FAQ
Frequently Asked Questions
Where is Cotton Candy based?
Cotton Candy is a small independent online boutique based in South Korea. All orders are carefully packed and shipped directly from South Korea.
Are your products authentic?
Yes. We source branded products from trusted retailers in South Korea. Brand and licensing details are provided on individual product pages.
We do not sell counterfeit products. Product packaging, labels, and tags may vary depending on the brand and product.
How long does it take to prepare my order?
Orders are usually processed within 1–5 business days after payment is confirmed.
Processing may take slightly longer during weekends, Korean public holidays, high-volume periods, or special promotions.
Some items are purchased from our suppliers in South Korea after your order is placed, then inspected and packed before dispatch. Processing time and international transit time are calculated separately. If an item is unavailable or dispatch is delayed beyond the stated processing period, we will contact you with an update and cancellation and refund options. If an item cannot be supplied, we will refund the unfulfilled item.
How long does international shipping take?
Available methods, charges, and destination-specific transit estimates are shown at checkout. Where offered, general estimates after shipment are:
- Economy Shipping: 10–20 business days
- Standard Shipping: 7–15 business days; 15–30 business days for Chile and Mexico
- Express Shipping: 5–8 business days
These are estimated delivery times, not guaranteed arrival dates. Delivery may take longer because of customs clearance, weather, local postal delays, or other circumstances outside our control.
Will I receive a tracking number?
Yes. A tracking number will be provided after your order has been shipped.
Tracking updates may occasionally be delayed while the package is in transit, undergoing customs clearance, or being transferred to a local carrier.
Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel your order.
For change-of-mind requests, changes or cancellations may not be possible once packing or shipment has begun. This does not limit cancellation or refund rights relating to unavailable items, delayed dispatch, defective goods, or applicable consumer law.
What should I do if I entered the wrong address?
Please contact us immediately if you notice an error in your shipping address.
We may be able to update the address if the order has not yet been shipped. Once an order has been shipped, we cannot guarantee that the address can be changed or the package can be redirected.
Additional shipping charges may apply if a package is returned because of an incorrect or incomplete address provided by the customer.
What happens if my package is delayed?
International shipping and tracking updates may occasionally be delayed because of customs clearance, local postal services, weather, or other circumstances outside our control.
If tracking has not been updated for an extended period or your order has not arrived within the expected delivery window, please contact us. We will review the tracking information and assist you in contacting the shipping carrier when appropriate.
A shipping delay alone does not automatically mean that a package is lost or qualify the order for an immediate refund.
What should I do if my order arrives damaged or incorrect?
Please contact us as soon as possible after receiving your order and include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging and shipping label, if applicable
We will review the issue and provide an appropriate resolution. If the item is confirmed to be damaged, defective, or incorrect, we will cover the reasonable return shipping cost or offer another suitable solution.
What is your return policy?
You may request a return within 14 days after receiving your order.
Returned products must be unused, unworn, and in their original condition with all original tags and packaging. All returns require prior approval.
For change-of-mind returns, the customer is responsible for international return shipping costs. Returns are sent to South Korea. Please review our Return & Refund Policy for complete details.
How can I contact you?
You can contact us through our Contact Us page or email us at:
We usually respond within 1–2 business days. As we are based in South Korea, responses may take slightly longer because of time-zone differences, weekends, and Korean public holidays.