FAQs

Home > Frequently Asked Questions

Account Info.

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 prompted to enter your address and shipping information.

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

how do i log in to my account delivered korea

Then enter your email address and password.

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**NOTE**

After you enter your password, you'll have the option to remain logged into DELIVERED.

Please do not select this option if you are accessing delivered.co.kr on a shared or public computer.

After you've signed in to DELIVERED, click  ACCOUNT SETTINGS button. From there you can change your password, address, phone number, and etc.

If you're logged in to DELIVERED, click ACCOUNT SETTINGS button.

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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.

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

As soon as you register, we'll assign you a suite number which can be found on the top of your dashboard. When you ship a package to DELIVERED, please make sure to include your Suite number along with your name and our address.

An example may look like this:

How will DELIVERED know a package is mine?

Your Name
Busan Design Center Centum Dong-ro 57(or U-dong 1457) #B102
Suite A####
Haeundae-gu, Busan city
South Korea, 48059

Once a package arrives, your suite number is all we need to know it's yours. Once we process your package, you'll receive an automated email letting you know!

Shipping

Yes, you are assigned with Suite number, it's ready to use!

Please ensure that all of your shipments include your Suite number in the address.  You can easily find your FREE Korean address both in Korean and English on your Dashboard. 

**NOTE**

Forgetting to include your suite number will delay processing time. Also, we do not take responsibility for delivery issue caused by missing out your Suite number.

The delivery time will depend on your package's dimensions, weight, and the 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, we will do our best to communicate with them. Our goal is to help you resolve any problems as quickly as possible.

The shipping fee does not include duty & taxes. 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. 

If you have not registered your shipping address in your account setting, you won't be able to select shipping address for shipping arrangement.

Please go to ACOUNT SETTINGS and 'My Address' tab to register your shipping address. You will be able to add multiple shipping address by clicking 'ADD NEW ADDRESS' button. 

If your package arrives damaged or missing items, please make sure to keep all packing materials for investigation by Delivered and shipping carrier. If you discover your items are damaged or missing, 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 need our assistance, please send Delivered below information after reporting claim to the carrier:

  1. A copy of your registered claim
  2. Name, Email address, Suite number
  3. PKG ID
  4. Reason for claim
  5. Picture of damaged items
  6. Picture of outer and inner packaging
  7. Picture of the shipping label
  8. A detailed list of all damaged or missing items (including item numbers).
  9. 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 to the carrier for compensation procedure.

Please 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

Yes, you can add as many shipping addresses as you'd like and arrange shipping to the different address.

To add another shipping address to your account, click on Account Settings, then go to My Address tab and click Add New Address button.

can delivered korea ship to multiple locations

A box will appear where you can enter your new address information. Please make sure to submit correct shipping address.  Once you have entered the information, click "Save."

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**NOTE**

Please make sure to provide a correct shipping address. DELIVERED will not be able to take responsibility for the shipping issue due to incorrect address.

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

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

  • Art, antiques, and precious stones, and precious metals
  • Money, coins, debit cards, and credit cards, SIM cards, securities, and valuable documents such as passports
  • Products that can spoil
  • 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 [email protected]

 

We currently offer below carrier options for shipping your packages:

 

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

 

* The shipping options will vary depending on the weight, size, and destination of your package.
* Please kindly note that there's currently a huge delay and countries restriction with K-post (K-packet, EMS) due to COVID-19.

 

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 2 business days, feel free to contact us.
We'll be happy to look into it for you!

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 when arranging shipment and clear customs in a timely manner. DELIVERED does not take responsibility for the package returned due to the above reasons.

EMS does not charge for the return shipping fees, however other carriers such as FedEx, DHL, and UPS charge return shipping fees and also duties and taxes. Please kindly note that your package can be released for reshipment only after the return and reshipping fee and other fees are completely paid. For more information, please contact our support team at [email protected].

If a package could not be delivered for any reason (wrong address, undeliverable, customs clearance failed, etc.), it would be sent back to the sender's address or disposed of at the carrier's local facility according to the carrier's policy. For the shipment returned, we can reship the package at the expense of the customer.

Please note that customers will be charged an amount for reshipping fee plus  duties and taxes (optional). If you need any assistance related to shipping, please contact [email protected] and we will be glad to assist you.

After we ship your package, you will receive a confirmation email.
This message will include your tracking number, linked to the carrier you chose:

how do i find my tracking number faqs delivered korea

You can also find your tracking number by going to My Packages on your dashboard and track your package on carrier's website.

