FAQs

Home > Frequently Asked Questions

Account Info.

What is DK Money and DK point

DK points

DK point is considered as a mall credit. This can be earned by all sorts of point giving event held by Delivered Korea or even by joining our website. For example, you can earn DK point by:

Joining “Delivered Korea”: 2 DK points.
Review events: 2 to 5 DK points

DK money

DK money is considered as “Money” since this will be top-up with your actual payment. So, if you want to top-up your DK money, you can directly make payment from our website or TransferWise. Please check on “how to charge your DK money” from the LINK .

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How can I redeem my DK point coupon code?

Home > FAQs > How can I redeem my DK point coupon code?

Here are step-by-step instructions to redeem your coupon code:

Start by logging in to your account.
Once you're logged in, navigate to the ACCOUNT BALANCE tab.
From there, select the DK DK POINT tab.
Enter the unique EVENT CODE you received and hit the Submit button.

It's important to note that every coupon code has its own validity date and must be registered before the deadline. Make sure to check the expiration date of your coupon code and register it before it's too late.

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How can I find my Suite number?

Home > FAQs > How can I find my Suite number?

Once you are signed up on Delivered, we will assign you a Suite number which can be used to receive your order in our warehouse. Please log-in to Delivered and you can find your Suite number on the very top of the Dashboard.

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Can I start using my Korean address immediately after I sign up?

Home > FAQs > Can I start using my Korean address immediately after I sign up?

Yes, once you are signed up, it's ready to use!

Please ensure that all of your shipments include your complete Delivered Korea address information and your suite number.

**NOTE**

Forgetting to include your suite number will delay processing time.

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How do I sign up?

Home > FAQs > How do I sign up?

To sign up, click on the Sign Up button in the upper right-hand corner of the page. After you sign up, you will be assigned your own Suite number which can be used for your incoming order.

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How do I log in to my account?

Home > FAQs > How do I log in to my account?

Click the "Login" button in the upper right-hand corner of the website.

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How do I change my account information?

Home > FAQs > How do I change my account information?

After you've signed in to Delivered Korea, click on the ACCOUNT SETTINGS button. From there you can change your password, shipping address, phone number, etc.

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How do I change or recover my password?

Home > FAQs > How do I change or recover my password?

If you're logged in to Delivered Korea, please go to ACCOUNT SETTINGS - My Account to change your password.

From there, scroll down until you see the Security Settings section. You will be able to change your password and/or security question and answer by clicking the relevant button.

If you forgot your password, go to delivered.co.kr and click "login" on the upper right part of the page. Then, click the "Forgot password?" link.

Once the page loads, just enter the email address associated with your DELIVERED account, and you will receive an email with a link to reset your password.

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How can I register my shipping address?

Home > FAQs > How can I register my shipping address?

Please go to Accounting Settings - My Address - Add new address. You will be able to register multiple addresses on that page.

Nickname: This will not be on your shipping label, but used for your reference only. You can manage your multiple shipping addresses simply with Nicknames.

Address: Please make sure to provide the correct shipping address. Delivered Korea will not be responsible for any shipping issue resulting from the incorrect address provided by you.

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How will Delivered Korea know a package is mine?

Home > FAQs > How will Delivered Korea know a package is mine?

As soon as you register, we'll assign you a Suite number which can be found at the very top of the Dashboard. When you ship a package to Delivered Korea, please make sure to include your Suite number along with your name and address. Without a Suite number, we will not be able to receive your package in a timely manner.

Your Full Name
3F, 227-1 Sinseon-ro, Nam-gu, Busan,
Suite ##### (ZIP 48553)
Tel. 051-742-7777 Cell. 010-3222-0388

Once we process your package, you'll receive an automated email letting you know the package has arrived.

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Shipping

How long will it take for my package to reach me?

Home > FAQs > How long will it take for my package to reach me?

The availability of shipping options and delivery time depend upon your package's dimensions, weight, and destination country.

FedEx Priority: 2 - 4 business days
FedEx Economy: 3 - 8 business days
K-Packet: 2 - 3 weeks (3 - 4 weeks due to COVID-19)
EMS: 5 - 7 days (2 - 3 weeks due to COVID-19)

**NOTE**

We are not responsible for shipping delays caused by customs or the carrier. However, if you are experiencing issues, please contact our support team and we will do our best to communicate with them.

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Can Delivered Korea ship to multiple locations?

Home > FAQs > Can Delivered Korea ship to multiple locations?

Yes, you can add as many shipping addresses as you'd like and assign shipping addresses for each of your packages respectively.

To add another ship-to address to your account, please go to Account Settings - My Address tab. From there, click the Add New Address button to add your shipping address.

A box will appear where you can enter your new address information. Once you have entered the information, click "Save."

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What is meant by "Dimensional Weight"?

Home > FAQs > What is meant by "dimensional weight"?

Carriers take both the size and weight of your package into consideration when determining the shipping cost. The weight of the package is important, but sometimes the amount of space the package takes up on the truck or plane is given even more consideration.

Dimensional or volumetric weight is a method of measurement calculated using the dimensions (length x width x height) of the package. Shipping cost is based on the greater of the actual weight or dimensional weight.

