We cover damaged or lost packages by following carriers’ policies to decide on the compensation amount. Since each carrier has its own compensation policy and limits the maximum amount to be compensated, you can buy shipping insurance to be eligible for additional compensation in case of any shipping issue. Please note that an undervalued package is not eligible for full compensation. Please refer to below insurance coverage by carriers and the additional insurance fee & handling fee charged by the carrier. Please contact the Support team(support@platbom.com)to get a quotation for insurance/declaring a value for your shipment. FedEx Free insurance coverage: Max. $20/kg or US$100 which is greater Note! FedEx does not offer shipping insurance and their free coverage is limited to a maximum compensation of US$100 or $20/kg whichever is greater. If you want a higher liability of the carrier, you can declare a value with FedEx and pay a Declared Value Surcharge which is decided on the details and destination of the package. Please note that declaring a value with the carrier is completely independent of your insurance arrangement, and it does not guarantee you’ll be fully reimbursed for a lost or damaged shipment or receive the exact amount you declared. EMS Free insurance: 70,000KRW + 7,870KRW/kg Additional insurance fee: $5(Delivered Insurance Handling Fee) + $3 (up to KRW 114,300), +$0.5/KRW114,300 UPS Free insurance: Max. $100 Note! UPS Does not offer shipping insurance and their free coverage is limited to a maximum compensation of US$100. If you want a higher liability of the carrier, you can declare a value with UPS and pay a Declared Value Surcharge which is decided on the details and destination of the package. Please note that declaring a value with the carrier is completely independent of your insurance arrangement, and it does not guarantee you’ll be fully reimbursed for a lost or damaged shipment or receive the exact amount you declared. If you have any questions, please email us at (support@platbom.com) Thank you very much.

Ullu Delivery Service is currently available in the following countries: AE: United Arab Emirates AR: Argentina AU: Australia BD: Bangladesh BE: Belgium BR: Brazil CA: Canada CH: Switzerland CL: Chile CN: China DE: Germany DK: Denmark ES: Spain FR: France GB: United Kingdom HK: Hong Kong ID: Indonesia IN: India IT: Italy JP: Japan KG: Kyrgyzstan KH: Cambodia KR: Korea (Republic of) KZ: Kazakhstan MN: Mongolia MX: Mexico MY: Malaysia NL: Netherlands NO: Norway NZ: New Zealand PH: Philippines SE: Sweden SG: Singapore TH: Thailand TR: Turkey TW: Taiwan UZ: Uzbekistan US: United States of America VN: Vietnam Are there plans to expand Ullu Delivery Service to more countries? Yes, Ullu Delivery Service is actively preparing to ship to more countries in the future. Stay tuned for updates on additional service areas. Note: The total number of countries served is currently 39,

For security reasons, ULLU does not ship the following items. Prohibited Items: Items prohibited by the UPU (Universal Postal Union) regulations (UPU Convention Article 25, Common Provisions for Parcel Post and Letter Post): Narcotics, psychotropic substances, explosive, flammable, or other hazardous materials, radioactive materials, obscene or immoral materials Items prohibited for import and distribution by the destination country Perishable items (especially fermented foods like kimchi, gochujang, soybean paste), traditional medicines, animals, plants, mushrooms, etc. Items that may pose a risk to employees due to the nature or packaging of the contents or may damage or affect other mail or postal equipment Other Prohibited Items: Coins, banknotes, and legal tender, promissory notes, traveler's checks, processed or unprocessed gold or silver, jewelry and precious metals, credit cards, airline tickets, etc. Tobacco and tobacco products (of any kind), hay Alcoholic beverages with added alcohol (including perfumes and alcohol-containing skincare products) Lottery tickets and lottery-related advertisements Batteries and battery-powered products Prohibited items for post office dispatch by EMS: https://ems.epost.go.kr/front.Introduction04.postal Restricted Items: Electronic products (mobile phones, mobile devices, computers, laptops, monitors, etc., items susceptible to breakage or malfunction even with slight impact) Items with lithium batteries (according to IATA shipping regulations, MSDS confirmation and separate shipping processing are required) Processed meat products, non-alcoholic beverages Items classified as medical devices require the following information to be checked with the local tax office: Country of origin, accurate name and address of the manufacturer, medical device registration number of the manufacturing company, medical device product registration number, 510K (format for medical device-related documents) Please refer to the page with guidelines for prohibited items.

Cancellation is only possible before the seller ships the product. If your items have arrived at the Ullu warehouse, please contact our customer support team (support@platbom.com) within 48 hours during business hours after the package status on the purchasing agent request page is marked as 'Complete.' In this case, a refund will be processed after deducting the following fees: Deducted fees: - Cancellation Fee: US$10 - Domestic Shipping Fee (according to seller's policy) - Handling Fee: US$5 - Transaction Fee (8% of the item price, including domestic shipping fee) If you receive a wrongly shipped product, Ullu will cover the related costs."