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If you would like to arrange domestic shipping, please reach out to Delivered support team at [email protected]delivered.co.kr with the below information to get a shipping quotation. Please note that Receiving fee of US$5 will be charged per package or those that are not shipped using Delivered shipping method.

- Your Suite number
- PKG ID
- Recipient name
- Recipient address
- Recipient contact information

Since our DELIVERED system does not allow payment for domestic shipping methods, we will proceed with payment through Paypal once you confirm our quotation.

 

The customs process normally runs smoothly. However, if you experience a delay, please first try contacting the carrier.

 

Contact Links:
DHL
K-Post
FedEx
Boxberry
Qxpress

 

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. Likewise, if you hear anything, or if you have any questions that you think we could help with, contact us via Customer support!

 

 

We cannot ship prescription medications or non-FDA-approved medications (most dietary supplements are not FDA approved).

 

can you ship medications or dietary supplements delivered korea

 

Please do not ship prescription medications to your DELIVERED suite. If you do, we will not be able to forward them to you.

 

Handling Packages

Please make sure to submit 'My Incoming Order form' by going to You Buy Orders and click 'My Incoming Order Form' before your package arrives in our warehouse.

If your package arrives without My Incoming Order form submitted, we will create the form on your behalf and  send you Advanced Shipment Notification through email. 

Please go to  You Buy Orders  and provide the required order details for below package by clicking ‘Please submit required info’ button next to the package’s tracking number. Your package will be immediately received and Package ID will be registered once all information has been filled out.

Please note that Receiving fee will be charged if your package arrives without the form submitted in advance.

It will usually take 1-2 business days for your package to be received into your account, and you will get an email as soon as this happens.

Factors that impact processing time:

  • Our daily receiving volume
  • Required order information has not been provided for the package created by DELIVERED

If you want to check any packages that are delivered without My Incoming Order Form submitted, please go to You Buy Orders and provide the required order details by clicking 'Please submit required info' button next to the package's tracking number.

We provide a FREE storage period of 30 days. After your package exceeds the free storage period, there will be US$1 storage fee per package on a daily basis. This fee will not be renewed after Consolidation or Repackage has been done, and will be continuously charged per each sub-package.

The maximum storage period is 60 days and Delivered reserves the right to dispose of your package(s) after the deadline. You will receive an automated notification on your package stored in our warehouse. Please go to My package and make sure to arrange shipping before the deadline.

We are glad to announce that we've now added a new feature enabling you to request below optional packing services directly on your dashboard.

How to request optional packing service during Consolidation / Repackage request:

  1. Go to My packages after log-in to your Delivered account.
  2. Select package(s) to be consolidated/repackaged and click 'Consolidation' or 'Repackage'.
  3. On your PC, click "+" icon next to the selected package to display optional packing services available to choose from. On mobile version, select 'OPTION PRICE LIST' at the bottom and then "+" icon next to the selected package.
  4. Select optional packing service(s) you would like to request from the drop-down menu (multiple options are available).
    • Bubble wrap
    • Vacuum pack
    • Plastic box
    • B2B packing : By selecting this option, Delivered-branded sticker and name card will be removed from your package.
  5. Click "Submit".
  6. You will receive a notification email once Repackaging has been completed. Please estimate 24 business hours for your request to be processed.

Please note that once Consolidation or Repackage has been done, it cannot be undone since the package will be moved  to the loading area ready to be shipped. 

If you need our assistance, please contact our support team. Thank you very much.

Consolidation: We combine multiple packages into one box. This will mostly minimize the dimensional weight of your package and cuts down the shipping costs. If packages don't fit into one box, we will try to divide them in the multiple boxes.

1. How to request a Consolidation:

what is the difference between consolidation and repack and how do i request one delivered korea 1

Repackage: Instead of selecting multiple packages, you select just one and then click the "Repackage" button. The request will go to the warehouse, where the packers will pack your items into a smaller box or a bubble-mailer.

2. How to request a Repackage:

what is the difference between consolidation and repack and how do i request one delivered korea 2

Once a package has been repackaged/consolidated, you cannot consolidate or repackage it with other packages. By the same token, you cannot add additional packages to a consolidation once it has been completed.

If you request a Repackage for fragile items, our packers will use their best judgment on the safest way to pack the items. This may require that they use a box, rather than a bubble-mailer. If you specifically request a bubble-mailer we will use one, but we can't be responsible for items damaged in transit.

Because shipping costs are calculated based on the greater of actual weight or dimensional weight, consolidating your packages cuts shipping costs by combining multiple packages into a single package. Instead of shipping individual boxes, we combine multiple orders into one box including basic bubble wrappings. 

