Customer Center +82 1544-8580 (Mon - Fri 9:00 AM - 6:00 PM)
  • I can't remember the ID/Password. How can I find it?
  • 1. Select Shipping Location > Log-in > Find my ID/Password > Go to the member ID/PASS search page of each regional office.


    2. The ID/PASS search is different for each member affiliation.
    Atomy members operated by corporations  - Find ID/password on each corporation website
    Global integrated member (Atomy member not established as a corporation  - https://join.atomy.com/login/findAccount
  • [Orders/Payments] Why do the products shown vary by shipping location?
  • Products that are restricted or prohibited by each region cannot be purchased, so only a list of products that can be purchased is shown when selecting a shipping location. 

  • [Others] How many products are there at At.G Mall?
  •  

    • ​A total of 50 products will be exhibited as 24 dry food products, 20 cosmetic products, and 6 other products, but may differ depending on the shipping location. In addition, products released by the relevant corporation cannot be purchased. 
    • And items that can be purchased at At.G Mall will be added continuously. 

     

  • [Exchange/Returns] Is exchange/return possible?
  • Sorry, but exchanges/returns using At.G Mall are not possible.

    Checking the checkbox at the order/payment stage can be considered as consent for this content. ​ 

  • [Returns/Refunds] What happens in the case of a product defect other than a simple change of mind?
  • Sorry for the inconvenience, please use At.G Mall's 1:1 Counseling inquiries.

     

    1. Please submit within 7 days of delivery completion.

    2. Log-in At.G Mall > Customer Center > 1:1 Counseling inquiries.

    3. Please write and attach the image of the defective product and send it back if you submit it.

    *In particular, please take a photo that falls under the following two categories.

    (1) Condition of the product

    (2) Barcode and number at the bottom of the product

  • [Shipping] What happens to damage, loss, or omission during shipping?
    • 1. User's own mistake (incorrect address, information) _ Non-compensatory user responsibility
    • 2. Damage or loss during delivery _ If proof is possible, the logistics company will process insurance.  
  • [Orders/Payments] Until when can I cancel my order/sales?
  • The order/payment and sales date designation at At.G Mall are all based on the 'Korean date and time'.

    Cancellation of sales is possible until 7:00 a.m. the next day from the date of order in Korea.

    However, once export declaration has started, cancellation is not possible.


     

     

  • [About PV] Is it possible to specify a sales date?
  • It is not possible to specify the sales date at At.G Mall. 

    The purchase date is designated as the sales date and cannot be changed by the manual or by the manager.

  • [Shipping] What is the shipping cost?
    • Shipping cost is automatically calculated and displayed based on product weight and regional unit price.
    • Atomy Korea pays separately for agency fees, international airline fuel surcharges, and export customs fees incurred at At.G Mall.
    • However, it can generate additional import clearance costs for shipping purposes arrival area must be paid by the goods recipient. 
  • [Others] In which countries is the At.G Mall's service open?
  • Currently, there are a total of 15 countries in the first service opened, and the regions are exposed when you log in to the site.

    (As of June 23, 2021 service opening date)

    ☞Asia (6) Hong Kong, Japan, Malaysia, Mongolia, Singapore, Taiwan

    ☞America (2) USA, Canada 

    ☞Europe (5) Germany, Switzerland, UK, Italy, France 

    ☞Oceania (2) Australia, New Zealand 

  • [Others] If I have an Atomy ID, can I purchase items at At.G Mall?
  • Currently, you can purchase after logging in for Atomy global Atomy members, excluding those in Korea, China and India.

