Q : I’m unable to sign up / I can’t register.
A : Gender, Date of Birth, and Customer Type are not required fields, but if you fill them out, you must check the box “I agree to receive marketing information” to activate the Confirm button.
Q : What is "Awaiting response"?
A : The status "Awaiting response" may differ depending on the service (We Buy & Ship, Bunjang, DK Store, You Buy & Ship).
We Buy & Ship, Bunjang and DK Store (Awaiting response)
We’ve contacted you via email(or Chat support) for additional information and are waiting for your reply.
If you haven’t replied to the chat yet, please click the reply button to send your response. You can also check the chat through your email.
You Buy & Ship (Shipment on Hold, Awaiting response)
We haven’t contacted you yet, but the package may have the following issues.
- Value Limitations
- Items Restricted by Shipping Carriers
- Country-Based Restrictions
- Address Issue
- Item Information Problems
For the details for Shipment on hold, Please refer to this Link
If you have any orders or packages with this status, please contact us and provide the Buy ID or PKG ID.
Q : Which phone number should I use when ordering from other Korean online shops? / Which number should I provide if a website requires one?
A : You can find the phone number on My Page (010-3222-0388). Please note that if this number is already in use, we do not provide any alternative numbers. We do not answer courier calls or handle phone verification. If verification is required, we are unable to assist.
For international shipments, please provide your own phone number.
Q : Is it possible to change the declared value of the products?
A : Declared values cannot be changed for We Buy and Bunjang orders. For You Buy orders that you placed yourself, only you know the actual purchase price. We cannot know the original price, but undervaluing the items is not allowed.
Q : I purchased digital codes on Bunjang. How can I receive them?
A : Digital goods (tickets, online vouchers, etc.) cannot be purchased through our service. Please share the Buy ID with our agents so we can assist you. If the seller is unable to cancel the order, unfortunately, a refund cannot be processed.
Q : What is the shipping cost?
A : You can estimate international shipping costs using our Shipping Calculator. Without knowing the size and weight of the package, we are unable to provide an accurate quotation.
Q : Do you ship to [country/region]?
A : To check if we can ship to a specific country, please search for the country name in the Shipping Calculator. If your country and the available carriers appear, it means we can ship there. Whether shipping is possible also depends on the weight, so you need to know the exact weight and package dimensions. Please note that we only provide the shipping options shown in the calculator and do not offer any other shipping methods.
Q : I selected EMS Premium, but my package was shipped with UPS.
A : EMS Premium shipments are handed over to UPS when departing from Korea by air.
Please note that this applies to all countries.
We would also like to inform you that this service is offered by Korea Post at a more reasonable rate.
Q : Are there other shipping options? / Do you also ship via sea? / Any Cheaper shipping methods
A : We only provide the shipping options shown in the calculator and do not offer any other shipping methods. We do not offer sea shipping.
Q : I requested optional services, but I can’t check out my items / proceed to the next step / proceed with international shipping.
A : Please check if the status of the PKG is “Option Requested.” Once the optional service is completed, you can proceed to the next step. It usually takes 2–3 business days (excluding weekends) for the optional service to be completed. If the status hasn’t changed after 3 days, please contact us via Channeltalk.
Q : I’m trying to submit a You Buy form, but it says that my tracking number is already in use.
A : Once your order arrives at our warehouse, it is usually registered in the system within 2–3 business days (excluding weekends). If the package with the corresponding tracking number is not registered in your account after this period, please contact us.
Q : I cannot submit a You Buy form.
A : Please make sure to click Add Items and register your items properly. When adding items, be sure to describe the contents in detail.
If you use terms such as “Kit,” “Seasons Greetings,” “Set,” or “Package,” customs may not be able to identify what items are included, which can cause clearance issues. To prevent this, packages using these terms are placed on hold until the details are clarified.
To avoid delays, please specify the exact contents when using these terms, for example: Seasons Greetings (photocards, photobook, diary).
Q : Where should I enter my personal information for a fan call in a We Buy & We Ship order?
A : If your order includes participation in fan sign or video call events with an album purchase, kindly provide all the necessary information in the Additional Information section.
Q : I don’t know my Korean size for clothes and shoes.
A : For shoes and clothing, please use the sizes provided on the site. Do not use your local sizing. (Korean Size Guide : https://www.delivered.co.kr/en/korean-clothing-and-shoe-sizes)
Q : What is your warehouse address in English?
A : 3rd Floor, Your Suite, 227-1, Sinseon-ro, Nam-gu, Busan, South Korea, ZIP 48553
Phone number: +82 10-3222-0388
Q : How can I change my shipping address?
A : You cannot edit an existing address. You need to add a new address instead. Please refer to this page for guidance.
https://docs.channel.io/dkhelpcenter/en/articles/Shipping-Address-Registration-a33103d3
If you have already paid for your shipping cost and want to change the address, add the new address and provide us with the package number. We will then apply the new address to your package. This also applies to packages that are on hold.However, if the shipment has already started, address changes are not possible.
Q : How is the customs valuation determined for We Buy items? Does it include just the item price, or the item price plus domestic shipping and service fees?
A : BUNJANG_SHOP : Item price only (excluding handling fees)
Global Bunjang : Item price from BUNJANG_SHOP (excluding handling fees)
We Buy & Ship : Item price only (excluding handling fees)
Q : Is this item restricted or prohibited for shipping?
A : The prohibited items list does not cover every possible item.
https://docs.channel.io/dkhelpcenter/en/articles/Restricted-and-Prohibited-Items-7f6a7b51If an item is not listed, we strongly recommend confirming with the relevant customs authority before shipping. We cannot guarantee clearance for unlisted items.