FAQ

Guide of OKVIT service and information.
Can't find any answer? Feel free to contact OKVIT CS Team anytime.

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OKVIT Working Time
Office of OKVIT.COM located in Korea. Korea time is the reference time we used.

[OKVIT Customer Service Team]

Working Time: 10:00 - 17:00 (Korea Time)
* Day off on Sat, Sun, Korea Public Holiday.

-Note-
- Questions, which is raised during working time, will be replied in 1~5 hours.
- Questions, which is raised after work, will be replied next day.
- Questions, which is raised during weekends or holiday, will be replied after get back to work.

To customers who lives in USA and Europe >>
Due to time difference, it is not able to reply right away. But we will do the best to reply on next day, after going to the office.

[OKVIT Warehouse Team]

Working Time: 10:00 - 18:00 (Korea Time)
* Day off on Sat, Sun, Korea Public Holiday.
Q. How to contact us?
[Question board PC version]
At the bottom of the homepage, you will see "CONTACT US HERE" button on customer service section.
Click it and go to question board to enter your inquire.

[Question board Mobile & APP version]
Click the side menu, which is on the right top of the main page, right side of cart.
Click "Ask now!" button to make a question to OKVIT CS Team.

[E-mail]
In addition, you can send email to help@okvit.com.
** Please do not attach any file on email. If you need to send picture to us, please use Question board.

How to check reply?
[PC version]
Go to "My page">"Message">"Answered completion" section to check reply.
[Mobile & APP version]
Check on PC version or email(inbox as well as junk box)

[Notice About Reply]
OKVIT CS Team located in Korea.
Our business hour is Korea Time 10:00~18:00, Mon.~Fri. (Weekends and holiday day off)
We will do the best to reply you in 24h on business day.
Thank you for your understanding and cooperation!
About your bill of credit card (KG_INICIS)
※ About KG_INICIS
KG_INICIS is our PG cooperation company. On your bill, our transaction is marked as charged by KG_INICIS, not OKVIT nor the brand you ordered.

If you have any queries about your card bill, we are happy to check it for you.
Q. How long does it take to deliver after make a payment?
Generally, it's take about 7~20 business days to deliver your package, based on local shipping conditions.
In case out of stock, customized item, holiday or other issue, shipping delay may occur.

For more information, please refer to FAQ -> Shipping & Shipping Rate > General Shipping Times and International Shipping Times
Q. What should I do when shipping delay?
Seven or more days passed, but items are still under domestic shipping process :

Seller will prepare all items you ordered and ship them together to OKVIT warehouse.
But in case one or two items you ordered are out of stock and seller need to order them from manufacture, entire order will be delayed.

You can contact OKVIT CS Team to check which item is delayed and when seller estimate to ship them.

In addition, after get feedback from OKVIT CS Team, you can decide whether cancel the delayed item to let remaining items shipped quickly.
Cancel Items or Orders
You can cancel items or orders that haven't entered the international shipping process contact with OKVIT CS Team.

Information needed to process cancellation >>
1) Order number
2) Items' name which you wish to cancel
3) The reason of cancellation
* If you state the reason of cancellation or the problem, CS Team will be able to give you better suggestion to solve this problem.

After submitting the cancellation, we'll send an email to notice you.

Cancellation Process:
1) Submit cancellation request from customer.
2) Transfer the message to seller.
3) Process cancellation and refund by seller.
4) An email is sent to your email address to notice you that cancellation is completed. You can also confirm that the order was cancelled by visiting "My order" page.

Notice:
1. Message sent after work will get response on next day.
* OKVIT working time is from 10:00 am to 17:00 pm (Korea Time). Day off on Sat, Sun, Public holiday of Korea.
2. Please give sellers 2~3 business days to process cancellation after submitting request.
3. If shop have shipped out your items, cancellation fee will be charged. For more information about cancellation fee, please refer to FAQ - Cancel & Return & Refund -"Cancellation Fee".
4. Some items are Non-Refundable. For more information about non-refundable, please refer to FAQ - Cancel & Return & Refund - "Non-Refundable items"
5. For more information about refunds and refund amounts, go to FAQ - Cancel & Return & Refund - "About Refunds"
Return Items You Ordered
Items shipped from OKVIT.COM can be returned within 5 days of receipt of shipment in most cases. Some products have different policies or requirements associated with them.

