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Skin Concierge & Live Chat

September 02, 2021 Dana Keovongsa

Live chat is available 7 days a week from 9AM - 6PM EST. Should you need assistance outside of these hours, we are happy to assist via email at

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Skin Care

February 05, 2021 Dana Keovongsa

Q - What is the 10-step Korean Skin Care Routine?

It’s the secret to getting the most amazing skin of your life. The 10-step Korean Skin Care Routine is the skin care regimen that includes thoroughly cleansing, exfoliating, treating, intensely hydrating, and applying SPF during the day. This regimen was inspired by women in Korea who are experts in taking care of their skin from an early age. To learn more, click here.

Q - Do I need to follow all 10-steps? Do I have to use Korean products?

No, following all 10-steps is optional and only you know what’s best for your skin. While Korean women are dedicated to their skincare and believe in the layering technique, you should choose what works for your unique skin type. The use of exclusively Korean products is also optional. It’s a good idea to start with the most essential products that will make a dramatic difference and gradually incorporate additional steps to your routine.

Q - I’m a total K-Beauty novice, what do I need to know to get started?

The first thing to know is that every person’s skin is unique, so skin care (Korean or not) is very personal and all about finding out what works best for you. This means skin care is very much a trial-and-error process and there really isn’t a foolproof way to get it right the first time. It’s also important to note that your skin is always changing so your skin care needs will also change over time.

You can check out what makes K-Beauty so special here on The Klog and how to find out which skin care steps to start with here.

Q - How do I know what my skin type is?

We know sometimes this can be a tricky thing to figure out, particularly when skin can change over time! Here are some loose guidelines to better understand the signs associated with your skin. You can also find out a couple tricks trusted dermatologists tell their clients to use to figure out their skin type on The Klog.

Check out our curated 10-Step Sets for each skin type here.

Q - What is the Double Cleanse?

The two-step cleansing method that is pure magic for your skin. The Double Cleanse starts with an oil cleanser followed by a water-based cleanser. You need two different formulas to properly and thoroughly cleanse your face every day, in the morning and at night.

Learn more about the Double Cleanse here on The Klog.

Q - My new products are breaking me out! Why is this happening?

Your skin could be going through a period of ‘purging’, which is a term used to describe the adjustment period your skin goes through when you’re using a new product. You can read more about it on The Klog here.

Skin care is all about trial and error and the only sure way to find out what is right for your skin is simply to try them out one by one. Whenever introducing new products into your current skincare routine, try only one or two new products at a time and gradually incorporate them into your skin care routine. This way, you know the exact effects of the product, and you help your skin adjust to the new product.

But if irritation continues, you might be allergic to one or more of the ingredients, in which case you should stop using the product!

Q - Why is Alcohol found in several products on Soko Glam?

Great question! Alcohol or Alcohol Denat is found in many cosmetic products and has a variety of purposes in cosmetics. It acts as an anti-foaming agent, astringent, antimicrobial agent, and a solvent. It also helps deliver the active ingredients of a product and make products absorb and dry faster on the skin. It is not a harmful ingredient to the skin and is particularly beneficial for those with oily and/or acne-prone skin type.

You can read more about it on The Klog here.

Q - How should I apply my treatment products?

A good rule of thumb is to apply treatment products (essence, serum, ampoules, booster, etc) in order of their viscosity, so that the most lightweight, fluid products go on first.

Learn more about treatment products and how to apply them here on The Klog.

Q - If I use whitening products, will my skin tone literally change shades?

No. We do not sell any products with bleaching or whitening ingredients. Products with names or descriptions that include the word “whitening” simply mean 'brightening,’ and they help even out your skin tone and brighten your overall complexion. Your skin will not literally turn 'white'. Check out this article on The Klog for more details!

Q - What products are unsafe for me to use while I am pregnant/nursing?

The general consensus is that topical skin care products that are not prescribed by a doctor are completely safe to use during pregnancy and while nursing. You can read more about this on The Klog.

Having said that, we always recommend speaking with your doctor and taking the precautionary measures you see fit throughout your pregnancy. We want you to feel assured that you’re using only the right products for your precious little one!

Q - My Vitamin C product has turned yellow. Is this normal?

