Frequently Asked Questions

Hair N Beauty HQ is operated by 5C Novo Pty Ltd (ABN 45 155 839 124). We are an online-only store offering authentic hair and beauty products to customers in Australia and New Zealand.

No. Hair N Beauty HQ is an online-only store. Our Blacktown NSW address is for administrative correspondence only and is not a retail store or warehouse.

Please email customers@koreanbeautysouk.com.

Monday to Friday: 9:00 AM – 6:00 PM (AEST/AEDT). Saturday, Sunday and NSW Public Holidays: Closed.

Customer enquiries are typically answered within 1 business day, with many enquiries answered sooner during business hours.

Prices are displayed in Australian Dollars (AUD). Prices may also be displayed in New Zealand Dollars (NZD) for convenience.

Yes. An order confirmation email is sent after successful payment.

Please contact us as soon as possible with your order number. We may be able to assist if your order has not already been packed or dispatched.

Orders generally cannot be cancelled after they have been placed and paid. We do not provide refunds for change of mind.

Please check your spam or junk folder first. If you still cannot find the confirmation, contact customer support.

Check that the code has been entered correctly and review any expiry date or minimum-spend requirements. If the issue continues, contact customer support and include a screenshot where possible.

Yes. Enter the recipient's delivery address during checkout.

We currently ship throughout Australia and New Zealand.

Orders are dispatched from Australia.

We aim to process orders within 2 business days. Australia Post Standard delivery is approximately 3–5 business days and may take up to 14 business days for Western Australia and Tasmania. Express Post is approximately 1–2 business days.

Australia Post Standard delivery to New Zealand is approximately 6–27 business days.

Yes. Express Post is AUD $15 within Australia (approximately 1–2 business days) and starts from AUD $28.95 to New Zealand.

Australia Post Standard shipping within Australia is AUD $11, or free for orders AUD $100 and over. New Zealand Standard shipping starts from AUD $24.95 and may be converted to NZD at checkout.

Yes. We deliver Australia-wide. Standard delivery to Western Australia and Tasmania may take up to 14 business days.

Yes. New Zealand customers are responsible for any applicable import duties or taxes.

Australia Post Extra Cover is available for standard delivery for a nominal fee and provides cover for packages lost, damaged or stolen during transit.

The order may be returned to us. Return costs start from $12.95 for Australia and $22 for New Zealand, and a 25% restocking fee may be deducted from the refund. If you choose redelivery, a redelivery fee applies, but the 25% restocking fee does not apply.

If your order has not arrived within the advised delivery period, contact us within 45 days from the order date so we can follow up with the courier.

Contact customer support with your order number and photographs or a short video showing the damage.

Contact customer support with your order number, details of the incorrect item and photographs where possible.

Contact customer support with your order number, details of the missing item and a photograph of the items received.

No. Please choose carefully. We do not provide refunds for change of mind or incorrect selection.

No. Change-of-mind returns are not accepted.

Returns must be requested within 14 days of delivery.

No. For hygiene and safety reasons, opened or used consumable products cannot be returned unless they are faulty.

Email customers@koreanbeautysouk.com with your order number and a photograph or short video showing the issue.

Once an approved return has been received and processed, refunds are generally issued within a few business days. The time for funds to appear in your account may vary depending on your bank or payment provider.

Most electrical products are covered by manufacturer warranties. Warranty terms, coverage periods and repair processes are determined by the manufacturer. We may assist with lodging a warranty claim. Postage is generally the customer's responsibility, and warranties do not cover misuse, intentional damage or user error.

For warranty claims, products may need to be returned for assessment. Return postage is generally the customer's responsibility. If a claim is accepted, Hair N Beauty HQ covers the cost of sending the repaired or replacement product back to you.

No. Nothing in our policies limits any rights you may have under Australian Consumer Law.

Yes. Hair N Beauty HQ sells genuine and authentic hair and beauty products.

We can provide basic product information and help you understand a product's intended use. For personalised professional or medical advice, consult an appropriately qualified professional.