faqs

Simply sign up a Stylevana account by clicking ‘Register’ button on the right hand corner of our web page! Once you successfully register, you become a Shatokb member.

Browse the site, then simply select the size, color and quantity needed on the product page and then click ‘ADD TO CART’ button. Once you have all your desired items added into your Shopping cart, simply click the ‘CHECKOUT’ button. You will then be asked to sign in or register. Next, enter any coupon codes that you may want to use. Then, you will be directed to fill in your Billing and Shipping address. Finally, select the shipping method and payment method you prefer, then click ‘CONFIRM ORDER’. Through our payments partner’s page or form, you will securely input the payment information of your choice. Once the order is successfully placed, you will be given an order number, as well as receiving an order confirmation email through your registered email address containing the contents of your order for your reference

To redeem a Coupon Code, please input the text code into the box named ‘Coupon Code’ in the checkout page, then click 'Apply Coupon'. Please note that promotion code may not be used in conjunction with other offers.

Please check whether: i) the coupon code as expired; ii) coupon code is for one time use only; iii) each order can only use one coupon code; iv) coupon code may not be valid for “Sales & Clearance” items; v) store credit and coupon code cannot be used in conjunction in an order. If you are still having issues after checking these points, please contact us at cst@shatokb.com.

As of currently, we apologize but we do not offer shipping to PO Box, parcel locker, hotel/motel (unless you are an employee) or freight forwarding addresses.

In order to ensure our processing time is fast we are unable to amend any orders as any amendments will cause delay in the delivery of your order. This applies to both customer information and ordered items.

Unfortunately, we are unable to amend any orders information including the delivery address once the order has been paid and processed. If you noticed that the wrong information is provided on the order, we can only return it to our warehouse as a return order.

You may cancel your order when the order is still in processing status. Only cancellation requests made by the means of submitting a ticket will be acknowledged.

You can check the item availability status of each product under the selling price on the product page. You may refer to the six different availability statuses and the required order processing time stated below. 1. In Stock: Usually shipped within 24 hours 2. Limited Stock: Usually shipped within 24 hours but low quantities are left 3. Usually shipped within 7 working days 4. Usually shipped within 7 – 14 working days 5. Usually shipped within 30 working days 6. Out of stock If your order items that have different availability status, your order will be processed and shipped out altogether so you may refer the order processing time of the product with longest availability as referenced. Please note that the processing time does not represent the delivery time of the order.

We will send you order status notifications through email to inform you of the progress of your order. The next email after order confirmation that you will receive will be the ‘Packing & Delivering Soon’ email, and finally a ‘Dispatch email’. In the circumstance you have not received such emails, please check your spam folder of your email first. If you confirm no further emails are received in your email, you may check the product availability status of your ordered items to review the necessary processing time of your ordered items. Please note that some unique items may have product availability status up to 30 working days to process your order. In the case you find the order processing time is longer than the product availability status stated on our website, you may contact our Customer Service Support via the ticket system.

We currently accept PayPal, Google Pay, Apple Pay and credit card payment, including Visa and MasterCard, to ensure you having a smooth, secure and safe checkout process. If you choose to use Paypal to checkout, please register a Paypal account.

PayPal will process your payment immediately. However there may be some delay when the payment is still processing by PayPal. In these circumstances Payment Pending status will be seen. However rest assured as long as your PayPal checkout was complete, your order’s payment will successfully be processed and the order status will be changed accordingly.

As soon as we confirm payment is successfully received, your order will be processed, and you will receive a confirmation email via your registered email address on your order. If you do not receive a confirmation email within 48 hours, please check your spam folder in your email in case the confirmation email has landed in your spam folder. If you are a registered member with Shatokb, you can also log in to ‘Your Account’ to check your order status. If any further assistance is needed on these email issues, please contact our Customer Service Support via the ticket system.

We process and ship all orders from our US warehouse Monday through Friday, (excluding holidays). Once your order is shipped, you will receive an email with your tracking information.

Once your order is shipped, you will receive a “Dispatched” email with the assigned courier name, tracking number and tracking link. You can also log into ‘My account’ and find your order status and your tracking number if available. You can track the parcel status with the tracking number via the tracking link we provide.

We provide customers the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database and uploaded the information to their website. The tracking details would be available after a while, sometimes taking up to 40 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.

Please note that we only accept returns within 14 days after order delivery. Before returning your order, please read our Returns & Exchanges again to make sure that your return request meets our return requirement. You may submit a ticket here and our Vana Return Team will normally acknowledge your request and advise the return procedure within 3-5 working days.

For all returns, the customer will need to arrange the return of the item via Regular or Registered Air Mail back to our designated return address. In the case of defective or incorrect item, a reimbursement will be made to you for the shipping cost. For more information and terms and conditions of returns, please visit our Returns & Exchanges. Please note, we do not reimburse cost of Courier or Express Mail services.

We do not offer refunds or returns in the cases that involve allergic reaction due to products that you have purchased from us. The ingredients of the product are listed on the product page to help customers identify any sensitive or problematic ingredients. As different skin types and skin conditions may react differently to our beauty or skin care products, Shatokb team strongly advise customers to carefully check product information or ingredients listed before purchasing. Customers can also seek more detailed product information on the official websites of the brand.

Yes. All our products are authentic and genuine. Our sourcing network is only with reputable suppliers or distributors. Most Korean beauty items are sourced from Korea directly with daily shipments to our US warehouse for order fulfilment and processing.