Return Policies:

1. Return Cost
If the reason for return is neither a result of an OKVIT.COM nor seller's error, the cost of return should be at your own expense. Return cost include following two sections:
1) International shipping cost to Korea
2) Cancellation fee of $4.5, which deducted from your refund by each shop.

2. In this case, items are not returnable
1) Damaged, defective, signs of use, stains, laundry, applied perfume, repaired, missing tag
2) Pre-order, custom-made, imported items, some of gold and silver products, earrings, underwear, digital Products, tickets, stated non-refundable on detail page
3) Exceed 5 days of receipt of shipment

3. How to request return?
Contact with OKVIT CS TEAM (Please refer to "How to contact us")

4. What information should be stated on question board?
1) Order number (ex. K190******)
2) Item's name
3) The reason of return
4) Tell us whether agree with return policy above.

After submitting return, we'll send you a confirmation message and you can find it on My page > Message > Answered completion section.
In the meantime, we will check with seller about whether it is returnable.
When get the feedback from seller, we will send an email to notice you the return address and some attentions.

5. Prepare your package for return.
Pack your item securely and insert "OKVIT Return Label" filled out and ship out the parcel.
* You should ship out your return parcel within 3 days from received return address.
* You should make sure that return parcel will arrive at Korea within 10 days from shipped out.
If not, seller have the right to refuse making refund due to item out of season.

6. Reply us with your tracking number.

About the refund:

After the seller has received your item, it can take up to 1~2 weeks for us to receive and process your return.
When shop received your items and confirmed the condition of items are well, we will send you confirmation message and make a refund.

- Note –
International shipping is different from domestic shipping that it takes a long time to deliver to destination. Please understand, if you keeps products a long time, when it shipped back to Korea, seller is impossible to sell it in normal price due to season off. When you wish to return, please take action ASAP.
1) We suggest you inspect all products right away at the time you received parcel, in case item damaged, wrong item shipped, wish to return or other issue. In case exceed return available period, return is not available regardless any reason. We will highly appreciated if you make request of return at the day you received parcel.
2) You should ship out the parcel in 3 business days after we sent the email of return address. After get the confirmation of return submitted, return address will be sent to you within 2 business days generally. If you have a return request, please check your inbox as well as junk box in time in case didn’t find email and miss the return available time.
3) When ship back the parcel, you should make sure it will delivered to Korea in 10 days. In case shipping delays serious, refund might be not available due to item out of season. Suggest you check the shipping speed with express company in advance.
4) Please be care when try on. In case foundation or lip makeup stained the clothing, refund will be refused by seller, especially collar and neck-line.
Q. Why my order is cancelled without my permission?
If order is cancelled without your request, it should be caused by following reasons
>
1) Items on OKVIT are sold by individual sellers. Some of them may order items from manufactures after customer purchased items. But for some items, manufactures may have stopped producing when seller place order. It will led to a cancellation without your permission.
But we will do the best to notice you by email, if seller requested.
2) Battery, frozen food, fragile products or items cannot be shipped by air will be cancelled when OKVIT warehouse check and package your order. We will notice you by email about the reason of cancellation.

What should I do if the remaining amount is less than free shipping standard after cancelled?
You don't need to do anything. You will still enjoy free shipping because this problem is caused by provider.
Q. When can I get a refund?
It will take 2~3 weeks to get a refund after cancellation completed.

* Please note that, on your card bill, refund company is KG_INICIS, not OKVIT.
* Refund is processed by each brand seller. If you ordered from 2 sellers and requested to cancel the entire order, you may get refund separately.
Non-Refundable Items
Some items are non-refundable because of characteristic itself.

1) Kpop Items
All of kpop items are non-refundable. For some items, cancellations after payment completed are not allowed.
Most of KPOP items are pre-order items. Customer can order items during pre-order period. After pre-order period, shop will begin to produce items according to order list. If you cancel items during producing period, shop cannot sell it to anyone one else because order period ended.

