Hello there! How can we help you?

Hello there! How can we help you?

You can send us an email or reach out to us via live chat. We'll assist you!

Frequently Asked Questions

How come I received one of my items but not the other?

To better serve out customers, we offer products from a variety of suppliers. You may receive multiple shipments when your order is being fulfilled by multiple fulfillment centers. There is no additional shipping fee when your order is split into multiple shipments.

Why isn't the tracking updating?

We offer Standard Registered Mail which is not step-by-step tracking. It updates as packages pass through customs, is out for delivery and confirms delivery. 

What is Standard Registered Mail?

Standard Registered Mail is a subsidized shipping service we offer to make the shipping more affordable. Standard Registered Mail is available on items that ship from China. It's not step-by-step tracking and confirms when the item is delivered.

What's your return policy?

All sales are final. We accept returns for refunds, for items damaged in transit or defective items. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. 

Can I cancel my order?

Yes, you can if it's within 48 hours. All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

When will I be charged?

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  In the rare instance the item is unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

How soon will my item(s) will ship?

If we process the charges to your credit card, it will ship within 8 business days from the date of your order.  The tracking information will get sent out automatically to the e-mail address you provided when checking out.  If you do not receive tracking information from us within 8 business days of your order, feel free to follow up with us at hello@kpop.exchange.

Please be aware Pre-Orders will not ship until they are release and ship to us from Korea. The release date may be found on the product page.

How long are shipping times?

Your products will ship within 5 to 8 days of you placing your order then take 4 to 6 weeks to reach your doorstep. Each product at Kpop Exchange has an estimated delivery time that you can find in the product page.

What happens if I receive a damaged item?

We accept returns for refunds, for items damaged in transit or defective items. To be eligible for a refund or exchange, you must email us within 5 days of receiving your item at support@kpop.exchange to alert us of the damage, then return the damaged item to us or to the warehouse where it came from. Please include some photos (> 1mb please).

Do you support Fan Group Orders (GOs)?

Yes! If you want to place a large group order, please reach out to hello@kpop.exchange with what you are looking to order. We are able to ship Group Orders worldwide. 

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