FAQ
General and Product Questions
What is Suoui?
Suoui is a premium K-beauty brand known for its innovative skincare and beauty solutions. Our products are designed to deeply nourish and revitalize your skin, combining advanced skincare science with carefully selected natural ingredients to give your skin the care it deserves.
Where are Suoui products made?
Suoui products are made in South Korea, following the highest standards of quality and safety. We pride ourselves on ensuring that each product is formulated with care, using trusted ingredients.
What about the product ingredients?
From time to time brands update product descriptions on the packaging, as well as the formulas with updated ingredients. We practice our diligence in reflecting these changes in our shop as soon as we can. However, if you see a discrepancy between what you see on our site and the product you received, please refer to the product packaging for the most up-to-date ingredients.
Are Suoui products suitable for all skin types?
Yes! Suoui products are formulated to be suitable for all skin types, including sensitive skin. However, if you have specific concerns or allergies, we recommend checking the ingredients list or consulting with your dermatologist before use.
Where can I purchase Suoui products?
You can purchase Suoui products directly from our website. We also partner with select retailers and e-commerce platforms. Subscribe to our newsletter and follow our social media for updates on new purchase possibilities!
Are Suoui products cruelty-free?
Absolutely! Suoui is committed to being cruelty-free. We do not test our products on animals, and we ensure our ingredients are sourced responsibly.
How can I contact customer support?
If you have any questions or need assistance, you can contact our customer support team by emailing us at suoui.info@gmail.com or using the Contact Us form on our website. We’re here to help!
Account
I forgot my password.
When logging in you will find a Forgot Password-Button. Please click it and follow the instructions given by the website.
I want to receive newsletters and special promotions.
At the bottom of any page you can enter your email in the subscription box and hit the ‘Subscribe’ button and you’re all set!
Payment
What payment methods do you have?
Currently we only accept PayPal as a payment method for our website. Subscribe to our newsletter and follow our social media for updates on new purchasing methods.
Will I be charged import tax?
All of our prices on our website already include all taxes!
Order
Do I need to create an account to order?
Orders can be placed without an account but if you wish to receive more membership benefits, we recommend joining the Suoui website as a member for better deals and offers.
Can I track my order?
Yes, once your order has been shipped, you will receive a tracking number via email. You can use this to track your order directly through our website or the carrier’s site.
How can I modify or cancel my order?
Once an order has been placed, it cannot be modified. However, our representative will be more than happy to assist you with the cancellation of most orders requested. For order cancellations, please contact us at suoui.info@gmail.com,or use the Contact Us form on our website.
Shipping
Do you offer international shipping?
We offer free standard shipping on all orders over € 50 to Germany. Our online store offers an option for international shipping to other European countries. Please refer to our shipping policy for additional information.
My order shows as delivered, but I haven’t received my package.
In case the package shows as delivered, but you have not received anything, we advise checking with your neighbors first as they might have received your package in your name.
If your package is still lost, please contact us at suoui.info@gmail.com
Where will my order ship from?
All Suoui orders are shipped from Germany.
Troubleshooting
An item is missing or the order has the wrong product.
Please reach out to us at suoui.info@gmail.com,or use the Contact Us form on our website.
Additionally, please provide us with photos and information. This will help us resolve the issue more quickly!
My product arrived damaged. What should I do?
If you received a damaged product, please save the packaging and packaging material, and reach us at suoui.info@gmail.com immediately for assistance.
How do I make a return?
Please refer to our return policy for instructions.
Can I exchange a product?
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 suoui.info@gmail.com and send your item to the address provided.
Need additional help?
We're available and happy to assist via email at suoui.info@gmail.com