Notices, FAQ, and route updates

Your mailbox number (e.g. SN123456) is your unique identifier at the Korea warehouse. Always include it when giving the delivery address to Korean stores — e.g. 'SchnellKorea [SN123456]'. You can find it in My Page → My Mailbox.

The Personal Customs Code (개인통관고유부호) is a 12-digit identifier issued by Korea Customs. It is required for all international shipments from Korea. It starts with 'P'. Apply at unipass.customs.go.kr if you don't have one. Enter it accurately — a mismatch with your recipient name causes customs delays.

Yes, you can register from anywhere in the world. Your Korea warehouse address is issued immediately after email verification and is ready to use on any Korean online store.

Yes. After submitting your business registration certificate, corporate discount rates and a higher-volume fee structure are applied. Business accounts also receive a dedicated account manager.

Click 'Find ID / Password' on the login page. ID recovery uses your registered email address. Password reset is done via a verification link sent to your email. If you have lost access to your registered email, contact customer support with your name and mailbox number.

Grades run from Regular → Silver → Gold → VIP based on your cumulative shipping spend. Higher grades receive larger coupon allocations, priority processing, and shipping fee discounts. Grades are recalculated quarterly.

Free storage for 60 days from the date of arrival. After 60 days: KRW 150 per box per day (effective 1 May 2026; previously KRW 100). You will receive an email reminder at 50 days.

Go to My Page → Account Settings → Withdraw. All outstanding shipments must be completed and your deposit balance must be zero before withdrawal. Account data is retained for 1 year per legal requirements.

Yes, suitcases and large carriers are accepted. Due to their size they cannot be consolidated with other parcels. The shipping fee is calculated on actual or volumetric weight (whichever is greater), and an oversized surcharge may apply for bags over 20 kg.

Select 'Personal Use' (자가사용) if the items are for your own use. Select 'Commercial' (판매용) if you intend to resell the items. Incorrect declarations can result in customs penalties — the penalty is 40% of underpaid duties on a first offence.

List samples as separate line items with their actual declared value (USD 0 if genuinely free). Write 'sample' in the item notes. Do not omit them — customs authorities treat undeclared items inside a package as deliberate concealment, which can trigger full parcel inspection.

1. Always match declared value to the actual purchase price on receipts. 2. Use English product names on the customs form. 3. Check the prohibited items list before ordering. 4. Declare every item in the package — partial declarations cause delays and possible penalties.

The warehouse cannot accept: narcotics and controlled substances, weapons and blades, explosives and flammables, obscene material, live animals and plants, endangered species products (CITES), counterfeit goods, and items prohibited under national security law.

Go to My Page → My Shipments, select the parcels you want to combine, and click 'Request Consolidation'. Up to 30 boxes can be consolidated. Consolidation is free; standard packing and export documentation fees apply.

On the shipping payment screen, click 'Apply Coupon' and select from your available coupons. Coupons must be applied before payment is confirmed — they cannot be added retroactively after payment.

Devices with factory-installed batteries (phones, laptops, cameras) are generally permitted by air. Loose or spare lithium batteries face strict IATA/ICAO restrictions — quantities and watt-hour limits apply. Contact support before shipping multiple battery-containing items to confirm eligibility.

If your parcel is large but light, the fee is based on volumetric weight (L × W × H cm ÷ 5,000). International carriers charge on whichever is greater — actual weight or volumetric weight. Removing excess packaging before dispatch can help reduce volumetric weight.

Go to My Page → Deposit → Top Up. The minimum top-up is KRW 10,000. Payment is accepted by card or bank transfer. Deposit balances do not expire and any balance can be withdrawn on request.

The rate used is the card company's selling exchange rate on the transaction date. To avoid exchange rate uncertainty, top up your deposit balance in advance and use that for payments.

DHL Express is fastest (3–5 days) but most expensive. EMS is good value at 7–14 days. UPS is competitive for heavier packages. Check real-time quotes on the shipping request screen — rates are calculated by destination, weight, and carrier.

Cancellation is possible before the daily cutoff of 4 PM on the same day. After the parcel has been dispatched, cancellation is no longer possible. Contact support immediately if you need to cancel.

Shipping requests submitted before 4 PM Monday–Friday are processed for same-day dispatch. Requests submitted after 4 PM, on weekends, or on Korean public holidays are processed the following business day.

Go to My Page → My Shipments and edit the recipient details. Changes are only possible before dispatch (before 4 PM cutoff). After dispatch, the consignment record is locked and changes must be made directly with the carrier.

In My Page → My Shipments, click 'Request Hold' before the 4 PM cutoff. Held items continue to accrue storage fees. To release a hold, return to the same screen and click 'Release Hold'.