2) Handmade & Customizable Items
Due to personal configuration, inscription, or design on these products, seller is not required to accept returns or exchanges unless the products are damaged or defective upon arrival. Include customizable shoes, customizable clothes, pre-order jewelry and watches, ect.

3) Underwear
Underwear, sock, legggings, stockings are not refundable on OKVIT, but may be refundable.

4) Imported items (수입)
Imported items are non-refundable after customer placed order. When you placed order, seller need to import it from other countries. Regardless of whether shipped international, when seller order it from overseas, international shipping fee occurs. So, for import items, refund will be impossible right after payment completed.

5) Stated Non-Refundable on Detail Page
For some items, it stated items are non-refundable on detail page. Or set non-refundable as an option, you can find it when add items into cart(It may be in Korean language, ex. 교환반품 불가 and etc). In this case, items are non-refundable according to the policy of sellers.

6) Exceed 5 days of receipt of shipment
Exceed 5 days of receipt of shipment, any return and refund will be not available. In case of return, damaged, wrong items or any issue to let you request a refund, you should make sure that contact us within 5 days.

7) Damaged, defective, signs of use, stains, laundry, applied perfume, repaired, missing tag due to customers mistake
I can't receive order comfirmation email from OKVIT
If you didn't receive email from OKVIT.COM, it may due to following problems >>

1) Email is sorted to junk box.
2) Email is denied by your email system.
3) Requested unsubscribe before.
4) The email, which you left as OKVIT account, is incorrect.

What should I do to receive email notice from OKVIT?
1) If your email is sorted into junk box or denied by email system >>
Set help@okvit.com into white list on your email to make sure you will receive all email from help@okvit.com.
2) If you request unsubscribe, you will be not able to receive all emails from OKVIT, include advertising, order notice as well as customer service email. Please your carefully chosen !
3) OKVIT account is your email. But in case it is incorrect, you will be not able to get any email from OKVIT.COM.
问题:如何联系我们?
[网页版]
点击主页下方“CUSTOMER SERVICE”栏中“CONTACT US HERE”按钮,进入咨询板页面填写咨询信息。

[手机版&APP版本]
点击右上角购物车旁边的菜单栏,点击”Ask Now!“按钮进行咨询。

[E-mail]
另外,您还可以发送邮件至help@okvit.com

[关于回复]
OKVIT客服中心位于韩国首尔,业务时间为韩国时间上午10点~下午5点,周一至周五(周末、韩国节假日休息)
我们会尽最大努力,工作日期间在24H之内回复您。
感谢您的支持和厚爱!
问题:付款后多久可以收到商品?
一般情况下,7~20个工作日内可以收到商品,由于各地区的快递情况,会略有差异。
当出现无现货、定制商品、假期和其他特殊问题时,有可能出现配送延迟。

中国地区:正常下单后9~17天 / 快递公司 EMS
香港、台湾、澳门:正常下单后4~10天 / 快递公司 顺丰 or EMS

其他国家,请参照Shipping&Shipping Rate > Globel Shipping Times
问题:出现配送延迟,我该做什么?
如商家未在7个工作日内发货,您可以联系我们催商店发货。
同时,如果您不想再继续等下去,可以通知我们取消延迟的商品,尽快发送已到货的商品。
取消商品或订单
您可以联系我们,申请取消尚未进入海外配送环节的商品或订单。

接收您的信息之后,我们会安排联系卖家取消商品或订单。
完成取消后,我们会以邮件的方式通知您。同时,您还可以在“我的订单”页面进行查询。

[注意]
1. 工作时间结束后发送的信息,将于下一个工作日上午进行回复。
OKVIT工作时间:韩国时间上午10:00~下午18:00(周末、韩国节假日休息)
2. OKVIT受理取消之后,卖家会在2~3个工作日内完成商品取消。
3. 当商店已发货时,将收取取消手续费。如想了解更多取消手续费详情,请参考FAQ-"取消&退货&退款"-“取消手续费”。
4. 部分商品属于订购后不受理退换货、取消的商品,如恤了解详情,请参考“不退不换商品”
5. 关于退款详情,请参考“关于退款”
退货规定
大部分情况下,从OKVIT.COM订购的商品均可以在收取后5天内申请退货,部分特殊商品根据其自身特性,会有不同规定。

