FAQ
PRE-ORDERS
Why Consider Pre-Ordering?
There are quite a few perks to it! First off, when you pre-order, you don't have to worry about scrambling to buy it later. It's like securing your spot in line. Plus, you get the added bonus of getting it first-press, before it runs out of stock.
Pre-ordering often comes with extra goodies such as photo cards or posters.
Once the pre-order period ends, those benefits are not available for regular orders.
WHAT ARE MY BENEFITS FOR THIS ORDER?
To find out exactly what extra goodies are included with a particular pre-order, you can refer to the product description.
Look for items that are bolded, and you’ll see “(Pre Order Benefit/First Press Only)” mentioned right after the item details.
Another form of Pre Order Benefits are the exclusive Selfie Photocards that are available during the pre order period.
How long will pre-orders take to be shipped?
-
Pre-order Processing Time: Please be aware that pre-ordered items may require 5-7 days after the release date to arrive at our store from Korea. This is not a guaranteed timeframe. Unforeseen shipping and processing delays can postpone the arrival time 1-3 weeks after release date.
-
Release Date Verification: To confirm the release date of a pre-ordered item, kindly refer to the item description. Once the items have been received at our facility, we will proceed to process and fulfill them, typically within 1-2 days.
-
Fulfillment Duration: Depending on the volume of pre-orders, fulfillment may exceed the anticipated timeframe. This duration can vary, especially when multiple groups are releasing products simultaneously.
-
Shipping Delays: Please note that we do not have control over any shipping delays, as all merchandise is shipped directly to us from South Korea.
-
Poster Shipping: If your pre-order includes a poster, it will be mailed separately from the main shipment.
-
Combined Shipment: In the event that your shopping cart contains both pre-order and regular items, we will ship all items together upon receiving the pre-order item(s). Please note, orders containing one or more pre-orders are typically held until all items are released and available to ship together.
If you require further assistance or have any questions regarding our pre-order policy, please feel free to contact us. We're here to help!
SHIPPING
We do offer free shipping on qualifying orders over $65 after discount and tax is applied.
- This benefit is automatically applied during the checkout process.
- Please note that free shipping is available exclusively for orders within the United States region.
How Long Will It Take for My Order To Ship?
- Processing Timeframe: Our standard processing time for shipments is typically 1-2 business days.
- Combined Shipment with Pre-order Items: If your order includes a pre-order item along with other purchased items, please note that all items will be held until the pre-orders are received and ready to ship. Please note, orders containing one or more pre-orders are typically held until all items are released and available to ship together.
- Potential Shipment Delays: Please be aware that shipments may experience delays, particularly during major pre-order releases.
- Tracking Information: Once your order is prepared for shipment, you will receive an email containing a tracking number. We kindly ask that you check both your regular inbox and spam folder, as our emails are automated and may occasionally be filtered as spam.
- Contact Information: For any inquiries or to request an updated order status, you are welcome to reach out to us via email at support@hellohallyukpop.com or by live chat during our regular business hours in Pacific Standard Time (PST).
If you have any further questions or require assistance, please don't hesitate to get in touch. We're here to help!
Damages & Missing Items
- Prior to sending out each package, all items are inspected to ensure there are no external damages. Unfortunately, as products are pre-sealed, there is no way for us to inspect any possible internal issues. Missing/Duplicate photocards, polaroid pictures, bookmarks, etc. are considered manufacturer's defects as we do not package these products ourselves.
- Please note that the outer packaging of the product is primarily for protection and Any scratches/dents or discoloration on the exterior of the product packaging will not be eligible for compensation.
Filing a claim:
- Showing both sides of the exterior of the box or package
- Tape on package being cut opened
- Show Hello Hallyu sticker on packaging to indicate package is from Hello Hallyu
- Item(s) being removed, plastic seal(s) being opened
- Thorough inspection of the item(s) (album, DVD/ Blu Ray, season's greetings, etc.) in its entirety
This entire process should be a filmed in one take and the footage should not be edited. If there is any ambiguity in the footage (edited, unclear, rushing, etc.), a claim will not be filed/accepted and we will not be able to assist you further.
Once it is found that an item was missing during this process, please email us at support@hellohallyukpop.com with your order number and video file and we will assist you accordingly.
Approval from the manufacturer/supplier is required to proceed with a replacement for any defective item. Once your return item is received and inspected, we will notify you of the approval or rejection of your refund. This process may take up to 30 days.
**Please note that some albums, usually older albums, may not include a photocard as it was only included in first press releases or due to the fact that the photocard is no longer printed for that respective album.
Non-Guarantee Provision: In cases where evidence of missing items prior to unsealing is not available, we may still make efforts to request a replacement for you. However, we cannot guarantee a replacement in such instances.