Repackaging an original single box to a smaller box may also reduce your shipping cost. For example, the merchant might send a product in a shipping box that is much bigger than it needs to be. Putting the product in a smaller box is likely to lower the cost.

You can request a photo or contents verification service by writing an email with PKG ID to our support team at [email protected].

The service fee is US$2/package. If you need detailed verification or photos for the bulk items in the box, the service fee $3/10 min. will be charged.

If your package is delivered to our warehouse without a valid Incoming package form, our warehouse team will create ASN on your behalf. You will get a notification email that an ASN has been submitted by DELIVERED for you.

Please go to 'YOU BUY ORDERS' tab and you will see a notification mark next to the ASN ID that has been created by DELIVERED. Please provide your order detail by clicking 'Please submit required info' button.

Once all information has been filled out, our warehouse team will go ahead and register the package to your Suite within 24~36 business hours.

Please note that this process will take extra processing time, therefore we suggest you submit the Incoming package form before your package arrives in the warehouse.

Note!
The Incoming package form with inaccurate or no tracking number will be considered unsubmission which is subject to receiving a fee of $5 for the extra handling process. DELIVERED does not take any responsibility if the supplier notifies you of the wrong tracking number or no tracking number in a timely manner. If you would like to verify your items delivered in our warehouse, please contact our support team at [email protected].

You can split one package into two or more new packages and arrange shipping to different addresses. Please download the Split Package Request Form and provide an instruction on how you would like the products split and send it to Delivered at [email protected]. There is a US$5 service fee per package that results from the split.

Fees & Charges

We Buy and Ship

  • Payment processing fee (Credit card, debit card, Paypal): 8% of the item price, plus the domestic shipping cost (if applicable)
  • Handling fee: US$5 flat per order (up to 5 items from the same store or seller)

You Buy, We Ship

  • Receiving fee (if packages arrive without "My Incoming Order Form" submitted with a valid domestic tracking number  in advance: US$5 per

Below are some value-added services we provide that do incur fees:

  • Split: US$5 per package
  • Photo Request: US$2 per photo
  • Contents verification: US$2 per photo or US$3/10min.
  • Return handling:US$10 per package
  • Vacuum pack: US$5 per package
  • Disposal: US$5 per package

If you would like to request above value added services, please contact our support team HERE

* We reserve the right to change our fee structure in the future. We may add premium, paid services as our business grows based on customer demand.

We’re always happy to repackage or consolidate packages at your request.

Combining several packages into one box or repackaging your original box into a smaller box can help you save on shipping costs. You can request Consolidation / Repackage by referring to the below article. The service fee is US$3 per package in a Repackage / Consolidation.

Our shipping rates vary based on a few different factors, such as package dimensions, package weight, etc.

To get FREE shipping quotation, please use our Shipping Calculator. Multiple shipping options (and prices) may appear based on the information you enter. Please note that shipping costs will be charged based on the actual weight or dimensional weight, whichever is greater.

We will store your package(s) for free up to 30 days from the date of receipt.

Effective from 1st June 2021, when your package exceeds the free storage period, there will be $1 storage fee per package on a daily basis. This fee will not be renewed after Consolidation or Repackage has been done, and will be continuously charged per each sub-package.

The maximum storage period is 60 days and Delivered reserves the right to dispose of your package(s) after the deadline. You will receive an automated notification on your package stored in our warehouse. Please go to My Packages and make sure to arrange shipping before the deadline.

We charge a $10 return handling fee for return packages that have prepaid return labels from the merchant.

If you do not have a prepaid return label from the merchant we will have to create our own label and invoice you for the shipping cost.

 

All carriers offer shipping insurance that covers the actual value of your package in case it gets damaged or lost. Below is the insurance fee charged by carriers. To be eligible for compensation by carrier, the actual value of items must be declared on the commercial invoice. Please note that an undervalued package is not eligible for full compensation provided by the carrier.

 

If you would like to request insurance for your package or need an insurance quotation, please email us at [email protected] with your Suite number and Package number.

 

DHL
free insurance $2.00/kg (up to US$100)
additional insurance will cost 15,000.00 KRW (~ US$13) or 1% of stated shipment value if higher

 

FedEx
free insurance $2.00/kg (up to US$100)
additional insurance for items $100-$300, the rate is a flat fee of $2.10. Anything over $300 (and up to $50,000) is charged $0.70 per $100.