【退货政策】

1.退货费用
导致退货的原因不是OKVIT和卖家过错时,退货费用需要客户自行承担,退货费用可分为如下两条:
1)配送回韩国的国际运费
2)取消手续费约合4.5美元,该费用将从退款中扣除。

2. 下列情况不接受退货
1)商品受损、瑕疵、使用痕迹、污渍、洗涤过的商品、喷洒香水的商品、改动过的商品、丢失标牌的商品。
2)预售商品、定制商品、含金银成分的高价饰品、耳环、内衣、数码产品、票据、详图上标有不退不换的商品(有些商品是韩文标注)
3)收取超过5天

3. 退货步骤
1)联系我们并告知如下信息
订单编码、需要退货的商品名称、告知您同意退货政策和费用
2)我们会联系商店,协商是否可以退货
3)商店同意退货后,我们会以邮件的形式通知您退货地址和注意事项
4)打包包裹并发送至指定退货地址
- 请妥善打包您的包裹,并将填好的“OKVIT退货标签“插入到包裹内
- 收到退货地址后,请在3个营业日内发出您的退货包裹
- 您需确保您的包裹在10个营业日内到达韩国
5)发送包裹后,请回复您的单号,以便查询配送状态

4. 退款
卖家收到您的商品后,验收商品后,会在1~2周内安排退款,完成退款后,我们会发送电子邮件通知您。
如需了解更多关于退款问题,请参考“关于退款”
问题:为什么我的订单在没有我的确认下被取消了?
下面几种情况会导致订单突然被取消:

1)商品断货。OKVIT销售的商品均属于各卖家,部分卖家会在收到订单后,向制作商下单。部分商品在商家下单时,制作商已经停止生产,则会造成订购后断货的情况。
如商家申请,我们会尽最大努力通知您订单详情。
2)OKVIT物流中心在打包时,如有发现含有电池、冷冻食品、易腐商品以及其他无法空运的商品,将会安排取消。同时,会以邮件的方式通知您。

取消之后,总金额不足包邮标准的情况:
您无须担心,工作人员在核实订单后,会为您安排包邮。
问题:退款何时到账?
取消完成,2~3周内到款。
* 请注意,退款公司显示为KG_INICIS,不是OKVIT。
不退不换商品
部分商品,由于其本身特性,付款完成后无法受理退换货。

1)KPOP商品
所有KPOP商品均属于不退不换商品,部分商品在完成订购后,不受理退款。
大部分KPOP商品为预售商品,客户可以在预售期订购商品,预售期结束后,卖家开始根据订单着手生产商品。如果您在生产期间申请退款,卖家生产商品后,将无法转售给其他客户,因此KPOP预售商品不退不换,敬请谅解!

2)手工制作 & 定制商品
定制商品、镶嵌个性符号、特殊设计商品均不受理退换货,本身商品瑕疵除外。包括手工定制鞋、定制服装、预售商品、珠宝首饰、手表等。

3)内衣
内衣、袜子、丝袜、打底裤均不受理退换货,但在商家同意的情况下,可以受理退款。

4)商品页面中标有不退不换的商品
商品页面中标有不退不换的商品,或将同意不退不换作为选项的商品,这样的标注可能使用了韩文,但这种情况下依然不受理退换货。例如: FIona商店的鞋包、katieshop商店的所有商品。

5)收货超过5天
配送单号记录中,投递超过5天的,不受理任何退换货。损坏、寄错商品、其他商品问题均需在5天内联系我们。

Can not find currect answer?Question OKVIT CS Team >

  • Inquiries? Please contact us at
  • Tel : 070-8290-7900 (+82-70-8290-7900)
  • E-mail : help@okvit.com
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