Yes, it’s completely normal! In fact, turning yellow is Vitamin C's natural process of oxidization - all Vitamin C products will gradually oxide and turn yellow over time. This means the effectiveness of Vitamin C products diminishes over a period of time, but it is not harmful to continue using on your skin in any way. We recommend keeping Vitamin C products, along with other products containing actives, out of sunlight and direct heat so you can keep them fresh as long as possible.

Learn more about where to store your products here.

Q - Why don’t you have a 10-step Korean Skin Care set for Sensitive skin?

Unfortunately, it is very difficult to provide recommendations for sensitive skin types that guarantee no breakouts or irritation. Everyone's skin is different, and skin sensitivity can be triggered by many different factors, depending on the person.

Q - Can I use these products if I’m a male?

1000% yes. Whatever the outer packaging may look like, the ingredients and the formulas inside are not gender-specific. Nor are they age or ethnicity-specific for that matter. Korean skin care works for everyone not because it’s specifically meant for Korean or Asian skin but because it’s meant for skin in general, which we all have!

Q - What brand or product is all-natural or organic?

For a product to be truly 100% organic, it would also be entirely free of preservatives. Unfortunately, many companies mislabel their organic products—if a product was entirely organic, it would also go bad pretty quickly. As a result, you should be vigilant of any beauty products labeled as 100% organic. No industry standards or regulations are in place for organic skincare.

However, you’ll be happy to know that many Korean beauty brands do focus on using natural and gentle ingredients in their formulas.

Q - Why isn’t the K-Beauty brand I love not on Soko Glam?

If you’d like to see a particular brand or product on the site, we’d love to hear your suggestions! Feel free to email us your thoughts at Charlotte and her team test each and every product before deciding whether or not it will be curated for Soko Glam.

Also, please keep in mind that because Soko Glam offers a tight curation of Charlotte's favorite items, products you may have seen once before may no longer be available on the site.

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February 05, 2021 Abigail Rivera

Q - What is your return policy?

We’re sorry you didn’t love your new products! We want you to love your experience with Soko Glam and K-beauty as much as possible, which is why we’re here to help.

Our policy is that we are happy to accept returns on both new and gently used products within 60 days of receipt.

Q - How do I process a return?

Please process your return via this link.

If you come across any trouble with our return process or have any questions, please reach out to us at

We are unable to refund your original shipping charges, and we do not offer exchanges on any of our products. We cannot accept empty or more than half empty products. We will only accept unopened and gently used products. 

If you are unhappy with a 5-Step10-Step Set, or any of the items in the EASYDEW EX DW-EGF line, please reach out to to have a return sorted.

*Return shipping is at the expense of the customer in the event your products are to be returned to us.

The label is generated for the convenience of our customers. However, we are happy to accept packages regardless of what shipping method is used by the customer -- if a more cost effective shipping method is found.

We just ask in those cases, to prevent any delays, that name and order number be included inside of the parcel.

Please check the product page for Final sale items.


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February 05, 2021 Dana Keovongsa

Q - How do I become a Rewards Member?

You can join at any time by signing up with your email through the Rewards page. There is no minimum purchase amount required to become a Member.

Q - How do I become a VIP or VIP Premier?

To become a VIP, you need to spend $200+ in a year. To become a VIP Premier, you need to spend $500+ in a year. Your tier status will last 1 year from the date you earned it on a rolling basis.

Q - Do my rewards points expire?

The points you accrue are yours forever -- they don't expire! 


Q - How do I check my point balance?

Once logged in, you can check your point balance on both the Rewards page and your Account page. If you’re experiencing any issues with this, chat with our team using the chat bubble in the lower right-hand corner of the page!


Q - How do I earn points?

Points will be earned on each dollar you spend, excluding shipping fees and taxes (rounded down to the nearest dollar). Higher tiers are able to earn points at a higher rate. Our VIP members earn 1.4 points per $1 spent, and our VIP Premier members earn 1.7 points per $1 spent.

The following actions will also allow you to earn points:

- 10 points by following our Instagram accounts @sokoglam and @theklog.
- 200 points for referring a friend, family member, or anyone you want to share your skin care journey with
- 75 points per product when you leave a written review (50 points) and upload a photo (25 points) with it

Please note that points earned through these actions don't apply towards your tier status. Tier status can only be earned through purchases. 


    Q - How do I use my points to redeem rewards?

