FAQ

FAQ HELP CENTER

Use of Service

If you do not receive an e-mail from Olaeet, please check your “Spam mailbox”.
If you do not see an e-mail from Olaeet in your “Spam mailbox”, please contact Olaeet.

Olaeet’s service is available 24 hours a day.
However, if you enter Korean seller information, you may be restricted from using the service during Korean bank inspection hours as you cannot check receipts.
The following are Korean bank inspection hours.

Bank Name

Inspection time

Other inspection times

KB국민은행 / KB Kookmin Bank (004)

Every day 00:00 ~ 00:05

Every third Sunday of the month 00:00~07:00

신한은행 / Shinhan Bank (088)

Every day 23:50 ~ 00:05

–

IBK기업은행 / Industrial Bank of Korea (003)

Every day 23:50 ~ 00:10

–

NH농협은행 / Nonghyup Bank (011)

Every day 23:55 ~ 00:30

Every third Monday of the month, 23:55 ~ 04:00

우리은행 / Woori Bank (020)

–

–

하나은행 / KEB Hana Bank (081)

–

–

SC제일은행 / Standard Chartered Bank Korea (023)

Every day 23:40 ~ 00:30

Every third Saturday of the month/public holiday

대구은행 / Daegu Bank (031)

–

–

부산은행 / Busan Bank (032)

–

–

광주은행 / Gwangju Bank (034)

Every day 23:55 ~ 00:20

–

제주은행 / Jeju Bank (035)

Every day 00:00 ~ 00:10

Every Monday, Thursday, and Sunday 04:30 – 05:00

전북은행 / Jeonbuk Bank (037)

–

–

경남은행 / Kyongnam Bank (039)

–

First and third Monday of every month 00:00 ~ 03:00

우체국 / Korea Post (071)

Every day 23:50 ~ 00:10
Every day 04:00 ~ 05:00

–

수협 / National Federation of Fisheries Cooperatives (007)

Every day 23:50 ~ 00:30

–

새마을금고 / National Credit Union Federation of Korea (045)

Every day 23:50 ~ 00:15

–

카카오뱅크 / Kakao Bank (090)

Every day 23:57 ~ 00:03

–

KDB산업은행 / Korea Development Bank (002)

Every day 00:00 ~ 00:10

Second Sunday every other month 00:00 ~ 04:00

신협 / National Federation of Savings and Finance Cooperatives (048)

Every day 23:50 ~ 00:05

–

케이뱅크 / K Bank (089)

Every day 23:50 ~ 00:10

–

Membership withdrawal may contain important information such as order history, recharged amount, etc. that the customer requested but has not yet processed or is processing.
Therefore, if you wish to withdraw your membership, please contact Olaeet.
If you contact Olaeet to request membership withdrawal, we will check unprocessed history, recharged amount, etc. and help you withdraw your membership.

Olaeet sends a verification number to the customer’s mobile phone text message when signing up for membership.
Please check the verification number sent to your mobile phone text message and enter it correctly.
If you have any further questions, please contact us at the following e-mail address and we will assist you.
olaeet e-mail: [email protected]

When the delivery from the courier company to Olaeet is completed, it is usually registered within 1-2 days, excluding weekends and Korean public holidays.
Olaeet sends an e-mail to the customer at the same time as the registration of the receipt.
Sometimes, you may not receive the e-mail. In this case, please check your spam mail.
In other cases, please contact Olaeet and we will be happy to assist you.

