Frequently Asked Questions

Here are the ways that you can find the items.

1. At the main page of the site, you may use the search bar to use our search engine.
Product name or keywords can be entered the search bar for the items you desire.
This the most common way of finding item.

2. You can search the items by using the categories.
Please check the category on the top of the page and select the applicable category.

3. Using URL.
You can find the item by enter URL on the address bar.

When you shop at kmall24, you can check and collect your interested items separately by registering as wish list.
The item is registered when you click "Add to Wish List” which is the icon of heart shape.

Follow this link to view the list of the items you are interested.
▶ Wishlist

Also, you can check on top of the page “My Wishlist”.

The shopping cart has similar function of the offline shopping cart from the markets. You can put items during your online browsing and able to make one-time final payment for multiple items.
(When making quantity changes for the items, please make sure to re-adjust the additional cost / discount.)

The cart enables you to check each item price / discounted price / total delivery fee / total payment amount. Also selecting delivery destination and checking estimated international shipping fee is available.

Follow this link
▶Your Shopping Cart

You can order on the Web site and application of kmall24.
You can follow these steps bellow after logging in.
▶ Choose the items and add to cart on the item page > Click ‘Cart’ icon > View Cart > Proceed to checkout

To check your shopping list: My Account > My Orders


You can also check your shopping list which has passed over a month from the date of your order,

Follow this link to check
▶Your Shopping Lists

Please note that it is hard to change the option of your ordered items after the payment has been completed.
You can only modify the order's shipping information when the order status is 'processing'.

If you have inquiries on changing the shipping information, please contact our customer service en_help@kmall24.com along with your order number.
If you want to change the option of your ordered items, please cancel your order first by contacting our customer service en_help@kmall24.com and re-order the items.
However, if the oreder is already on delivery procedure, cancellation is unacceptable.

#Request available time : 9:30~18:30(Weekdays, Korea Standard Time)
- Please note that the chat service is not available during lunch time(12:30~13:30,Korea Standard Time)

Seller’s Store is a personal page of the seller, where individual kmall24 seller's items are viewed only. If you wish to view a particular seller's items all in one page, you may do so by clicking “Go to Seller’s Store” located on the bottom of the item image.

You can leave an inquiry to the seller through by following steps after logging in.
▶ Go to Item Page > Click "Wholesale Inquiry” > You can leave an inquiry.

If you have other inquiries, please contact our kmall24 customer service.

First of all, if you want to change the information, you must contact us en_help@kmall24.com
You are able to change the detailed delivery address of an order except for country and Email address only when the delivery status is 'Processing' whose status is right before the one seen as preparing for international shipment.
(It means that you are no longer allowed to edit the delivery information once the delivery status is changed to delivering the order status, 'On delivery')

Please follow the steps to see the delivery status of your purchased order.
▶ My Account > My orders > check the ‘Status’ of the order

International shipping is different depending on the delivery country and parcel’s weight.

Standard for international shipping fee:
Each item’s estimated weight is calculated, and international shipping fee is estimated once you put your address. The international shipping fee will be added in your payment once you place your order.

* Notice for customs (International Shopping)
For international shipping, depending on the recipient country’s customs, the custom tax may occur.
Please be noted that the tax incurred from the customs will need to be paid by the customer who have ordered the item. For more details, please contact the customs of the country you are residing in.

International shipping is processed as it referred below:
Once the seller ships out the item to the kmall24 warehouse, the warehouse classifies them then the international shipping is made by the delivery company such as EMS/DHL/K-PACKKET.

*Procedure for international shipping

1. Payment completed: domestic delivery requested
2. Planning to delivery: when the seller confirms the order (change in option or cancellation is available before the items get dispatched)
3. On delivery: domestic shipping to kmall24 warehouse (domestic delivery generally takes 2~5 business days)
4. Delivery completed: kmall24 warehouse confirms and calculates the weight, they will dispatch the parcel internationally within 1~2 business days.
5. On worldwide shipping: After all seller's items for a complete order has been collected, warehouse ship out the item internationally and the tracking is available. (International shipping generally takes 5~15 business days depending on the carrier)
* Please notice that if your order includes any item with specific ship-out date such as the pre-order or order-made items, your order may be delayed. (international shipping will start after the last collected item of your order is delivered to kmall24 warehouse.)
6. Worldwide shipping completed: item arrived.

※ Since we combine multiple seller's items within one shipment for international delivery, please refer to the dates above as an estimate consideration, especially if you need the items to be delivered before a specific date since we do not offer 'set date delivery'.

You can track the status of your order online at kmall24. Click on My Account > My Order and check the status of your order history. Click on the ‘VIEW ORDER’ for the shipment that you would like to track and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery.

Order Submitted - " Processing"
Once you have placed your order on kmall24 and your payment has been authorized, your order status will appear as "Processing". Once you have placed your order, it will be sent to our sellers to be processed and packed for shipment. Please allow 2 - 5 business days for the order to be processed and prepared for shipment.

Order Delivery - "On Delivery"
Once your order has left kmall24’s warehouse, the order status will appear as "On Delivery". Warehouse confirms and calculates the weight, they will dispatch the parcel internationally within 1~2 business days.

Order Complete - "Delivered"
your order will arrive in your home

We will try hard to make the delivery as fast as possible. However, here are the reasons for the delay in delivery.

1. Seller's delay in delivery due to stock issues / domestic delivery delays from the seller / delays due to seller's vacation, etc.
2. Delay due to domestic delivery company (due to weather, overwhelming number of delivery, etc.)
3. Warehouse not being able to identify the item, item lost, or unable to proceed to international delivery due to additional shipping cost payment not made yet.
4. Custom inspection

For more detailed information regarding to your order's delivery, please contact our customer service.

