is a recommended skincare routine/ products for combination skin?
- For combination skin, depending on your skin concerns our recommendations may change. Overall, it is important to apply moisture in dry areas and oily areas. It is always important to hydrate the skin to help the skin look healthy.
- I have sensitive skin, what do you recommend?
- For sensitive skin, we recommend you to use a small amount of any products that may irritate the skin such as vitamin C, AHA, BHA. These natural exfoliants can cause irritation if you have extremely sensitive skin.
3. SKIN CONCERNS FAQS
- Do you have a skincare routine for teens?
- We recommend WTL Korean Skincare Beginner Kit for Teen Skin for teenagers. This routine is for skincare beginners and teens who have concerns with acne and dryness. It consists mild but effective products for teens who need oil-moisture balance.
- What products do you recommend for acne-prone skin?
- For acne-prone skin, we recommend Angry Skin Calming Package. This skincare routine consists of products to help with constant acne problems, redness caused by irritation and sensitive skin from external factors.
- What products do you recommend for anti-aging?
- For anti-aging, we recommend WTL Youthful Aging Skin Care Box. This skincare routine is for those who have concerns with skin aging or who seek to improve wrinkles and elasticity. Also recommended for those who need recovery for damaged skin and anyone who wants healthy-looking skin.
- What kind of skincare routine do you recommend for beginners?
- For skincare beginners, we recommend products that are mild such as Klairs Rich Moist Package. It consists steps from cleansing to moisturizing for a basic skincare routine.