Guide

Cancellation & refund policy

We are not the seller — we buy, pay and ship on your behalf. This policy therefore covers cancelling and refunding our agency service, and our return-forwarding service, rather than returning a product to a shop.

First — what we are responsible for

Defects, wrong items and listings that differ from the goods are the seller's responsibility; we handle the process with the seller on your behalf. Because our role differs by service, so does the point after which you can no longer cancel.

Package forwarding

We receive, inspect, consolidate and dispatch goods you bought. Product defects, wrong shipments and authenticity are the seller's responsibility; our inspection covers quantity, outward condition and order match.

Proxy purchasing

We order and pay the local seller for you. Once that payment is made, cancellation, exchange and refund follow the seller's policy, and we handle the communication with them.

Proxy payment

We only pay on your behalf. You deal with the seller and the tracking yourself, and once the payment has been advanced it cannot be cancelled.

A. Cancelling the agency service — by stage

Orders move through the stages below, and what can be refunded narrows as they progress. Your current stage is shown on the order detail screen.

Stage	Can you cancel?	What is refunded
Request submitted	Can cancel	Submitting the form issues your order number (#0001) and a pre-assigned waybill straight away. Nothing has been paid or handled yet, so the request is cancelled at no charge.
Payment completed	Can cancel	If no local purchase or warehouse work has started, you get the full amount back — to your original payment method or as deposit balance.
Local purchase started	Follows the seller	For proxy purchasing, once the local seller has been paid the seller's own cancellation policy applies. If they accept the cancellation we refund what we recover; if they refuse, the case moves to return forwarding. For proxy payment, an advance that has already been made cannot be cancelled — the money is with the seller.
Arrived at the warehouse	Conditional	You can still cancel the dispatch, but inspection, add-on service and storage work already done is settled first and only the remainder is refunded. To get the goods themselves back, request return forwarding.
Packing started	Cannot cancel	Packing counts as started once any one of these is recorded: the inspection time, the packing time, or the measured packed weight. From that point cancellation is closed. Consolidating or splitting your own bundles is locked separately, by work stage — for manual packing after you approve packing, for automatic packing once the order moves on to packing.
Dispatched	Cannot cancel	Once international transport has begun the order cannot be cancelled. The goods are then handled through return forwarding after arrival.

Packing counts as started once the inspection time, the packing time or the measured packed weight is recorded, and cancellation is handled as an operational standard from that point. Consolidating and splitting your own bundles is locked separately, by work stage, both on screen and on the server — for manual packing after you check the inbound photos and approve packing, for automatic packing once the order moves on to packing after inbound.

Withdrawal of subscription

Withdrawal of subscription and its exceptions follow our terms of service. The stage guide above is an operational standard based on the work actually performed and does not limit any statutory right of withdrawal.

Read the terms of service

B. Return forwarding

This is the service of sending goods already at our warehouse back to the seller. A return is filed under its own request number, and the charge is built as follows.

Charge base: The courier cost of sending the return. A warehouse staff member enters it in local currency, and the quote is produced automatically in your payment currency.
Return fee: On top of the base, a handling fee for the on-site work. The rate follows the member-grade fee schedule.
Product price: Not charged. Return forwarding bills only the return courier cost and the return fee.
Disposal fee: There is none. If you choose disposal instead of a return, no fee is charged for the disposal itself.

Total return charge = converted return courier cost + return fee. The courier cost is entered once by our warehouse staff; there is nothing for you to fill in.

See return fee rates by member grade

Cancelling a deposit top-up and refunding the balance

Cancelling a top-up: Before your transfer arrives you can simply cancel the top-up request. Once the payment is confirmed and credited, it is handled as a balance refund rather than a cancellation.
Refunding an unused balance: You can request a refund of any unused deposit. The policy minimum for a refund is 10,000 KRW, and a deposit refund fee for your member grade may be deducted.
Orders paid from your deposit: When an order paid from your deposit is cancelled, the amount is returned to your deposit balance.

Refund currency

Korean won (KRW) is the currency of record for every charge and settlement. Our ledger and deposit deductions are in KRW.
For orders delivered outside Korea you may pay in KRW directly, or pay the US dollar (USD) amount converted at the exchange rate applied when the quote was produced.
Refunds are returned in the currency and to the method you paid with. Anything paid from your deposit is restored to the deposit balance in KRW.
Because the exchange rate at the time of payment and at the time of refund can differ, converting a USD refund back into won may not match the won amount originally charged. That difference comes from currency movement and is not separately compensated.

When cancellation is not possible

Orders where packing has started
Orders already dispatched into international transport
Proxy payments that have already been advanced
Proxy purchases the local seller refused to cancel — these move to return forwarding
Goods seized or destroyed during customs clearance — customs dispositions are not refundable

For questions about cancellations and refunds, please write to us at:

lastmile@lastmiles.kr