How can I track my package?
Once your order has been shipped, you will receive tracking information by email. Simply use the tracking number provided to track your package’s most up-to-date delivery information online. If you are a member of olensglobal.com, you can also track the shipment on your account page.
Each delivery carrier's site is below.
DHL : https://www.dhl.com/en.html
EMS/K-packet : http://www.epantos.com/
Pantos : http://www.epantos.com/
Rincos : http://www.rincos.co.kr/
For more information, please check the shipping policy here.
How long does it take to my country?
We ship to almost all countries in the world. There are two types of shipping methods you can choose; "Express" and "Standard".
Express shipping(DHL, EMS) : 2-5 business days on average
Standard shipping(PX, RINCOS, K-PACKET) : 10~20 business days on average
The above is an average date for delivery. Depending on various factors including local postal service hour, customs clearance, weather, etc, delivery can be a little delayed.
After it's onboard, you can check the expected delivery date in the delivery carrier's site with the tracking number provided.
My order has not arrived.
First of all, please check the delivery status of your parcel with the tracking number and link we sent to you via email.
If the delivery status says "Delivered", but you don't get your parcel, please check your mailbox, lobby, reception or anywhere your parcel can be placed. And then, please contact your local delivery service company such as DHL, UPS, Post office. Even you still can't find your parcel, please contact our Customer Service.
Or there can be a little gap between the real status and website of the delivery update.
Standard shipping could occur lost parcel problems. We highly recommend you to use Express shipping method which is very safe and fast.
Tracking updates have been frozen for a few days.
Delivery processing may be delayed due to local delivery circumstances such as customs clearance, bad weather, volume, etc and tracking updates may stop accordingly.
It will be updated if you wait for a little, so please be patient with us.
Nevertheless, if the update fails for more than 2 weeks, please contact us with your order number.
We will check where your parcel is with our carriers and take action based on the investigation.
I didn't receive my parcel after the expected delivery date.
We try our best to provide an expected delivery date, but it could vary on factors including local postal service hour, customs clearance, weather, etc.
Yet, if you do not receive your parcel over the expected delivery date, please contact the delivery carrier's service center as soon as possible. Or you can contact our Customer Service, then we will check where your parcel is with our carriers and take action based on the investigation.
I have an issue with my package I received.
If you have received a damaged/not what you ordered products, please keep the items.
And contact our Customer Service with your order number, name of the item, LOT number on the package, and the picture of item/parcel which has a problem.
With these details, we'll check your issue and do our best to resolve it.
And we can provide you the responsible service on each order for 6month from the date of the order.
So we recommend you check the products' status when you receive it.
Thank you for your kind cooperation.
My package has returned to OLENS.
Your parcel may return to us due to several reasons, for example, the absence of receiver, insufficient/incorrect address, unclaimed, etc.
In this case, when we get your parcel back, we will contact you via an email and you can ask us to redeliver or cancel it. The shipping fee for the redelivery of returning parcel will be charged on you.
When you cancel the returning order, the shipping fee is not refundable as it's already shipped out and back once.
Your returned parcel will be kept until we hear from you.
I have to pay customs duties to receive the product. What should I do?
This does not apply to all orders, it's depending on your country, but in this case, you must charge customs duties to receive the products.
As stated in our shipping policy, the product price does not include any customs duties, taxes, and other charges. These fees associated with your order are the responsibility of the recipient and OLENS doesn't collect these. So if you want to know how much the customs is charged on your order, please contact your country's customs office.
Please refer to our shipping policy and cooperate for smooth delivery.