    Integrated global members can also log in and purchase. ​ 

  • [Shipping] Is there a way to check the import customs regulations of each region?
  • Japan - https://www.customs.go.jp/

    Taiwan -  https://web.customs.gov.tw/

    Singapore - https://www.customs.gov.sg/businesses/importing-goods/quick-guide-for-importers

    Malaysia - http://www.customs.gov.my/

    Hong Kong - http://www.customs.gov.hk/en/cargo_clearance/index.html

    Mongolia -  https://customs.gov.mn/

    USA - http://www.cbp.gov/trade/basic-import-export

             http://www.cbp.gov/xp/cgov/toolbox/forms

    Canada -  www.cbsa-asfc.gc.ca

    UK - https://www.gov.uk/government/organisations/hm-revenue-customs

    Germany -  www.zoll.de

    France - https://www.douane.gouv.fr/

    Italy -  https://www.adm.gov.it/portale/

    Switzerland - https://www.ezv.admin.ch/ezv/en/home.html

    Australia -  https://www.abf.gov.au/

    New Zealand - https://www.customs.govt.nz/​ 

  • Is there a way to check the import customs regulations of each region?
  • Japan - https://www.customs.go.jp/

    Taiwan -  https://web.customs.gov.tw/

    Singapore - https://www.customs.gov.sg/businesses/importing-goods/quick-guide-for-importers

    Malaysia - http://www.customs.gov.my/

    Hong Kong - http://www.customs.gov.hk/en/cargo_clearance/index.html

    Mongolia -  https://customs.gov.mn/

    USA - http://www.cbp.gov/trade/basic-import-export

           http://www.cbp.gov/xp/cgov/toolbox/forms

    Canada -  www.cbsa-asfc.gc.ca

    UK - https://www.gov.uk/government/organisations/hm-revenue-customs

    Germany -  www.zoll.de

    France - https://www.douane.gouv.fr/

    Italy -  https://www.adm.gov.it/portale/

    Switzerland - https://www.ezv.admin.ch/ezv/en/home.html

    Australia -  https://www.abf.gov.au/

    New Zealand - https://www.customs.govt.nz/​  

  • What is the shipping cost?
  •  

    • Shipping cost is automatically calculated and displayed based on product weight and regional unit price.
    • Atomy Korea pays separately for agency fees, international airline fuel surcharges, and export customs fees incurred at At.G Mall.
    • However, it can generate additional import clearance costs for shipping purposes arrival area must be paid by the goods recipient. 
  • Is exchange/return possible?
  • Sorry, but exchanges/returns using At.G Mall are not possible.

    Checking the checkbox at the order/payment stage can be considered as consent for this content. ​  

  • What happens in the case of a product defect other than a simple change of mind?
  • Sorry for the inconvenience, please use At.G Mall's 1:1 Counseling inquiries.

     

    1. Please submit within 7 days of delivery completion.

    2. Log-in At.G Mall > Customer Center > 1:1 Counseling inquiries.

    3. Please write and attach the image of the defective product and send it back if you submit it.

    *In particular, please take a photo that falls under the following two categories.

    (1) Condition of the product

    (2) Barcode and number at the bottom of the product 

  • What happens to damage, loss, or omission during shipping?
    • 1. User's own mistake (incorrect address, information) _ Non-compensatory user responsibility​
    • 2. Damage or loss during delivery _ If proof is possible, the logistics company will process insurance.  
  • Until when can I cancel my order/sales?
  • The order/payment and sales date designation at At.G Mall are all based on the 'Korean date and time'.

    Cancellation of sales is possible until 7:00 a.m. the next day from the date of order in Korea.

    However, once export declaration has started, cancellation is not possible. 


     

  • Where is international shipping available?
  • Currently, there are a total of 15 countries in the first service opened, and the regions are exposed when you log in to the site.

    (As of June 23, 2021 service opening date)

    ☞Asia (6) Hong Kong, Japan, Malaysia, Mongolia, Singapore, Taiwan

    ☞America (2) USA, Canada 

    ☞Europe (5) Germany, Switzerland, UK, Italy, France 

    ☞Oceania (2) Australia, New Zealand  

  • In which menu do you track shipments?
  • ​After the export customs declaration is completed, an 'invoice number' is issued to enable tracking of the shipment. If the invoice number has been issued, a Delivery Tracking button is created in the status of the order history.

    HOME > Log-in > My Page > Order/Shipping

     

     



    • ​In the case of an order that occurred at At.G Mall, it proceeds as follows.

