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# Support : service@dawayo.de   # Wholesale : info@dawayo.de

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Shipping/Quality Policy

Shipping/Quality Policy

A. In the case of standard delivery and express delivery, delivery is judged to be complete at the time of the first delivery attempt regardless of receipt. And delivery to an access point or kiosk is judged to be completed at the time the courier arrives at the corresponding location. In other words, the delivery completion date as defined by the shipping/quality policy may differ from the date the customer receives the actual product ( This has been added because the actual product receipt date may be delayed due to internal regulations of dormitories and apartments )

B. If delivery is delayed or failed due to a mistake on the part of the customer, ( e.g., entering an incorrect address – entering the recipient’s name in non Latin characters such as Korean – c/o not entered ) the compensation processing according to the shipping/quality policy is impossible. This means that the seller does not compensate for the shipping and additional costs involved in reshipment.

C. Even though the address and name were written correctly and the name tag was clearly marked on the front door of the building, if the delivery failed for an unclear reason ( returned to the seller ), or it was delivered after the normal delivery date due to re-delivery, or if the package is lost, we will file a claim on behalf of the customer to the carrier ( Depending on the situation, photos of the front door and name tag may be required )

D. Product damage is determined by the condition of the contents, not the condition of the packaging container. The term “partial damage” described in the shipping/quality policy refers to the case where a part of the contents leaves the packaging container, and the term “complete damage” refers to the case where more than 50% of the contents leave the packaging container.

E. In principle, refrigerated/frozen products are shipped only when express delivery is selected. Therefore, when the product temperature maintenance fails, the compensation method varies depending on the situation.

F. For shipments outside Germany where the delivery date is not clear, compensation can only be made for “product damage” situations.

G. In situations where both refund/point accumulation processing is possible according to the shipping/quality policy, if you select point accumulation processing, an additional 2% of the compensation amount will be accumulated.

H. In the event of a problem due to natural disasters ( e.g. heavy rain, heavy snow, flood, typhoon, etc. ), compensation cannot be processed for reasons such as delay in delivery excluding loss/damage.

I. Since our company sells food, all claims can only be processed within a week from the time of delivery.

Notification

If you have problems with delivery ( e.g. delivery delay, address problems, etc. ), the fastest and most reliable solution is to contact the shipping company's customer center directly.

UPS Deutschland

Phone : (+49) 0180 6882 663

DHL Deutschland

Phone : (+49) 0228 4333 112

Case 1 : Damaged product

Partial damage of dry product
  • Example : Part of a plastic lid, rice wrapper, snack bag are broken or torn
  • Situation : The packaging is partially damaged and the contents are partially spilled, but there is no problem with eating the product
  • Compensation Method : 20%~50% of the product purchase price will be refunded or points will be accumulated
  • Handling method : Damage claim – Check photos – Compensation
Complete damage of dry product
  • Example : Soy sauce bottle, sauce packaging plastic pack, beverage can are broken or torn
  • Situation : The packaging is completely damaged and the contents cannot be recovered ( liquids, etc. )
  • Compensation Method : 50%~100% of the product purchase price will be refunded or points will be accumulated
  • Handling method : Damage claim – Check photos – Compensation
Damage of refrigerated product
  • Example : Packaging of side dishes such as kimchi, pickled radish, ssam radish, tofu is torn
  • Situation : The packaging of the refrigerated product is damaged and the contents spill out
  • Compensation Method : Depending on the degree of damage, 20%~100% of the product purchase price will be refunded or points will be accumulated
  • Handling method : Damage claim – Check photos – Claim to the carrier – Compensation
Damage of frozen product
  • Example : Packaging of frozen products such as dumplings, fried foods, meat, seafood is torn
  • Situation : The packaging of the frozen product is damaged and the contents spill out
  • Compensation method A ( partial damage ) : 20%~50% of the product purchase price will be refunded or points will be processed
  • Compensation method B ( complete damage ) : 50%~100% of the product purchase price will be refunded or points will be processed
  • Compensation Method C ( In case of failure to maintain temperature due to partial damage ) : 20%~50% of product purchase price + 50% if express delivery is selected = will be refunded or points will be processed
  • Handling method : Damage claim – Check photos – Claim to the carrier – Compensation

Case 2 : Melted refrigerated/frozen product

Standard delivery
  • Compensation method : Compensation is not available because it was a standard delivery
Express delivery
  • Compensation Method A ( delivery within 1~2 days ) : 100% of the product purchase price will be refunded or points will be processed only when the product is returned again ( no return fee )
  • Compensation Method B ( delivery after 3 days ) : Compensation for shipping cost is available through a claim to the delivery company for the delayed delivery. 100% of the product purchase price will be refunded or points will be processed only when the product is returned again ( no return fee )
  • Caution : Claim cannot be processed with product photos / Compensation is not available if the customer discards the product at home

Case 3 : Product missing

Dry product missing
  • Compensation Method A : 100% of the product purchase price will be refunded or points will be accumulated
  • Compensation Method B : Resend the missing product
  • Handling method : Missing claim – Check photos ( 1st inspection team, 2nd packaging team ) – Compensation
Refrigerated/frozen product missing
  • Compensation Method A : 100% of the product purchase price will be refunded or points will be accumulated
  • Compensation Method B : Resend the missing product
  • Handling method : Missing claim – Check photos ( 1st inspection team, 2nd packaging team ) – Compensation
Dry/refrigerated/frozen product missing
  • Compensation Method A : 100% of the product purchase price will be refunded or points will be accumulated
  • Compensation Method B : Resend the missing product
  • Handling method : Missing claim – Check photos ( 1st inspection team, 2nd packaging team ) – Compensation
  • Caution : Compensation method A, B cannot be selected at the same time ( equally applied to 1, 2, 3 cases )

Case 4 : Return/refund ( change of mind )

Return policy
  • Return cost : 7 EUR per box of 0~30kg ( return via UPS Access Point )
  • On-site collection service : 10 EUR per visit ( UPS / date can be specified / time can not be specified )
  • Return address : Popeye GmbH, Nürnberger Str. 16-18, 40599, Düsseldorf
  • From : Customer name + order number
  • Caution : According to the German Consumer Protection Act ( Widerrufsrecht ), returns can only be made within 14 days of receipt
Refund policy
  • Refund method : In case of return due to change of mind, refund can be processed only with the payment method used for order
  • Refund period : refund processing is completed within 1~2 weeks
  • Caution : In case of return/refund due to simple change of mind, not damage or quality problem, refrigerated/frozen products cannot be processed. Refund only for the remaining amount excluding the return fee and the amount of refrigerated/frozen products

Case 5 : Others

Request to change address
  • Request before shipment : Free modification without label or tracking code cancellation fee ( 2 EUR )
  • Requests after shipment : cannot be modified ( the customer must directly contact the delivery company to correct it / claim, contact service not available / compensation for delivery delay or failure is not possible )
Refusal to receive without reason
  • Situation : Due to the absence of the customer, the first delivery attempt failed and delivery was made to the Access Point, but the customer refused to receive it without a justifiable reason ( eg, the distance to the Access Point, time, or the weight of the parcel )
  • Compensation method : No compensation is possible because an alternative delivery time/place was not specified in advance and the receipt was refused without a justifiable reason
  • Processing method : Wait until the limit of the delivery point such as Access Point ( at least 14 days ) – Confirm delivery of delivery – Apply return and refund policy due to simple change of mind
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