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    Home / FAQs

    FAQs

    FREQUENTLY ASKED QUESTIONS

    I RECEIVED THE WRONG PRODUCT, CAN I CHANGE IT??

    If you receive the wrong product, please contact us as soon as possible at customerservice[at]koreahallyu.asia and we will send you back the product you ordered.
    However please note that images are for reference purposes. Colors may look different depending on your environment or monitor. Leather materials, pattern, logo and etc…may be changed without notice to improve the quality of the products.

    WHY DOES INTERNATIONAL REGISTERED AIR MAIL TAKE SO LONG??

    Airmail packages aren’t put on the first airplane that’s available. Postal services wait until a reasonably-sized shipping container is filled with items for that destination before they send the container.
    If you want your package to go on the next airplane, you have to pay for Special Delivery postal service (Express Mail Service).
    Also, bear in mind that the letter may take a few days to get to the shipping center. For example, if you are sending an air mail letter from Halifax, Nova Scotia, Canada to Perth, Australia, it has to get to Vancouver, then it is flown to Sydney, then it has to cross Australia to Perth. Each of these steps takes time.

    HOW DO I COMPLETE AN ORDER ONLINE??

    Shopping online at Korea Hallyu is as simple as:

    * Browse the categories across the header navigation bar (Cases for) or the right sidebar to select your device.
    * Once you have found an item to purchase, select your preferred color (if applicable) and click ‘ADD TO CART’
    * You can then continue shopping or click ‘VIEW CART’ to review the items in your cart or finalise your order. Under CART you can also amend the quantity selected for each item or delete unwanted items and then click ‘UPDATE CART’
    * When you are ready to purchase your order, then click ‘CHECKOUT ‘and follow the checkout progress.

    I TRACKED MY ORDER, AND IT IS WRITTEN “CUSTOMS RETENTION REASON : INVOICE MISSING”. WHAT DOES IT MEAN? WHAT SHOULD I DO??

    Missing invoice is one of the common reasons why a parcel is being held in customs. Though it was retained, it doesn’t mean you’ll pay duty. Just set your expectation that you might pay.
    Give customs enough time to examine the package. Most probably, they put it on hold to figure out the actual price of the item. After acquiring enough information, they will evaluate if they should charge tax in your package or not. If they open your package to check the item inside or search for a receipt, they should tag your package as opened or it depends upon their procedure.
    If you think it’s taking too long, contact them immediately. If they ask a copy of the receipt, then contact us, and we will send you an invoice as you can send them a copy.
    As the item was declared as a gift, customs will not bother to ask a receipt somehow. They will just determine the item value through research or whatever. It still depends on the customs clearance procedure in the destination country.

    WHAT IS YOUR PRODUCT GUARANTEE/ WARRANTY??

    Korea Hallyu offers a 2 month limited warranty on all products sold.
    Korea Hallyu products are fully guaranteed against defects in materials or workmanship.
    Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse of the product. Korea Hallyu will not be liable for any indirect, incidental, or punitive damages arising from the use of this product.
    If you purchased the item(s) from our webstore please forward the following information so we can process your replacement warranty request:
    – Name on the order and order number
    – Two images of the issue
    – A brief explanation of the issue
    You may email this information to customerservice[at]koreahallyu.asia.

    WHO IS RESPONSIBLE FOR THE SHIPPING FEE FOR RETURNS??

    When you return to us a product, you are responsible for any shipping fee.
    We recommend that returned products are sent via an insured, traceable delivery service.

    CAN I RETURN MY ORDER FOR REFUND/REPLACEMENT??

    Returns will be accepted only if you receive the wrong product & the product you received is faulty or has defects in materials or workmanship.

    If you received a wrong product or if the product is faulty, please check our Returns Policy.

    IS IT SAFE TO ORDER AT KOREAHALLYU.ASIA??

    Absolutely, all our payments by payment cards are processed via PayPal which delivers one of the most secure payment platforms in the world.
    Your payment for any purchase is processed securely by PayPal. Here are some of the ways that PayPal keeps your information secure:

    * We use industry-leading encryption and fraud prevention tools.
    * We don’t share your financial information with the merchant.
    * We send you a confirmation email when you make a payment.

    All sensitive information sent between your computer and PayPal systems is automatically encrypted, ensuring your information is kept private.
    Please note: we do not store any payment card details on our website.

    CAN I HAVE AN INVOICE??

    If you need an invoice, please send us a mail with your full name and order number and we will send it to you right away.

    DO YOU ACCEPT CASH ON DELIVERY (COD)??

    No, KoreaHallyu.asia does not accept payment by cash on delivery, you can pay for your order by credit card or Paypal.

    I HAVE A COUPON, HOW DO I USE IT??

    To apply your coupon code you need to go to the checkout page after adding all the items that you would like to order on your shopping cart. At the checkout page you will see a small box intended for discount codes, enter your coupon code here and click on the apply coupon box. You will then see that the coupon has been applied.

    CAN I CHANGE MY ORDER??

    If your order has yet to be shipped out you can still make changes by contacting us. However, if your order has already been shipped out no changes can be made.

    CAN I CANCEL MY ORDER??

    To cancel your order contact customer service immediately, if the order has not been processed or shipped out yet there should be no problem canceling it. If the order has been processed or shipped out cancellation will not be possible.

    ORDER STATUSES??

    There are a number of steps in processing an order from the time an order is received until it is delivered. After placing an order you can at any time view which step your order is in by going to our Order Status page (log-in required).

    A few statuses that your order may enter before your order is shipped out are:
    Processing: Meaning that the payment has been approved and is awaiting final verification before it is passed on to our packaging and shipping department. Normally this takes no longer than 3 working days.
    Cancelled or Pending: Meaning that the order was cancelled or the payment was declined.
    Completed: Meaning that your order has been shipped out. Once an order reaches this status you will receive an email with the tracking number.

