What is Auntie Kim?

Auntie Kim is a global Korean product sourcing and shopping service. We are operated by AuntieKim Holdings, based in Abu Dhabi, UAE, with fulfilment carried out by our trusted partners in South Korea.

We offer two ways to shop:

• Auntie Kim's Picks — Products we have hand-picked and made available for direct purchase.
• Personal Sourcing — You tell us what you want, and we purchase it from Korea on your behalf.

How is Auntie Kim different from a typical shop?

We are a sourcing and fulfilment service, not a manufacturer or brand owner. For Auntie Kim's Picks, product responsibility remains with the original brand or manufacturer. For Personal Sourcing orders, we act as your purchasing agent. We take care of inspection, packaging, and shipping.

How do I place an order?

• Auntie Kim's Picks: Add items to your cart and check out directly on our website.
• Personal Sourcing: Contact us via WhatsApp at +971-55-132-8828. Share the product link or photo, along with your preferred options, quantity, and delivery country. We will send you a quote covering the product price, handling fee, and estimated shipping cost.

What currency do you use?

All payments are processed in US Dollars (USD).

Can I cancel my order after payment?

• Auntie Kim's Picks: You may cancel before fulfilment or dispatch begins.
• Personal Sourcing: You may cancel only before we have purchased the item in Korea. Once purchasing has started, cancellations are not possible.

What is the handling fee?

A handling fee applies to Personal Sourcing orders only. It covers item inspection, secure packaging, and order consolidation. Auntie Kim's Picks prices already include basic handling.

• 1 item — USD $5
• Up to 5 items — USD $10
• Up to 10 items — USD $15
• Up to 15 items — USD $20

How long does delivery take?

Typically 5 to 15 business days after dispatch. Delivery times may vary depending on customs clearance, courier performance, and your destination country.

Can I track my order?

Yes. We will send your tracking number by email once your order has been dispatched. Most shipments are sent via EMS and can be tracked on the official EMS website.

How are shipping fees calculated?

Shipping fees are estimated based on package weight, dimensions, destination country, and courier rates at the time of your order. The quoted fee must be confirmed before payment.

Who pays customs duties and taxes?

As the importer of record, you are responsible for all customs duties, VAT, import taxes, and clearance fees required by your destination country.

What if my package is lost or damaged?

Compensation is only available if shipping insurance was purchased before dispatch. Without insurance, all risk of loss or damage passes to the customer once the package has been handed to the courier.

When can I request a refund or return?

• Auntie Kim's Picks: Return or exchange requests must be submitted within 30 days of delivery. Items must be unused, in original packaging, with tags attached.
• Personal Sourcing: Returns are only possible if the Korean seller approves, the item is unused and unopened, and the request is made within 30 days.

What if my item is defective or incorrect?

Claims must be submitted within 72 hours of delivery. Please include clear photos of the item and packaging, along with your tracking information.

When is a refund not possible?

• You change your mind after the purchase has been made
• The item cannot be returned or resold in Korea
• The item is seized or disposed of by customs
• Incorrect or incomplete shipping information was provided

How are refunds processed?

Approved refunds are returned to your original payment method within approximately 10 business days. Shipping fees, handling fees, and customs charges are non-refundable.

What items cannot be shipped?

We are unable to ship hazardous goods, perishables, alcohol, tobacco, vaping products, prescription medicines, weapons, precious metals, cash, personal documents, plants, live animals, or counterfeit goods. Restrictions vary by country — please confirm import eligibility before placing your order.

What law governs disputes?

All disputes are governed by the laws of the United Arab Emirates, in accordance with our Terms of Service.

What is Auntie Kim's liability cap?

To the fullest extent permitted by law, our liability shall not exceed the total amount paid for the relevant order. Our responsibility ends once the package has been handed over to the courier.

How do I reach customer support?