CANCELLATION
Order cancellation is not available due to change of mind or simple fickleness once purchased basically.
- Customer should contact CS team (customer@kpopmart.com) within 24 hours after an order placed if any matter, order issue or unbearable reason for cancellation happens.
- Cancellation itself is not possible once shipment is dispatched as well as preorder item is issued. If it is mentioned as "non-canceled item" at the product page, cancellation is not acceptable but customer can email to customer@kpopmart.com for assistance.
- Part of ordered items can be canceled due to manufacturing issue, supply matter and some other reasons. If an order or product canceled, (full / partial) cancellation notice is emailed and payment is refunded via PayPal within 1~2 business days after dispatched shipment.
- Payment can be refunded in Kpopmart voucher credit for the orders placed with bank wire or western union.
- PayPal fee is not refundable by any reason unless the reason of cancellation is caused by Kpopmart.
RETURN
(1) If shipment would be returned by postal service at destination country by any reason, RSN (Returned Shipment Notification) would be emailed including photos.
- If a customer wants to get shipment back, customer should pay shipping and handling charge for resending shipment.
- If a customer does not want shipment back, customer should reply to RSN and request refund.
- Initial shipping cost is the whole expense paid to Korea post and courier company for sending shipment thus it is not refundable. If requested refund, payment will be refunded in cash via PayPal or in Kpopmart voucher credit after deducting initial shipping cost.
- Handling charge can be deducted from order amount as well if charged by postal service.
- Shipment will be reserved within 4 weeks from returned date and storage cost would be serviced on Kpopmart.
(2) Customer can return shipment if product has an original permanent defect from manufacturing process.
- If an original defect is found (unplayable disc, unusable device, etc.), customer should send order number, a short film of unboxing and photos of Kpopmart box package, defective products to customer@kpopmart.com within 7 days of delivery. Kpopmart will answer back to customer for authorization of package return.
- To get refund or replacement, defective item should be returned to us and submitted to recordings and manufacturers.
- Kpopmart will submit returned product to recordings or manufacturer after receiving and it can take 2 to 4 weeks for examination.
- If figured out the reason of defect is manufacturing issue, full order amount would be refunded in cash via PayPal or replacement will be sent according to the customer's request. Shipping cost of returned shipment will be refunded in cash via PayPal or in Kpopmart voucher credit (customer should provide a photo of shipping fee receipt to get refund).
- If it is figured out the reason of defect is not manufacturing issue, customer should pay shipping cost and get the product back.
- Unauthorized return (without communication with CS team) is not acceptable.
DAMAGE
1. SMALL PACKET AIR MAIL • K-PACKET
- Any damage, lost and late delivery of shipment are not compensated.
2. EMS • EMS PREMIUM
- Compensation is provided only when customer pay for insurance before shipping.
- Customer should send a short film of unboxing and photos of Kpopmart box package, packing stuffs and damaged product to customer@kpopmart.com and ask to issue investigation request for damage during delivery.
- Once Kpopmart will inform customer investigation request is issued, customer should submit damage report to local postal service and inform it back to customer@kpopmart.com.
- It can take up to 1 month to get investigation result and compensation can be provided or not provided according to the judgement of Korea post and postal service of destination country.
- Such defects as missing photocard, scratch or flaws and dents of product case, etc. are not for compensation or replacement.
3. DHL • UPS
- Compensation is provided only when customer pay for insurance before shipping.
- Customer should send a short film of unboxing and photos of Kpopmart box package, packing stuffs and damaged product to customer@kpopmart.com.
- Kpopmart check with courier companies for damage and inform customer for compensation, replacement or package return if possible.
- Such defects as missing photocard, scratch or flaws and dents of product case, etc. are not for compensation or replacement.
LOST
Incoterms of all the shipping methods is DAP (Delivered at Place) thus none of accidents (damage/lost, theft, robbery, distruction, etc) or natural disasters (earthquakes, tsunamis, flood, etc.) are covered by Insurance.
If customer wants to change it to CIF (Cost, Insurance and Freight) for possible damages or incidents, customer should email to customer@kpopmart.com within 24 hours after placing the order and pay insurance cost separately.
1. SMALL PACKET AIR MAIL • K-PACKET
- Any damage, lost and late delivery of shipment are not compensated originally because these shipping methods are not covered by insurance originally.
- Customer can request official investigation for K-Packet shipment if there is no update on tracking result after 40 business days from shipped date.
- Kpopmart issue investigation request through Korea post and it can take weeks to months to get result from issued date.
2. EMS • EMS PREMIUM
- If no one is at delivery address at the time of delivery, shipment will be back to postal service or return to sender (Kpopmart). Customer should check tracking result time to time and try not to miss its delivery.
- Customer can request official investigation for EMS and EMS Premium shipment if there is no update on tracking result after 20 business days from shipped date.
- Kpopmart issue investigation request through Korea post and it can take up to 1 month to get result from issued date.
- It is not guaranteed to refund the full order amount or to resend all the products though package is lost/damaged during delivery caused by shipping/courier company's carelessness and by customs at destination unless customer pay for insurance separately before shipping.
- Customer should check tracking result by himself and send email to customer@kpopmart.com if any matter or assistance.
3. DHL • UPS
- If no one is at delivery address at the time of delivery, shipment will be back to courier company or returned to sender (Kpopmart). Customer should check tracking result time to time and try not to miss its delivery.
- Customer can request official investigation for express shipment if there is no update on tracking result after 7 business days from shipped date.
- It is not guaranteed to refund the full order amount or to resend all the products though package is lost/damaged during delivery caused by shipping/courier company's carelessness and by customs at destination unless customer pay for insurance separately before shipping.
- Customer should check tracking result by himself and send email to customer@kpopmart.com if any matter or assistance.
