Frequently Asked Questions


At HIKOCO, we offer FREE standard shipping on NATIONAL orders over $50 NZD (after any promotions and discounts applied)

We also offer FREE international shipping to Australia for orders over $75 AUD (after any promotions and discounts applied)

Orders under $50 NZD will be charged with a $6.00 NZD fee with additional charges ($3.00 NZD) for rural deliveries.

All orders will be dispatched within 3 working days MAX.

The HIKOCO fulfillment team aims for same day delivery for orders placed before 12PM weekdays.

- A confirmation email will be sent as soon as you place an order.

- Your tracking number will be sent via email once your order is dispatched 

NOTE: The HIKOCO warehouse is closed Saturday & Sunday, and on public holidays.

Your order will be sent out from our warehouse in Morningside, Auckland, New Zealand

Our team & the couriers aim to deliver all NATIONAL orders within 1-3 working days.

For INTERNATIONAL orders (to Australia,) we aim to deliver your order within 3-14 working days.

HIKOCO is in partnership with New Zealand Post (any shipping inquiries 0800 501 501 or visit

Your tracking number will be sent via email once your order is dispatched.

- Please use the tracking link on the email, or visit to search for your tracking details.

- You can also access your tracking number at 

NOTE: It may take up to 24 hours for your tracking information to update on the New Zealand Post Track & Trace website.

Our shipping fees are fixed nationally, except in the case of rural orders. The fees are as follows:

- Under $50 Purchase: $9.00
- Over $50 Purchase: $3.00

At the moment, HIKOCO ships to New Zealand and AUSTRALIA only.

HIKOCO offers FREE international shipping to Australia for orders over $75.00 AUD (after any promotions and discounts applied)

Orders under $75.00 AUD will be charged with a $18.00 AUD fee.
*Unfortunately, rural deliveries for Australian orders are not available.

Yes! At checkout, select a ‘Pick Up In Store’ option, with a shop of your choice (Newmarket/Queen St).

Your order will usually be ready within 24 hours. Once your order is ready, we’ll send you a ‘Ready for Collection’ email letting you know to head to the selected store. Please wait for this email, for our team members to confirm that your goods are ready to avoid any disappointment.

Please have your 6-digit order number ready with you, so that our sales assistants can assist you to pick your products up.

Orders, Payments & Promotions

HIKOCO accepts the following payment methods:

  • Credit card (Visa/MasterCard/UnionPay)
  • Shop Pay/Apple Pay/Google Pay
  • POLi Internet Banking
  • Laybuy/Afterpay

We want to make your shopping with HIKOCO as easy as possible!

Laybuy & Afterpay offer interest free payment plans for your purchases. You buy what you want today, receive your order just as normal and pay it off in equal instalments.

Laybuy and Afterpay is available as a payment option if you:

  • Are at least 18 years old
  • Are a resident of New Zealand or Australia
  • have a valid and verifiable email address and mobile telephone number
  • have a valid debit or credit card
  • have a valid licence or passport

Once you purchase the E-Gift Card, you will receive a QR /voucher code via email which you can apply at checkout.

Purchased in store, our sales assistant will print a QR/voucher code for you and place it inside a card for you to gift it to your friend.

Purchased online, you will receive an email with a QR/voucher code gift card. You can forward this to your friend so that they can use it in store or online.

Yes! All purchases made online and offline will be provided with at least one free sample.

There may be a very unlikely case that our samples get out of stock, and we apologise if any of our Beauties miss out on the samples during these times.

All discount codes that you can redeem will be sent via email. To apply the discount, enter the code at checkout before you process your payment.

One promotional code can be applied per order. Unfortunately, the promotional codes cannot be combined with any other promotions or offers.

Unfortunately, unless the product is expired or damaged sale items cannot be refunded.

In the case when the product is expired/damaged, the product may be EXCHANGED to a new one.

- A refund for a sale product will be processed only if the product is out of stock.

As with any beauty product that is applied to the skin, reactions can occur. But don’t worry! We are here to help :)

If you are aware that certain ingredients cause allergic reactions, ask for assistance at our store sales assistants, or email us at before making an order. You can also check the product descriptions and ingredients list on our website.