Tracking numbers are typically activated 12–24 hours after dispatch. If tracking shows no results after 24 hours, contact customer support with your order number. For EMS, check tracking at wansong.epost.go.kr as well as the carrier's own site.

Warehouse intake is logged within 1 business day of physical arrival. If 2 days have passed and the status has not updated, contact support with the domestic tracking number from the seller. Do not request dispatch until the intake is confirmed.

Under EUR 150: customs duty exempt, but German VAT (19%) applies. Over EUR 150: item-specific duty (0–17%) + 19% VAT. Note: since July 2024, VAT applies to ALL EU imports regardless of value — the previous EUR 22 exemption has been abolished. Calculated on product value + shipping + insurance.

If multiple shipments from the same sender arrive at the same destination within a short period (typically the same week), customs may combine their declared values and apply duty on the total. Splitting an order into smaller parcels does not always avoid this. Declare accurate values on every shipment.

Yes. Korea–EU FTA enables reduced tariff rates when a valid Certificate of Origin (CO) accompanies the shipment. The CO for Korea-origin goods is issued by the Korea Chamber of Commerce. Contact support if you need assistance preparing FTA documentation.

Prohibited: meat and meat products (ham, sausage, jerky) from non-EU countries, dairy products, narcotics, weapons, obscene material, CITES-protected wildlife products, and counterfeit goods. Restricted (require declaration or permit): pharmaceuticals, cosmetics with certain EU-banned ingredients, certain supplements, and high-value electronics.

Non-prescription personal-use devices (thermometers, blood pressure monitors) generally clear EU customs for personal use quantities. Regulated medical devices (prescription equipment, implants) require EU MDR compliance documentation. Contact support before shipping to confirm clearance requirements.

Germany limits health supplements to a 3-month personal supply. Products with ingredients prohibited under EU Novel Food regulations will be detained. K-beauty supplement ingredients such as placenta extracts and high-concentration whitening agents are frequently flagged. Check EU regulations before shipping.

Penalties arise when the declared value does not match the actual purchase price, or when restricted items are not disclosed. The standard penalty is 40% of the unpaid duties on a first offence; 60% on a second offence within 2 years. Always declare accurate prices and item descriptions.

DHL Express: duties are invoiced to the recipient after delivery by DHL Customs. EMS: duties are collected upon delivery by the local post office. You can pre-pay using our Delivered Duty Paid (DDP) add-on service to avoid unexpected charges at delivery.

Take photos of the outer packaging and the damage before unpacking further. Submit a damage claim via My Page → My Shipments → 'Report Damage' within 7 days of receipt. Include photos and a written description. Retain all original packaging for possible carrier inspection.

If tracking shows 'Delivered' but you have not received the parcel, first check with your local DHL service point or post office. If not resolved within 3 business days, file a loss claim through customer support with your tracking number and delivery address details.

Optional shipping insurance covers loss and physical damage up to the declared item value (subject to the policy cap). Compensation is based on the declared value, not the retail price — always declare the full purchase value. Insurance cannot be added retroactively after dispatch.

Excluded from coverage: items not packed adequately for international shipping (fragile items without foam/bubble wrap), perishable goods, liquids without approved packing, items whose value was not declared, and any prohibited or restricted items.

Before dispatch: request a hold via My Page, then contact support to arrange return to the original seller. After international dispatch: you are responsible for return shipping costs. Support can help arrange the return label and coordinate with the seller.

If the item is still at our warehouse (not yet dispatched), contact support to request a return to the original store. After international dispatch, the return shipping cost is your responsibility. We will assist with the return logistics process.

Some overseas retailers do not accept cancellations after confirmation. Contact support immediately — if the parcel has not yet arrived at the Korea warehouse, we may be able to assist in reaching the seller. Once the parcel is at the warehouse, we can attempt a return before dispatch.

If a multi-item order is missing some pieces, contact customer support with your order number and a list of the missing items. We will investigate with the domestic courier and the seller. Photograph the received parcel and its packing slip as evidence.

Contact customer support with photos of the received item alongside the original order details. We will coordinate a return to the seller and, where possible, re-order the correct item. Do not use or open the incorrectly received item.

An intake error means a parcel was recorded against the wrong account. Contact support immediately with the intake notification — do not request dispatch. We will investigate and correct the record, typically within 1 business day.

Yes. If you wish to refuse an incoming parcel at the Korea warehouse, contact support before the parcel is logged to your account. Refused parcels are returned to the sender at your cost. After intake, refusing a parcel incurs a handling and return shipping fee.