    Why haven't I received a shipping confirmation email??

    First of all, we’d suggest you check your junk / spam mail if you’ve not shopped with us before. Make sure [email protected] on your safe senders list.

    You may also want to check that you’ve signed up using the right email address, you can view it in your “My Account” section and change it if needs be.

    If you’ve ordered from us before, and you’re wondering why you haven’t received your confirmation email as quickly as usual – there’s nothing to worry about.

    Our system may be taking a little longer to get the emails out than normal during busy periods.

    Please don’t worry, you can check your order has been successful, what you’ve got your hands on and your delivery method under your “My Account” section once you’ve logged into your account.

    HOW CAN I CHECK THE STATUS OF MY ORDER??

    You can check the status of your order by log in to your account and go to VIEW ORDERS to see the current status of all your orders.

    WHERE WILL MY ORDER BE SHIPPED FROM??

    Our warehouse is located in Seoul, South Korea. Your order will be shipped from our office in Korea.

    CAN I SHIP TO A PO BOX??

    Sure, just enter your PO Box address when you check out and your order will be shipped to it.

    IS THERE A SIGNATURE CONFIRMATION REQUIRED UPON DELIVERY??

    Depending on the shipping method of choice there might be a signature required by the courier.
    EMS (Express Mail Service) – Will require an adult to sign the package
    International Registered Mail – Might not require to sign on the package

    DO YOU GUARANTEE YOUR SHIPMENTS??

    EMS (Express Mail Service): All of our packages are insured and are guaranteed delivery. If in the unlikely event that your order will go missing we will reship at our expense.

    INTERNATIONAL REGISTERED AIRMAIL: We ship by Korea Post (Air Small Packet), so please note that we cannot accept responsibility for parcels lost or damaged in transit (less than 0.99%). * Any objection or request will not be accepted if you choose this shipping method.

    DO I HAVE TO PAY ANY TAXES OR CUSTOM DUTIES??

    We ensure that our customers are not charged any taxes or custom fees. We ship all of our orders with a low invoice value (under $30 (Retail)) and describe the contents as gifts or sample orders. In 99% of cases this is sufficient to avoid any customs duty on your order. However, please be advised we cannot and do not take any responsibility for taxes or duties charged to you by your government. If you are planning to place a large order we can work with you on editing the totals on the shipped invoice.

    ARE THERE ANY ADDITIONAL FEES???

    There are no additional fees added by KoreaHallyu.asia to your order.

    HOW DO I TRACK MY PACKAGE??

    Tracking your package is very easy! To track your parcel shipped via INTERNATIONAL REGISTERED AIRMAIL or EMS (Express Mail Service), please click on this link: TRACK MY PACKAGE

    WHAT METHODS OF PAYMENT DOES KOREAHALLYU ACCEPT??

    We accept payments in the form of Visa, MasterCard, Discover and PayPal only. We will not accept any other forms of payment other than those listed above.
    All our payments by payment cards are processed via PayPal which delivers one of the most secure payment platforms in the world.

    WHAT CURRENCIES ARE YOUR PRICES LISTED IN??

    All the prices are in $ US Dollar and all taxes included, however we are not responsible for over tax and duty applicated in your country.For that reason, we mark all the parcel as gift or sample in order to spare you extra expenses.

    I HAVE NOT RECEIVED MY PACKAGE, WHERE IS IT??

    If the parcel isn’t received within 60 working days (Monday to Friday), please check with customs department in your country and the nearest post office. They usually keep it with them if no one is at the designated address at time of delivery. Otherwise, please email us at contact[at]koreahallyu.asia with your order number & full name and we will start an inquiry with the Korean Postal Services.

    DO YOU SHIP TO MY COUNTRY??

    Yes, Korea Hallyu ships WORLDWIDE!

    HOW LONG DOES SHIPPING USUALLY TAKE??

    * INTERNATIONAL REGISTERED AIRMAIL: We ship from South Korea within 3 business days once the payment has been cleared so please allow 10-60 working days for delivery. Note that delivery times vary depending on your country.

    United States, Canada, Australia, Asia → 10-20 business days
    Europe → 13-28 business days
    India, Italia, Germany, Russia, South America → 20-60 working days

    * EMS (Express Mail Service): If you select EMS, you will receive your parcel within 7 to 10 working days and you will be able to track your parcel and get real-time details of your shipment’s progress.

    Neither the Korean nor other countries postal services are infallible

    Please note that any shipping time stated on our website or given by customer service representatives are estimates only. Please do not cut the shipping times too close. Neither the Korean nor other countries’ postal services are infallible. There may be unexpected delays. Please allow some extra time for un-foreseen delays. We will do our every effort to make sure you receive the parcel in time, but we are not responsible for shipping delays, which can be affected by the shipping carrier, delivery destination, customs clearance, weather, holidays or incorrect/insufficient delivery information.

    DO I GET A TRACKING NUMBER??

    * INTERNATIONAL REGISTERED AIRMAIL: Tracking number starting with RR and ending with KR.

    * EMS (Express Mail Service): Tracking number starting with EM and ending with KR.

    *EMS offer detailed tracking information but tracking information of International Registered Airmail is not detailed. If tracking is important to you, we recommend to use EMS delivery.

    HOW MUCH ARE SHIPPING COST??

    * INTERNATIONAL REGISTERED AIRMAIL: For as cheap as $6,50 you get your case delivered right to your doorstep wherever you are! (and we provide you a tracking number).

    * EMS (Express Mail Service): In a Hurry? The fastest shipping method for $28,00 (per order). Get real-time details of your shipment’s progress!