Contact information
Who we are
Elstena is an online shop selling Korean skincare: cleansers, serums, moisturizers and patches, in a short routine rather than a long one. We are an independent stockist of Hoygi, we are based in the United States, and we ship within the United States only.
How to reach us
Email support@elstena.com.
That address reaches a real person, and it is the fastest way to get anything sorted. We aim to reply within one business day.
What to include
If your message is about an order, include your order number. It is in your confirmation email and it starts with a hash.
If something arrived damaged or leaking, attach a short video of the problem. A few seconds on your phone is plenty, and it lets us sort out a refund or replacement without a back and forth.
What we can help with
- Where your order is, and changing the delivery address before it ships
- Refunds under our 30-day trial, which never require you to post anything back
- Anything that arrived damaged, leaking, or with a seal already broken
- The full ingredient list for a product, if you want to check it before you buy
- Which product suits which step, if you are not sure where something fits in a routine
What we cannot help with
We cannot tell you whether a product is right for your skin, your condition, or your pregnancy. Everything we sell is a cosmetic rather than a medicine, and questions of that kind belong with a doctor, a dermatologist or a pharmacist. We would rather say so than guess.
Our other policies
Our refund policy, shipping policy, terms of service and privacy policy answer most questions in more detail. Our questions and answers page covers the practical ones.