FAQ
You have questions? We have the answers! Below you’ll find the most frequently asked questions along with their answers. If you can't find what you're looking for, feel free to email us at saykikit@gmail.com.
Shipping & Returns
What is the processing time for orders?
Orders are typically processed within 3 to 10 business days. However, during busy periods such as holidays, or when an item is out of stock, processing times may be extended to 5 to 10 business days. If you order multiple items, the processing time will be based on the item with the longest processing time.
How long does shipping take?
Express shipping usually takes between 3 to 10 business days depending on your location and external factors such as customs delays. Please allow 1 to 3 days for tracking information to be updated after the shipment has been dispatched.
What shipping carriers do you use?
We partner with DHL, UPS, and K-Packet for international shipping. Shipping costs will be calculated at checkout based on the courier you select.
Can I combine multiple orders into one shipment?
Yes, we can combine your orders into a single shipment to expedite the process. If you prefer that your orders not be combined, please leave a note during checkout.
Will my order be split into multiple packages?
For large or heavy orders, we may split your items into multiple packages to minimize the risk of damage. However, all packages will be treated as a single shipment for customs purposes, meaning it will not affect customs processing or fees.
Can I track my order?
Yes, once your order has shipped, we will send you an email with a tracking number. Please note that tracking updates may only appear once the package reaches the destination country. If the standard shipping time has passed, feel free to contact us for assistance.
Do I have to pay customs fees?
Yes, as the buyer, you are responsible for any customs duties or taxes that may apply to your order. If you refuse the parcel and it is returned to us, you will be liable for the return shipping costs and any associated customs fees.
What happens during holiday seasons?
We recommend placing your orders well in advance of holiday periods, as shipping can be delayed due to high demand. Unfortunately, we cannot guarantee delivery before specific dates during these times.
General Product Questions
Are all products original?
Yes, all products we sell are 100% original and are imported directly from South Korea. We are also official Hanteo Family Members (membership number: HF007OIQE018).
What is the difference between various album versions?
Standard: The "normal" version of the album, usually including a photo book, CD, photo cards, and other extras.
Compact: A smaller version of the album with fewer extras, including a mini photo book and CD.
Deluxe: A more premium version with additional content, often more expensive.
Digipack: A simpler version with a CD, small booklet, and a few extras.
Digital Code: Includes a digital code card with QR access to the album, rather than a physical CD.
Kit/Kihno: Contains a digital air kit instead of a CD, usually with photo cards.
Jewel Case: The classic CD case, including only the CD, booklet, and photo cards.
LP/Vinyl: A record version that may include photo books and other extras.
Poca: A photocard and digital album combination, with the option to download the album via QR code.
WeVerse: Includes photo cards and QR code access to the digital album on the WeVerse app.
How do I order a specific version of an album?
If the version is selectable, you can choose it when placing your order. If not, please leave your desired version in the notes field, and we will try to accommodate your request. Please be aware that this may delay your order, and specific version requests cannot be guaranteed.
I can't find the product I want. What should I do?
If you're unable to find the product you're looking for, please let us know through our submission form, and we will do our best to list the item for you.
Pre-Order Items / Pre-orders
What is a WeVerse Gift, what are the Pre-Order Benefits?
A WeVerse Gift is a bonus item included with some pre-order items from WeVerse, the official store of Big Hit / HYBE. Pre-Order Benefits usually include posters, photo cards, or other merchandise items. You can find out which Pre-Order Benefits are included with each item by checking the product description on the respective product page. However, detailed information about these benefits is often not disclosed until the release date, so we may not have more specific details available until that time.
Where can I find out the release date and when my pre-order item will arrive?
The release date and estimated delivery time for pre-order items are available in the product description on the respective product page.
My Pre-Order Benefit is missing. What should I do?
If your Pre-Order Benefit is missing, please contact us via the contact form or email us directly at saykikit@gmail.com. If the missing item was meant to be inside the album (such as a photo card), this is considered a production error by the manufacturer. Since we do not open the albums before shipping to maintain their original condition, we are unable to inspect the contents beforehand. Please reach out to us, and we will assist you with this issue.
Payment
My payment failed. What now?
If your payment fails, please try selecting an alternative payment method and ensure that your bank or credit institution approves the transaction. Should you encounter further difficulties, feel free to contact us directly for support.
My payment status says "pending". Should I be concerned?
No need to worry! If you're paying via wire transfer, the "pending" status may remain for 1 to 3 business days. Once the payment is processed, your order will be confirmed.
I made my payment, but I didn’t receive a confirmation email. What now?
Please check if you might have used a different email address to place your order, and also be sure to look in your spam folder. Sometimes, email confirmations can take a little longer to arrive. If your payment was successful but you haven't received a confirmation, rest assured that the issue will likely resolve itself shortly.
Additional Questions
I received the wrong items. What should I do?
We sincerely apologize for the mistake. Please do not remove the protective packaging from the incorrect items. Contact us immediately via email at saykikit@gmail.com with your order number and a picture of the incorrect items, and we will work to resolve the issue as quickly as possible.
What does "Random Version" mean?
"Random Version" means that we do not have control over which specific album version will be sent to you. For example, if you are collecting a specific album version and would like to request a certain version, you can leave a note during checkout. However, we cannot guarantee specific versions, but we will do our best to fulfill your request. If you explicitly state in your note that you want a certain version or otherwise prefer a cancellation, we will cancel your order free of charge if the requested version is unavailable.
My desired product is sold out. Will there be a restock?
We frequently receive new shipments of popular items, and there are often restocks. However, some items may be permanently out of stock. You can use the "Notify me when available" button on the product page to be alerted when the product is back in stock.