If you paid for duty-free goods in Korea but could not collect them, do not assume that the bag can be handed over after arrival or mailed to your hotel. First identify the retailer, your current travel stage and the exact mismatch. Then contact that retailer before its unclaimed-order window closes.
The useful dividing line is whether you are still inside the departure area, leaving on a changed flight, or already outside Korea or back in the arrivals area. Shilla and Lotte publish different storage and departure-change rules, so keep their timelines separate.
If you are still airside, fix the evidence mismatch first
At the pickup counter, compare the order with the documents in your hand:
- purchaser name and spelling;
- passport number and passport validity;
- departure date, flight number and departure airport;
- order or exchange-voucher number; and
- the retailer shown on the order.
Shilla’s current FAQ requires the departing purchaser, matching passport details, an exchange voucher and a boarding pass. If your passport was renewed, show the new passport and ask staff to check the order’s customs-declaration state before assuming that the number can be edited. Changing the purchaser requires cancellation and repurchase, which may change the price or benefits.
If the counter rejects collection, ask which field failed and record the answer. Do not leave with only “the system does not match.” A precise note such as “passport number differs” or “departure airport changed” gives customer service a solvable case.
If your flight changed but you have not departed
Update the departure record as early as possible. Shilla’s departure-change guide directs customers to My Shilla → Order History → Order History Details → Change Departure Information to change the date and flight number. It warns that a change close to departure may prevent collection, limits departure-information changes to three, and says a different departure country or airport/port requires cancellation and a new purchase.
If the online change does not work, Shilla publishes Global Customer Service at +82-2-2639-6000, weekdays 09:00–18:00 KST. Calling avoids the online sign-in step, but staff will still need to verify the order. Have the order number, passport, old flight and new flight ready; calling does not guarantee a change before boarding.
Lotte uses a different rule. Article 13 of Lotte Online Duty Free’s current terms says a customer who cannot collect on the original departure date may apply to change the scheduled departure and collect on the new date, provided that new departure falls within 150 days of the order date. Lotte lists Customer Service at +82-1688-3020.
If that number does not connect through your carrier, Lotte also publishes a guest 1:1 inquiry form. It opens without sign-in and asks for your name, email, purchased store and question; purchase inquiries need the order or exchange-bill number and the relevant data consents. Members are directed to sign in first. This is a support route to check, not an instant pickup authorization or a promise of an English reply.
These are retailer rules, not a single Korea-wide deadline. A Shilla order should not be planned around Lotte’s 150-day limit, and a Lotte order should not be treated as automatically canceled on Shilla’s schedule.
If you already left the pickup area or Korea
Collection is tied to departure. Shilla’s collection guide says domestic duty-free goods are collected from the bonded departure area and cannot be collected when entering Korea. Its current FAQ says an unclaimed product may be refunded or moved to another departure date after contacting customer service.
For Shilla, the FAQ says an unclaimed order is automatically canceled after 10 days if no change or cancellation is submitted. Ask support to confirm the cutoff for your order rather than counting on a last-day request. Cash or gift-certificate buyers must contact the original store. Refund processing does not establish when your card issuer will post the credit.
Lotte’s current terms describe a different sequence. Lotte holds goods for 15 days when they are not collected on the scheduled departure date. After that storage period, it may report and return the goods under customs procedures, and the order can be canceled. Contact Lotte rather than waiting for the hold to expire if you want to use a changed departure.
Send a complete support request
Use one message with the facts in chronological order:
Order [number] was scheduled for collection at [airport/terminal] before flight [number] on [date]. I could not collect it because [exact mismatch or missed pickup]. I am now [still airside / in Korea / outside Korea]. My next departure is [date and airport], if applicable. Please confirm whether this order can be moved to that departure or must be canceled, and tell me what documents you need.
Do not send a full card number by email or chat. Use the retailer’s official account page or published customer-service channel, and provide only the identifying details needed for the order check.
If cancellation is approved but the credit is missing, keep the retailer’s cancellation date and refund reference for your card issuer. If a later departure is approved, save that confirmation alongside the updated itinerary and recheck the collection location. Neither a card charge nor a general support reply is an updated pickup authorization.
Last checked: September 20, 2026.