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Customer Service

How can we help?

FAQTOP 10

We are unable to ship to countries that are not on the shipping list
*The delivery services for some countries are temporarily suspended.
(example: RUSSIAN FEDERATION, UKRAINE)
*The Country / Region can be removed or may change at any time upon the courier's circumstances.

We are able to ship to the following countries.
*For a full list of countries available for shipping, you can check the "Country / Region" list on your CHECKOUT step.

1. Shipping Company: DHL 
AUSTRALIA (Oceania), BOLIVIA, GUAM, ICELAND, ISRAEL, MACAU, NEW ZEALAND, OMAN, PHILIPPINES, PUERTO RICO, U.S.A(excluding certain states for FedEx service), CANADA, UNITED KINGDOM, VENEZUELA, UNITED ARAB EMIRATES, QATAR, SAUDI ARABIA, BAHRAIN

2. Shipping Company: FedEx
U.S.A(Washington, Texas, Illinois, Tennessee, Georgia, Florida, Pennsylvania, Arizona, Colorado, Nevada, Wisconsin)

3. Shipping Company: LX PANTOS
HONG KONG, JAPAN, SINGAPORE
*Packages may transfer to EMS EXPRESS upon the courier's circumstances

4. Shipping Company: EMS 
AUSTRIA (Europe), BELGIUM, BULGARIA, CHILE, CHINA, CYPRUS, CZECH REPUBLIC, DENMARK, FINLAND, FRANCE, GERMANY, GREECE, HUNGARY, INDONESIA, IRELAND, KAZAKHSTAN, LUXEMBOURG, MALAYSIA, MEXICO, MONGOLIA, 
NETHERLANDS, NORWAY, POLAND, PORTUGAL, ROMANIA, SLOVENIA, SRI LANKA, SWEDEN, SWITZERLAND, TAIWAN Region, TANZANIA, THAILAND, Vietnam

Customers can request to change the shipping country if they accidentally chose the wrong destination only for orders in [Payment Complete] stage.
Only the shipping address of orders can be changed in [Payment Complete] stage, and shipping country CANNOT be changed in any circumstances. But as per the U.S.A, address change cannot be made even if it is at payment completed status because the amounts of GST may vary accoding to a state (province) / city (please cancel your order and re-place it if address update needed).

You can change your shipping address by following the steps below:
- PC: My Account > Click on 'Track Orders' 
- App: Top Left (三) > Click on 'Track Orders'
(Customers ordering to Australia and Austria: please double check the shipping country before you finalize your order). 

Please double-check your address and zip code before checkout.
Double-check your Zip code
U.S.A: https://tools.usps.com/go/ZipLookupAction_input
Canada: https://www.canadapost.ca/cpo/mc/personal/postalcode/fpc.jsf

To create or add new addresses, go to My Account > My Profile > Addresses and click on the 'Add New' button.

If you fail to update your address with the status of [Payment complete], please cancel the order and make new one with new address.

We cannot add another item to an order which payment has been processed.
Also We cannot change the option of an order that has already been placed. 

To add another items or change options, please cancel your current order and place a new one. 
Cancellation is only possible during [Purchase Completed] status. (My Account > Track Orders)

We only accept US$ as payment currency.

The actual amount of payment may differ from the price indicated in your Shopping Bag depending on the US$ exchange rate of your bank.

We do not provide a refund and reship for following returned packages:

- Packages delivered to incorrect addresses

- Packages unclaimed by addressees

- Unsuccessful delivery due to insufficient information (e.g - obscure recipient's name, address)

- Unsuccessful delivery due to absence of addressees

- Notice regarding customs tax from the shipping company may or may not be sent to the recipient,

   so not getting a notice cannot be regarded as a reason to get refund for returned parcel.

- Please keep following up with the tracking update and if customs clearance gets delayed,

   please contact local customs as soon as possible and claim the parcel.

 

How to double check your zip code:

 U.S.A: https://tools.usps.com/go/ZipLookupAction_input

 Canada: https://www.canadapost.ca/cpo/mc/personal/postalcode/fpc.jsf

For international orders/deliveries, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges.

Product prices and shipping fees do not include taxes or customs duties. When declaring to customs, the value of free gifts, amounts paid with points, and shipping fees may also be included. 
In addition to customs fees, customers may also incur other charges, such as administration or brokerage fees.

For more details, please refer to your country’s customs policy.
 
Tracking codes are generated when the parcel is handed over to the courier(DHL, EMS Express). 
After the parcel is transferred to the courier, the tracking number will be available at your membership account within 2-3 days.
[PC version]:  MY ACCOUNT > TRACK ORDERS
[Mobile App]: Top Left Menu (三) > TRACK ORDERS

Once, the tracking number is provided, you may also track your orders and get updates on the estimated delivery date at the following links.
▶ DHL Track & Trace URL: www.dhl.com/kr-en/home/tracking.html
▶ FedEx Track & Trace URL: https://www.fedex.com/en-us/home.html
▶ EMS Track/Confirm URL: ems.epost.go.kr/front.Tracking01Eng.postal
▶ LX PANTOS Track URL: https://www.epantos.com/ecp/web/pr/dt/popup/dlvChaseInqPopup.do?locale=ko&quickNo=
Customers can only pay in US$ for Olive Young (refund in US$ too). 
If the currency of customers' bank cards is not in US$, there will be an exchange in currency during the refund process, 
and there would be a difference in paid amount and refunded amount due to differences in exchange rate over time.
We do not reimburse for the differences in exchange rate
Available debit/credit card brands are Visa, Mastercard, AMEX, JCB, and UnionPay. 
The cases where card payment is not available are found below.

(1) Credit card accessed through bypass IP
(2) Credit card inability for continuous payment
(3) Other reasons (the settlement company finding a dangerous transaction, the effective term having expired, etc.)
 
The shipping company has informed us that U.S Customs strengthens security recently so they inspect the parcel randomly and then require for the recipient's identification.

Due to this security, when the shipping company needs more information of the recipient, Global Olive Young sends email separately to the recipient and asks for attaching the identification such as passport or ID card within the time limit.
And the shipping company needs a copy of your passport with only full name and birthday, so the other details should be masked. 

If this information is not provided, the parcel can not be delivered successfully. 
Therefore, It may be inconvenient, but we'd appreciate your cooperation. 

Q. Why do I have to send you the copy?
▶ Recently, the U.S. and local Customs Authorities have strengthened security checks(DPSS; Denied Parties Security Screen). Hence, there has been a significant increase in the number of randomly requested passport copies to verify recipients' identification and shipping information. 
※ The process may take time and the shipment will be released within a few days after the cross-check.

Q. Are all customers being asked to submit a copy of the passport/ID card to the courier for deliveries [On Hold]? 
▶ No. 
The process for clearance of DPSS is picked out randomly. 
Orders with insufficient shipping information may be requested of copies as well.

Q. I'm uncomfortable with my personal information being exposed.
Q. Does this process cause any personal risk or disadvantage? 
▶ No. 
ONLY the Full Name and Date Of Birth will be forwarded and cross-checked to the copy of your passport/ID card.
As passport/ID information is confidential, it is extremely restricted to be used for any other purpose. 
All information is discarded immediately after the process.
※ Please conceal, cover, mask or remove all other details, except for your Full Name and Date Of Birth to protect the rest of your personal information.

Q. I refuse to send a copy. Please cancel my order.
▶ Sorry. 
If the required information and copy are not forwarded to the local customs & courier within the time limit, your parcel may be returned. According to the Shipping Policy, returned/canceled orders due to insufficient shipping information are ineligible for any kind of compensation.