Shipping policy

Last updated: 17 August 2026

At Oyenia, we work with trusted suppliers and fulfilment partners to deliver authentic Korean beauty products directly to our customers.

Some products are fulfilled from within the United Kingdom, while selected Premium Korean Beauty products are dispatched directly from our fulfilment partner in South Korea.

This Shipping & Delivery Policy explains our delivery charges, processing times and what to expect after placing an order.

1. Where We Deliver

Oyenia currently delivers within the United Kingdom only.

We do not currently offer international delivery.

Available delivery services and applicable charges will be displayed at checkout before you complete your purchase.

2. Standard UK Delivery

Products fulfilled from within the United Kingdom are subject to our standard UK delivery service.

Standard UK delivery: £4.99

Orders are generally processed within 1–2 business days after payment has been successfully received.

We aim for UK-fulfilled orders to be delivered within approximately 2–4 business days from the date the order is placed.

These delivery times are estimates and may occasionally be affected by courier delays, bank holidays, periods of high demand or circumstances outside our reasonable control.

3. Premium Korean Beauty Delivery

Certain products within our Premium Korean Beauty range are dispatched directly from our fulfilment partner in South Korea.

Because these products are shipped internationally directly to the customer, a separate delivery charge and delivery timeframe applies.

Premium Korean Beauty delivery: £16.99

Order processing usually takes:

0–2 business days

Once your order has been processed and handed over to the international courier, delivery generally takes approximately:

3–5 business days

Therefore, please allow for both processing and transit time when ordering a Premium Korean Beauty product.

Occasionally, individual products or operational circumstances may require additional processing time.

Where we become aware of a significant delay affecting your order, we will take reasonable steps to keep you informed.

4. Orders Containing Products From Different Fulfilment Locations

Because Oyenia uses different fulfilment locations, products within the same order may occasionally be dispatched separately.

For example, an order containing:

  • A product fulfilled from the United Kingdom; and

  • A Premium Korean Beauty product fulfilled from South Korea

may arrive in separate parcels and at different times.

Receiving one part of your order does not necessarily mean that the remaining products are missing.

Where available, separate tracking information may be provided for individual parcels.

Any applicable delivery charges will be clearly shown before you complete your purchase.

5. Processing Times

Processing time refers to the time required to prepare your order before it is handed to the courier.

Orders are generally processed on business days only.

Business days do not normally include:

  • Saturdays

  • Sundays

  • UK public holidays

Orders placed during weekends or public holidays will generally begin processing on the next available business day.

Processing may occasionally take longer during:

  • Major promotional periods

  • Seasonal sales

  • Bank holidays

  • Periods of unusually high demand

  • Supplier or warehouse disruption

  • Other exceptional operational circumstances

6. Delivery Times Are Estimates

Any delivery timeframe displayed by Oyenia is an estimated delivery timeframe, unless we expressly state that a particular delivery date is guaranteed.

Courier delays can occasionally occur after an order has been dispatched.

However, nothing in this policy limits any statutory rights you may have concerning delivery of your order.

Where applicable law requires delivery within a particular period, Oyenia will comply with those requirements.

7. Tracking Information

Where tracking is available, you will normally receive tracking information after your order has been dispatched.

Tracking information may be sent by:

  • Oyenia;

  • Our fulfilment partner; or

  • The courier responsible for your delivery.

Please allow some time after receiving a dispatch notification for tracking information to become active within the courier's system.

For orders containing products dispatched separately, you may receive more than one tracking number.

8. Delivery Address

Customers are responsible for ensuring that the delivery address supplied at checkout is complete and accurate.

Please check your:

  • House or building number

  • Street name

  • Town or city

  • Postcode

  • Contact information

before completing your purchase.

If you discover an error after placing an order, contact us immediately at:

info@oyenia.com

We will try to assist where reasonably possible.

However, because orders may be automatically forwarded to our suppliers and fulfilment partners shortly after being placed, we cannot guarantee that an address can be changed once fulfilment has begun.

9. Order Changes After Processing

Orders may enter fulfilment shortly after they are submitted.

Once an order has:

  • Entered fulfilment;

  • Been packed;

  • Been handed to the courier; or

  • Been dispatched,

we may be unable to change the delivery address or other delivery details.

Please contact info@oyenia.com immediately if you believe you have made an error.

Nothing in this section limits any statutory cancellation rights that may apply to your purchase.

10. Responsibility for Delivery

Where Oyenia or one of our fulfilment partners arranges delivery using our chosen courier, responsibility for the goods remains with Oyenia in accordance with applicable UK consumer law until the goods are delivered to you or another person identified by you to receive them.

A courier tracking status alone does not automatically remove any statutory rights you may have if you have not actually received your order.

If tracking states that your parcel has been delivered but you cannot locate it, please contact us promptly at:

info@oyenia.com

We will investigate the matter with the relevant courier or fulfilment partner.

11. Safe Places, Neighbours and Delivery Instructions

Where a customer or recipient provides instructions allowing a courier to leave a parcel:

  • In a nominated safe place;

  • With a specified neighbour; or

  • At another delivery location,

the circumstances of any subsequent loss or damage will be assessed based on the delivery instructions provided and applicable consumer law.

Please select safe-place instructions carefully.

12. Damaged Parcels

Please inspect your parcel reasonably promptly after delivery.

If your parcel appears damaged, we recommend that you:

  • Photograph the external parcel before opening it;

  • Photograph any damage to the product;

  • Photograph relevant internal packaging; and

  • Retain the packaging until the matter has been resolved.

