Shipping & Payment
Q. WHAT SHIPPING CARRIER DO YOU USE?
A. We only offer express shipping through DHL, which is estimated to arrive NEXT DAY for UK customers, and within 5 working days for all overseas customers. This service is highly reliable and flexible, allows for free item returns and for you to change/adjust delivery as needed, without having to contact us first.
After your items have been shipped, you will receive a notification from DHL EXPRESS ON-DEMAND DELIVERY (ODD) which will provide you with email/SMS updates about your shipments progress and estimated delivery date/time. If the shipment doesn’t fit your schedule, the free service enables you to choose a new time and place of delivery.
Q. HOW IS MY SHIPPING COST CALCULATED?
A. Shipping rates are calculated and displayed at checkout based on item weight! Standard shipping price in the UK is £5.00 for next-day delivery.
Q. DO I HAVE TO PAY IMPORT DUTY AND VAT CHARGES?
A. We ship from a UK warehouse, so no orders within the UK will be required to pay extra fees. Shipments to other countries may incur VAT/Customs Duty, which you will need to pay to your local postal/governing body when the package arrives to your country. We do not control whether you receive customs charges/how much the charge will be.
Q. DO YOU OFFER INTERNATIONAL MAIL TRACKING?
A. Once your order is shipped, you will receive a shipping notification email. Within this email there will be a link to track your shipment.
Your final mile delivery will be completed by the local postal authority in your country. The delivery windows are the standard aim, but please allow up to 15 working days for delivery in case of delays or problems en route.
Q. WHEN WILL MY ORDER BE DISPATCHED?
A. Please allow us 3-5 working days to process, pack and ship your order! We do our best to ship orders within 48 hours, but this isn't always possible when we're busier than usual. Shipping times displayed (1-3 working days, for example) do not include the time taken to process and pack your order.
Q. IF I PLACE MULTIPLE ORDERS, WILL THEY BE SHIPPED TOGETHER?
A. If you email us or contact us through social media as soon as possible after making your order, we will look into your orders to see if we can package and send them together! If you do not get in contact with us to let us know, we cannot guarantee your orders will be shipped in the same box, or even on the same date.
Q. DO YOU SHIP TO MY COUNTRY?
A. Yes! We ship to any countries that DHL can deliver to - when you enter your address at the checkout, the shipping rates to your country will be shown. If shipping isn't available to your address, unfortunately we aren't able to send items there.
*For customers in Kuwait, you may have to collect your order from the post office as previous customers sometimes have been unable to receive deliveries to their home
Q. MY ORDER WAS SUPPOSED TO ARRIVE TODAY, BUT IT DIDN'T. IS IT LOST?
A. When your order has been packed and shipped, you will be able to view and track your order via DHL ON DEMAND DELIVERY app. While they aim to delivery on time for everyone, sometimes there may be delays they cannot help, so we appreciate your patience if your package is delayed by a few days. Please direct any queries about the whereabout of your package to DHL, who will have more information than we do!
For international orders, your order could take longer due to flight delays, customs, or shipping delays in your country. Typically, if you are in the UK you can expect to receive your order within 2 business days (excluding weekends). International orders aim to arrive within 5 business days,
Q. WHEN WILL MY PREORDER ARRIVE?
A. The Korean release date for pre-order items is not the day that your order will be shipped - it will usually take at least 1-2 weeks for items to be dispatched from Korea and delivered to our warehouse in the UK. As soon as new items arrive at our UK warehouse, we will ship pre-orders first before taking any new orders for that item. If you have placed an order containing a pre-order item and other non pre-order items, your items will be sent together once the pre-order item has arrived.
Q. MY ALBUM IS MISSING INCLUSIONS, WHAT DO I DO?
A. All of our albums are factory sealed from Korea, and we cannot open them to check what inclusions are inside- this means that any missing items are a factory mistake and not a fault of our shop, so we are limited to what we can do to prevent this. If you take a video unboxing your album and we can see the items are missing we can offer an exchange, but without video proof we are unable to offer any refund or exchange for this, as we cannot verify that the items were missing when the album was still sealed.
Q. HOW DO I PAY FOR MY ORDER?
A. We currently accept all major credit and debit cards, American Express, Apple Pay and Google Pay. We don't currently take Paypal on our website.
Q: CAN I LEAVE DELIVERY INSTRUCTION FOR THE DHL DRIVER?
A: Unfortunately, delivery instructions left on our website (such as special requests for the delivery driver) are not visible to DHL or their couriers. These notes are only for our internal use when preparing your shipment and cannot be communicated directly to the delivery team.
Q. WHAT SHOULD I DO IF I HAVE SPECIFIC DELIVERY REQUESTS FOR THE COURIER?
A: For specific instructions, we recommend contacting DHL Customer Service directly once you’ve received your tracking number.