Frequently Asked Questions
Where can I purchase L.O.C.K. Color products?
Please visit our home page at the following link: L.O.C.K. Color
What forms of payment do you accept?
We accept payment with credit/debit cards (VISA, MASTERCARD, JCB, AMEX, Etc…) as well as Paypal.
Can you ship internationally?
Please visit L.O.C.K. Color to purchase and ship to Korean residences. If you do not see a retail partner that ships to your country, please contact us at CS@dkcos.com to place a special order and note that our international shipping policy is on a country by country basis, in which shipping costs are subject to duties, taxes, freight, and other international delivery fees.
Where is my order confirmation?
Your order confirmation is sent automatically to the e-mail address provided on your order. If you have not received your order confirmation within 24 hours of placing your order, please check your SPAM folder first. If you still cannot find your order the confirmation, kindly contact us at CS@DKCos.com
What do I do when I receive an order process error notification?
Our e-commerce team recommends you check your Paypal account first – most order process errors occur because Paypal cannot sync properly with your bank account or there are not enough funds in your Paypal balance. If there appears to be no problem with your Paypal account, please get in touch with us at CS@DKCos.com and we will be happy to help you!
How do I get a promotion code?
Discounts are applied during limited-time promotions. For your chance at a promotion or to be updated on upcoming promotions and announcements, follow us on social media and sign up for our newsletter.
I have a return or shipping question
For all shipping enquiries, please visit our Shipping/Returns Policy page: SHIPPING/RETURNS
How often should I use masks?
2-3 times per week is generally recommended but there is no requirement or limitation, as mask usage depends on the user’s skin condition and type. You can mask daily!
Where can I find a free sample?
We offer free monthly samples and special gifts to our social media followers. Join the mask revolution on Instagram at @lock.color and sign up for our newsletter today!
Why is there a difference in color and scent in my masks?
Due to the nature of natural ingredients, color and scent may differ from batch to batch.
Can I use your products if I have sensitive skin or allergies?
While our products are gentle and naturally derived, we highly recommend testing your skin sensitivity by applying a small amount of the product to the lower inner forearm and waiting per the instructed time. If you receive an adverse reaction, we recommend discontinuing use immediately. We also advise users to check the ingredients list available on all Soo’AE product packaging to avoid any allergic reaction.
I had an allergic/adverse reaction to a product – what do I do?
Although we use natural ingredients with no harmful chemicals, we advise discontinuing use of the product immediately if experiencing an adverse reaction. Remove the product quickly and thoroughly – completely cleansing the affected area and applying Aloe Vera or a cold compress if needed. Should the reaction persist or if you feel necessary, contact your medical professional or dermatologist who may better advise regarding your specific symptoms and needs. Please contact us at firstname.lastname@example.org to inform us of the product used and the reaction that occurred.