FAQ

FAQ

Find quick answers about authentic K-pop products, pre-orders, random inclusions, shipping, customs, returns, unboxing video requirements, and order support.

Q1. Are all items authentic?

Yes. We sell official K-pop albums, photocards, lightsticks, MD, and collector goods sourced from South Korea through verified supply channels.

We do not sell counterfeit or unofficial replica items.

Q2. When will pre-order items be shipped?

Pre-order items ship after the official release date or warehouse arrival date.

If your order includes both pre-order and in-stock items, the order may ship together after all items are ready.

If you want in-stock items first, please place a separate order.

Q3. Are photocards, posters, versions, or pre-order benefits random?

Yes. Unless clearly stated on the product page, versions, photocards, posters, and other inclusions may be randomly packed by the manufacturer or supplier.

Pre-order benefits are offered while supplies last and may vary by manufacturer or supplier availability.

Please check the selected option and product description to confirm what is included.

Q4. How long does order processing take?

Orders are usually prepared within 1–3 business days before shipment, excluding weekends and Korean holidays.

During album releases, pre-order periods, or high-volume sales, processing may take additional time.

Q5. Will I have to pay customs, duties, or import taxes?

International orders may be subject to customs duties, import taxes, VAT/GST, brokerage fees, or other charges set by the destination country.

These charges are the buyer’s responsibility unless clearly shown at checkout.

We recommend checking with your local customs office before purchase for country-specific import rules or fees.

Q6. What if tracking says delivered but I did not receive the package?

If tracking shows “delivered” but you have not received the package, please first check with your local courier, post office, building office, or household members.

If the issue remains unresolved, contact us with your order number and tracking information.

Q7. Can I return or exchange an item?

Returns or exchanges may be accepted within 7 days of delivery only for eligible items that are unused, unopened, and complete with all original components.

Opened items, used items, missing components, limited items, sealed albums, pre-order items, sale items, and change-of-mind requests may not be eligible.

Returns sent back without prior approval may not be accepted.

Q8. Do I need an unboxing video for damaged, defective, incorrect, or missing items?

Yes. A full unboxing video is required for any damage, defect, incorrect item, or missing item claim.

Please contact us within 3 days of delivery with your order number, clear photos, and a full unboxing video.

The video should clearly show the unopened package, shipping label, opening process, and all items inside.

Q9. How can I check my order status?

You can use the Order Status link in the footer to view your Shopify customer account orders.

You can also contact us with your order number if you need help.

Q10. Do you support group or bulk orders?

Yes. We support group orders, event benefit requests, and bulk purchase inquiries depending on product availability and quantity.

Please contact us before checkout for group or bulk order support.

Q11. How can I contact customer support?

Please use the Contact Us page or email support@starphotocard.com.

Our business hours are Mon–Fri, 9:00–18:00 KST. Weekends and Korean holidays are closed.

FAQ

How long does processing take?

Orders are usually prepared within 1 to 3 business days before shipment, excluding weekends and Korean holidays. Pre-order and mixed orders may take longer.

Can I return an item?

Eligible change-of-mind returns require prior approval and must be requested within 7 calendar days of recorded delivery. See Refund Policy and the Returns & Exchanges guide.

Are the items authentic, and can a random item be returned because of its outcome?

We sell authentic K-pop merchandise sourced through our supply channels. A random item or random photocard outcome is not a defect; check the product listing before ordering.

Where is my international shipping tracking or order status?

Use the carrier tracking link after dispatch for the latest order status. Customs clearance and local delivery partners can affect international shipping updates.

What evidence is required for a seller-fault claim?

Video is mandatory. For wrong item, visible transit damage, or missing contents, record continuously from the package state as received; if that was objectively impossible, immediately record the current state, preserve packaging, and contact support for manual review.

How do I get support?

Use the Contact Us page or email support@starphotocard.com.