Frequently Asked Questions
Orders & Purchases
What payment methods do you accept?
What payment methods do you accept?
When we send you an invoice, you'll be able to see all the payment methods available to you.
LARGE ORDERS : For orders over $800, payment through WISE is applicable. Please contact us at support@harum.io for the WISE account payment transaction details.
Please consult our Guide to Using Transferwise here!
What currency can I pay in?
What currency can I pay in?
All orders must be paid in US Dollars ($). Unfortunately we cannot accept payments made in any other currencies, including Korean Won (₩).
Can I cancel my order before it is shipped out?
Can I cancel my order before it is shipped out?
- If the order has already been processed, we may not be able to cancel it.
- Website Orders: Cancellations are free of charge only if the item hasn't been purchased yet. Post-purchase, a 30% cancellation fee of the total amount will apply to cover restocking and return fees. This includes Pre-Order items.
- Custom, Marketplace, Bulk, and Dropshipping Orders: Due to the specialized nature and the costs involved in processing these orders, cancellations are not permitted once the order has been confirmed. Please review your order carefully before confirming.
Shipping
Where do you ship to?
Where do you ship to?
We ship worldwide to all countries!
Why has an additional shipping fee been requested for my order?
Why has an additional shipping fee been requested for my order?
Please note that your checkout payment is an initial estimate, and may not be the final total. Once your item(s) arrive at our warehouse, they will be physically assessed and weighed. If the actual weight exceeds the estimate, a top-up payment will be required prior to shipment.
Why am I being charged Volumetric Weight when my item is not that heavy?
Why am I being charged Volumetric Weight when my item is not that heavy?
Volumetric weight is calculated using your package's dimensions (length cm x width cm x height cm / 5000) to determine its shipping cost, rather than just the actual weight.
This is because larger items can take up more space in transport, even if they're light.
For example, if an item weighs 5kg but has a volumetric weight of 10kg due to its size, the charge will be based on the volumetric weight of 10kg. This method ensures shipping costs fairly reflect both the weight and space used.
Who are your shipping partners?
Who are your shipping partners?
We use FedEx, DHL and region specific door-to-door services.
If you have a preference, please let us know and we will try to ship with this courier.
For Malaysia / Singapore addresses:
We use regional door-to-door services for these countries, which allows for faster shipping time and lower costs.
For the rest of the world:
For most countries, we use DHL Worldwide Express or FedEx. The average transit time is 5-7 working days.
Please note that while we strive to meet these timelines, factors such as local customs clearances can affect delivery times.
How can I track my order?
How can I track my order?
You can track your order at orderstatus.harum.io, where you can view real-time order status, tracking updates, estimated delivery dates, and access your complimentary packing photos before shipment.
Below is the explanation for each status shown on the order status page:
Not Ready: We have not yet purchased the item from the supplier.
Purchased: We have already purchased the item from the supplier.
On Hand: The item is on the way to China or has arrived and is being prepared for consolidated shipping (applicable to China–Korea combined shipments).
Ready to Ship: The item has arrived at our warehouse and is ready for dispatch.
How can I find out where my package is?
How can I find out where my package is?
You can check the shipping progress at tracking.harum.io by entering your tracking number. There, you'll be able to view the latest tracking updates and delivery status.
How long does it take for my order to arrive?
How long does it take for my order to arrive?
How long does processing take?
Orders are typically processed within 3-10 business days.
What about delivery times?
For express shipping, deliveries usually take 2-5 business days but can extend up to 10 business days or more, depending on the specifics of your order and your location.
When will I receive my item?
After placing your order, it generally takes 4-10 working days for your item to arrive at our warehouse from the Korean supplier. However, this timeframe can vary, especially for pre-order items or depending on the supplier's speed.
Note: The delivery times mentioned start after your item has been shipped from our warehouse. Please keep in mind that certain factors like your specific purchase details or geographic location can affect these timelines.
How will I know when my order has been shipped?
How will I know when my order has been shipped?
As soon as our team has shipped your order, you’ll be sent a confirmation email with a tracking number.
Can you ship to a Korean address?
Can you ship to a Korean address?
We’re unable to ship to a Korean address. We can only send orders to locations outside of South Korea.
Do you have a forwarding / address rental service?
Do you have a forwarding / address rental service?
We are unable to offer an address rental service. As a registered export company, we can only ship items that we have purchased ourselves.
I’m buying a fragile product. How will it be packaged?