Olaeet does not subscribe to insurance unless requested by the customer.
However, if the customer requests and pays an additional fee, we can help you subscribe to EMS shipping insurance.
If you wish to subscribe to insurance, please contact Olaeet.
* Please note that the following cases are not covered by EMS shipping insurance:
ㆍWhen mail is lost, stolen, or damaged due to force majeure such as fire or natural disaster
ㆍWhen it is due to the sender’s fault
– When mail is damaged due to poor packaging
– When mail is damaged due to the nature of the contents
ㆍWhen it is confiscated or disposed of by the relevant authorities due to being a prohibited item, etc.
ㆍWhen the recipient receives the mail without objection

We will check the items you requested and guide you according to the standards of the delivery country.
If you send prohibited items, you may be subject to criminal punishment under the Customs Act and may be returned, discarded, and subject to customs duties. Olaeet cannot be held responsible for this.
The following are common prohibited and restricted items by country. (Source: EMS)
If you have any additional questions, please contact Olaeet and we will check and guide you by country.
Also, regulations may change. Olaeet will do its best to ensure that customers receive the items they want.
ㆍㆍ Common Prohibited Items by Country ㆍㆍ
ㆍAlcoholic Beverages
– Perfumes and skin products containing alcohol are also prohibited
ㆍAnimal Products-Non-domesticated
– Cows, goats, sheep, and pigs are considered domestic animals, and other animals are considered unprocessed animals, and items and products from them are prohibited for shipment
– Products from unprocessed animals are clothing (shoes, belts, wallets, handbags), ornaments (jewelry, home decorations), or other by-products, and are made from the following items:
– Amphibians, birds, crustaceans, fish
– Cows, goats, sheep, and pigs are considered domestic animals, and other animals are considered unprocessed animals, and items and products from them are prohibited for shipment
– Coral, shells, animal sponges
– Horns, claws, hooves, nails
– Ivory, teeth, tusks, beaks
– Turtle shells
– Whale baleen (including powder and waste of these products)
ㆍTobacco and tobacco products
– Including electronic cigarettes
ㆍDry ice
– Includes refrigerants and is considered dangerous goods
ㆍSmall firearms and weapons, model firearms
– Includes toy weapons and firearms
ㆍKnives
– Weapons intended for physical harm are prohibited
– Generally, knives, utility knives, and pocket knives used for food preparation can be shipped, but weapons, switch blades (knives with protruding blades), swords, and bayonets are prohibited
※ Refer to the prohibited and restricted items of each country (e.g., China prohibits all types of knives except butter knives)
ㆍGenerators
– Most generators are tested with gasoline, but even if all the gas in the tank is drained, residue remains, which is dangerous and flammable, so they are prohibited
ㆍAlcohol, cosmetics containing alcohol
ㆍItems that are difficult to measure in value
– Examples) Coins, currency, stamps, securities, money orders, unset jewelry, industrial diamonds, human remains
ㆍCarnet
– Items on display that require Carnet clearance
ㆍCash
– No expensive stamps, securities
ㆍCorpses
– Human remains, including human and animal remains
ㆍIvory and ivory products, furs
ㆍCash and transferable items
ㆍLiving plants and animals
– Seeds, vegetables, and vegetables
ㆍDangerous goods/hazardous items
– Gas, radioactive materials, fire extinguishers, sprays, etc. cannot be sent
ㆍPornography
ㆍSpecial items
– Examples) Artwork, antiques, jewelry, gold, silver, etc.
ㆍRaw stones
– Loose stones, all types of pearls, cut or uncut, and semi-precious stones (amethyst, aquamarine, citrine, garnet, turquoise, topaz, onyx, opal, etc.) and all gems (diamonds, emeralds, rubies, sapphires) are prohibited.
ㆍFood and Medicines
– All food and medicines (However, in the case of medicines, the sender must check with the destination country whether or not they are cleared through customs, and additionally, a prescription issued in English is required.)
ㆍMagnets
– Only 1~2 refrigerator magnets can be shipped
ㆍFlammable products
– All flammable products such as methanol, acetone, nail polish, candles, and matches cannot be shipped
ㆍAirline tickets
– Except for countries that prohibit the shipment of airline tickets, all airline tickets with an indefinite date or valid can be shipped, but you must check whether they are documents or non-document shipments
ㆍPrecious metals
– Precious metals must not exceed USD500 per package. (Imitation precious metals are not included, and up to USD50,000 can be shipped per package)
– Items made of unprocessed, semi-finished products, or powdered precious metals including gold are prohibited
ㆍLithium batteries or installed items
– Please inquire about IATA shipping regulations as they are complicated! If it is possible to ship, a label must be attached after completing the SAFETY DOCUMENT
ㆍNegotiable Items
– Negotiable items (e.g. bank drafts, bearer bonds, bearer stocks, bonds, checks, deposit slips, checks (both unused and written checks), credit cards, letters of credit, lottery tickets, money orders, promissory notes, stocks, traveler’s checks (both unused and written checks) are restricted items, so you must check with each country to see if they are allowed to be shipped.
ㆍSpeakers
– Speakers containing magnets cannot be shipped.
ㆍWatches
– If a watch contains more than 50% of precious metals (gold, silver, platinum) or jewels (diamonds, emeralds, rubies, sapphires), the watch is considered jewelry.

