Can I modify or cancel my order?
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, any modifications or cancellation can only be done within 12 hours after you have placed an order. After that, you can no longer cancel the order as our system will automatically forward the order to the production process.
EXEMPTION: OFFICIAL Merch are not eligible for cancellations and refunds-- even within the 12-hour window as orders are automatically submitted for processing.
How do I know what size to choose?
When you view the products you wish to purchase, the size charts are shown along with the descriptions about the products.
I made a mistake and ordered the wrong size. What should I do?
Don't panic. Email firstname.lastname@example.org immediately and tell us the modifications in your order. Our friendly representatives will be able to help you fix your order if order was done within the last 12 hours. After 12 hours, orders cannot be modified or cancelled because it has already been transferred to production. Please ensure your sizes are correct upon purchase.
The size of my order doesn't fit me too well. What can I do?
In the rare event that you are unhappy with the fit of your shoe, Kpopcollector will process a free exchange for you, for up to 2 sizes difference. However, store credits/refund will not be issued for sizing disputes, only exchanges are allowed. Free Exchanges will only be allowed once per shoe order. Any costs related to exchanges past the first free exchange won't be covered by Kpopcollector.
In order for a free exchange to be processed, buyers must provide the following information: the reason the shoe didn’t fit (i.e. too small, too big, too narrow), the new size you desire, your name and order number.
Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange by Kpopcollector. To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.
Free sizing exchange requests only apply to high tops, low tops, sneakers, boots, casual shoes, flip flops, faux fur boots and slip-ons. No other product in the Kpopcollector catalog is eligible for a free size exchange.
Official items are final sale and don't qualify for a refund, store credits nor exchange
PAYMENTS AND PRICES
What payment options do you have?
We offer secure payment options such us credit cards, PayPal and stripe payments.
How do I know how much it would cost me in my own country’s currency?
We provide a currency converter on our website (see menu options at the header), if your currency is not there, you can always use google currency converter for an estimated amount. You will be charged the USD equivalent upon checkout.
SHIPPING AND DELIVERY
Can you ship to my country?
Kpopcollector is a worldwide brand and is very proud to offer worldwide shipping services all over the world. Our goal is to bring items you love to your doorsteps through our secure and reliable carrier partners worldwide. We will continue to strive to meet all the needs of our customers through value-added customer service and delivering top quality items worldwide.
How long does it take for my orders to be delivered?
We usually ship items within 24 hours after an order is placed on our system. Selected items require 5-7 production days. Over-all, buyers will be able to receive their parcels within 2-3 weeks (within US)/ 3-4 weeks (outside US) from the date of purchase. It is typically in most cases quicker than this though sadly we do not have control over postal and courier services. If your item has not arrived after 28 days please get in touch with us at email@example.com
I’m ordering multiple items, will they come as one package?
Please note that if you order multiple items they may be sent in separate packages due to weight maximum requirements with our couriers.
Why am I getting charged shipping?
Only selected items are free shipping. There are some items which aren’t qualified for free shipping. This is due to the fact that each item being delivered has to satisfy maximum weight requirements of our couriers. That being said, the shipping fees cannot be waived as they are third- party charges. However, since we value your business, we regularly offer discount codes to cut costs for you. Send a message to our website support messenger (you see this pop up while you shop, we have a representative to support you 24/7) and we shall give you a special discount code.
How do I track my package after it has been shipped?
As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website. Should you want to know your tracking number, please contact us within 4-7 business days after you receive an confirmation shipping email from us. We also provide a tracker on our header. For any further concerns, email us at firstname.lastname@example.org.
Duties, Tax and Charges
Custom Duties, Tax and Charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.
Tracker says my package has been delivered but it's not here.
We give email notifications about the status of your shipments. If your tracker is stating that the item is delivered but it isn't in your door/box and have confirmed that none of your neighbors nor housemates has seen it, please contact the courier customer service right away. State your tracking number and verify your address on file with them and state your concerns. KpopCollector is not liable and will not provide any compensation for packages that are declared DELIVERED but customer declares as lost or stolen.
I think my package was lost or stolen, what do i do now?
KpopCollector is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, please contact our customer service team so we can assist you.
RETURNS & EXCHANGES
What is your return policy?
If an item is damaged or is shipped with a poor-quality print, you must send us a photograph of the poor-quality print or damaged area. KpopCollector will replace any items damaged or poor-quality at no additional cost.
All returned or exchanged items must be unwashed, unworn, and undamaged. Send an email detailing the reason for the return and pictures of the item at support@Kpopcollector.com.
Am I able to get a refund?
KpopCollector only provides free exchanges for certain items and store credits for eligible purchases. You have 14 days from the date you received your order to initiate an exchange or store credit. Any requests made within this window will be rejected.
Note that store credits and exchanges cannot be done if due to the following circumstances:
- Any ordering mistakes realized after the 12 hours grace period for modifications and cancellations
- You didn't receive the package due to incomplete or wrong shipping address provided.
- Lost or stolen delivered packages
- Official items are final sale and don't qualify for a refund, store credits nor exchange
Package Returned To Sender – Wrong Address
If a package is returned to sender due to wrong Address Information, KpopCollector will not be held liable and compensation will not be granted by any form. Buyer should take the responsibility over this matter as we allow an Order Modification within 12 Hours.
Package Returned To Sender – Missed Delivery Attempts
All missed delivery attempt orders that got returned to Sender who received notification from the carrier to contact them for a delivery arrangement will only be compensated with 50% Store Credit.
Lost Order – Wrong Address
KpopCollector will not be held responsible for orders that are lost due to incorrect Shipping Address provided by the buyer upon ordering and unable to modify within the 12-hour window.
The product I got is wrong and it’s not what I ordered. What should I do?
In rare cases when a wrong product is shipped to you, send us an email at support@Kpopcollector.com with a photo showing the product shipped and we will replace any such items at no additional cost.
I cannot find the answers to my questions, how do I reach customer service?
Email us at support@Kpopcollector.com
THE KPOPCOLLECTOR GUARANTEE
We strive to make a good shopping experience with every customer, every time. KpopCollector aims to provide legendary customer experience to ensure customer satisfaction with every purchase. We guarantee to offer 24/7 customer support to better assist all customers, regardless of time, all around the world.
For inquiries regarding purchases, please contact us at support@Kpopcollector.com, or simply send us a message at the chat button to chat with our helpful representatives, real time.