FREQUENTLY ASKED QUESTIONS

Featured Questions

I am interested in Drop-Ship service or want to ship my order to my friend

Sure! The address does not need to be your own; you may just set the shipping address to your customer's or friend's during the check out.

If you have any trouble regarding the shipping address, feel free to contact our customer service: kpoptownservice@gmail.

I would like to be a wholesaler/reseller.

Please contact Kpoptownservice@gmail.com. We will give you more detail.

Faq Sections

Shipping

Do you ship to my country?

Sure, we ship to almost all countries. But shipping to some African and Middle American countries is restricted.

If you cannot find your country during the check-out, feel free to contact our customer service.

How long should I wait until the package arrives?

It actually depends on your shipping option and circumstances.

EMS and DHL usually take only three to five days to reach most countries.

Small packet and K-packet take two to four weeks in most cases.

Air parcel takes similar time as K-packet, but it can carry more than two kilograms, unlike K-packet or small packet.

Korean domestic shipment only takes a couple of days.

But please note that the delivery could be delayed under certain situations, like customs hold or unexpected disaster.

Also, preparation before actual shipment might take longer for some products.

How much is the shipping cost?

The shipping cost depends on the package's weight, destination country and carrier. Please add your items into the cart. Our system will automatically show your shipping cost after you decide items and shipping address.

Product - CD & DVD & MD

Is the album a “first press”?

If you place your order during the pre-order period, the album is the first-press for sure. After the pre-order, however, We cannot assure whether an album is a first-press or not; the manufacturer does not show the press version on the cover, and we cannot check the inside since the album comes to us sealed.

Are photocards included in my album?

The photo card usually comes with only the first-press, but it varies among albums. We usually make it clear on the item page, so please check the item description for the album. If you place your order during a pre-order period, the album is the first-press for sure, but after that, we cannot make sure that you will get a first-press. The manufacturer does not display the press version on the cover, and we are not able to check the inside because the album comes completely sealed.

I wanted a poster with my order but I forgot to select it when purchasing my CD.

Please contact Kpoptownservice@gmail.com and inform us of your order number. We will help you add a poster to your order.

Order

How do I cancel my order?

Please contact kpoptownservice@gmail.com and ask for cancellation. We will cancel your order and get you a refund within six business days.

However, cancellation could be rejected under certain circumstances. If the package already shipped out or the packing was already done, for example, the order cannot be canceled.

I would like to change the order detail, but the payment has already been done. What do I do?

Have no worries! Please contact our customer service, kpoptownservice@gmail.com, and ask for assistance.

We are willing to help you change the order detail, like adding / removing some products or changing the poster option.

What is the difference between 'unfolded poster' and 'unfolded poster SA' options?

Simply put, unfolded poster SA is a safer version of normal unfolded poster option.

We usually ship unfolded posters separately in a poster tube through 'small packet' carrier. The poster tube almost always makes its way safely, but for some countries, this is not the case.

Since we had lost so many poster tubes heading to South American and Middle East countries, we have decided to use K-packet (a registered mail service) when we ship poster tubes to this region. ('SA' actually stands for 'South America').

You can still choose 'SA' option even though your shipping address is not South American or Middle East countries. In this case, you will receive the tracking code for your poster tube as well, or we will ship your albums and posters all together in a big cardboard box.

Product - ETC

I want to purchase shoes and clothes, but the size table looks different from that of my country. Which size should I choose?

The product page says that numbers are restricted due to built-in battery. What does it mean?

Some products are limited in quantity, due to air transport safety regulation regarding built-in battery. The postal service says that there is a potential risk of fire on board, if too many of such products are stacked in the same package.

Here are some examples for the limit:

1.Electric hand fan, USB-charged hand warmer, light stick power bank: DHL - up to two pieces per parcel (order). Korean domestic shipping - no restriction.

2.Kihno albums, light key ring and voice key ring: small packet / K-packet - up to two pieces. DHL - No restriction. Korean domestic shipping - no restriction

I heard cosmetics cannot be delivered under certain situations.

Cosmetics product cannot be delivered for certain countries and shipping options.

For instance, the import of cosmetics is prohibited in Italy by the customs law.

And cosmetics delivery to Mexico is not available through DHL (the other shipping options are fine).

Also, you cannot add cosmetics in your order if you are using 'EMS Premium' as the carrier.

SHOPPING

Does my purchase count on the Hanteo Chart?

Sure! We send our purchase data to the Hanteo chart on a regular basis. You can support your favorite K-pop artist by shopping with Kpoptown.

I have an item that I would like to purchase but it is not listed on kpopown.

Please send the picture or link of the item you are interested in to this e-mail address: kpoptownservice@gmail.com. We will do our best to get them in stock. Any suggestions will be appreciated!

Do you restock your items?

We restock most of our items per week (or a couple of weeks). If you have any item you are interested in, please contact kpoptownservice@gmail.com and let us know. We will do our best to have it in stock again.

Wholesale / Reseller

I am interested in Drop-Ship service or want to ship my order to my friend

Sure! The address does not need to be your own; you may just set the shipping address to your customer's or friend's during the check out.

If you have any trouble regarding the shipping address, feel free to contact our customer service: kpoptownservice@gmail.

I would like to be a wholesaler/reseller.

Please contact Kpoptownservice@gmail.com. We will give you more detail.

I want to use another shipping options like LBC and Aramex for my wholesale order. Is it possible?

Yes, you may, but you need to contact LBC or Aramex Korea directly and arrange the shipment schedule with them first.

Then you should set the shipping address to their office in Korea on our website. We will send your package to their office.

You will pay us only the domestic shipping fee and pay the international shipping cost to LBC or Aramex directly.

Also, please note that we are not responsible for any potential damage during the delivery, in case the shipping is done by a third-party logistics company.

Payment

How can I make my payment in Kpoptown? I want to know about your payment options.

You may pay through Paypal. You will see the options during the check-out.

Paypal usually offers credit card options, but if the website does not show the option, feel free to contact our customer service; we will send you a payment-requesting mail directly and help you finish the payment with your credit / debit card.

I am trying to pay using Paypal but keep receiving error messages.

The most common reason for the error is that your shipping and(or) billing address saved in your Paypal account have some kind of problem. Please contact Paypal and ask for further assistance.

How can I convert my loyalty points into a voucher?

To convert your loyalty points to a voucher, please log in your account and go to the “My account” page. On the bottom, you will see “My loyalty points”.

In the loyalty point page, click “Transform my points into a voucher." at the bottom of the page.

You can also check your remaining gift vouchers at “My vouchers from loyalty points” section. A gift voucher is available for one year.

Each voucher has a voucher code. During the check-out, you may see a blank for a gift voucher code. Please type in your code and apply the discount.