Shipping Service

In principle, the customer is responsible for filling out the ‘Customs Information’.
When applying for the delivery service, the customer can fill out the ‘Customs Information’ by referring to the example below for the type, quantity, and price of the items requested. The customs information you have provided will be used to declare customs through the shipping company, so please fill it out faithfully.
[Example of customs information]
– Keyring / 1 piece / 10,000 KRW / Total 10,000 KRW
– Figure / 5 pieces / 15,000 KRW / Total 75,000 KRW
– Photocard / 6 pieces / 5,000 KRW / Total 30,000 KRW
– Nail Tip / 3 pieces / 25,000 KRW / Total 75,000 KRW
– Total 190,000 KRW
If the ‘customs information’ is not entered and the customs declaration is not processed or is declared with false information, a surcharge may be added, and items being shipped overseas may not be cleared by customs and may be discarded.
In this case, if a problem occurs with customs clearance, the customer must contact customs directly.
Please note that additional charges may be incurred if a problem occurs due to ‘customs information’.
Olaeet is not responsible for damages caused by the above reasons.

If the customer identification code (created by the customer) or customer address code (6 digits) created by the customer after signing up for membership is not accurately entered by the seller or the place of purchase, the product will be classified as ‘Unknown Recipient’.
The delivered product will not be updated normally on the customer’s service page and will be stored separately.
If an item is likely to be classified as ‘Unknown Recipient’ as above, please leave the shipping company, tracking number, and purchase-related supporting documents (order form, order details, etc.) of the product at the customer center.
Once the inquiry is received, the product will be reviewed within 5 business days and processed so that the customer can check it on the service page.

Yes, you can.
If you send items purchased overseas to Olaeet, you can request delivery after the items arrive and have them delivered to another destination (overseas or domestic address).
However, all items imported from overseas to Korea must go through customs clearance procedures, and customs duties may be imposed during the customs clearance process.
All additional costs (domestic shipping costs, customs duties, etc.) incurred until items purchased overseas are delivered to Olaeet must be borne by the customer.
Please note that if additional costs are incurred, you must first pay the costs to Olaeet before receiving the items from Olaeet.

When shipping items with Olaeet, you can enter your personal contact information for the shipping information.
If you do not have a Korean contact, you can use Olaeet’s contact information.
You can check Olaeet’s contact information by logging in to https://app.olaeet.com.
※ ​​Olaeet’s contact information can only be used for shipping information and cannot be used for ‘purchasing items or services, signing up for membership, or verifying identity’. If you use it for purposes other than shipping information, you may be punished for violating the Electronic Commerce Act.
※ ​​If you enter the contact information in the product order information, you may not receive important notices or guidance from the seller or online shopping mall. Please use the contact information only for shipping information. Olaeet is not responsible for any disadvantages caused by misuse of contact information.

For the recipient name of the delivery information for the items you purchase to be delivered to Olaeet, please enter your name and the customer personal identification code or personal address code you created when you signed up for Olaeet.
When Olaeet receives your items, when updating the items on your service page, we will check if the customer identification code (created by the customer) or customer address code (6 digits) you created after signing up for the items matches your member information.
If the two pieces of information do not match, the items will be classified as ‘Unknown Recipient’ and will not be updated properly on your service page and will be stored separately.

