My package is lost, damaged, or missing items. What should I do?

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If your package arrives damaged or missing items, please make sure to keep all packing materials for investigation by both Delivered Korea and the shipping carrier. Please file a claim directly to the local carrier used for last-mile delivery. Once you get confirmation from the carrier that your claim has been accepted, please wait designated period. If you have any issues, you may contact us, and we will do our best to help.

If you need our assistance, please send Delivered below information:

  1. A copy of your registered claim
  2. Name, Email address, Suite number
  3. PKG ID
  4. Reason for claim
  5. Clear picture of damaged items – For Damage case
  6. Unboxing video taken from opening the sealed box – For Missing/Partial missing case
  7. Picture of outer/inner packaging and shipping label
  8. If your items are damaged, please keep the original package box with you until the claim is closed.

 

Upon receiving the above information, we can request an investigation by both our carrier and warehouse and proceed with the compensation procedure if required.

Please make sure to contact the local carrier within their allowed period for filing a claim:

  1. FedEx: up to 21 days from the shipment date
  2. UPS: up to 14 days from the shipment date
  3. EMS: up to 4 months from the date of dispatch

 

NOTE!

  • We cover damaged or lost packages by following the carrier’s policy only to decide on the compensation amount. Please visit HERE to check insurance coverage by each carrier.
  • Please be aware that the compensation amount will be decided based on the TOTAL item value indicated on the commercial invoice which has been automatically generated based on the item information you put on the Incoming Order Form with your package.
  • We will compensate you if the damage or missing issue was caused by our mistake. However, please make sure to submit enough proof such as order and shipping confirmation received from the seller, a photo of items(it it was sent from an individual seller), and an unboxing video/photo, which was taken right after you received the package, so we can investigate on the issue.

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