Where reasonably possible, please contact us within 3 business days of delivery so that we can raise the matter promptly with our supplier or courier.

Email:

info@oyenia.com

Please include:

  • Your order number

  • Details of the problem

  • Clear photographs where applicable

The 3-business-day reporting request helps us investigate courier and supplier claims promptly. It does not reduce any statutory consumer rights you may have.

13. Missing or Incorrect Items

If your order contains:

  • A missing product;

  • An incorrect product; or

  • An incorrect quantity,

please contact us as soon as reasonably possible.

Where possible, we ask that you contact us within 3 business days of delivery.

Please email:

info@oyenia.com

with your order number and details of the issue.

We will investigate with the relevant supplier or fulfilment partner.

Again, this requested reporting period does not restrict statutory rights.

14. Failed Delivery Attempts

Customers should take reasonable steps to receive or collect their parcels after receiving courier notifications.

If delivery cannot be completed because:

  • An incorrect or incomplete address was supplied;

  • The customer repeatedly failed to accept delivery;

  • The parcel was not collected from a collection point within the courier's stated timeframe; or

  • The parcel was refused,

the parcel may be returned to Oyenia or to the relevant fulfilment partner.

Where redelivery is requested after a failed delivery caused by circumstances attributable to the customer, an additional delivery charge may apply where legally permitted.

We will inform you of any applicable charge before arranging redelivery.

15. Incorrect Addresses

If a customer provides an incorrect or incomplete delivery address and the parcel cannot be delivered as a result, please contact us.

We will try to assist with recovering or redirecting the parcel where possible.

However, once an order has been dispatched, couriers may not permit address amendments.

Where a parcel is returned because an incorrect address was provided, reasonable redelivery costs may apply where permitted by law.

16. Orders Returned to Sender

A courier may return an order to sender because of:

  • Failed delivery attempts;

  • An incomplete address;

  • An incorrect address;

  • Failure to collect the parcel;

  • Delivery refusal; or

  • Another courier-related issue.

If your tracking information indicates that your parcel is being returned, contact:

info@oyenia.com

We will investigate and advise you of the available options.

Depending on the circumstances, these may include:

  • Redelivery; or

  • A refund in accordance with your statutory rights and our Returns & Refund Policy.

17. Delivery Delays

Occasionally, delivery can be affected by circumstances outside our reasonable control, including:

  • Severe weather

  • Courier network disruption

  • Industrial action

  • Transport disruption

  • Public holidays

  • Customs or border processing affecting international shipments

  • Exceptional seasonal demand

  • Major operational disruption

  • Government restrictions

  • Other unforeseen logistical events

Where possible, we will work with our suppliers, fulfilment partners and couriers to resolve delays and minimise disruption.

Nothing in this section removes any statutory right you may have where goods are not delivered within the legally required or agreed timeframe.

18. Premium Korean Beauty and International Transit

Although Oyenia currently sells to UK customers only, Premium Korean Beauty products may physically travel from South Korea to the United Kingdom before delivery.

This means these products may have a different:

  • Processing time;

  • Tracking process;

  • Courier route; and

  • Delivery timeframe

from products dispatched within the UK.

The applicable £16.99 Premium Korean Beauty delivery charge will be shown at checkout before the order is completed.

19. Customs and Import Processing

Premium Korean Beauty products shipped from South Korea may pass through international customs and import-processing procedures before delivery.

These procedures may occasionally affect delivery times.

Oyenia will handle the fulfilment arrangement applicable to the order.

Customers will not be charged unexpected additional shipping charges by Oyenia after checkout unless the customer has expressly agreed to them.

Any delivery charges payable to Oyenia will be clearly displayed before the order is placed.

20. Multiple Delivery Charges

Where an order contains products subject to different shipping profiles or fulfilment routes, the applicable shipping charge will be calculated and displayed during checkout.

Customers will be able to see the shipping amount payable before completing payment.

21. Delivery Problems

If your parcel:

  • Has not arrived;

  • Appears significantly delayed;

  • Is showing an unusual tracking status;

  • Is marked delivered but cannot be found;

  • Arrives damaged; or

  • Contains missing or incorrect products,

please contact us at:

info@oyenia.com

Please include your:

  • Full name

  • Order number

  • Delivery postcode

  • Description of the issue

We will investigate with the appropriate courier, supplier or fulfilment partner.

22. Returns

Shipping and delivery issues relating to returned products are governed by our separate Returns & Refund Policy.

For eligible change-of-mind returns, customers are responsible for arranging and paying the cost of returning the product, as explained in that policy.

Please do not return products to the original sender or supplier without first receiving return instructions from Oyenia.

23. Our Fulfilment Partners

Oyenia may use third-party suppliers, warehouses and fulfilment partners to store, process and dispatch products on our behalf.

We may also use different couriers depending on:

  • The product ordered;

  • The fulfilment location;

  • The delivery destination; and

  • Operational requirements.

The use of a third-party fulfilment partner does not change the fact that your purchase is from Oyenia.

For assistance with your order, please contact Oyenia, rather than contacting our suppliers directly.

24. Contact Us

For questions concerning shipping, tracking, delivery or a missing parcel, contact:

Oyenia

Email: info@oyenia.com

We will work with the appropriate fulfilment partner or courier to investigate your enquiry.

25. Your Statutory Rights

Nothing in this Shipping & Delivery Policy excludes, restricts or replaces any rights that you have under applicable UK consumer law.

Where any term in this policy conflicts with a mandatory statutory consumer right, the statutory right will apply.