Frequently asked questions

Everything you need to know about your ONA subscription: orders, shipping, renewals, billing, and account management.

1. 01

   Why ONA?

   Discovering K-beauty can quickly become confusing: too many brands, too many steps, too many products to compare.

   ONA was created to simplify that discovery with a soft, guided, carefully selected monthly envelope.

2. 02

   What ONA is not

   ONA is not a large-format beauty box or a full multi-step routine.

   It is a monthly envelope of K-beauty and self-care discoveries, designed to help you try new products without pressure.

3. 03

   Is shipping included?

   Yes, shipping is included in every displayed plan.

4. 04

   Can I cancel my subscription?

   Yes, you can cancel your subscription from your account.

5. 05

   Is the content the same every month?

   No, the selection changes according to the monthly theme and discoveries.

6. 06

   Are the products suitable for every skin type?

   The products are selected with care and gentleness, but every skin is different.

   We recommend checking the ingredient list and testing on a small area if your skin is sensitive.

7. 07

   What is the shipping calendar?

   Each edition follows a simple and predictable monthly rhythm.

   1st to 20th day of the month

   Orders open

   On the 15th

   Renewal

   21st to 25th

   Preparation

   25th to the end of the month

   Shipping

   Orders placed after the 20th will be reserved for the following month's edition.

8. 08

   When will I be charged?

   First order: if you place your order between the 1st and the 20th of the month, payment is taken immediately. Your envelope is then prepared between the 21st and the 25th, and shipped between the 25th and the end of the month.

   Monthly renewal: if you chose the monthly plan, your subscription renews and is billed automatically each month on the scheduled date, the 15th of the month.

   Orders after the 20th: if you order after the 20th, payment is taken immediately, but your first envelope will be the following edition.

9. 09

   How do I update my address or payment method?

   Sign in to your ONA account and update your shipping address or payment details from your account area.

   Make sure to make changes before your subscription renewal date so your next envelope is sent to the right address.

10. 10

    How do I gift a subscription?

    At checkout, simply enter the name and address of the person you want to receive the envelope as the recipient.

    You remain the payer, but the envelope is delivered directly to the person you choose.

11. 11

    Do you ship internationally?

    For now, our envelopes ship within Canada only.

    Shipping is included in the price of every plan for Canadian addresses.

    If you live outside Canada and would like to subscribe, let us know. It will help us gauge demand for a future international service.

12. 12

    What if a product is missing or damaged?

    We inspect every envelope before shipping, but the unexpected can happen.

    If a product is missing, damaged, or defective, write to us as soon as possible, ideally within seven (7) days of receiving your envelope.

    Please include a short description of the issue and clear photos of the product, its packaging, and the envelope you received.

    After review, we can offer a replacement, a credit, or a partial refund depending on the situation.

13. 13

    Can I skip a month or pause my subscription?

    For now, it is not possible to skip a month or pause a subscription directly from the customer account.

    The monthly plan is commitment-free: you can cancel anytime from your account, as long as the cancellation happens before the renewal date.

    If you cancel after the renewal date, the current month's envelope is already confirmed or in preparation. It cannot be cancelled or refunded. The cancellation will take effect on the next cycle.

    Prepaid plans, like the 3-month plan, are paid in advance and considered final sales. They cannot be paused, skipped, transferred, or refunded.

14. 14

    Are taxes included in the price?

    Yes. For now, the displayed price includes everything: products, shipping within Canada, and applicable fees.

    You will not have any additional fees to pay at checkout for a Canadian address.

15. 15

    When will I receive my first envelope?

    If you order between the 1st and the 20th of the month, your envelope will be prepared between the 21st and the 25th, then shipped between the 25th and the end of the month.

    Depending on your region, it typically arrives during the first week of the following month.

    Orders placed after the 20th will be reserved for the following edition.

16. 16

    Can I choose the contents or prefer certain types of products?

    ONA envelopes are carefully curated surprises.

    Each month, you receive a selection of around 5 different K-beauty discoveries. The contents change with the monthly theme and are not customizable for now.

17. 17

    What types of products are in the envelope? Are they suitable for my skin?

    Each envelope contains mostly masks, eye patches, and other carefully selected Korean skincare.

    The products suit most skin types, but every skin reacts differently.

    If your skin is sensitive, reactive, or prone to allergies, we recommend reading the ingredient list carefully and patch testing on a small area before use.