     

    Order and payment > Export customs declaration > Air transport waiting > Departure from Incheon Airport > Arrival at destination area > Import customs clearance > Local delivery > Customer delivery.

  • I missed receiving the product because I was absent. What should I do?
  • Please check the message left by the logistics company to the member (e-mail, text message, note, etc.), and contact the customer center of the shipping company to check. 

  • Can I change the options after placing an order?
  • Options cannot be changed after placing an order. Please order again after canceling the order. 

  • Can I change the shipping address after placing an order?
  • Change of shipping address can only be changed in the status of "Payment completed" in "Same Shipping Location".

    Please note that changes cannot be made when the export declaration is "Delivery preparation"!

     

    In "Payment Completed" status,

    you can “change delivery address” in Log-in > My Page > Order/Shipping.

  • If I purchase more than two products, can I specify the shipping address for each?
  • Sorry, but that's not possible. Only one shipping address can be entered per order number. 

  • I placed an order for several products at once, is it possible to partially cancel the order?
  • We are sorry, but partial cancellation is not possible. Please order again after canceling all. 

  • What are the payment methods?
  • At.G Mall, only credit cards issued overseas - VISA/MASTER/JCB/UNIONPAY payment are accepted.

    *Credit cards issued in Korea are not accepted 

  • I canceled my order and my credit card was charged.
  • First of all, we apologize that you were charged even though your order was cancelled.

    In the case of credit card cancellation, depending on the card company, it may take 7 to 1 business days.

    Currently, our system confirms that the cancellation process has been completed, so please check whether the credit card has been canceled through the credit card company even if it is troublesome.

    Please note that if the card payment has already been withdrawn, it may be partially refunded or deducted from the next month's card payment according to the card company's policy. 

  • [Exchange / Returns] How do I request an exchange/return?
  • We are sorry, but exchange/refund due to simple change of mind is not possible at At.G Mall. 

  • Is it possible to pay by credit card installment?
  • At.G Mall only accepts one-time payment. 

  • Is there a limit on the purchase amount per order?
  • There is a purchase amount limit of KRW200,000 won per order, but this amount is the product price excluding shipping costs.

    Payment is possible if the total of the ordered product and shipping cost exceeds KRW200,000. 

  • Can I order multiple times a day according to the purchase limit?
  • It is possible to place an order multiple times a day, but additional import customs fees may increase after arriving at the shipping destination. We recommend that you place your order at least 3 to 7 days in advance.

  • [Order/Payments] What are the payment methods?
  • At.G Mall, only credit cards issued overseas - VISA/MASTER/JCB/UNIONPAY payment are accepted.

    *Credit cards issued in Korea are not accepted  

  • Is it possible to specify a sales date?
  • It is not possible to specify the sales date at At.G Mall. 

    The purchase date is designated as the sales date and cannot be changed by the manual or by the manager. 

  • [Orders / Payments] What to do in case of card payment error?
  • In case of payment error, please check the action method through the link below.

     

    [English]

    https://pgdownload.uplus.co.kr/banner/errguide/pc_errorguide_EN.html

     

    [Japanese] 

    https://pgdownload.uplus.co.kr/banner/errguide/pc_errorguide_JP.html 

     

    And for other errors, please contact 1:1 QnA board.

    If you take a screenshot and upload it along with the name of the browser you are using at the time of payment, you can check it more quickly. 

  • What to do in case of card payment error?
  • In case of payment error, please check the action method through the link below.

     

    [English]

    https://pgdownload.uplus.co.kr/banner/errguide/pc_errorguide_EN.html

     

    [Japanese] 

    https://pgdownload.uplus.co.kr/banner/errguide/pc_errorguide_JP.html 

     

    And for other errors, please contact 1:1 QnA board.

    If you take a screenshot and upload it along with the name of the browser you are using at the time of payment, you can check it more quickly.  

  • On which day is the PV of sales paid on 'Sunday' updated?
  • 1. At.G Mall, the sales date is based on the Korean date/time of payment.

    2. When purchased on Sunday(KST), the sales date is designated as 'Saturday', which is the day before.​