SHIPMENT DELAYS DUE TO COVID-19

FAQ

FAQ

  • Orders / Payments Orders / Payments
  • Shipping Shipping
  • Products Products
  • Cancel / Returns / Refunds Cancel / Returns / Refunds
  • Account / Other Account / Other

Can I trust the quality of the products?

Kmall24 carries only high-quality products.

  1. We only sell officially licensed products.
  2. All products are carefully selected by our Kmall24 team.

What methods of delivery do you offer?

Kmall24 delivers your product through the most competitive multinational carrier specializing in making shipments to your country

What payment methods do you accept?

You can make your payment through the following credit cards when ordering on Kmall24: VISA, MasterCard, American Express, JCB, UnionPay. Payments via PayPal, Alipay, and WeChat Pay are also currently accepted and additional payment methods will be continuously added. 
(Note: Payment errors may occur if the country where the transaction is taking place differs from the country where the card was issued. In this case, please contact the credit card issuer.)

Can I modify my payment method after the order is completed?

The payment method can not be changed once the order is placed.
If you'd like to change the payment method, please cancel the order and re-order.
However, if the products are already "In Preparation", you can not cancel the order. Please leave us a message via the contact us page with your order and payment information.

Why does my online credit card payment fail?

Transaction Failed? Check for possible reasons.
Usually the problem is one of the followings when the transaction failed :

 

  1. Expired Card / Entered wrong information
    - Please check your card information again and make sure that it is valid
  2. Foreign Transaction Blocked
    - Kmall24 shows price in dollars as a reference, but the actual payment is made in KRW.
    - Please check with your card company that there is no issue with making the transaction for the amount in KRW.
  3. 3D Secure Verification not set up
    - To prevent fraud transactions, Kmall24 only accepts transaction of 3D Secure Certified cards.
    - After entering your card information, 3D Secure Certified cards will go through a self-verification process provided by the credit card issuer.
    - Transaction process is completed after this verification step.


To complete your purchase on Kmall24, please contact your card company and have all these issues cleared.
For questions regarding 3D Secure Verification policy for your credit card, please check the link below.

 

➣Mastercard: SecureCode
➣Visa: Visa Secure
➣UnionPay
➣JCB: J/Secure

How soon will I receive a refund?

You will receive an automatic refund using the method you paid when ordering. Depending on the payment method, the duration of the refund may vary.

Credit card refunds follow the policy of the credit card company, so please contact the credit card company for more details.

Can I reject and return the item upon receiving it?

Returns and exchanges will not be accepted if they are simply due to a change of mind.

*A change of mind or dissatisfaction with color or size will not be accepted. Only in the case where there is a product defect/incorrect advertising, returns and exchanges are accepted.

What if I received the wrong item?

You can get a return/refund if you received the wrong item.

*How to Request: Leave us a message via the contact us page with your order information and reason for return then follow the steps to complete the refund.

The order has been cancelled automatically.

If the ordered item is out of stock or if there was an unexpected issue, the order could be automatically canceled. In this case, we issue refunds based on the original payment method.

Please leave us a message via the contact us page for more help.

Who is responsible for customs duties?

Kmall24 is not responsible for customs duties.

Customs duties may occur while going through the import procedure in the destination country and the Recipient must pay the duties. Orders over $800 may be subject to customs duties.

For more information on customs clearance regulations by country, please contact your country's customs authorities. Please understand that we do not accept refunds and exchanges caused by the imposition of duties and that Kmall24 owes no responsibilities.

What are customs duties?

When purchasing goods online, some or all of these goods may not originate in the country you reside in, therefore are subject to a customs duty, which is a tax imposed on goods when transported across international borders. Your order may be subject to customs duties if the total amount exceeds $800.

Are customs duties included in the product price?

Product prices are not inclusive of any duties and taxes.

Recipient is responsible for the payment of any customs duties so please contact your country's customs authorities for more information on customs clearance information and regulations. Please understand that we do not accept refunds and exchanges caused by the imposition of duties and that Kmall24 owes no responsibilities.

How to change the quantity/size/color & etc. of my ordered items

You can not change the quantity/size/color & etc of the ordered item once the order is placed. If you'd like to change the order details, please cancel and re-order.

However, if the products are already "In Preparation", you can not cancel the order. Please leave us a message via the contact us page with your order and payment information.

What are the business hours for your Customer Service Center?

