Frequently Asked Questions
Common questions about ordering from DLUX Essentials, how we source our Korean skincare, and how the products work. If you can't find what you're looking for, email contact@dlux-essentials.com and we'll answer directly.
About DLUX
Who are DLUX Essentials?
DLUX Essentials is a small Australian business based in Sydney. We stock Korean skincare from Korea's leading brands and explain what's in each product so you can make an informed call before buying. Everything we sell is held in our warehouse and dispatched locally.
Why only Korean skincare?
Korean skincare has a long tradition of formulating around skin barrier health, layered routines, and well-researched actives. The industry moves fast on ingredient innovation and keeps formulation quality high at accessible prices. We focus on Korean skincare across multiple brands rather than carrying everything, so every product earns its shelf space.
How do you choose what to stock?
We look at texture, ingredient logic, how the product fits in a real skincare routine, and whether it's worth recommending to someone who'll use the last drop. If we wouldn't point a friend to it, we don't stock it.
Sourcing and product integrity
Where does your stock come from?
We're a parallel importer, which means we buy genuine Korean-made product from overseas distributors who supply outside Korea. Formulation, packaging, and batch codes match the Korean domestic market. Every unit ships from us genuine, sealed in original packaging, and within expiry.
How do I know the product is real?
Every parcel is picked from sealed stock in our warehouse. Batch codes are intact on every unit, and we check pack integrity when stock arrives from our suppliers. If you ever receive a product where the outer seal, batch code, or packaging doesn't look right, email us at contact@dlux-essentials.com within 30 days and we'll replace it or refund you.
Why is your price different from the Korean site or another Australian store?
Our price reflects landed cost into Australia plus local fulfilment, GST, and customer support. It's not designed to undercut the market aggressively or to mark up against it, just to be fair for the service we provide.
Shipping
How long will my order take to arrive?
We pack and dispatch from our Sydney warehouse within 1 to 2 business days of order confirmation (Monday to Friday, excluding NSW public holidays). Orders placed on weekends or public holidays are processed on the next business day. Standard Australia Post delivery is 2 to 8 business days from dispatch; Express is 1 to 3 business days. Remote and rural deliveries can take longer. Every parcel is fully tracked.
How much does shipping cost?
Two options at checkout. Standard Shipping is $3.95 and ships free on orders over $50. Express Shipping is $11.95 and ships free on orders over $110. Both services are fully tracked and dispatched with Australia Post.
Do you ship outside Australia?
No. We currently only dispatch to Australian addresses (metro, regional, remote, PO Boxes, and Parcel Lockers). We also can't arrange shipping to freight forwarders or third-party redirection services. International customers are better served going direct to a retailer in their region.
When will I get my tracking number?
You'll receive a tracking email as soon as your parcel leaves our Sydney warehouse. If your tracking hasn't updated for more than 7 business days, or your parcel hasn't arrived within the delivery window above, email contact@dlux-essentials.com with your order number and we'll open a case with the carrier.
Returns and consumer rights
What's your returns policy?
Two paths, depending on the reason.
For change of mind, you have 30 days from delivery to return unused, unopened items in original packaging with all seals intact. Return postage is the customer's responsibility. Refunds go to the original payment method within 5 to 7 business days of us receiving the item. Opened skincare can't be returned for change of mind due to hygiene.
For faulty, damaged, incorrect, mislabelled, or expired-on-arrival products, email contact@dlux-essentials.com within 30 days of delivery with your order number, a description of the fault, and one or two photos. We assess within 2 business days. If approved, we cover return shipping and you can choose between a replacement, a refund, or store credit.
Full terms are on our Refund Policy page linked in the footer.
What does the Australian Consumer Law cover?
All products sold by DLUX Essentials come with consumer guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Your ACL rights apply regardless of whether the product has been opened.
My product reacted with my skin. Can I return it?
Stop using the product and email contact@dlux-essentials.com. For severe reactions, please see a doctor first. Reactions can come from individual sensitivity (skin type, specific ingredient intolerance) or from a genuine product fault (contamination, formulation defect, ingredient mismatch). We assess case by case. For product faults we treat it as a faulty-goods return and cover return shipping. For individual sensitivities to products sold as described, we can't accept the product back for hygiene reasons, but we may offer store credit to help you find a suitable alternative. Patch testing new skincare before first use is always a good idea.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, and American Express through our Shopify-powered checkout. Apple Pay, Google Pay, and Shop Pay are available for one-tap checkout. We also accept Afterpay and Zip for buy-now-pay-later, so you can split your order into four interest-free instalments at checkout.
Using your products
How should I store my skincare?
Store products out of direct sunlight and away from heat. A bathroom shelf or bedroom drawer is fine for daily-use products. Products containing vitamin C, retinal, or niacinamide can keep their potency longer if stored somewhere cool and dark.
How long do products last once opened?
Each product lists a "period after opening" symbol on the packaging, usually shown as a jar icon with a number (for example, 12M means 12 months after opening). Unopened products are good until the expiry date printed on the base. We don't ship stock with less than six months of expiry remaining.
Should I patch test before using a new product?
Yes, especially if you have sensitive skin or a history of reactions. Apply a small amount behind the ear or inside the forearm and wait 24 hours. If there's no reaction, you can introduce it to your face. Start with once a day and build up gradually, particularly for actives like retinal, vitamin C, and exfoliating acids.
What should I get if I'm trying Korean beauty products for the first time?
Start with two steps: a sunscreen and a hydrating serum. Beauty of Joseon Relief Sun is a popular first sunscreen because it feels like a light moisturiser rather than a traditional SPF, and Glow Deep Serum adds gentle brightening without strong actives. If your skin runs dry or sensitive, add a barrier cream like Purito Mighty Bamboo Panthenol Cream. Build from there once you know what your skin enjoys.
How do I choose products for my skin type?
Our Shop by Skin Concern page groups products by the outcome you're looking for (hydration, brightening, anti-aging, pores, sensitivity, elasticity). The Routine Guide walks through how products stack in order. If you're not sure where to start, email us and we'll suggest a starting point based on what you tell us.
Support
How do I get in touch?
Email contact@dlux-essentials.com. We reply 9am to 9pm AEST, seven days a week.
Do you offer skincare advice?
We can help you pick products and explain ingredients based on what you tell us about your skin. We're not dermatologists and we don't diagnose or treat skin conditions. For anything persistent or severe, please see a qualified practitioner.