Report Lost Item
Cancellation & Refund Policy

Cancellation & Refund Policy

This page provides more detail on Article 4 (Fees and Payment) and Article 5 (Cancellation and Refunds) of our Terms of Service . If this page conflicts with the Terms, the Terms of Service take precedence.

1. Fee breakdown

The Service fee consists of the four items below, and varies by item size, weight, and destination country.

  • Verification and handling fee - covers hotel verification and processing
  • Pickup fee - covers item retrieval from the hotel
  • Packing fee - covers secure packing for international shipping
  • International shipping fee - covers dispatch via EMS or a similar carrier

The exact amount is provided as a quote (in USD) after the item is verified, and shipping begins once you accept the quote and complete payment.

2. Payment methods

We support USD payment via PayPal, including cards issued outside Korea. Card details are handled directly by our payment processor, and we do not store your original card information.

3. Cancellation and refund rules by stage

  • If the item can't be located — No charge applies, since this happens before payment.
  • After payment, before pickup begins — Full cancellation and refund are available.
  • After pickup, packing, or shipping has started — We refund the amount remaining after deducting costs already incurred (pickup fee, packing fee, etc.).
  • After international shipping has been dispatched — Refunds are limited, since the shipment cannot be reversed once sent.

Refunds are reprocessed to your original payment method (e.g. PayPal) and proceed on a business-day basis according to our payment processor's procedures.

4. Refund limits due to customs and duties

Customs duties, taxes, and procedures at the destination are the recipient's responsibility, and customs delays or rejections are not grounds for a refund. Please check country-specific prohibited items before submitting your shipment.

5. Refund inquiries

For refund questions, please contact us through one of the channels below along with your case number.