The formula for calculating the dimensional weight of a package shipped internationally is:

(Length x Width x Height) / Dimensional Factor (provided by a carrier) = Dimensional Weight

You can minimize the dimensional weight by requesting Repackage or Consolidation.

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I cannot select a shipping address for my package.

Home > FAQs > I cannot select a shipping address for my package

If you have not registered your shipping address in your Account Setting yet, you won't be able to select the shipping address at the checkout stage for the shipping arrangement.

Please go to the ACCOUNT SETTINGS -My Address tab. You will be able to add multiple shipping addresses by clicking the "ADD NEW ADDRESS" button.

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Are there any items that are restricted from international shipping?

Home > FAQs > Are there any items that are restricted from international shipping?

Delivered Korea does NOT ship any of the following items for security reasons.

Art, antiques, precious stones, and precious metals
Money, coins, debit cards, credit cards, SIM cards, securities, and valuable documents such as passports
Products that can spoil
Breakable products
Food products unless they have been packed well and shipped unconditioned
Plants
Dangerous goods (chemicals, paint, batteries, perfume, etc.). Under certain conditions, some dangerous goods may be shipped in limited quantities.

Please refer to our page with guidance for PROHIBITED ITEMS. For more information contact the support team at support@delivered.co.kr.

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Will I have to pay customs duties and taxes?

Home > FAQs > Will I have to pay customs duties and taxes?

The shipping fee does NOT include duty & taxes. The recipient will be responsible for duty and taxes levied by the country you are shipping to, and we do not have control over the customs charges in your country.

Note!

Please note that the original shipping fee will not be covered, and there will be a return shipping fee as well as duties and taxes for the packages that are returned due to customs clearance failure.

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What shipping options and carriers can I choose from?

Home > FAQs > What shipping options and carriers can I choose from?

We currently offer below carrier options for shipping your packages:

K-Packet: available up to 2kg only
EMS
FedEx Priority
Aramex

We are trying our best to expand our shipping services. We will keep you updated when new shipping services are added to Delivered Korea. To get a free shipping quotation, please visit our Shipping calculator.

Note!

* The shipping options will vary depending on the weight, size, and destination of your package.

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My package shipped, but the tracking information hasn't been updated. What's wrong?

Home > FAQs > My package shipped, but the tracking information hasn't been updated. What's wrong?

A package's tracking information isn't always updated right away. Please allow up to 48 hours after your package ships.

If you don't see an update after the above time frame, feel free to contact us. We'll be happy to look into it for you!

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My package has been returned to Delivered Korea. How can I have it reshipped?

Home > FAQs > My package has been returned to Delivered Korea. How can I have it reshipped?

The package can be returned to the shipper for several reasons.

1. The address or contact information was incorrect.
2. Customs clearance failed.
3. Duties and taxes were not paid in a timely manner by the recipient.

It is a customer's responsibility to provide an accurate address and clear customs in a timely manner. Delivered Korea does not take responsibility for the package returned due to the above reasons.

EMS does not charge return shipping fees, however other carriers such as FedEx, DHL, and UPS charge return shipping fees as well as duties and taxes. Please note that your package can be released only after the return and the reshipping fee as well as duties and taxes charged on your shipment are completely paid. If you need our assistance please contact our support team at support@delivered.co.kr.

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What happens when my package is returned back to the shipper?

Home > FAQs > What happens when my package is returned back to the shipper?

If a package could not be delivered for any reason (wrong address, undelivered, customs clearance failed, etc.), the package would be sent back to the sender's address or disposed of at the carrier's local facility according to the carrier's policy. We will reach out to you if we are notified by the carrier, but please note that we will not be able to take responsibility for the packages that are disposed of or returned if reasonable measures are not taken from you by the deadline specified by the local carrier or in a timely manner.

In the event of a return, the shipping fee will not be covered by us and the customer will be charged below cost, and Delivered Korea has no control over any cost related to return shipping.

Return shipping fee
Duty and tax charged by local customs and import tax (if there's any)
Reshipping fee

If you need any assistance related to shipping, please contact support@delivered.co.kr and we will be glad to assist you.

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

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

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:

A copy of your registered claim
Name, Email address, Suite number, PKG ID
Reason for claim
Clear picture of damaged items.
Unboxing video taken from opening the sealed box.
Picture of outer/inner packaging and shipping label
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:

FedEx: up to 21 days from the shipment date
UPS: up to 14 days from the shipment date
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.
Please make sure to submit enough proof such as order and shipping confirmation received from the seller, a photo of items(if it was sent from an individual seller). An unboxing video which shows from the package unsealing to the issued item detail view is necessary. Please note that there could be limit on providing compensation without the unboxing video.

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How do I find my tracking number?

Home > FAQs > How do I find my tracking number?

Once your package is shipped out, you will receive a shipping confirmation email.
This message will include your tracking number, linked to the carrier you chose:

You can also find your tracking number at the bottom of your package details by checking the My Packages.

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Does customs clearance cause shipping delays?

Home > FAQs > Does customs clearance cause shipping delays?

Yes, the customs process normally runs smoothly. However, if you experience a shipping delay, please first try contacting the carrier to check on your package status.

Contact Links:

K-Post
FedEx
Aramex

Shipping delays vary on a case-by-case basis. If we receive any information regarding your package's customs activity, we will be sure to notify you right away. If you have any questions that you think we could help with contact us via Customer support!