Yes, you can. You can use Olaeet’s delivery service even if you do not use other services such as payment services or purchase services operated by Olaeet.
If you do not purchase items using Olaeet’s purchase service, there may be restrictions on using additional services provided by Olaeet.

ㆍSafe storage management for delivered items
Olaeet’s warehouse is managed by installing CCTVs from multiple angles inside the warehouse, and is managed and supervised 24 hours a day by a security company.
When you deliver the items you ordered to Olaeet’s warehouse address, they will be safely stored in Olaeet’s warehouse until the customer requests delivery.
ㆍSave on shipping costs through packaging and discounts
You can save on shipping costs by repackaging (bundled packaging/separate packaging) when you request delivery.
In addition, additional shipping discounts through Olaeet’s contracted shipping company are applied to lower shipping costs.
ㆍProvides various additional services
Olaeet’s delivery service provides various additional services such as photo/video shooting service when receiving items, repackaging service such as bundled packaging/repackaging/separate packaging/vacuum packaging/custom packaging when shipping items, convenience store courier pickup/return/disposal service, and invoice issuance.
You can prevent problems (damage, loss, etc.) that may occur during delivery from the time of receipt of goods by using various additional services.
However, additional services may incur costs depending on the item.
ㆍSupport for smooth customs clearance procedures through review of customs declaration forms
Olaeet carefully reviews the customs declaration forms you have filled out and provides guidance on issues that may occur during customs clearance at the destination.
Using Olaeet delivery service, you can prepare for problems that may occur during customs clearance after the goods arrive at your destination, allowing you to receive your goods smoothly.
ㆍContinuous tracking management after goods are delivered
Olaeet delivery service continues even after the goods are shipped to their destination.
Olaeet tracks and manages the goods until they are accurately delivered to their destination. Even if an issue occurs during delivery, we support you to resolve the issue smoothly.

ㆍOlaeet membership registration
You need to register to use Olaeet services. You can register for Olaeet by linking with Google, Apple ID, Facebook, X, Line, and KakaoTalk, or by entering a separate email address and password.
ㆍCreate personal identification code after registering as an Olaeet member
After completing Olaeet membership registration, you can create a personal identification code. The generated code cannot be changed and is used as an immutable code that allows the system to recognize the services provided to you.
ㆍFree personal address code issuance
You can check the ‘personal address code’ issued for free when using Olaeet delivery service, and you can check your unique Korean address through ‘View full address’.
ㆍDelivery of goods to Olaeet warehouse
When purchasing goods you wish to purchase, you can send the ordered goods to the unique Korean address issued by Olaeet.
When entering the delivery address to send goods to Olaeet, your personal identification code or personal address code must be entered. If the personal identification code or personal address code is not entered or entered incorrectly, items delivered to Olaeet will be classified as ‘Unknown Recipient’ due to lack of customer information and cannot be received normally.
The delivered items will not be registered normally in the delivery service and will be stored separately.
ㆍCheck if the item is registered in the Olaeet delivery service
If delivery is completed normally, you can check if the ordered item is registered normally in the delivery service.
Olaeet will register the item in the delivery service as soon as it receives the item you sent.
If there are many items received at the same time or items received outside of business hours are registered sequentially from the next business day. If the item is not registered in the delivery service even after 5 days have passed since the item arrived at Olaeet according to the delivery tracking results, please contact the customer center.
ㆍApply for Olaeet’s shipping delivery service
You need to apply for the shipping delivery service after checking the previously delivered items and newly added items in the delivery service.
You can apply for shipping delivery by selecting only the desired items from all received items.
ㆍCheck the packaging status of the product and packaging
Olaeet staff will proceed with packaging the product once they confirm the contents of the delivery service application requested by the customer. Once the packaging is complete, you can check the packaging status by updating the photos taken during the packaging process.
If any abnormalities are found during the packaging of the product or if the customer’s confirmation is required, the relevant information will be sent via email. If there is no response from the customer, the delivery service process may be delayed or suspended. Please check your email periodically after applying for the delivery service.
ㆍDetermination of delivery fee and payment of delivery service fee
When the photos are updated after the packaging is complete, the delivery fee information of each available cooperating carrier will also be updated. You can compare the delivery fees of each cooperating carrier and select the desired carrier to make the payment.
In the case of delivery fee, if payment is not made for a long period of time, the delivery fee may change due to an increase in fuel surcharge. Also, if payment is not confirmed for more than 1 year, the product may be disposed of.
ㆍHandover to the selected carrier after reviewing the customs information
Once the payment for the delivery service is confirmed, the customer’s item will be handed over to the selected carrier after reviewing the customs information entered by the customer at the time of application. If an error is found during the review of customs information or if your confirmation is required, the relevant information will be sent via email. If there is no response from the customer, the process of sending the goods to the destination may be delayed or stopped. Please check your email periodically after paying for the delivery service.
Depending on the circumstances of the carrier, weather, etc., the goods may not be handed over to the carrier on the day of payment. If there are too many items paid at the same time or items paid outside of business hours, they will be handed over to the carrier sequentially from the next business day. If Olaeet has not handed over the goods to the carrier even after 3 days of paying for the delivery service, please contact the customer service center.
ㆍDelivery of goods to the destination
Once the goods are sent to the destination, you can check the name of the carrier and the waybill number on the details page of the delivery request you submitted.
Additional costs (customs clearance costs, storage costs, transportation costs, etc.) may be incurred depending on the local customs and carrier circumstances. Olaeet cannot confirm the additional costs as they may change depending on the situation. If a problem occurs during the delivery of the goods to the destination, we will share the relevant information via email. If you do not respond, the item may be damaged or discarded. Please track your shipment regularly and check your email frequently until you receive the item.