 

Boxberry
free insurance $30/kg (the total amount cannot exceed the declared value of the goods)
additional insurance will cost 0.5% of the declared value of the goods

 

Qxpress
free insurance maximum compensation limit shall not exceed SGD300 (~ US$220)
additional insurance will cost 1.0% of the declared value of the goods

 

K-Post
does not automatically include insurance
additional insurance cost depends on which product we are shipping: some categories of products can’t be insured (please contact us at “[email protected]” and we will check the cost for you)

 

If you have any questions, please email us at [email protected]. Thank you very much.

 

 

We charge $5.00 for each package that results from the split

 

Click here for more information on splitting packages.

 

After we confirm that we will be able to purchase your order,  your order status will be changed "Pending".

Once your order is Pending, navigate to the We Buy Orders, select the order(s) you want to pay for, and then click "Add to Cart."

how do i pay for my we buy and ship order delivered korea 1

Go to your cart, select the package, and click the "Checkout" button.

how do i pay for my we buy and ship order delivered korea 2

Once the package is in Checkout, you can pay with PayPal, Payletter, use account credit, or a combination of the two.

 

We accept using international money transfer solutions such as Transferwise, Transfez, Wirebarley and etc. for charging your Delivered account.

 

Here's an example of using Transferwise.

 

TransferWise is a multi-currency account that allows sending money to over 60 countries worldwide. Using TransferWise will enable you to pay using your own currency via bank transfer, debit card, wire transfer, or other supported methods.

 

Due to its use of the middle market exchange rates and its relatively small transfer fees, sending money with TransferWise can be a really good option to save money.

 

How to use TransferWise for using We buy and ship service

 

Step 1. You can create a TransferWise account here.
Step 2. Log in to your account and select the “Send money” option.

 

how to pay with transferwise or other international money transfer solution delivered korea 1

 

Step 3. Choose your preferred currency on the “You send” tab

 

Note:
The preferred currency is USD because this is the default currency used on Delivered. But you can also use other currencies. However, please note that exchange rate will be applied for converting other currencies to Delivered credit.
For using other currencies, your local bank may charge you an extra fee if you transfer the money in different currencies.

 

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Step 4. On the "Recipient will get exactly" field, enter the KRW amount that you see when you proceed to the cart in your personal Delivered account.

 

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Step 5. You may choose the payment method you wish. Please note that the fee amount varies depending on the method you use. Click continue.

 

how to pay with transferwise or other international money transfer solution delivered korea 4

 

Step 6. Choose the option (“Business” or “Personal”) that applies in your case and fill in your details.

 

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Step 7. Please choose “Business or charity” as a recipient.

 

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Step 8. Enter our bank details. You can use the below information on other international money transfer solutions. Please make sure to provide proof of your payment.

 

 

Bank Details:

Their Email: [email protected]
Name of the business: Delivered Korea co., Ltd
Bank name: SHINHAN BANK CENTUM FINANCIAL CENTER BRANCH
Account number: 140-013-461852

 

If you are required to enter the address, please enter the following address:

 

Country: South Korea
City: Busan
Address: 811, 48 Centum Jungang-ro, Haeundae-gu, B102
Postal code: 48059

 

 

Step 9. Please choose “Pay for goods and services” as the reason for the transfer.

 

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Step 10. Finally, please review the transfer details and click on “Confirm and continue”. You may enter your Suite number (optional) as the reference number.

 

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Step 11. Choose your transfer type and confirm payment.

 

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Step 12. Please let us know your Suite number and name, and the paid sum at [email protected].

 

SUITE #:
Name:

 

 

Step 13. Once payment clears (usually within 48 hours), the sum will be credited to your account balance. As soon as you get the Credits, please go back to the cart and use them to pay.

 

If you have any questions, feel free to contact us at [email protected].
We are happy to help!

 

You can pay with PayPal, use account credit, or a combination of the two. To pay with a combination of the two, please enter the sum you'd like to pay with credits and click "Pay with PayPal" button.

 

how do i pay with a combination of paypal and account credits delivered korea 1

 

You'll be charged the difference between the original cost and the sum of credits you entered.

 

how do i pay with a combination of paypal and account credits delivered korea 2

 

 

Most shipping couriers charge for a mid-delivery address change. If the courier does not have a fee, then we will not charge you for the address change. For an immediate address change, please contact us via support.

 

**NOTE**
If you need to change an address AFTER your package has shipped, please contact the support team ([email protected]) to check if the address change is available and any service fee is charged.

 

General

 

We are dedicated to helping international shoppers have access to, and buy products from South Korea. We provide our customers with proxy buying service, as well as warehouse service, which allows our customers to shop at Korean online retailers who require a South Korean shipping address.

