find quick answers to everything you need to know about BACIEL.
Your Questions, Answered
From shipping and payments to product safety and partnerships,
Shipping
Orders & Payments
Wholesale & Partnerships
Brand & Availability
Product & Safety
1. How long does shipping take?
All orders are shipped directly from South Korea.
Once your order is processed (within 1–2 business days), estimated delivery times are:
Standard Shipping: 10–20 business days
Expedited Shipping: 5–7 business days
You will receive a shipping confirmation email with tracking details once your order is on its way.
2. Do you offer free shipping?
Yes! We provide free standard shipping on all orders over $60—no code required.
The discount is automatically applied at checkout.
3. When will my order be shipped?
Orders are processed within 1–2 business days, regardless of the shipping method.
As soon as your package ships, you’ll receive an email with your tracking details.
4. How do I check my tracking code?
Tracking codes are usually available within 2–3 business days after placing your order.
You can find them in your order history once logged in. If the tracking code does not appear within this time, please contact our Customer Service Team.
5. My tracking shows “Delivered,” but I can’t find my package.
We sincerely apologize for this inconvenience. Please check with your neighbors or building management first. If you are still unable to locate the package, reach out to our Customer Service Team, and we will guide you through the next steps.
6. What should I do if I receive a damaged or incorrect item?
Please inspect your order as soon as it arrives. If you notice any damage or receive the wrong product, contact info@baciel.com with a photo of the item. We’ll promptly review the case and assist you with a resolution.
7. How can I return a product?
You can request a return through our Return & Refund page.
Please note:
Returns requested more than 60 days after delivery may not be accepted.
8. Can I change my delivery information (address, phone number, etc.)?
Changes can only be made before a tracking code is issued.
Once the tracking code is available, the package has already been shipped, and no modifications can be made.
9. Why hasn’t my order shipped yet?
There may be several reasons for a delay, such as high order volume, stock confirmation, or payment verification.
If your order hasn’t been updated to shipping after a reasonable time, please contact our Customer Service Team.
10. I entered the wrong address and didn’t receive my order. Can I get a reshipment or refund?
Unfortunately, we cannot reship or refund orders that could not be delivered due to incorrect shipping information provided by the customer. Please double-check your details when placing an order to avoid this issue.
1. What payment methods are available?
We accept a wide range of payment options, including Visa, MasterCard, American Express, JCB, UnionPay and PayPal.
Please note that only one payment method can be used per order.
2. How do I check the status of my order?
There are two ways to track your order status:
Log in to your BACIEL account → Go to My Account > Orders to view your order details.
Check your order confirmation email → Click View your order to see the latest update.
If you have trouble locating your order, please contact info@baciel.com
3. Can I change products in my order?
Adding or changing items: Unfortunately, we cannot add new products or replace existing ones after an order has been placed.
Removing items: If you wish to remove products, this is only possible before the tracking code is issued. Please contact info@baciel.com for assistance.
4. How do I cancel my order?
Orders can be canceled only before they are shipped. Once a tracking code is updated, the order can no longer be canceled or refunded.
To cancel:
Log in to your account, go to My Orders, and select Cancel.Or click Cancel in your order confirmation email.
Refunds may take 1–7 business days to appear, depending on your bank or payment provider.
5. Do you offer promotion or discount codes for first-time customers?
Yes! When you sign up for our newsletter, you’ll receive a 10% welcome discount code.
Enter the code at checkout during your first purchase.
If you don’t receive it right away, please allow 2–3 business days for the email to arrive.
6. What currency are prices displayed in?
All prices shown on our official website are in US Dollars (USD).
Other marketplaces may display prices in local currency according to their own policies.
7. My payment failed at checkout. What should I do?
There are a few possible reasons for a failed payment:
The card used was not issued under your name. Please try a card registered to you.
A card issued in a different country than your current residence may not be approved. Please use a card from your local country.
It could be a temporary technical issue. Please try again later.
If the problem persists, contact info@baciel.com and share the error code (if available) for faster assistance.
1. Do you have a wholesale program?
Yes! For wholesale or distribution inquiries, please contact our Sales Team at info@baciel.com.
Please note that we may receive a high volume of partnership requests, so our response time might take longer than usual. We truly appreciate your patience.
2. I’m a UGC creator. Can I join BACIEL’s PR list?
At the moment, our PR list is at full capacity. While we’re unable to add new creators right now, we deeply appreciate your interest in collaborating with BACIEL.
We will keep your information on file and reach out once a spot becomes available.
1. What makes BACIEL different from other skincare brands?
BACIEL is dedicated to creating gentle, effective, and trustworthy skincare.
We focus on:
Transparent formulations: All ingredients are clearly disclosed.
Certified efficacy: Each product is KFDA-approved for brightening and anti-wrinkle benefits.
Safe for sensitive skin: All products have passed irritation tests with a 0.00 non-irritation rating.
Our goal is simple: to provide skincare that is honest, effective, and suitable for everyday use.
2. How can I purchase BACIEL products in my country?
If your country is included in our shipping list, you can order directly from our official global website.
If not, please check our authorized retailers list, where many partners provide worldwide shipping.
For regions currently not covered, we are working to expand our availability and appreciate your patience.
Thank you for your interest in BACIEL—we’re committed to making our products more accessible globally.
3. How can I buy authentic BACIEL products on Amazon?
You can find BACIEL’s official storefront on Amazon.
Please note that product availability may vary by marketplace. If a product is not listed on Amazon, we recommend purchasing directly from our official website (baciel.com) or checking our list of authorized retailers.
1. What skin types are BACIEL products suitable for?
All BACIEL products are dermatologically tested with a 0.00 non-irritation rating, making them safe for even sensitive skin.
They are designed to provide effective care for dryness, dullness, loss of elasticity, and fine lines.
Since each skin type is unique, we recommend performing a patch test before first use.
2. What is a patch test?
A patch test helps you check for sensitivity to a new product.
Apply a small amount on an area like the inside of your arm, wait a few hours, and monitor for any reaction.
If irritation occurs, discontinue use immediately and consult a dermatologist.
3. I experienced an allergic reaction. What should I do?
We are truly sorry for your experience. Please stop using the product immediately and contact info@baciel.com through the contact form.
If necessary, consult your healthcare professional for further advice.
4. How long do BACIEL products last?
Unopened: 3 years from the manufacturing date (see packaging).
After opening: For best results, use within 6–12 months.
5. How should I store the products after opening?
Store at room temperature, away from direct sunlight and extreme temperatures.
If the formula contains natural oils, you may notice slight sedimentation, which is a normal phenomenon and safe for use.
6. The product froze during shipping. Is it still safe?
Yes. Freezing during transit does not affect product stability.
Once returned to room temperature, it will restore to its original condition.
⚠️ Please open carefully, as contents may expand or spill due to temperature changes.
7. Can teenagers use BACIEL products?
Yes. Our products are generally safe for teenage skin.
However, as skin can be more sensitive during puberty, caution is advised with active ingredients like retinol.
We recommend starting with hydrating and soothing products and consulting a dermatologist if needed.
8. Can toddlers or infants use BACIEL products?
No. We do not recommend our products for children under 36 months.
For infants and toddlers, please use products specifically formulated for kids.
9. Can pregnant or breastfeeding women use BACIEL products?
Most BACIEL products can be used safely during pregnancy or breastfeeding.
However, products that contain retinol or retinal should be avoided.
Always consult your doctor if you are unsure.
10. Is BACIEL cruelty-free?
Yes. BACIEL products are cruelty-free and we do not test on animals.
