FAQ

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit kpop-house.com and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@kpop-house.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@kpop-house.com, we may be able to cancel your order before it’s processed. Once the items are fulfilled you will not be able to cancel the order.

Once a pre-order is placed, cancellations are not permitted after the pre-order date has passed. However, cancellations are allowed for purchases made before the pre-order date, provided the cancellation request is made before the specified date. Similarly, for purchases made after the pre-order date, cancellations are permissible as long as they are requested after that date.

Sadly, we’re unable to modify your order once we’ve recieved your order. If you need to order a greater quantity or an additional product, please cancel your order and place a new order online.

For normal items, the shipping process involves a timeframe of 3 to 7 business days from our warehouse to the Korean airport warehouse, in addition to the estimated time provided by the chosen carrier. Preorder items follow a different schedule, shipping after their release, and may experience potential delays of 3 to 20 days due to retailer-related issues.

We ship to most regions worldwide.

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost at the end of your checkout page.

Once shipped, you'll receive an email from SHIPGATE with tracking details. If not, visit your order page for the tracking link. You can also track it on the carrier's website using the provided information.

SHIPGATE is not a carrier but a software service facilitating order tracking for both us and customers. It provides tracking information for the carrier chosen during checkout.

For international address orders, we assume no responsibility unless the parcel is lost or stolen while still in Korea. The availability of insurance options varies, and you can find specific conditions in the shipping details.

In the case of Korean address orders, the maximum compensation for loss or theft is 500,000 KRW. It is advisable to consider splitting orders for additional protection.

Before fulfillment, address changes are possible, excluding country/region changes. Delays in updating your parcel information are not our responsibility. Email/phone changes are accepted even after fulfillment. Contact us at support@kpop-house.com to do so.

Customs emails from your chosen carrier may be received. Customs laws differ; research your country's laws. We cannot assist in undervaluing parcels or avoiding customs.

That is just the default message. Once we have created your label, it will take a few more business days for you to receive the international tracking information.

No, unfortunately, due to high international shipping costs, you cannot return or exchange items once received.

In the rare event that your order arrives damaged or incorrect, please take photos of the product in question and email our customer service team via support@kpop-house.com with the details. We provide refunds in these circumstances.

If you receive a fake or severely damaged product, please follow these steps: a. Contact our customer support team within 3 days of receiving the item. b. Provide clear evidence such as photos or videos proving that the product is fake or severely damaged. c. A mandatory, unedited video of unboxing is required for refund requests. d. Once the evidence is verified, we will initiate the refund process, and the refund will be made using the original payment method.

Unfortunately in the case that the albums are purchased as sealed and they do not come with inclusions once opened, we are unable to provide partial or full refunds for those items.

Yes, we do. At times we give out free coupons for our customers. Keep tuned on our instagram!

Yes, most customers can expect to receive the complete set they ordered. However, if a full set isn't available, we aim to offer as few duplicates as possible.

For example, when ordering 7 BTS pre-order benefits, you would receive one for each member. This approach also applies to various album versions.

Yes, at times the prices of the items may increase without notice, only if the item has been sold out for more than 3~10 days (to avoid GOMs having changes in prices). However, discounts for items can happen at any time.

Infrequently, but occasionally, the cost of international shipping may increase or decrease due to fluctuations in carrier company rates or currency conversion.