[KST] Mon~Fri 10:00~18:00 (GMT +9H)

Our Customer Service Center is closed on Weekends and Public Holidays based on Korea time (GMT +9H). If you have a question, please leave us a message via the contact us page.

Please include the Order # and item name for faster assistance regarding order & shipping inquiries.

How do I change my personal information?

Follow the steps below to change your personal information:

  1. Log in then click the "My Page" icon on the upper right side of the page.
  2. Changes can be made in the "My Account" section.

I want to add or delete my shipping address.

Follow the steps below to add or delete your shipping address.

Add shipping address

  1. Click the "My Page" icon on the upper right side of the page.
  2. Click "Address Book."
  3. Click the "+" icon
  4. Input your address information
  5. Click "Add" if you'd like to edit the existing address.

Delete shipping address

  1. Go to the "Address Book" page.
  2. Click "Delete" on the right side of the address to remove it. * You can not delete the default address.

How do I change my password?

Follow the steps below to reset your password:

  1. Log in and click the "My Page" icon on the upper right side of the page.
  2. Click "My Account" then tick the "Edit" box.
  3. Input "Current Password", "New Password", then "Confirm Your Password"
  4. Click "Changes" to complete the password change.

I forgot my password.

Follow the steps below to reset your password:

  1. Click "Forgot Your Password" in the log in page.
  2. Fill out your email address and click "Reset My Password."
  3. A confirmation email will be sent to your email address.
  4. Log in with the temporary password in the email and change the password.

I haven't received my order.

If you haven't received your order, please leave us a message via contact us along with your order information for help. If you denied to accept the package due to a change of mind or customs duties, additional charges could be withdrawn from the refund amount.

Are all Kmall24 products shipped from Korea?

All products purchased at Kmall24 are shipped internationally from Korea. However, the product origin may differ by item so please see the item description

My tracking status is not changing.

Please leave us a message via contact us for further assistance with your order information and inquiry.

How can I track my order?

Follow the steps below to track your order:

  1. Log in and click the "My Page" icon on the upper right side of the page.
  2. Click "My Order."
  3. Then click "Tracking Information" to track your order.

Can I change my shipping address after placing an order?

Shipping address can't be changed once an order is placed. If you need to change the shipping address, please cancel and re-order. However, if products are already "In Transit," you can not cancel the order. Please leave us a message via our contact us page for further assistance on changing the shipping address.

Can I choose the delivery date and time?

Customers cannot choose the delivery date and time.

How do I calculate shipping fees?

Shipping fees are automatically calculated by product weight, size, and destination. If additional shipping fees occur after the payment is completed, the Kmall24 team will reach out to you for further information about additonal fees. Kmall24 is not responsible for any delays due to customs.

How long does delivery take?

All orders at Kmall24 are shipped internationally from Korea. It will take about 2-5 business days to arrive at the Kmall24 warehouse upon initial product preparation. After leaving our warehouse, it usually takes 5-14 business days for the product to be delivered.

How do I sign up?

You can sign up by creating a new Kmall24 account using your email address or by using your existing social media/other web account.

E-mail Verification
Click the "My Page" icon on the upper right corner of the page, then select "Join" and fill in the information to create an account.

Social Media/Other Web Account Log In
Click "Sign In" on the upper right corner of the page and choose from "Gmail", "Facebook" and "Twitter".

Item(s) damaged before or during the delivery.

If an item is damaged or if there was an error with the delivery, we will gladly accept a merchandise exchange or refund. You may return it for a refund within 7 business days of the delivery date.


Follow the steps below for a refund:

  1. Go to "My Page"
  2. Fill out your information, order #, and reason for return on the contact us page
  3. Follow the steps provided by our Customer Service representative to complete the refund.

Kmall24 is responsible for the return shipping fee if the refund is due to damaged item / wrong delivery.

How can I write and confirm my "Reviews"?

You can leave a review only on purchased items.
Follow the steps below to write a review post-purchase.

  1. Log in and click the "My Page" icon on the upper right side of the page.
  2. Click "My Order."
  3. Click " Review" in the purchase history.
  4. Click 'Write a Review' and complete your review.

 

Can I get more information on the product?

Please refer to the item description in the item page for more information about the product.
Contact us for further assistance.

How can I search for products?

You can search for items by category, brand, curation, or keyword.
Please use the menu on the upper left side to search by category, brand, or curation.