 

We currently accept payment through PayPal, Payletter through our website.

If you are not able to proceed with above payment methods, you can use international money transfer solution such as WISE, Transfez and Wirebarley. 

 

If you have specific wish items from Korea in mind, we will be your personal shopper and purchase and ship them to you. Some Korean suppliers (retailers or manufacturers) will not let you buy their products without a Korean bank account (or a Korean account with payment companies like PayPal). In this case, we can purchase and process payment for your items on your behalf.

 

  1. Log into your account and click the "WE BUY ORDERS" tab and click 'NEW ORDER' button. 
  2.  Fill out detailed information of item you'd like to purchase so our purchasing team will know exactly what to order for you. Please note that you can add up to 5 items per same store or seller.
  3. Click "submit," and we'll get you the quotation you need to pay for.
  4. 5. Once you confirm the quotation, please proceed with your payment.
  5. You will get a notification once your package is delivered to our warehouse.
  6. Please arrange shipping with your order.

 

We provide personal shopper service from Bunjang(bunjang.co.kr). Please submit your buying request per each same seller. We can proceed with orders which accept payment using credit cards in order to secure our transaction with individual sellers.

 

Yes, we can order from individual (re)sellers. However, please note that we can process transaction that accepts payment with a credit card only to ensure safe transactions with individual sellers.

Yes! If you’re ordering multiple items from the same website please click the "Add Item (From The Same Store)” button. You can add up to 5 items on a single form.

if im ordering multiple items from the same website, do i submit individual orders delivered korea

Yes, you can use our mobile phone number 010-3222-0388 for your orders.

If you would like to return a package that has been ordered and delivered by DELIVERED, please contact [email protected] with your Suite number and Buy ID. Our support team will check if the items can be returned and get you a return quotation. Please note that return is available within 7~14 days from the date of receipt.

There's a US$10 Return handling fee and return shipping fee (if it is not covered by the supplier) for return arrangement.

You can't edit your order, but if you wish to cancel it before you have paid, you can do so via the website.

can i edit or cancel my we buy and ship order delivered korea

If we've already paid and ordered the products, you'll have to wait until they get to our warehouse; then we can return the order.

We receive mail with tracking number only. Please make sure to submit 'My Incoming package form' with your order details and tracking number. Without the required information, the processing time might be delayed.

For further information about our fees and charges, please click here.

Link to: How much does shipping cost?

We do not undervalue your orders. Customs use the value to clear your goods and determine the duties and taxes. We are required to declare the value of prices paid for items accurately on the commercial invoice to ensure that your package arrives without serious troubles at customs.

Undervaluation of goods is taken very seriously by the authorities and can result in a fine or your goods being seized. And if the customs authorities question the value you've provided, they may ask the receiver to provide proof of sale. So to avoid this delay, your carrier or broker will ask you for evidence of sales such as a contract or bank payment.

Also, if your packages are lost or damaged during transit, you will be only get compensated based on the invoice value stated on the commercial invoice. Please note that Delivered does NOT take any responsibility for the issue that happened due to the below reasons.

  • Being charged for fine or taxes due to incorrectly provided invoice value
  • Package returned for not having paid duties and taxes which are determined by your local customs authorities (Return shipping fee, Reshipping fee, and any charged duties or taxes are not compensated by DELIVERED and your package cannot be released without all the fee paid)
  • Additional compensation for a full price of your items that are damaged or lost

If you have any questions or encounter any issues related to your shipment, please contact us at [email protected] and we will do our best to assist you.

Please write your full name as a recipient name, and make sure to include your Suite number with your FREE Korean address.

Yes, you can use 010-3222-0388 for the mobile number with your order.

Below is the phone & mobile phone number you can use when placing an online order.

Phone: 051-742-7777
Mobile: 010-3222-0388

Thank you very much.

 

how do i refer a friend delivered korea

 

Click the Invite Your Friends button to learn how to invite people to use DELIVERED

Read the Terms & Conditions before you invite your friends. By participating, you acknowledge that you have read and agree with all guidelines.
Use My Referrals to monitor your referrals. You’ll be able to track who has signed up, who has shipped their first package, etc.

 

You’ll also be able to re-invite anyone who hasn’t signed up yet!

 

DELIVERED Business Hours: Monday-Friday, 9AM - 5PM GMT+9

If you contact us over the weekend or national holiday, we will get back to you as soon as we can during our office hours. Likewise, if you have a package that is scheduled to be delivered - or if a carrier has attempted to deliver a package - over the weekend, it will be redelivered to us on the next business day.