I’m buying a fragile product. How will it be packaged?
Our team is specially trained in preparing fragile items for international shipping. We keep the item in its original packaging and add our own protection as needed, to minimize the risk of damage during transit.
I need to change my shipping address. How can I do this?
I need to change my shipping address. How can I do this?
To ensure your order reaches the correct destination, address changes can only be made before your shipment is dispatched. If you need to update your shipping address, please reach out to us promptly with the new details and your order number.
Contact us at support@harum.io, including both your order number and the new shipping address.
It is cheaper to choose an unregistered shipping service. May I do so?
It is cheaper to choose an unregistered shipping service. May I do so?
All of our shipping methods come with a tracking number. We strive to provide customers with a better and safer service, so we do not offer services that do not provide any tracking numbers.
Returns
Can I get a Refund for ...?
Can I get a Refund for ...?
Refunds are provided solely when a product is unavailable. Once an order is being processed, it cannot be canceled.
You should be aware that international shipping carries inherent risks. By placing an order, you acknowledge and accept the potential for delays, damages, losses, taxation, and penalties that may occur through third-party logistics providers. While we strive to package and ship products securely, we cannot assume full responsibility for issues that arise during the shipping process.
For detailed information, please see our section on "Ordering - Can I cancel my order before it is shipped out?"
Custom Duties, Taxes, and Extra Fees
Do I need to pay custom duties / taxes?
Do I need to pay custom duties / taxes?
United States customers:
All applicable duties and taxes are covered by us and are clearly listed on the checkout page. There will be no additional charges upon delivery.
Customers outside the United States:
Duties, taxes, and import fees (if applicable) are the responsibility of the customer and are not included in the order total.
The exact amount varies by country and is determined by local authorities. We are unable to estimate these charges—please refer to your local customs or tax agency for details.
What if I reject or refuse to sign for the packages?
What if I reject or refuse to sign for the packages?
If a package is rejected for any reason, customers will be responsible for charges for both the original shipping and the return fee.
Should a customer opt for the order to be reshipped after rejection due to customs tax duties or failed delivery because the recipient was unavailable, they must pay both the return fees and the new shipping fees.
Can you declare my packages at a certain value / as a gift?
Can you declare my packages at a certain value / as a gift?
We’re a registered business in Korea and we operate in accordance to Korean export laws. We do not condone undervaluing/under-declaring the price of the items as that is illegal and will be regarded as smuggling by any countries. Likewise, we’re not able to declare items as 'gifts' for the sole purpose of avoiding import taxes.
Products
Are the books on your store in English or Korean?
Are the books on your store in English or Korean?
All the books available on Harumio are in Korean, with no English language translation, unless otherwise specified in the product description of that item.
How do I know that I’m buying a genuine product?
All our items are 100% authentic and purchased directly from the official Korean suppliers. You can check out our Instagram (@harumiokorea) to see stories from our team visiting stores around Seoul and purchasing items for our customers.
Will an item be restocked?
Will an item be restocked?
Unfortunately, as a proxy service, we do not receive information from official suppliers on whether they will restock items in the future. However, we do ensure to update our store whenever new stock is released by a supplier. Follow us on our social media to stay updated!
How do I know my Korean shoe size?
How do I know my Korean shoe size?
Your Korean shoe size is your feet length in centimeters and there is no distinction between men and women for Korean size. Our size chart is for reference only.
For the most accurate measurement, you should measure your own feet in cm. Please note that we will not be able to accept returns, exchanges or to refund your order if the wrong size has been purchased.
You can visit our Shoes Size Chart reference for more detail here.
Can you ship…?
Can you ship…?
Skincare/Perfumes/Cosmetics - We are able to ship these items, except products that contain alcohol. If you’re unsure of an item’s ingredients, please include it on your Custom Request Form and we will check it out for you!
Masks - We can now export Masks from Korea.
Furniture - Although it is possible to ship furniture, please be aware that the shipping costs will increase for these items.
Food - We cannot ship any food products which are easily spoiled or require storage at a low temperature e.g. meat, dairy.
Powerbank, Battery Pack - Due to safety regulations, we are unable to ship battery packs, power banks, including AA or AAA batteries, among others. If your order includes items like lightsticks or mood lights that typically come with batteries, please note that they will be shipped without the batteries.
I want to buy from a physical store. Do you have an offline service?
I want to buy from a physical store. Do you have an offline service?
