FAQs / T&Cs

Please note that in any case by placing your order with us, you agreed to the followings

Kpocashop

Where are you based in?

Kpocashop is based in Singapore and all prices stated are in Singapore Dollar (SGD).

Are the products official and authentic?

All products in Kpocashop are 100% official and authentic, first-hand from albums (contributed to Korea's official music chart) and official Korea website.

How do I contact you?

You can contact us via

Email: kpocashop@gmail.com
Instagram: https://www.instagram.com/kpocashop

Kindly allow us 24-48 hours to reply you.

Orders

How do I know if order and payment are verified?

An email will be automatically sent upon approved transaction by the system. Please make sure to key in a valid and accurate email address in case we need to contact you regarding your order.

Standard product condition

All products are generally in good condition, however kindly note that ‘manu defects’, or the way it’s stacked in the album are all beyond our control. 

Unsealed Product
- All products was sleeved as it was immediately upon unsealing from the packaging/album. We only check and inspect for major defects such as bent corners as 'defective' reason only and we do not sell any product that comes with the mentioned 'defective' reason.

For printed materials eg. pc or postcard, imprints, scratches, press marks, etc. that comes from manufacturing, or the way it was packed in albums, are not subject to exchange or refunds. 

Sealed/Sleeved Product - Kindly note that for bonus photocard as gift that comes sealed/sleeved directly from website, we will not be unsealing/taking it out at all. In this case it will be indicated on the product page. The above mentioned applies here and are not subject to exchange or refunds. 

In the case of a bonus photo card as a gift, imprinting and scratches, ink splashes, warping, printing dust, and back defects that can only be identified by light reflection cannot be a reason for exchange or return. (Standard policy from Korea websites)

 I have received wrong/missing product(s)

Kindly contact us within 3 days of product delivered date with an unboxing video of the parcel (the shipping label has to be shown clearly in the video on the parcel) and send it to kpocashop@gmail.com. We will get back to you as soon as possible. If an exchange would be required, the product has to be returned for the exchange to be guaranteed within the discussed and agreed days.

The product has to be in its original packing packaging for the exchange to be guaranteed. If the product is not returned in its original condition within the stipulated time frame, the exchange will not proceed. 

Please note that with no unboxing video proof, or any editing/cut detected in the unboxing video proof, no actions will be taken.

Can I cancel my order?

Once payment and order are processed, the order cannot be cancelled. Kindly confirm before placing your order. 

Payment

How can I make my payment?

We do not accept manual payment method. Full amount payment will need to be made at the point of checkout. 

MasterCard, Visa, Amex, Union Pay, Apple Pay or Google Pay

Shipping

How is it delivered?

Depending on size & product type, it will be sleeved, toploaded/sturdy backing board, bubble wrapped 

What delivery method will be used?

We will be using Singapore post, Qxpress, and DHL for both local and overseas shipping.

How long does it take to receive my order?

(For Ready To Ship) Order will be mailed out within 5 working days after order is placed. Please noted the estimated days stated is calculated after order has been shipped out, not from time of successful order placed.

(For PRE-ORDER) Please note that order will be mailed out to you 2-4 weeks from DATE OF RELEASE if no delay from the official website/company. Please noted the estimated days stated is calculated after order has been shipped out, not from time of successful order placed.

Local Shipping (Singapore): Estimated 2-5 working days upon mailing out

International Shipping (upon mailing out)
(Registered Airmail): Click here for the transit time
Qxpress International: 8 - 30 days
DHL: 2-3 business days 

Kindly note that any delay by delivery is beyond our control. 

How much is shipping fee?

Shipping fee are calculated at checkout.

Are my order subjected to tax/customs?

Tax/Customs depend on the shipping destination. Do note that this will be charged by the customs to receiver if imposed in any case, and receiver has to pay to receive the parcel. Kindly check on the import country’s custom rules. We do not collect any tax on behalf of customs. 

How do I track my order?

You will be notified with the tracking number when order is shipped within 5 working days. Kindly check your junk/spam folder if necessary.

Kindly note that for local order opted for normal mailing, there is no tracking available. Choose this at your own risk as we are not liable for any lost mails. We take video proof of mailing in case of any dispute. 

You can track your parcel here

What if my products are damaged?

Kindly refer to Standard Photocard Condition above for reason that are considered as 'defective' here. Items are checked thoroughly for any 'defective' before they are packed and mailed out.

As much as we packed it carefully with protection, please note that we are not liable for any damaged caused due to poor handling by delivery company.

For any discrepancies, you may contact us within 3 days of product delivered date with an unboxing video of the parcel (the shipping label has to be shown clearly in the video on the parcel) and send it to kpocashop@gmail.com to check if your order is liable for an exchange. If it is possible for an exchange, we will send you the address you should mail the parcel to, which return shipping fees would have to be covered by you. Please note that any returns/exchange not approved by kpocashop will not be entertained if you make your own return without any approval.

The parcel has to be returned to kpocashop within 21 days of return approval, any later would not be entertained.

I have not received my order after weeks/months, do i get a refund?

All orders are trackable, kindly check with the tracking number given.

Parcel lost in transit: Unfortunately, it is beyond our control of any misfortunate events occurred during shipping. We would be able to help to open a claim from the postal service for the lost parcel. However it does not guarantee a claim. We would only be able to refund the amount if the postal service compensates us for the lost parcel. Again, please note that this is out of our control.

Parcel returned to sender: Kindly note that we do not do refund for reason such as Unclaimed, Refused, Incomplete/Wrong address, No Such Address due to buyer's issue. In order to mail out again, another shipping fee has to be collected again. 

If parcel is returned due to rejected component in it, we will only be able to refund the item fee, shipping fee cannot be refunded as it has been shipped once.

Please ensure the address given is in full with correct postal code. If there is no reply/payment after 2 weeks of notification for us to mail out again, the order will be treated as abandonment and unclaimed for.

 

You can contact us kpocashop@gmail.com for any further enquiries.