If a parcel cannot be delivered for any reason (incorrect address, delivery failure, customs clearance issues, etc.), it may be returned to the sender's address or discarded at the local facility of the carrier, depending on the carrier's policy. While we will notify you upon receiving notice from the carrier, we are not responsible for packages that are disposed of or returned due to failure to take appropriate action within the carrier's specified timeframes or guidelines. In the case of returns, we do not cover return shipping fees, and customers will be billed for costs incurred, which may be below the regular shipping cost. We cannot control the expenses associated with returns, which may include: Return shipping fees Customs duties and taxes imposed by the destination country (if applicable) Reshipment fees If you need further assistance, please contact us at support@platbom.com

Customs and taxes are not included in the shipping fee. The recipient is responsible for any customs and taxes imposed by the destination country's authorities, and we do not control customs charges in your country. Note! The original shipping fee is not included, and return shipping fees, customs duties, and taxes will be applied for packages returned due to customs clearance failure

"If the status of your application is 'Payment Pending' (completed purchasing agent request or waiting for shipping fee payment), please check the order number (starting with UL-) at the top of your account's order list, including the last 4 digits. Let us know which items you'd like to combine for shipping. Once the status is 'Shipping Fee Paid' (waiting for shipment), modifications are not possible. For changes in recipient information or partial shipments, please request via WhatsApp or KakaoTalk. As per our regulations, international shipping must be arranged within 30 days after the arrival of the first item. Please inquire about any specific requests in advance. *If there are no requests or inquiries, the international shipping fee will be registered as soon as all items in the application have arrived and are packed."

Packages can be returned to the sender for various reasons: Incorrect address or contact information. Failed customs clearance. Import duties and taxes were not paid by the recipient in a timely manner. It's the customer's responsibility to provide accurate and complete address details and to ensure proper customs compliance. ULLU is not responsible for packages returned due to the mentioned reasons. While EMS does not charge return shipping fees, other carriers like FedEx, DHL, and UPS may charge return shipping fees and customs duties/taxes. Packages can only be re-shipped after return. Any applicable import duties, taxes, and reshipment fees are fully payable. If you need assistance, please contact our support team at support@platbom.com

You can only change the delivery address before the product is shipped internationally. Please inform us through the app's menu (Account - Support Center, bottom of the page with WhatsApp/KakaoTalk). For the delivery address, it's best to provide an address where you can receive during business hours, considering the time zone difference. After international shipping, the delivery service will proceed based on the circumstances and practices of the destination country.

The availability of shipping options and delivery times varies based on the package's size, weight, and destination country. FedEx Priority: 2 - 4 business days FedEx Economy: 3 - 8 business days EMS: 5 - 7 business days We do not take responsibility for shipping delays caused by customs or transportation companies. However, if issues arise, please contact our support team(support@platbom.com), and we will do our best to communicate and assist.

My package is lost, damaged, or missing items. What should I do? If your package arrives damaged or with missing items, please keep all packaging materials for investigation purposes. Contact the local carrier responsible for the last mile delivery, as well as ULLU, to initiate a claim. Wait for confirmation that the claim has been accepted by the carrier and adhere to the specified waiting period. If you encounter issues, please reach out to us, and we will do our best to assist you. If you need help, please provide the following information: 1. Copy of the registered claim 2. Name, email address, suite number 3. PKG ID 4. Reason for the claim 5. Clear photos of damaged items (in the case of damage) 6. Unboxing video with sealed box opened (in the case of missing/partially missing items) 7. Photos of external/internal packaging and shipping label 8. Keep the original package box until the claim is concluded, in case of item damage. With the provided information, we can initiate investigations with both the carrier and the warehouse and proceed with compensation procedures if necessary. Please contact the local carrier within the allowed timeframe to initiate a claim. FedEx: Up to 21 days from the delivery date UPS: Up to 14 days from the shipping date EMS: Up to 4 months from the shipping date Note! * We compensate for damaged or lost packages based on carrier policies solely for the purpose of determining the compensation amount. Please visit here to see the insurance coverage for each airline. *The compensation amount is determined based on the total item value displayed on the commercial invoice generated automatically based on the item information entered in the order form that comes with the package. *Compensation will be provided if the damage or loss issue occurred due to our error. However, make sure to submit sufficient evidence, such as the order and shipping confirmation received from the seller, product photos (if sent by the individual seller), and unboxing videos/photos taken immediately after receiving the package, for investigation.

Yes, customs clearance procedures usually go smoothly, but there might be cases of delivery delays. If you experience a delay, we recommend contacting the carrier first to check the status of your package. Contact links: K-Post FedEx Delivery delays can vary case by case. We will promptly inform you if we receive any information regarding customs activities for your package. If you have any questions that you think might be helpful, feel free to reach out to our customer support!

When determining shipping costs, shipping carriers take both the size and weight of a package into account. While package weight is important, sometimes the space a package occupies in trucks or airplanes is also considered significantly. Dimensional weight, also known as volumetric weight, is a measurement calculated using the package's dimensions (length x width x height). Shipping costs are based on either the actual weight or the dimensional weight, whichever is greater. The formula for calculating the dimensional weight of packages being shipped internationally is as follows: (length x width x height) / dimensional factor (provided by the carrier) = dimensional weight You can minimize dimensional weight by requesting repackaging or consolidation services.

This service is designed for customers residing outside of South Korea, and only internationally issued cards are accepted for payment.

If the cancellation is due to customer's change of mind, cancellation fees may be applied depending on the progress stage after payment.

The transaction limit of USD 1,000 is set for various safety and management reasons. 1. Security and Fraud Prevention: Setting a transaction limit enhances security for individual transactions and helps prevent fraudulent activities. Blocking attempts to transfer large amounts by splitting them into smaller transactions serves as a deterrent and allows for measures against illegal activities. 2. Compliance with Financial Regulations: Some countries or financial regulations restrict individual transaction limits. 3. Customer Protection: Setting transaction limits is considered a measure to enhance the financial safety of customers. Preventing large transfers or payments without customer authorization helps safeguard their assets. The USD 1,000 transaction limit is implemented for these reasons, reinforcing safety measures, ensuring regulatory compliance, and enhancing customer financial protection.