Olaeet delivery service is a service that you can use when you send the items you ordered directly to the Olaeet warehouse.
Items stored in the warehouse are safely packaged through repackaging (bundled packaging/separated packaging) according to the customer’s delivery request, and can be delivered easily and conveniently to domestic and international destinations.

The email address you entered when signing up can be changed. You can register a new email address you want to use in your user information and then delete the existing email address.
However, the customer identification number you entered when signing up cannot be changed because it is used as your unique number in the Olaeet service. If you want to change your customer identification number, you must contact the customer service center or sign up again.

When Olaeet ships the goods to the address requested by the customer, the shipping information (carrier name, tracking number, etc.) is provided in the “Detailed Information” of the request in “Olaeet > Storage”.
You can check the information through “Tracking Delivery”.
Tracking Delivery Service: parcels
In addition, customers are requested to periodically check the delivery tracking and the email sent by Olaeet until the goods are received.

After logging in to Olaeet, click the “Copy” button on the right side of the customer code in the upper left corner to copy the Olaeet address. You can “paste” the copied address to the necessary location, such as a shopping mall.
Olaeet’s address is as follows.
When entering the address, please be sure to enter the customer code at the end of the address.
ㆍKorean address
우편번호 : 07788
주 소 : 서울시 강서구 마곡서로 158 (마곡동, 마곡센트럴타워II)
상세주소 : 1116호, Olaeet [Enter your code (e.g. MYCODE)]
ㆍEnglish address
Zip Code : 07788
Address: #1116, 158, Magokseo-ro, Gangseo-gu, Seoul, Republic of Korea [Enter your code (e.g. MYCODE)]

ETC

PCCC (Personal Customs Clearance Code) is a serial number issued by the Korea Customs Service to Korean citizens and is called ‘Personal Customs Clearance Code’. It is used to report imports when importing goods from overseas. All Korean citizens can issue it through the Korea Customs Service website, but it is not possible to issue it if you are a foreigner. If you are a foreigner who cannot issue a PCCC, you can use your passport number instead of the PCCC. If you need a PCCC when sending goods to Olaeet from overseas, please use your passport number instead of the PCCC. For more information about PCCC (Personal Customs Clearance Code), please refer to the Korea Customs Service website below. Go to the Korea Customs Service website