Last verified: 2026-10-22
Source check scope: the linked carrier guidance on missing parcels, absence, collection and address changes, plus KISA's scam-text advice. No test deliveries or support calls were made.
If a parcel in Korea is marked delivered but hasn't arrived, check the order's address and any agreed drop-off place, then ask the courier where it was left. If it's being returned, contact the seller about the next step. Keep the order number and parcel tracking number ready.
This guide covers domestic parcel problems. For a shipment still awaiting import clearance, ask the seller or carrier about that shipment's customs status. Food delivery and formal postal notices need their own instructions.
Find the parcel record before making a call
Save the order number and the 운송장번호, the parcel tracking number. Keep them labeled separately so you can give the seller an order reference and the courier a shipment reference.
Take a screenshot of the latest tracking entry and any delivery message or photo. Read the recipient address on that order, including the building and unit. If the address needs checking, use the Korean address guide.
An unrecognized number needs a different question from a missing delivered parcel. Lotte's FAQ says to check the number and courier; the seller may have printed a label before handing over the goods. Ask the seller to confirm handover rather than assuming the parcel has disappeared. Lotte Global Logistics FAQ (Korean)
For a split order, match the missing item to its own shipment record. Give support the item name as well as the reference number, rather than sending an unexplained screenshot of the whole order.
Choose the question that matches the problem
These are plain-language meanings of Korean delivery terms. Carriers may use different labels, so read the full event beside the term.
| Term or situation | Meaning | What to ask |
|---|---|---|
| 배송중 | In transit | What is the latest recorded movement? |
| 배송출발 | Out for delivery | Is there a delivery or access problem to resolve? |
| 부재 / 미배달 | Recipient absent / not delivered | Where is the parcel, and what delivery arrangement is possible? |
| 배송완료 | Delivered | Where was it left, and was anyone recorded as receiving it? |
| 반송 | Return to sender | Has it already left for the sender, and who can arrange the next step? |
A label tells you which question to ask. Get the actual location and next action confirmed before traveling to collect the parcel or placing another order.
Marked delivered but missing: what should you check?
Check your door, any place you nominated, and anyone you authorized to receive it. At a hotel, ask reception using the order's recipient name. If a delivery photo exists, compare the doorway and unit details with your building.
Lotte advises checking the entered address, then contacting the driver, delivery branch, or customer center if the parcel wasn't received. Its domestic parcel number is 1588-2121. Lotte delivery FAQ (Korean)
Describe what you can establish: the status says delivered, the parcel is missing, and you've checked the agreed place. If the photo shows a different door, explain the visible difference without accusing anyone of theft.
Keep the tracking screenshot and the support reply. If the location remains unresolved, tell the seller that the order is marked delivered but hasn't been received, and ask for a delivery investigation. Ask for a case reference or a written reply you can return to.
What if the courier can't enter the building?
Check whether the problem concerns the 공동현관, the shared building entrance, or your individual apartment door. Saying only “at the door” can leave the intended place unclear. Specify whether you're asking about the main entrance, reception, or your unit.
Use an authorized way to provide entry instructions privately. Don't post an entrance code or a full parcel label in a public review or community thread. If you rent, ask the host or building manager which receiving arrangement is permitted.
Before requesting a drop at a security desk, ask whether it accepts parcels for your unit. Before using hotel reception, confirm that staff will accept your order and know the recipient name. These checks are practical precautions, not promises that a building offers storage.
If you can't arrange access, ask the courier what alternative is available for this shipment. Avoid leaving several conflicting instructions with the seller, driver, and reception. Once an arrangement is agreed, save it with the tracking record.
Can you arrange delivery while you're away?
CJ Logistics says you can contact its driver or customer center to request delivery to someone or somewhere that can receive the goods, such as a security desk or neighbor. Its domestic parcel customer center is 1588-1255. CJ Logistics FAQ (Korean)
Ask the person receiving it first. Tell them the recipient name and what you're expecting, and agree how you'll collect it. For a short stay, give the seller your departure date before relying on a new delivery arrangement.
Ask whether another attempt is possible and when you need to respond. Use the answer for your shipment; don't plan around an assumed nationwide retry count or holding period.
If you want to collect it yourself, confirm the exact site and whether collection is possible before leaving. CJ's FAQ distinguishes local collection inquiries from its large sorting hubs, where direct pickup isn't available. A tracking location alone isn't a collection appointment. CJ collection guidance (Korean)
Can you change the address or stop a return?
