FAQs
Find answers to common questions about our premium Korean skincare products, wellness supplements, shipping, returns, and more. Can't find what you're looking for? Contact us and we'll be happy to help!
Products & Authenticity
Are your Korean skincare products authentic? Yes, absolutely! We source all our Korean skincare products directly from authorized distributors and official brand partners. Every product from brands like Anua, SKIN1004, and Purito is 100% authentic and comes with original packaging and seals.
How do I know which products are right for my skin type? Each product page includes detailed information about skin types and concerns. Generally:
• Sensitive Skin: Look for centella, heartleaf, and calming ingredients • Dry Skin: Choose hydrating products with hyaluronic acid, ceramides, and rich creams • Oily/Acne-Prone: Opt for lightweight gels, niacinamide, and oil-free formulas • Combination Skin: Balance with gentle cleansers and lightweight moisturizers
Need personalized recommendations? Contact us for expert advice!
Are your products vegan and cruelty-free? Many of our Korean skincare brands are cruelty-free, and several offer vegan options. Product pages clearly indicate if items are vegan or cruelty-free. Look for these labels in the product description.
Do your products contain parabens, sulfates, or artificial fragrances? Most of our Korean skincare products are formulated without harsh chemicals. Each product page lists full ingredients. Many brands we carry focus on clean, gentle formulations suitable for sensitive skin.
What's the shelf life of your products? All products are fresh with at least 12+ months until expiration. Check the product packaging for the PAO (Period After Opening) symbol and manufacturing date. Store products in a cool, dry place away from direct sunlight.
Can I use multiple serums together? Yes! Layering serums is common in Korean skincare routines. Apply from thinnest to thickest consistency. Wait 30-60 seconds between layers for better absorption. Start with hydrating serums, then targeted treatments.
Ordering & Payment
What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and other secure payment methods available at checkout through Shopify's secure payment system.
Is my payment information secure? Absolutely! All transactions are processed through Shopify's secure, encrypted payment gateway. We never store your credit card information on our servers.
Can I modify or cancel my order after placing it? You can cancel your order within 24 hours of purchase if it hasn't shipped yet. Contact us immediately at sonae.healthandwellness@gmail.com with your order number. Once shipped, our standard return policy applies.
Do you offer gift cards? Yes! Gift cards are available in various denominations and make perfect gifts for skincare and wellness enthusiasts. They never expire and can be used on any products.
Shipping & Delivery
Do you offer free shipping? Yes! We offer free standard shipping on orders $95 CAD and over across Canada. Orders under $95 have a flat shipping rate calculated at checkout.
How long does shipping take?
Canada: • Standard Shipping: 5-10 business days • Expedited Shipping: 2-5 business days
International: Varies by destination, typically 10-20 business days
Do you ship internationally? Yes, we ship to select international destinations. Shipping rates and delivery times are calculated at checkout. International orders may be subject to customs duties and taxes.
How can I track my order? Once your order ships, you'll receive a shipping confirmation email with a tracking number. Use this number to track your package on the carrier's website.
What if my package is lost or damaged? If your package is damaged, contact us within 48 hours with photos. For lost packages, check tracking first, then contact us and we'll work with the carrier to resolve the issue.
Returns & Exchanges
What is your return policy? We accept returns within 30 days of delivery for unopened, unused products in original packaging. Due to health and safety regulations, opened skincare and supplement products cannot be returned unless defective.
How do I return or exchange a product? Contact us at sonae.healthandwellness@gmail.com with your order number and reason for return. We'll provide return authorization and instructions. See our full Return Policy for details.
Who pays for return shipping? Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective product, etc.).
How long does it take to receive my refund? Once we receive and inspect your return, refunds are processed within 5-10 business days to your original payment method. Allow an additional 5-10 days for your bank to process the refund.
Product Usage & Skincare Routine
What order should I apply my Korean skincare products? Follow this basic Korean skincare routine order:
- Oil Cleanser (PM only)
- Water-Based Cleanser
- Toner
- Essence
- Serum/Ampoule
- Eye Cream
- Moisturizer
- Sunscreen (AM only)
How long does it take to see results? Results vary by product and skin concern:
• Hydration: Immediate to 1 week • Brightening: 4-8 weeks • Anti-aging: 8-12 weeks • Acne treatment: 4-6 weeks
Consistency is key! Use products as directed for best results.
Can I use vitamin C and niacinamide together? Yes! Despite old myths, vitamin C and niacinamide work well together in modern formulations. Many Korean skincare products combine these ingredients safely.
Should I refrigerate my skincare products? Most products don't require refrigeration, but storing certain items (vitamin C serums, eye creams, sheet masks) in the fridge can extend shelf life and provide a cooling, soothing effect.
Wellness & Supplements
Are your supplements safe to take daily? Our wellness supplements are formulated for daily use when taken as directed. Always read product labels and consult with a healthcare professional before starting any new supplement, especially if you have medical conditions or take medications.
Are your supplements vegan? Many of our supplements are vegan-friendly. Check individual product pages for specific dietary information including vegan, gluten-free, and allergen details.
Can I take multiple supplements together? Generally yes, but we recommend consulting with a healthcare professional to ensure there are no interactions with your specific health needs or medications.
Account & Privacy
Do I need an account to place an order? No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, view order history, and receive exclusive offers.
How do you protect my personal information? We take privacy seriously. Your information is encrypted and secure. We never sell or share your personal data with third parties. See our Privacy Policy for full details.
How do I unsubscribe from emails? Click the "Unsubscribe" link at the bottom of any marketing email, or contact us to update your email preferences.
Promotions & Discounts
Do you offer discounts or promotions? Yes! We regularly offer promotions, seasonal sales, and exclusive discounts. Subscribe to our newsletter and follow us on social media to stay updated on special offers.
Can I use multiple discount codes? Typically, only one discount code can be applied per order. Some promotions may be combined with free shipping offers.
Do you have a loyalty or rewards program? We're working on launching a rewards program! Subscribe to our newsletter to be the first to know when it launches.
Still Have Questions?
Can't find the answer you're looking for? We're here to help!
Contact Us: Email: sonae.healthandwellness@gmail.com Response Time: 24-48 hours during business days
You can also check our About Us, Shipping Policy, and Return Policy pages for more information.
Thank you for choosing Sonaé for your premium Korean skincare and wellness needs!