Orders & Account
Q: How do I place an order on the KMA website?
Q: How do I place an order on the KMA website?
A: Browse the products you wish to purchase, select your preferred shade or variant (if applicable), then click "Add to Cart." Review your cart, enter your shipping information, and complete your payment by following the checkout process.
Q: Do I need to create an account before placing an order?
Q: Do I need to create an account before placing an order?
A: No. You can place an order as a guest without creating an account. However, new members receive THB 50 off their first purchase with a minimum spend of THB 500 upon registration.
Q: What should I do if I have completed my payment but haven't received an order confirmation email?
Q: What should I do if I have completed my payment but haven't received an order confirmation email?
The main reasons for makeup not lasting are improper skin prep like overly oily skin or skipping primer and choosing the wrong formula, such as using a dewy foundation in hot, humid weather. To fix this, use an oil-control base or primer, select a foundation that matches your skin type, and finish by setting your look with translucent powder or a setting spray.
Payment Methods
Q: What payment methods do you accept?
Q: What payment methods do you accept?
A: You can choose from the following payment methods at Checkout:
- Credit Card
- Debit Card
- Mobile Banking
- PromptPay
- ShopeePay
- TrueMoney
- LINE Pay
Q: Which banks are supported for Mobile Banking?
Q: Which banks are supported for Mobile Banking?
A: Mobile Banking payments are available through the following supported banks:
- KBank (K PLUS)
- Bangkok Bank
- Krungsri
- SCB (SCB EASY)
- Krungthai Bank (Krungthai NEXT)
Please note that the available Mobile Banking options may vary depending on the payment methods displayed at Checkout.
Shipping Fees & Delivery
Q: How much do I need to spend to qualify for free shipping?
Q: How much do I need to spend to qualify for free shipping?
A: Enjoy free shipping on orders of THB 350 or more.
Q: How long will it take to receive my order after it has been shipped?
Q: How long will it take to receive my order after it has been shipped?
A: Once your order has been shipped, it will typically arrive within 1–3 business days via Thailand Post. Actual delivery times may vary depending on your location and the courier's operations.
Q: Do you ship orders every day?
Q: Do you ship orders every day?
A: We ship orders Monday through Friday, excluding Saturdays, Sundays, and public holidays.
Orders that have been paid for and confirmed before 11:00 AM (GMT+7) will be shipped on the same business day. Orders placed after 11:00 AM will be processed and shipped on the next business day.
Q: If I place an order on weekends or public holidays, when will it be shipped?
Q: If I place an order on weekends or public holidays, when will it be shipped?
A: Orders placed on Saturdays, Sundays, or public holidays will be processed and shipped on the next business day.
Q: Can I change my shipping address after placing an order?
Q: Can I change my shipping address after placing an order?
A: Please contact our Customer Support team via LINE Official Account: @kmacosmetics as soon as possible. If your order has not yet entered the packing or shipping process, we will check whether your shipping address can still be updated.
Order Tracking
Q: How can I track my order?
Q: How can I track my order?
A: You can track your order by visiting the "About Us" menu and selecting "Track Your Order." Enter the phone number you used when placing your order to view your order details and delivery status.
Q: When will my tracking number be updated?
Q: When will my tracking number be updated?
A: Once your order has been shipped, your tracking number will be updated on the same business day, no later than 5:00 PM (GMT+7).
Q: What should I do if I haven't received my tracking number?
Q: What should I do if I haven't received my tracking number?
A: If your order has been marked as shipped but you still have not received your tracking number after 5:00 PM (GMT+7), please contact our Customer Support team via LINE Official Account: @kmacosmetics and provide your order number so we can assist you further.
Q: What should I do if I can't find my order when tracking it?
Q: What should I do if I can't find my order when tracking it?
A: Please make sure you are using the same phone number that was provided when placing your order. If your information is correct but you still cannot find your order, please contact our Customer Support team via LINE Official Account: @kmacosmetics for further assistance.
Order Changes & Cancellations
Q: Can I modify the items in my order?
Q: Can I modify the items in my order?
A: If your order has not yet entered the packing or shipping process, please contact our Customer Support team as soon as possible. We will check whether your requested changes can still be accommodated.
