FAQ
Find answers to our most frequently asked questions
Shipping
1. Where do you ship to?
We ship worldwide at the following rates:
- Australia: $8 AUD for standard delivery and $15 AUD for express
- Rest of world: $20 AUD (≈$13 USD)
2. How long does shipping take?
Please note: All orders placed at the moment are being processed as pre-orders. Pre-orders will ship on 21 October. Once shipped, you will receive tracking information via email.
Once stock is available, orders are typically processed within 1–2 business days. Once shipped, you will receive tracking information via email.
Standard delivery within Australia typically takes 2-8 business days, while express delivery may take 1-4 business days.
Delivery outside of Australia may take between 5-15 business days, depending on the country.
3. When will my pre-order be shipped?
Thank you so much for your patience and support!
Due to high demand, our immediate stock sold out on August 10th, and orders placed after this time are being processed as pre-orders.
All pre-orders will ship on 21 October. Once your order has been dispatched, you’ll receive a shipping confirmation with your tracking details.
If you have any questions about your order, please contact us using the form below and include your order number so our team can assist you.
4. How can I track my order?
We will send you a tracking number to your email once your package has been shipped.
5. Will I pay customs?
In most cases, you will not be charged any customs fees. However, customs charges are out of our control and are dependent on the local government. If your order is subject to customs charges, you will be responsible to pay them.
Products
1. What is a modelling mask?
A modelling mask is the professional-grade mask used in over 20,000 Korean skincare clinics. You mix the powder with water, apply it to your face, and it sets into a soft rubber layer that peels off in one piece. Unlike sheet masks, which sit on top and dry out, a modelling mask forms a seal over your skin so moisture doesn't evaporate. It's the same final step Korean aestheticians use to finish a facial.
2. Is it hard to use? I've never tried one before.
Not at all. Multiple first-time users say it's surprisingly simple.
One customer put it perfectly: "It's not as intimidating as I thought. You just mix and slap it on."
Your kit comes with a measuring cup, mixing bowl, and spatula -- everything you need. Mix, apply, wait 10-15 minutes, peel. Done.
Plus, a detailed how-to-guide will be included in your order & emails after purchase.
3. How long does it take?
About 10-15 minutes total. Mix the powder (1 minute), apply with the spatula (2 minutes), relax while it sets (10 minutes), peel off and reveal your glow (1 minute). Many customers use it as a wind-down ritual after a long day.
4. Is it messy?
No. The tool set (mixing bowl, spatula, measuring cup) keeps everything contained.
Customers specifically call out the mess-free experience. The bowl is flexible and easy to clean, and the spatula gives you a smooth, even application.
5. Will it work on sensitive skin?
Yes. It's a gentle, no-acid, no-retinol mask. The key ingredients (Matcha, Cica and Panthenol) are loved in Korean skincare for their soothing, comforting feel. Many customers with sensitive-feeling skin use it as their go-to calm-down step. If your skin is particularly reactive, do a small patch test on your jawline first.
6. Can I use it on breakout-prone skin?
Yes. Unlike drying or exfoliating products, it doesn't strip your skin. The cooling seal and soothing ingredients help skin look calmer and less red, and feel comfortable rather than tight. Many customers with breakout-prone skin use it 1-2 times a week as their gentle step. If you're under a dermatologist's care for acne, check with them before adding anything new to your routine.
7. Is it good for redness-prone skin?
Yes, this is one of the most common reasons customers choose Muun. As the mask sets, it gives a long-lasting cooling feel that helps flushed, warm-feeling skin feel comfortable. Cica and Panthenol are known for soothing and helping skin hold on to moisture, so skin looks calmer and more even afterwards. If other masks or harsh actives leave your skin feeling uncomfortable, this is the gentle opposite. If you have a diagnosed skin condition, please check with your doctor or dermatologist first, and patch test on your jawline.
8. How is this different from a sheet mask?
A sheet mask sits on your skin while its liquid slowly evaporates into the air. Some sheets can also contain preservatives. A modelling mask sets into a thick occlusive layer that seals over your skin, so the moisture and ingredients underneath stay put instead of drying off. You get a cool, hydrating, glow-boosting ritual in just 15 minutes, which is why Korean clinics finish facials with a modelling mask, not a sheet mask.
9. Can men use it?
Absolutely. Skincare has no gender.
We have male customers who love the mask -- one said: "As a guy, I don't always enjoy masks but I love this one. It really makes a difference."
10. Is it safe for pregnant or breastfeeding women?
The ingredients are gentle and soothing (Matcha, Cica, Panthenol, Diatomaceous Earth).
We have customers who are new mums and breastfeeding mothers who use it as their at-home self-care when they can't get out for treatments.
As always, if you have specific concerns, check with your healthcare provider.
11. Is it good to use before a special event? I need my makeup to look good.
Yes -- this is one of the most popular use cases.
Multiple customers use it the night before a big event, date night, wedding, or photoshoot. Y
our skin looks noticeably smoother the next morning, and makeup applies much easier.
One customer said: "I love using it before a big event -- it hydrates my skin and makes applying makeup so much easier!"
12. How often should I use it?
We recommend 1-2 times per week. That's all it takes to keep skin hydrated, looking calm and building that glass-skin glow. Many customers make it a weekly ritual, like after work on a Friday or as part of their Sunday self-care.
13. Which kit should I start with?
If you're trying a modelling mask for the first time, the Starter Kit(3 masks + tool set) is the best entry point. It gives you enough masks to see real results while getting familiar with the process.
If you already know you love modelling masks or want to commit to a weekly routine, the Value Kit(6 masks + tool set) or Clinic Glow Kit(10 masks + tool set) gives you more sessions at a better per-mask value.
Returns & Refunds
1. Can I return my order?
We currently do not accept returns for change of mind due to the nature of our skincare products and hygiene standards.
2. What if my item arrives damaged or incorrect?
If your item arrives damaged or you received the wrong order, please email us at customers@muunfromseoul.com within 7 days of delivery with the following details:
- Your order number
- A photo of the item
- A short description of the issue
We'll sort it out ASAP💫
3. Do you provide refunds?
Refunds are only provided in the case of damaged, defective or incorrect items. Once we've reviewed your request and approved it, your refund will be processed to your original payment method.
Bulk Orders
Do you offer wholesale / bulk orders?
Yes we do offer bulk orders from 50px+ orders. please contact cindy@muunfromseoul.com or DM @muunfromseoul to receive exclusive offers.
Have a question about your order, shipping, or product use? Please check our FAQ first. If you still need help, send us a message using the form below.
Still need help?
Send us a message using the form and our team will get back to you as soon as possible. If your enquiry is about an existing order, please include your order number so we can assist you faster.