Unopened masks can be returned within 30 days. If an order arrives wrong or damaged, we'll replace or refund it.
We'd rather you be happy than hold you to fine print. Email our team, tell us what happened, and we'll make it right. Replacement, refund, or a bit of advice on getting the most from the mask.
Window30 days
ConditionUnopened
Damaged orderReplace / refund
Handled byOur team
Process · Four steps
How a return works.
01Contact usEmail hi@korena.com.au with your order number and what's wrong.
02We reviewour team replies, usually within a day, with the next step.
03Send backIf a return is needed, we'll share the address. Unopened items only.
04ResolutionWe replace or refund once it's confirmed. No drawn-out process.
Hygiene · The honest bit
Opened masks can't be returned.
Hydrogel masks are single-use and sealed for hygiene, so once a pack is opened we can't accept it back unless it arrived faulty. That's standard for skincare, and the honest reason, not a loophole. Anything that arrives damaged or incorrect is always covered.
Not covered
Opened packsUnless faulty
Change of mindUnopened only
Past 30 daysCase by case
Shipping & Returns · FAQ
Common questions.
Yes, standard tracked shipping is free everywhere in Australia, with no minimum spend.
Usually within two business days. You'll get a tracking link by email when it leaves us.
On request for now, email us and we'll arrange a quote and timing before you order.
Unopened masks can be returned within 30 days. Email our team with your order number and we'll guide you through it.
For hygiene reasons, no, unless it arrived faulty. Anything damaged or incorrect is always covered.
Need a hand?
Start a return or ask about an order.
One email reaches a founder. We'll take it from there.