Cancelations
- Should you wish to cancel your album purchase, please inform our customer service team promptly via Live Chat or sending an email to support@hellohallyukpop.com. We'll take immediate action upon receiving your request.
- Once an order has left our facility, the order cannot be canceled.
- Please be aware that once an order is cancelled, your refund may take 5-7 days to process, and this action cannot be undone.
- Pre-order Cancellation: If your order includes a pre-order item, we can only cancel your order within the pre-order time period specified. Once this period has expired, we are unable to cancel your order or provide a refund.
If you have any questions or require assistance regarding order cancellations, please feel free to contact our customer service team. We're here to help!
Returns & Exchanges
Do you do returns or exchanges?
Please ensure that any item(s) you wish to return are sent back within 7 days of delivery and remain in the same condition as when they were initially received (unopened and sealed in the original packaging). If more than 7 days have elapsed since the delivery, we are unable to provide a refund.
If you meet the criteria for a refund, please get in touch with us at support@hellohallyukpop.com, and we'll arrange for a return shipping label to be sent to you.
Upon receipt and inspection of the item, please allow us 7 business days to process your refund.
Please note that the cost of return shipping is your responsibility and will be deducted from the total refund amount, excluding the original shipping fees.
For pre-ordered item(s), refunds can only be issued if the request is made within the pre-order timeframe. Once this period has elapsed, we may not be able to provide a refund.
Please see the policy below on defective items.
Defective Items:
- Returns may be considered for defective items, provided appropriate evidence is provided. It is imperative to contact us within 7 days of delivery to report any issues with your order.
- Additionally, we require authorization to initiate a claim with the supplier/manufacturer as part of the return process. Please note that the filing of a claim and the resolution of a case could take between 2-4 weeks and that filing a case does not guarantee a replacement for the item. Due to an increase in fraudulent claims, many of our suppliers and manufacturers require an unboxing video, as detailed below, as a part of this process.
- Prior to sending out each package, all items are inspected to ensure there are no external damages. Unfortunately, as products are pre-sealed, there is no way for us to inspect any possible internal issues. Missing/Duplicate photocards, polaroid pictures, bookmarks, etc. are considered manufacturer's defects as we do not package these products ourselves.
- Please note that the outer packaging of the product is primarily for protection and Any scratches/dents or discoloration on the exterior of the product packaging will not be eligible for compensation.
Filing a claim:
- Showing both sides of the exterior of the box or package
- Tape on package being cut opened
- Show Hello Hallyu sticker on packaging to indicate package is from Hello Hallyu
- Item(s) being removed, plastic seal(s) being opened
- Thorough inspection of the item(s) (album, DVD/ Blu Ray, season's greetings, etc.) in its entirety
This entire process should be a filmed in one take and the footage should not be edited. If there is any ambiguity in the footage (edited, unclear, rushing, etc.), a claim will not be filed/accepted and we will not be able to assist you further.
Once it is found that an item was missing during this process, please email us at support@hellohallyukpop.com with your order number and video file and we will assist you accordingly.
Approval from the manufacturer/supplier is required to proceed with a replacement for any defective item. Once your return item is received and inspected, we will notify you of the approval or rejection of your refund. This process may take up to 30 days.
**Please note that some albums, usually older albums, may not include a photocard as it was only included in first press releases or due to the fact that the photocard is no longer printed for that respective album.
If you received the wrong item, we sincerely apologize for the error. While we typically do not offer returns or exchanges, we acknowledge that mistakes can occur. We will gladly assist you. If you receive the wrong item, we will initiate a correction process as long as the item remains sealed.Shipping Damages:
- We are not liable for damages incurred by items or packages during transit. While we take precautions to prevent damage, unforeseen events can occur during transit.
- For any package with visible external damage during transit, we require a video clearly demonstrating the issue as received.
- Claims for package damage can only be filed if items remain unopened and sealed in their original packaging.
- If items have been opened, we cannot proceed with your claim. Any fine spots, scratches, flaws, or textural conditions that cannot be seen/identified from 1 foot distance does not qualify as a reason for exchanges or return. Due to material of magazines, corners will naturally curl, bend, fold, or slightly tear within delivery.
If you have any questions or require clarification regarding our return and refund policy, please do not hesitate to contact us. We're here to assist you.
DELIVERY
My package was lost or stolen after delivery.
- Lost/Stolen Package Procedure: If you suspect that your package has been lost or stolen after delivery, we recommend contacting your local post offices to inquire if they have the package for pickup. It is common for USPS to hold packages that do not fit in the mailbox or lack a secure delivery location. Additionally, we suggest checking with neighbors to determine if they received the package.
- Limited Information Access: Unfortunately, we only have access to the information available on the tracking page. Our ability to assist is limited to filing a case. Should you wish for us to initiate this process, please contact us within 14 days of delivery. We apologize for any inconvenience this may cause.