How can we help you?
Frequently Asked Questions
Who are Milk & Nectar?
Milk & Nectar is Australia’s next k-beauty destination, no passports needed! Our love for everything Korean beauty and skincare all started from a spontaneous trip to Seoul whilst in Osaka, and the rest is history. We bring you affordable Korean skincare products - along with the research (so you can skip the search) and translations!
I’ve never heard of ‘k-beauty’ before - where do I start?
If you’re new to Korean skincare, here’s a very quick introduction. Korean beauty products or ‘K-beauty’ is simply just cosmetic and skincare products created and sold in Rep. South Korea. Known for their extensive research and innovation, Korean skincare and cosmetics companies create cutting edge products for the everyday person who wants only the best ingredients and formulations in their skincare routine. You have come to the right place.
Where are you based?
We are based on the sunny Gold Coast, with our warehouses in Seoul. Currently, we do not have a showroom/physical storefront, but who knows what the future holds 😉
How can I contact you?
You’re free to send us a message any time of the day using our live chat button at the bottom right corner of the page. Please note - If you message us out of business hours, we will get back to you the next morning. For partnerships and business enquiries - email us at email@example.com and we’ll get back to you within 2 working days!
Shipping and Delivery
How much is shipping?
We have different shipping tiers depending on which area we ship to and how much the total order value is. We also often have free shipping promotions, so make sure you keep an eye out for those.
Here are our major shipping tiers:
Within Australia (Orders dispatched from Gold Coast, Australia)
|Express Free Shipping||$80.00 and up||Free|
|Standard Free Shipping||$50.00–$79.99||Free|
To New Zealand (Orders dispatched from Gold Coast, Australia)
|Express Free Shipping||$100.00 and up||Free|
|Standard Free Shipping||$80.00–$99.99||Free|
To the rest of the world
Currently we are only shipping between Australia & New Zealand, but don't worry - If you live in a country not mentioned in our shipping charts above, we are working on it. Thanks for your patience
Where is my package? / Something is missing from my package!
We make every effort to ensure the utmost care has been taken in regards to preparing your orders. If by any chance something is missing or your order has been in transit for more than 7 business days, please feel free to email our support at hi@milkandnectar and we’ll be more than happy to solve this. All orders come with a tracking number once it has been picked up by the courier, so you can always track your order.
Where do you deliver to?
We currently only deliver to customers in Australia & New Zealand, for now - but we are in the process of opening up our shipping to more countries very soon! Stay tuned.
When is my order arriving?
We use multiple couriers for added speed and convenience. Each courier has its own delivery timeframes, but as a rule of thumb - Standard deliveries should arrive between 3-7 business days of confirmation. Express orders should arrive between 2-5 business days of confirmation. Please refer to the links below for more accurate delivery timeframes.
Payments and Orders
I have a promo code but it’s not working..
All our promo codes displayed on our site will be active and current. If you are using a promo code that is not on our website, then it is possible it is either expired. Please contact us to confirm the validity of your promo code if in doubt.
What payment methods do you accept?
- Card payments: We accept all credit/debit card purchases (except American Express & Diners Club).
- Buy now, pay later: We accept purchases made with Afterpay (AU/ANZ only) and Klarna (AU only). More buy now, pay later payment methods coming soon!
Returns and Refunds
Do you accept refunds?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.
If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
PO Box 4320
Robina Town Centre QLD 4230
Can I return an item/s?
We make every effort to ensure the utmost care has been taken in regards to preparing your orders. Our policy lasts 14 days from the day your delivery is marked "delivered" by the courier. If 14 days have gone by since the courier marked your order as 'delivered', unfortunately we can’t offer you a refund or exchange on any faulty goods.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase and your order number from your original order confirmation.
Send in your return request to firstname.lastname@example.org - stating the reason for return along with photos. For example, Reason: Defect/Product came unsealed. All you have to do is attach a photo of the unsealed product alongside with other products (if possible) to show. A member of our Customer Service team will then get back to you with confirmation of refund approval/denial.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be accepted.
Any item that is returned more than 30 days after delivery will not be accepted.
Safety and Ingredients
Shelf Life/Expiry Dates
We make every effort to ensure every product is completely useable and within it's use-by dates. In the off-chance you have received a product/s that has exceeded it's use-by date, you can email us at email@example.com for a return/exchange/refund.
If you are aware of your allergy to certain ingredients, please check the product descriptions and ingredients listed for each product on our website. Alternatively, you could choose to email us at firstname.lastname@example.org before making your order for help. It is strongly recommended for you to test each product on a small area of your skin prior to use for allergy reactions. If any allergic reactions do occur, please discontinue use and seek medical attention if necessary. However, Milk & Nectar is not liable for any allergic reactions you may develop and cannot offer replacement products or returns for this reason.