Ask about an address correction as soon as you spot the problem. CJ says another nearby address may still be outside the driver's route, and a change can involve extra time and charges. Confirm the arrangement for this parcel before assuming it can reach a new hotel or apartment. CJ address-change guidance (Korean)
If tracking shows 반송, ask the carrier to confirm whether the parcel is already on its way back. Send that information to the seller and ask what happens next. Explain whether you still want the goods and whether your original address remains usable.
Before authorizing a resend, ask the seller to confirm the destination, any charge, and whether it can arrive before you leave. If you want a refund, ask for the applicable procedure and how you'll know the return has been received. A return scan alone doesn't settle those questions.
Keep the original order open while the seller explains the outcome. Avoid creating a second paid order just to test whether delivery works; first establish what will happen to the first shipment.
Which courier should you contact?
Use the carrier named on your order or tracking record. These are domestic parcel customer-center numbers, not promises of English-language support. Open the linked official page to check available contact options; call charges may apply.
| Carrier | Korean name | Domestic parcel support | Official guidance |
|---|---|---|---|
| CJ Logistics | CJ대한통운 | 1588-1255 | Absence, collection and address changes (Korean) |
| Lotte Global Logistics | 롯데택배 | 1588-2121 | Tracking and delivered-but-missing parcels (Korean) |
| Hanjin | 한진택배 | 1588-0011 | Contact and missing-parcel claim process (Korean) |
If the courier can't resolve the location, give the seller the tracking record and ask for an investigation. For a resend or refund, ask the seller to confirm the procedure and any cost before agreeing.
Korean messages for the courier or seller
These are suggested messages, not official forms. Send the relevant tracking number separately through the verified contact channel. Add only details that are true for your parcel.
Marked delivered, but missing
배송완료로 표시되지만 아직 택배를 받지 못했습니다. 어디에 두셨는지 확인 부탁드립니다.
“It's marked delivered, but I haven't received the parcel. Please check where it was left.”
Building entrance problem
공동현관 출입 문제로 배송이 어려우셨나요? 가능한 수령 방법을 알려 주세요.
“Was delivery difficult because of access to the shared entrance? Please tell me how I can receive it.”
You can't take a phone call
지금 전화를 받기 어렵습니다. 문자로 안내해 주실 수 있을까요?
“I can't take a call right now. Could you explain by text?”
This requests a text reply; it doesn't promise that the driver can provide one or offer English support.
You need another delivery arrangement
오늘 부재중입니다. 다시 배송받거나 다른 방법으로 수령할 수 있는지 알려 주세요.
“I'm away today. Please tell me whether another delivery or another way to receive it is possible.”
You need to correct the address
배송 주소를 수정해야 합니다. 변경이 가능한지, 추가 비용이 있는지 확인 부탁드립니다.
“I need to correct the delivery address. Please check whether it's possible and whether there's an extra charge.”
The parcel is being returned
택배가 반송 중으로 표시됩니다. 재발송이나 환불 절차와 비용을 안내해 주세요.
“The parcel is shown as being returned. Please explain the resend or refund procedure and costs.”
Keep parcel messages separate from suspicious links
KISA has documented scam texts claiming that a road-name mismatch prevents delivery and asking the recipient to correct an address through a link. It advises against opening links from unverified sources or installing unknown apps. KISA smishing warning (Korean)
For a delivery problem, open your shopping account or the carrier's official site yourself and check the shipment there. Verify any requested payment through that route before entering payment details.
When you contact support, keep the request specific: confirm the parcel's location, agree how you'll receive it, or ask the seller to explain the return outcome.
Related guides and official help
- How to write a Korean address: check the destination and unit.
- Online shopping in Korea: buying and order requirements.
- Sending a parcel at a Korean post office: preparing an outgoing parcel.
- CJ Logistics parcel FAQ (Korean): absence, collection, and address changes.
- Lotte Global Logistics FAQ (Korean): delivered-but-missing parcels and tracking questions.
- Hanjin customer support (Korean): contact and claim routes.
AI tools assisted with research and drafting. The linked official guidance was checked for the issues covered here. This guide includes no claimed firsthand delivery experience. See the site's disclosure and disclaimer.