1. PayPal
- PayPal : Available on both kmall24 English site and Chinese site.

2. Credit Card issued in overseas
- Visa, Master, American Express, Discover network

3. Alipay
- Alipay : Available on both kmall24 English site and Chinese site.

Once the payment has been made, payment method is not able to be changed.

If you wish to change the payment method before delivery, you will need to ask us to cancel order and make a new purchase.
Please Email en_help@kmall24.com.

Cancelling is only available in 'Processing' status

PayPal is one of the payment methods,
If you don’t have the foreign credit card, you may process the payment with your PayPal.
You may use PayPal in kmall24 once you register the account at www.PayPal.com.

>Before shipping out

Once your order has been submitted successfully, the order will be in a "Processing" status. Your order is then "On Delivery," entering the shipping process almost 2-5 business day. The only time that you can cancel or modify your order is during " Processing" status. Once your order enters the shipping process by being "On Delivery", no further changes can be made.
>After receiving the items

The customer shall inspect the goods within a reasonable time after their receipt and shall be deemed to have accepted the goods unless within 7 days after their receipt the customer shall have notified the seller that the goods are rejected. If no such action has been taken, kmall24 shall consider the products being as described, of satisfactory quality and fit for their purposes, and may not accept any reject at a later date.

You can request for cancellation of an order which is in the statuses as 'Processing'.

If for any reason you are not satisfied with your order, please Email en_help@kmall24.com and we’ll provide you with further instructions on where returns should be shipped, and the amount you will be refunded.

However, once we ship the order which can show with the ‘On delivery’ status, then you may need to be in contact with us and we will ask the seller to complete the cancellation request as there could be a chance for the item to has already been dispatched which would require you to pay for delivery fee for a return.

Information about refund for each payment method is stated below.

1. Credit card
- The amount paid with credit card issued in overseas country will be made back to the card within 7-30 business days.
- The credit card refund can be checked within the same month or from the next month’s credit card statement for some cases. (Please contact your credit card issuer to learn about the refund amount once the refund process is completed from our system.)

2. PayPal / Alipay
- PayPal: The refunded amount will be checked within 20-30 business days.
- Alipay: The refunded amount will be checked within 15-20 business days.
(cancellation / refund can be checked in real time on the Alipay system.)

>Before shipping out

The delivery status shown as ‘Processing' can be seen either when the item has not been sent out from kmall24 warehouse yet or when the delivery has just started. So please Email(en_help@kmall24.com) us if you want to change your information

>After receiving the items

Requesting for an exchange/refund is available only for those who shall inspect the goods within 7 days from the date the item delivered and delivery fee for exchange will be required to the customer unless the item delivered is defective/damaged or incorrect.
Exceptionally, once you open the box which has value of commodities by itself, exchange could be difficult. Also, household appliances, edibles, used electronic products, furniture, order-made, event product(k-box, megadeal, etc.) CD/DVD/Books may not be eligible for return/exchange due to the item’s specialty.

To make an exchange/return/refund, please Email en_help@kmall24.com and we’ll provide you the details.

When you try to make a purchase with PayPal, some issue could occur temporarily within your PayPal account when processing a transaction due to the unstable connection between PayPal and kmall24 transaction.

Cancellation can be caused due to your Hardware Compatibility issue or an error during the process of PayPal-kmall24 transaction.

In this case, since such temporary issue occurs while it is processing the transaction, payment may not be successful, which means that there would be no money actually paid to any transaction.

So, please try make a new purchase after a few minutes.

(However, if the payment failure/cancellation by PayPal keeps on happening, then the situation can be in a different issue. Then Email en_help@kmall24.com by leaving an inquiry for detailed information.)

If an item in your order is out of stock after your order has been placed, the item out of stock will be cancelled from your order and you will receive notification via Email. All in stock items in your order will be shipped. If the order you placed met the free shipping threshold, but part of your order was cancelled by kmall24, the order will still ship for free.

Kmall24 service is designed to work with Chrome.

If you already use Internet Explorer, please be advised that you need to deactivate the pop-up blocker by clicking Tools > Pop-up blocker > off.
Some functions and features you use on other internet browsers (such as IE, Firefox, Safari, Opera and etc.) may not work.
Therefore, we recommend you use the Chrome browser to make sure our service display quickly without causing troubles.
If you already use the Internet Explorer, please go to Tools > Internet options > See the second sector > Click delete > Delete cookies, cashes, data, etc. > restart your computer, and try again.
Otherwise, it may occur temporarily, in that case, we would like you to re-try to do it after a few hours.
If you are already using Chrome and it does not work even though you tried after several hours, we hope that you could send us the screenshots which you find are related to the matter. (photos of every step till the error occurs are highly required.). Contact us to Email en_help@kmall24.com

The price can be changed due to seller’s selling regulations, which will not be acceptable reason to refund or exchange.

Please generously notice that free gift(s) from kmall24 may be excluded or replaced without notice in case the gift(s) are out of stock.

For international shipping, depending on the country’s customs, the custom tax may occur.
Please be noted that the tax incurred from the customs will need to be paid by the customer who have ordered the item.

For more details, please contact the custom of the country you are residing in.

Each country has different regulations for the importation of the food related items.
Countries that prohibit importation of the food related items are: Australia, Austria, Brunei, Czech Republic, Denmark, Mongolia, Netherlands, Swiss, Switzerland, Thailand, Turkey, and Ukraine, etc.

Countries with strict regulations are: Canada, Philippines, Taiwan, Germany, Vietnam, Sweden, and Indonesia, etc.
Therefore, please contact the custom of the country you are residing in.