Refund policy

Please ensure that any item(s) you wish to return are sent back within 7 days of delivery and remain in the same condition as when they were initially received (unopened and sealed in the original packaging). If more than 7 days have elapsed since the delivery, we are unable to provide a refund.

If you meet the criteria for a refund, please get in touch with us at support@hellohallyukpop.com, and we'll arrange for a return shipping label to be sent to you.

Upon receipt and inspection of the item, please allow us 7 business days to process your refund.

Please note that the cost of return shipping is your responsibility and will be deducted from the total refund amount, excluding the original shipping fees.

For pre-ordered item(s), refunds can only be issued if the request is made within the pre-order timeframe. Once this period has elapsed, we may not be able to provide a refund.

Please see the policy below on defective items.

• Returns may be considered for defective items, provided appropriate evidence is provided. It is imperative to contact us within 7 days of delivery to report any issues with your order.
• Additionally, we require authorization to initiate a claim with the supplier/manufacturer as part of the return process. Please note that the filing of a claim and the resolution of a case could take between 2-4 weeks and that filing a case does not guarantee a replacement for the item. Due to an increase in fraudulent claims, many of our suppliers and manufacturers require an unboxing video, as detailed below, as a part of this process.
• Prior to sending out each package, all items are inspected to ensure there are no external damages. Unfortunately, as products are pre-sealed, there is no way for us to inspect any possible internal issues. Missing/Duplicate photocards, polaroid pictures, bookmarks, etc. are considered manufacturer's defects as we do not package these products ourselves.  
• Please note that the outer packaging of the product is primarily for protection and Any scratches/dents or discoloration on the exterior of the product packaging will not be eligible for compensation.

In order for us to determine the validity of any claim, we ask all customers to please record themselves opening the entire package from start to finish. Please be sure to include the following in the unedited footage:

1. Showing both sides of the exterior of the box or package
2. Tape on package being cut opened 
3. Show Hello Hallyu sticker on packaging to indicate package is from Hello Hallyu
4. Item(s) being removed, plastic seal(s) being opened
5. Thorough inspection of the item(s) (album, DVD/ Blu Ray, season's greetings, etc.) in its entirety

This entire process should be a filmed in one take and the footage should not be edited. If there is any ambiguity in the footage (edited, unclear, rushing, etc.), a claim will not be filed/accepted and we will not be able to assist you further.

Once it is found that an item was missing during this process, please email us at support@hellohallyukpop.com  with your order number and video file and we will assist you accordingly.

Approval from the manufacturer/supplier is required to proceed with a replacement for any defective item. Once your return item is received and inspected, we will notify you of the approval or rejection of your refund. This process may take up to 30 days.

**Please note that some albums, usually older albums, may not include a photocard as it was only included in first press releases or due to the fact that the photocard is no longer printed for that respective album.

If you received the wrong item, we sincerely apologize for the error. While we typically do not offer returns or exchanges, we acknowledge that mistakes can occur. We will gladly assist you. If you receive the wrong item, we will initiate a correction process as long as the item remains sealed. 

• We are not liable for damages incurred by items or packages during transit. While we take precautions to prevent damage, unforeseen events can occur during transit.
• For any package with visible external damage during transit, we require a video clearly demonstrating the issue as received.
• Claims for package damage can only be filed if items remain unopened and sealed in their original packaging. 
• If items have been opened, we cannot proceed with your claim.  Any fine spots, scratches, flaws, or textural conditions that cannot be seen/identified from 1 foot distance does not qualify as a reason for exchanges or return. Due to material of magazines, corners will naturally curl, bend, fold, or slightly tear within delivery.