Q. What shipping methods do you provide?
A. All of our items are shipped via Royal Mail 'Signed For' delivery, you will receive a tracking code once your order has been dispatched. This code will only be updated twice; when the order has been dispatched, and when Royal Mail have attempted to deliver it.
The codes sent with Royal Mail 2nd Class do not activate until a delivery has been made/attempted. Only at this point will your code show any information!
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. You will be informed of any delays or shipping updates via email!
Q. Will I receive my order sooner if I purchase with 1st class than 2nd class?
A. Postage options do not include the time for us to process, pack and dispatch orders therefore this time needs to be considered when choosing your shipping option! When purchasing with 1st class shipping, this does not mean you will receive your order next working day, it will just be delivered quicker by the courier once dispatched.
1st class orders aim to be delivered within 1 working day after dispatch from our warehouse and 2nd class orders aim to be delivered within 2-3 working days after dispatch from our warehouse
Q. If I place multiple orders, will they be sent 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 offer free shipping in the UK?
A. Currently, we do not offer free shipping to any location. The total shipping cost is calculated based on the weight/size of the items and packaging - we try our best to keep this as low as possible, so for larger orders we may ship the order in multiple boxes!
Q. Do you ship outside the UK?
A. Yes! We ship to any countries* that Royal Mail 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 have been unable to receive deliveries to their home
Q. My order was supposed to arrive today, but it's late. Is it lost?
A. When your order has been packed and shipped, we will send you tracking information which you can use to track your parcel on the Royal Mail track and trace website. Please note that with Royal Mailed Signed shipping, this is not a fully tracked service - the tracking will only update upon dispatch and at each delivery attempt. We have no other means of tracking your parcels and advise you to wait 7-10 days for a parcel to arrive after you receive the tracking information.
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 4-7 business days (excluding weekends). International orders usually take 1 to 2 weeks.
Q. When will my preorder item 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 was missing a photocard/postcard/inclusion. Can I get a refund?
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 cannot offer refunds for this (as we paid full price for the album from Korea). Missing photocards is a common mistake with manufacturers and our only advice is to ask the company themselves if they can offer an exchange; unless the item was opened by our staff, the inclusions are not in our control.
Q. Why did I get charged fees to pickup my international order?
A. Unfortunately, the fees you are being charged upon delivery of your orders are customs practices determined by your country's customs office. Although we try our best to avoid you being charged, these are controlled by your government and we cannot predict whether you will be charged, or how much it will be. For additional information regarding your country's customs charges, we suggest contacting your local customs office directly.
Q. What payment options do you offer?
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. Only half of my order has arrived, where is the rest of my order?
A. This depends on how much you ordered, and the shipping option you chose at checkout! If you only received one parcel, and there are some missing items, it is highly likely your order has been sent in multiple parcels. Please give an extra day or two for the second parcel to arrive. If you have any concerns, or want to check up on your order for more specific details, feel free to email us.
Q. My order has been dispatched, but I entered the incorrect details. Can I have a refund?
A. Unfortunately, if for any reason there is a mistake with your order due to an error on your end (mis-type in an address, incorrect address, etc.), we cannot refund your order. If the order is sent back to us, we will happily re-send it to you, however you will need to cover secondary postage costs, as the error was not on our part. If you would rather have a refund, we can send that over when the items get sent back to us, however the refund will not cover postage costs.
Q. My order has been shipped but it has not arrived, what can I do?
A. If your order has not arrived to you within 14 days (if in the UK), or 1 month (if worldwide) of it being dispatched please contact us via email: email@example.com
You will need to contact us within 60 days of the dispatch date as this is the Royal Mail deadline for claims, unfortunately if it has been more than 60 days we are unable to make a claim for you or issue a refund.
Q. Royal Mail are currently on strike, when can I expect to receive my item?
A. In most circumstances we aim to make our customers aware of any upcoming Royal Mail strikes in advance via our social media accounts. This is so customers can order prior to the strikes if they need to receive their item sooner. Unfortunately due to strikes there will most likely be delays during shipping, we usually recommend customers waiting 10 business days (excluding weekend) before contacting us but during strikes we recommend waiting 20 business days (excluding weekends).