Q: Can I cancel my order?
Q: Can I cancel my order?
A: Order cancellations depend on the current status of your order. If your order has already entered the packing or shipping process, it may no longer be possible to cancel it.
Please contact us via LINE Official Account: @kmacosmetics as soon as possible so our Customer Support team can review your request.
Returns, Exchanges & Claims
Q: What should I do if I receive a damaged or defective product?
Q: What should I do if I receive a damaged or defective product?
A: Please contact our Customer Support team via LINE Official Account: @kmacosmetics and provide your order number, along with the following supporting documents:
- Photos of the damaged or defective product
- A video clearly showing the product issue
- Photos of the shipping box and packaging
- Your name, shipping address, and phone number for the replacement shipment
Once we have received all the required information, our team will review your claim and proceed with the claims process.
Q: How long does it take to process a damaged or defective product claim?
Q: How long does it take to process a damaged or defective product claim?
A: Claims for damaged or defective products are typically reviewed and processed within 5–7 business days, provided that all required information and supporting evidence have been received.
Q: Can I exchange my product?
Q: Can I exchange my product?
A: We do not offer product exchanges. Please review your selected items, shade, quantity, and order details carefully before completing your purchase.
However, if you receive the wrong item, an incomplete order, or a damaged or defective product, we will review your case in accordance with our claims policy and assist you accordingly.
Q: What should I do if I receive the wrong item?
Q: What should I do if I receive the wrong item?
A: Please contact us via LINE Official Account: @kmacosmetics and provide your order number along with photos of the item you received. Our Customer Support team will guide you through the return process.
KMA will cover the return shipping cost for incorrectly delivered items. Once we receive and inspect the returned item, we will promptly ship the correct product to you.
Refunds
Q: Can I request a refund?
Q: Can I request a refund?
A: Refund requests are reviewed on a case-by-case basis in accordance with our refund policy and applicable terms and conditions.
Please contact our Customer Support team via LINE Official Account: @kmacosmetics and provide the following information:
- Your order number
- The reason for your refund request
- Supporting evidence, such as photos or videos (if applicable)
Our team will review your request and notify you of the outcome as soon as possible.
Q: What information do I need to provide to request a refund?
Q: What information do I need to provide to request a refund?
A: Please prepare the following information when submitting your refund request:
- Your order number
- The purchaser's name and phone number
- The reason for requesting a refund
- Photos or videos (if the request is related to a product issue)
- Your bank account details or preferred refund method, as instructed by our Customer Support team
Once we receive your information, our team will review your request and proceed with the refund approval process.
Q: How long does the refund process take?
Q: How long does the refund process take?
A: The refund review and processing time is approximately 7–14 business days, depending on the nature of your request and the payment method used.
Q: When will I receive my refund after it has been approved?
Q: When will I receive my refund after it has been approved?
A: Once your refund has been processed, the time it takes for the funds to appear in your account depends on your receiving bank.
- SCB (Siam Commercial Bank): Refunds may be credited by the next business day.
- Other banks: Refunds may take approximately 3 business days to appear in your account.
Please note that the actual processing time may vary depending on your bank's procedures.
Products & Authenticity
Q: Are the products sold on the KMA website authentic?
Q: Are the products sold on the KMA website authentic?
A: Yes. All products sold on the official KMA Cosmetics website are 100% authentic and are officially distributed by O.C.C. Public Company Limited, the authorized distributor of the KMA brand.
To ensure you are purchasing genuine products, please shop only at our official website:kmacosme.com
Q: Will the product colors shown on the website match the actual products?
Q: Will the product colors shown on the website match the actual products?
A: Product colors may vary slightly due to differences in screen settings, lighting conditions during photography, and individual skin tones. We recommend referring to the product images and shade descriptions as a guide when selecting your preferred shade.
Customer Support
Q: How can I contact Customer Support if I need assistance or experience issues with the website?
Q: How can I contact Customer Support if I need assistance or experience issues with the website?
A: If you need assistance or experience any issues while using our website, please contact our Customer Support team via LINE Official Account: @kmacosmetics during our business hours:
Monday–Friday, 8:00 AM – 5:00 PM (GMT+7)
Our team will be happy to assist you as soon as possible.
