Help Center
Frequently asked questions
If you can't find answer here, please contact us through contact@kpopin.me
Payment
What payment methods are available?
Currently, all payments within the site are made through PayPal. You can pay using your card number even without a PayPal account, and even in this case, PayPal's buyer protection is activated. We are providing individual guidance for customers in some regions where PayPal does not work, so in that case, please select Offline Payment at checkout.
Is my payment safe?
Yes, your payment is completely secured. Payments on the site are processed through the PayPal provided by Wix, making it safe from threats. You can check secure guide at Wix (Link) and PayPal (Link). In addition to our customer policy PayPal purchase protection program is also automatically applied. You can check details in PayPal website (Link).
Shipment
What shipping method are available?
We offer a variety of shipping options. Standard air mail and Express air mail options are provided to all countries that can be shipped. In some available countries, we support surface mail, which is a low priced option. In most cases, it is sent through the post office in Korea and delivered through the post office of destination country. However, if you choose the express option, it may be shipped through couriers such as DHL, Fedex, and UPS.
How long does it take to receive my package?
This will depend on the shipping method and location. But generally we guide the delivery period as follows:
ㅤ> Standard Air Mail
ㅤㅤ- US, Canada : 5 to 14 business days
ㅤㅤ- Europe, Australia : 5 to 15 business days
ㅤㅤ- East Asia, Southeast Asia : 4 to 10 business days
ㅤㅤ- Rest of the world : 7 to 21 business days
ㅤ> Express Air mail
ㅤㅤ- US, Canada : 2 to 7 business days
ㅤㅤ- Europe, Australia : 2 to 7 business days
ㅤㅤ- East Asia : 2 to 7 business days
ㅤㅤ- Rest of the world : 2 to 10 business days
ㅤ> Surface Mail (Supported Countries)
ㅤㅤ- US, Canada, Australia : 50 ~ 80 days
ㅤㅤ- Europe : 60 ~ 120 days
ㅤㅤ- East Asia, Southeast Asia : 30 ~ 60 days
Please note that the above period is for reference only and the actual delivery period may be longer or shorter. Additionally, the pending period at customs is not included in the delivery date.
Is my package tracked?
Yes. Except where specifically noted, all of our shipments come with a tracking number. Packages will be shipped by registered mail or special handling. However, in the case of Standard Air Mail, tracking may not be provided or may treated as regular mail after arriving destination country. In most cases, it is possible to track whether the destination has been reached through our own systems and the Postal Service, but it may take time. For some countries (such as the United States, Canada, and Australia), real-time tracking is only available until parcel arrive the destination customs.
The tracking number I received is not valid.
Once you have made payment, we will issue you a tracking number as soon as delivery is available. But we need time for domestic shipping and handling. Tracking usually begins within 3 business days, but may take up to 7 business days for some products. If you do not see your tracking number after 7 business days, please contact us. We will quickly initiate steps to investigate and resolve the issue.
What if my package lost or damaged?
We want to make sure your delivery is as safe as possible. Nevertheless, if an unpleasant situation occurs, we will proceed with the following procedures. Please note that in case of loss, we will investigate through the delivery company, but in case of damage, you can request a video of opening and receiving. Please note that damage on outbox is not included in the scope of compensation.
Express Air Mail: A wide range of compensation applies. Both loss and damage are covered.
Standard Air Mail: Different regulations apply depending on the amount, country and weight. Basically, we follow each country's post office regulations, but we would provide additional compensation after investigation.
Surface Mail: For countries where insurance is available, it is included in the shipping cost. Therefore, compensation for the purchase amount is possible. Please contact us regarding coverage and available countries.
Do I have to pay customs duties?
If you have to, yes. We do not charge additional VAT on your order. Therefore, customers are responsible for paying duties on orders. However, for orders over $1,000, we can pay on your behalf through a courier company and bill you later. For high-value orders, a separate confirmation process is conducted. Most of the products we handle are exempt from tariffs under the WTO agreement, so only VAT is charged. Please understand that, for legal reasons, we are unable to fulfill requests such as changing the value of a customer's order.
Some countries' customs clearance policies are as follows:
ㅤ> USA : $800 (Duty Free), $2,500 (Informal Entries)
ㅤ> Canada : 20 CAD (Duty Free), 1,600 CAD (Informal Entries), 9.95CAD (Handling fee)
ㅤ> EU, UK : VAT is charged on all orders.
ㅤ> Japan : JPY 16,666 (Duty Free)
ㅤ> Singapore : 400 SGD (Duty Free)
ㅤ> Australia : 1,000 AUD (Duty Free)
ㅤ> Brazil : Tax ID is mandatory
ㅤ> Mexico : $50 (Duty Free)
We advise customers to check their country's import policy before ordering.
Note to customers from Europe: We are working to apply IOSS. Please understand that it's not available yet.
Product
Are all items authentic?
Yes. There is no doubt about it.
Can I request that the item be stocked?
Yes, please contact us through request@kpopin.me
We will promptly review availability for the artist or specific product you request. Most albums released within one year can be stocked, so please feel free to request it if necessary. Products scheduled for release can also be pre-ordered, too.