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

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Q. How to contact us?
[PC version]
You can contact us by visiting "My page"->"Message"->"Inquiry completion" section
> https://www.okvit.com/qna/index/?qna_ansstatus=N
Click Question button, which on the right side, to make a question to us.

Besides, we will highly appreciate if you checked FAQ page first. If it didn't help, please check "Question OKVIT CS Team" button, which is on the downside of the FAQ page.
> https://www.okvit.com/cs/faq/

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

In addition, you can send email to help@okvit.com.

[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!
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?
7 or more days passed, but items have not been shipped by seller, you can contact OKVIT CS Team to check shipping schedule with seller.
Also, if you do not want to wait any more, you can tell OKVIT CS Team to cancel delayed items and ship remaining items ASAP.
Cancel Items or Orders
You can cancel items or orders that haven't entered the international shipping process yet by visiting the Message section in "My page".

To cancel an item or an entire order:

1. Login your account and go to "My page"
2. Click "Inquiry Completion"
3. Click "Question >" button and visit "CONTACT DGG CS TEAM" page
4. Fill in the form and click "CONTACT US"
* Select "Cancellation" as type.
* Write down order number(K********) and items name which you wish to cancel.

If it is difficult for you, please send email to help@okvit.com to tell us that you wish to cancel order. Make sure that order number(K********) and items name which you wish to cancel is included in the email.

After submitting the cancellation, we'll send you a confirmation message.
You can find it on "Answered Completion" section in, next to "Inquiry Completion".

Cancellation Process:

After submitting the cancellation, we'll tell seller to cancel it.
When cancellation is completed, we'll send you a confirmation message to the e-mail address on your account.
You can also confirm that the order was cancelled by visiting "My order" page. If you see the order moved to "Order Cancellation" section, it was successfully cancelled.

1. Message sent after work will get response on next day.
* OKDGG working time is from 9:30 am to 6:30 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 OKDGG.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 OKDGG.COM nor seller error, the cost of return will 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, 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

How to return items?

1. Login your account and go to "My page"
2. Click "Inquiry Completion"
3. Click "Question >" button and visit "CONTACT DGG CS TEAM" page
4. Fill in the form and click "CONTACT US"
* Select "Return / Refund" as type.
* Write down order number(K********) , items name which you wish to return, the reason of return.
* Tell us you have checked return policy above and agree with it.

If it is difficult for you, please send email to help@okdgg.com to tell us that you wish to return items. Make sure that order number(K********), items name, return policies agreement content is included in your email.

After submitting return, we'll send you a confirmation message by email and check with seller about whether it is returnable in the meantime.
When get the permission from seller, we will send an email to you to tell you the return address and some attentions.

5. Prepare your package for return.
Pack your item securely and insert "OKDGG 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.

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.

For more information information about refunds and refund amounts, go to FAQ - Cancel & Return & Refund - "About Refunds"
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.

Waht 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.
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 OKDGG, but may be refundable.

4) 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). In this case, items are non-refundable according to the policy of sellers.

5) 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.

6) Damaged, defective, signs of use, stains, laundry, applied perfume, repaired, missing tag due to customers mistake
> https://www.okvit.com/qna/index/?qna_ansstatus=N

同时,您还可以在查看FAQ(常见问题)之后,如果没有解决您的问题,请点击下方的”咨询OKVIT客服 “
> https://www.okvit.com/cs/faq/

点击右上角购物车旁边的菜单栏,点击”Ask Now!“按钮进行咨询。



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


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。
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”



2. 下列情况不接受退货

3. 退货步骤
- 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

4. 退款


* 请注意,退款公司显示为KG_INICIS,不是OKVIT。


2)手工制作 & 定制商品


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。


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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