The "20% OFF ON K-POP IDOL ITEMS" offer starts on Sep 4, 2018 14:00 and ends on Sep 11, 2018 14:00 (UTC+9). Details are subject to change at any time without prior notice.
Our Customer Service Team is available to take your calls daily during the following business hours:
Monday thru Friday: 9:00am - 6:00pm & 10:00pm - 7:00am (GMT+9H)
Lunch break: 12:30pm - 1:30pm & 2:00am – 3:00am (GMT+9H)
Closed on Sat, Sun & Holidays
* Click here to use the time zone converter.
Below are the delivery methods available with estimated arrival time and cost.
|U.S.A||$30||Below $200||Fastbox Premium Plus||UPS|
|$15||Over $200||Fastbox Premium Plus||UPS|
|Russian Federation||$30||Below $300||Fastbox-Premium||DHL|
|Saudi Arabia||$30||Below $300||Fastbox-Mail||EMS|
|Saudi Arabia||$15||Over $300||Fastbox-Mail||EMS|
|Country||Criteria for Customs Compensation|
|U.S.A||Total purchase amount under the recipient's name is below US$800 (Based on order date)|
|Taiwan||Recipient is not responsible for customs clearance|
|Singapore||Purchase amount is below US$280|
|Malaysia||Purchase amount is below US$115|
|Hong Kong||[Duty-free zone] All customs charges that still occur are eligible for compensation|
For Product Returns due to Reasons Caused by the Customer
Product returns due to reasons caused by the customer include but are not limited to: incorrect shipping address, unidentifiable recipient, unpaid taxes and duties, etc.
- The returned product will not be re-shipped.
- The customer is responsible for all/any relevant expenses during the return process such as return shipping, customs, etc. This will be done by either deduction from refunds or extra charges.
(1) Process for refund requests
Once the parcel returns, refund will be issued after all fees and expenses are subtracted. Price will vary depending on return shipping method.
For non EMS service regions, refund will be issued in accordance with the EMS Premium Service.
(2) Re-delivery requests
Re-delivery requests are NOT accepted.
■ Return Policy
- Item(s) must be returned unworn, undamaged, unwashed and with all tags/labels attached including free gifts and any packaging.
- For returns due to reasons caused by customer, including wrong address, refusal to pay customs, etc.,
item will not be re-shipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.
- All return due to Change of mind must be sent via EMS service.
- For returns due to reasons caused by store, including wrong shipment, defective items, etc., relevant expenses will be paid by store.
■ Return Process
1. Make a return request to Customer Service within 7 days of receiving the item. Otherwise, your return will not be accepted.
For missing item(s), contact Customer Service immediately within 1 day.
2. After the return request has been made, our Customer Service team will contact and guide you through.
3. Securely repack the item(s) you wish to return to prevent damage in transit, then mail the package via EMS to the return address provided by Customer Service.
(Please make sure to include your order number, name, and e-mail address.)
4. After shipping, notify Customer Service with the relevant information.
5. Your refund will be issued after we have received and examined your item(s).
■ Case Eligible for Return/Exchange and Cancellation available
1. Order cancellation or change before shipment
A. Order Cancellation and Change
i. You can cancel your order or make changes to items/shipping information before shipment.
ii. Changes can only be processed when your order is in ‘Before Shipment’ status (Preparing Shipment).
Changes or cancellations require confirmation from Customer Service. Contact us immediately via email.
iii. You may only change the option of the same item you ordered. Exchange for a different item is not accepted.
iv. If your order status is not in ‘Before Shipment’ (Preparing Shipment), it means your order has already been packed and sent out,
so we cannot process the cancellation or change.
B. When the ordered item is out of stock
i. We are running a pre-order system where items are stocked as orders are placed.
ii. Please be advised that stock availability may change depending on when you purchase the items,
so there might be sold-out items in your order.
iii. Sold-out items will be cancelled and refunded via your original payment method, and the rest of your items will ship when the order is ready.
We kindly ask for your consideration on this matter.
2. Regarding return cost
A. Return due to change of mind
i. If your order has met the free shipping requirement
1) You will be responsible for both initial and return shipping fees, if you return your entire order.
2) You will be responsible for both initial and return shipping fees,
if you return part of your order and the rest of your order amount does not meet the free shipping requirement.
3) You will be responsible for return shipping fee only, if you return part of your order
and the rest of your order amount still meets the free shipping requirement.
ii. If your order did not meet the free shipping requirement,
you will be responsible for the return shipping fee.
iii. Exchanges after shipment are not accepted.
B. Return due to defective items or wrong delivery
i. Relevant costs will be responsible by store. For return shipping fee, customer must send
a photo copy of the return shipment receipt to Customer Service for reimbursement.
ii. Once item is returned, we will proceed with the refund for returned item(s) and return shipping fee.
iii. Exchanges after shipment are not accepted.
■ Case Not Eligible for Return
1. Return request made 7 days after the delivered date.
2. Return sent without any prior request to Customer Service.
3. Traces of use on the returned item(s)
A. Damaged or missing label/tag
B. Scent or any form of contamination
C. Washed or repaired
4. Item(s) made with delicate materials that can be easily contaminated, distorted or damaged
A. Knit and silk type material
B. Item(s) with beads and sequins
C. Payment made using reward points (return is accepted if store is at fault)
D. Leather and wool products
Benefits : 10% Off birthday coupon
- You can earn Reward Points by purchasing goods or by participating in various online events.
- You can use your Reward Points for store purchases.
- Reward points are not awarded for cancelled or incomplete orders.
- You can view and manage your Reward Points through your Member Account Info.
- Reward points issued before December 31st will expire on February 1st of the following year. Reward points will also automatically expire for closed accounts.
- Reward Points cannot be redeemed for cash nor transferred to a third party.
- Reward point policies are subject to change. All changes will be notified to members 30 days in advance.
- For deactivated members who don't log in their account within 1 year, earned reward points will be expired on the last day of every month.
※ About E-money
- [E-money] is online money refunded as store credit for cancelled orders.
- You can get a refund via E-money. To receive your refund via E-money, please contact Customer Service.
- Refunds can be issued in E-money for the following cases: failure to refund in original payment method, reimbursement for return shipping (for wrong orders or defective items), payment gateway errors.
※ Difference between Reward Points and E-money
- Reward Points : The beneficial mileage earned by item purchase or participation of event/promotion
- E-money : Online money equivalent to cash.
※ E-money Guide
- You can use E-money to items. $1 of E-money has the same value as $1 in cash.
- Only members are eligible for E-money. You can check your E-money history in My Page after signing in.
- E-money can be used along with reward points or discount coupons in your account.
- There are no limits to using E-money as a payment method.
- There is no expiry date for refunded E-money.
※ E-money for closed accounts
- You can close your account in My Page.
- Once you close your account, all earned Reward Points will expire. However, E-money can be refunded via PayPal if you contact us beforehand.
- You can check the remaining balance of Reward Points and E-money before closing your account. Please contact our Customer Service if you have any E-money left in your account.
- If you close your account without prior notice, your remaining E-money balance will automatically expire.