We’re able to buy products from physical stores, including pop-up shops, in Seoul. Please fill out our Personal Shopper form and provide details of the store and items you wish to purchase.
Discover
What is the best Korea forwarding service?
What is the best Korea forwarding service?
Harumio is one of the most trusted Korea forwarding services for international K-culture fans including Kpop, K-Manhwa and all Korean exclusive merchandises.
How do I buy from Bunjang internationally?
How do I buy from Bunjang internationally?
With Harumio Custom Order service lets you buy from Bunjang with ease. Just fill in the form and our eager customer service officer will attend to you shortly.
Where can I buy physical manhwa books internationally?
Where can I buy physical manhwa books internationally?
Harumio regularly updates its collection with the latest official physical manhwa releases. If you can't find a specific title on our website, just contact us via Discord and we'll be happy to list it for you.
Does Harumio ship K-pop merchandise worldwide?
Does Harumio ship K-pop merchandise worldwide?
Yes — Harumio ships official K-pop albums, photocards, lightsticks, and limited edition merchandise from Korea to fans worldwide. We source from Weverse Shop, official artist stores, and Korean retailers. If you can't find your fave group merch on our website, just contact us via Discord and we'll be happy to list it for you.
What is a Korea personal shopper service?
What is a Korea personal shopper service?
Also known as a Custom Order, simply send us the link to the item you want, and we'll handle the rest. From purchasing to delivery, we take care of everything—no hassle and no warehouse addresses required.
Marketplace
What do each of your order statuses mean?
What do each of your order statuses mean?
In order to be transparent and to provide as much information to you, every item in your order has its status. On the order page you can hover over a status (or tap it on your phone) to see the status explanation.
Ordering from Seller (0 / 1) We're getting this item for you. Our team is currently contacting the seller in Korea, confirming the item availability and its condition, and arranging the purchase. The numbers show how many of the units you ordered we have secured so far. Once we've purchased the item, its status changes to Purchased . If the seller can no longer sell it, it changes to Out of stock and you can request a refund.
Awaiting Stock (1 / 2) Common for preorders and restock. We're still getting this item from our supplier. This status might also appear if you procure more than 1 item from the seller. Not all the units you ordered have been bought yet. The numbers show how many units are already bought or in our warehouse. You can request a refund for the item while it is Not ready.
Purchased (1 / 1) We've bought this item and it's on its way to our warehouse. The numbers show how many units are bought or already in our warehouse. When it arrives and checks in, it changes to Ready to ship.
Estimated Warehouse Arrival Shown under Purchased items. It's our current estimate of when the item will be ready to ship to you, based on when we expect it to reach our warehouse. This date may change due to unforeseen situations such as delayed domestic shipping or late shipping by the seller.
Arrived in Warehouse The item has arrived at our Korea warehouse. If you have items in our china warehouse, it will be combined with them into one parcel.
Ready to ship All your items are packed and ready to be dispatched
Shipped Your parcel has been handed over to the courier. You'll get tracking by email once the shipment is confirmed. For your peace of mind, you can check the condition of the product before it left our warehouse by clicking on "Click Here for Warehouse Picture"
Out of stock The seller or supplier can no longer supply this item (sold out or no longer available). You may request a refund using the button under the item.
Pending refund You've asked for a refund for this item and our team is currently reviewing and processing it. You can cancel the request with "Cancel refund" while it is still pending. Once refunded, the item moves to Removed and the amount appears under Refunded.
Other sections and labels
Other sections and labels
Unfulfilled (n): items that haven't shipped yet; the number is how many items are in the list.
Fulfilled (n): items that have left our warehouse.
Shipping not required (n): items that don't need to be shipped, such as digital items or fees.
Removed (n): items taken off your order, usually because they were refunded or cancelled.
Freebie(n): free gifts that come with your order.
CN: this item ships from our China warehouse.
Green photo badge (n): photos our warehouse took when the item arrived; tap to view.
Payment status (grey label above the totals)
Paid: payment received in full.
Pending: payment still being processed.
Authorized: payment approved but not yet collected.
Partially paid: part of the total amount has been paid.
Partially refunded: some items were refunded; the amount is under Refunded.
Refunded: the whole order was refunded.
Voided / Expired: the payment was cancelled or expired before it was collected, so you were not charged.
Marketplace Returns
Marketplace Returns
For our return policy, please read here
For further enquiries, please email us at support@harum.io.