    You can use your points at checkout to redeem products or discounts! You can also select products directly from the Rewards page in the "Redeem" section. If you are redeeming for either $10 or $20 off your order, that option can only be selected at checkout.

    You must purchase at least one item in order to redeem points for a product or discount.

    Checkout Dropdown Instructions: Once logged in and ready to check out, on the right-hand side you'll see a drop-down menu underneath your cart total [above the "Gift card or discount code" field]. Select the Reward you would like to redeem, and click "Apply". The page will refresh, and the product will be added to your cart. Discounts are not eligible on shipping fees or taxes or in conjunction with other promotions. 


    Q - How do I know what tier I am?

    Once logged in, you can check your tier on your Account page.


    Q - I can't log into my account! What should I do?

    Click "Forgot Password?" to reset your password. From there, you'll need to verify your email address and follow the steps provided to get you back into your account. 

    If you're having any further issues, please email us at


    Q - Can I transfer or merge my points between two separate accounts?

    Unfortunately, you cannot transfer points between two accounts. You can accrue points on 2+ separate accounts (depending on which account/email you're logged in with while shopping), but we recommend only using one account to maximize your points.


    Q - I'm a VIP or VIP Premier member. How do I access exclusive discounts, rewards and offers?

    You will receive offers by subscribing to our email list. This is also where you will be notified of early access to events, product releases, and promotions for our VIP and VIP Premier members!


    Q - Do you offer a free birthday gift?

    Yes we do! Please update your profile with your birthday month and make sure you're subscribed to our emails. At the beginning of your birthday month, you’ll receive a note from us via email with a special link. 

    In order to redeem your gift, you must shop through the link you receive in your email. After you add at least one product to your cart, your free birthday gift will appear automatically. You must make a purchase of at least one item in order to redeem.

    Q - I have enough points! Why can't I redeem any rewards?

    Make sure you're signed into your account prior to checking out to redeem any rewards. 

    Once signed in, if the dropdown at checkout is missing or the items are not appearing in your cart, please clear your browser's cache and cookies and reattempt the checkout process.

    If you still have issues after this, please reach out to us at

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    February 05, 2021 Dana Keovongsa

    Q - What payment methods do you accept?

    We accept Visa, MasterCard, Discover, American Express, PayPal, AmazonPay, and Klarna.


    Q - What is Klarna?

    Klarna allows customers to pay over time for transactions with no interest. A soft credit check is required to utilize Klarna, which does not affect your credit score. Additional information is available at


    Q - How do I use Klarna?

    At checkout, choose Klarna as your payment method. You will be directed to the Klarna website to register or sign in with an existing account. 

    Klarna currently accepts all major debit and credit cards (i.e. Mastercard, Visa, AMEX, Discover), but please note that they do not accept prepaid cards Once you have confirmed payment, you will receive an email confirmation with your order details.


    Q - What can I use Klarna for?

    Klarna can be used to pay for all products excluding Soko Glam e-gift cards. Please note, all items in your shopping bag must be eligible for Klarna, and the cart value must be between $35 and $1000.


    Q - When will my items be delivered if I use Klarna?

    Klarna orders are delivered within our standard shipping time frames based on your shipping destination. Free standard shipping is available for U.S. orders over $35 and Canadian orders over $75.


    Q - How do I return an item purchased with Klarna?

    To initiate your return, visit our Returns Center and enter your email address to begin the process. Once your refund has been processed, it can take up to 14 days to reflect in your Klarna account. For more details, please visit Klarna’s FAQs here

    Q - Can I use Klarna if I'm an international customer?

    Klarna is available in the US, Sweden, Norway, Finland, Denmark, Germany, Austria, The Netherlands, and The UK. Customers with other international billing addresses will not be able to create a Klarna account.


    Q - Where can I find out more about Klarna?

    Visit Klarna for a comprehensive list of FAQs and check out Klarna’s Privacy Policy.

    If you have a question about your Klarna account, please contact the Klarna toll-free customer support line at 1 (844) 552-7621 or chat with them through their Support page.

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    About Charlotte

    Soko Glam co-founder and chief curator. Licensed esthetician sharing the love of all things K-beauty.

    About Sokoglam

    Bringing the best in Korean skin care, beauty, and culture Stateside since 2012. Discover, shop, and learn with us.