We apologise in advance if our products do give you an allergic reaction. Unfortunately, HIKOCO is not held liable for reactions that you develop and is unable to offer replacement products or refunds. To avoid this from happening, our knowledgeable staff members will always be happy to help and we try our best to consult customers as they tell us what fits their skin type. If making a purchase in store, it is strongly recommended that you test the product on a small area of your skin first if you are unsure.

*If any skin irritation/reaction occurs, please discontinue use and seek medical advice.

Please let the team know ASAP using the contact details below, and after our team member verifies the problem with the product we will arrange a refund or exchange as you wish.

Contact details
Email - (please attach a photo of your product)
Phone - 09 880 8804
In Store 
- 352 Broadway Newmarket, Auckland 1023
- Shop 8, 205 Queen Street Auckland CBD, Auckland 1010

In the event that your item is out of stock, our system will automatically proceed with a refund. Depending on your method of payment, it may take up to 5 business working days to appear back into your account. 

If you would like an email on when a product will come back into stock, pop your email in the ‘notify me when back in stock’ tab on the product page, and we’ll let you know when it’s back.

YES, all our products are 200% authentic! 

Whenever you are shopping with HIKOCO, you can be assured that you are always getting authentic and genuine products that are imported directly from SOUTH KOREA. All products are either sourced from the official brands directly, or from legitimate and trusted distributors.

Cancellations, Missing Items, Returns & Damages

Please email with the subject line ‘CANCEL ORDER #(number)’ so that we can assist you ASAP. In the case that your order has already been dispatched, you would have to wait for your item to arrive & return the product via post or to our store (Newmarket / Queen St).

We recommend that you carefully review your items before completing orders, but making changes is absolutely fine as well. Contact us at with the subject line ‘ORDER CHANGE #(number)’ BEFORE the shipment has been made, to be assisted for order changes.

We wish you would love your experience with HIKOCO and your new K-beauty products. On the off chance that you don’t, contact us at if you require assistance for returns.

Please refer to the Returns page for more details. 

* Please note that return shipping charges are responsibility of the purchaser. Shipping and handling charges are not refunded.

If you change your mind about the products you have purchased from us online or in-store, please return it to us within 14 days of purchase for an exchange or store credit (Koco Points) equal to the value paid for the item(s). It is important that any packaging which the items came with/in are in original condition. No change of mind refunds are permitted. 

Please send us an email at with a subject line ‘DAMAGED ITEM #(number)’. We would need an image of the damaged item(s) for us to assist you ASAP.

This unlikely case could happen if your order gets split into two or more fulfillments. Please kindly check your email inbox/spam for any additional tracking information, but if your item is indeed missing please reach out to us at for assistance.

Account & Koco Points

The "Koco Points" are loyalty points that HIKOCO members earn as they make each purchase, that can be used as discount vouchers once they hit a certain amount of points.

In order to be eligible to earn points, you have to join HIKOCO’s membership. You can do this at our offline shops with the help of our sales assistants, or can do it yourself on our online website. Please refer to the Koco Points page for more details. 

There are a number of ways you can earn Koco Points: 

- Place an order and get 3 Koco points for every $1 spent 
- Follow us on Instagram and earn 100 Koco points 
- Like us on Facebook and earn 100 Koco points 
- Get 100 Koco points by simply signing up for HIKOCO’s membership!

Yes, they will expire if not used within 1 year of grant.

To check your points, you need to log into your account on the HIKOCO website. Click on the ‘KOCO POINTS’ pop-up tab on the bottom-right side of your screen to access your Koco Point count.

To use your accumulated Koco Points, simply click on the “Koco Points” tab as before, and click “Redeem” to redeem your available voucher codes.

You can reset your password online by selecting the ‘Forgotten your password?’ tab. The reset password link will be emailed to you once you enter your HIKOCO account email. 

If you still aren’t able to access your account, please email us at for help.

Unfortunately not. Koco points earned by a registered HIKOCO member may only be used with their corresponding account and cannot be transferred to nor combined with Koco Points earned on a separate account.