FAQ

GENERAL

1. What is your Return Policy? 
   

   Please check out out our Return Policy page for more details. 

2. What is your Shipping Policy?
   Please check out out our Shipping Policy page for more details. 
   
   
3. How long will it take my order to ship?
   Once an order has been processed, it takes 2 to 3 business days for us to ship it out, though we try to process and package the same day or the next business day. You will receive a confirmation email with your tracking number once it ships. 
4. How can I cancel my order?
   If you would like to cancel an order, please email us at kpopstoryus@gmail.com as soon as possible with your order number and cancellation request. If the order has shipped, we can no longer cancel it. Because orders are usually packaged the same day or the next business day, it is important to act quickly. 
   
   Please also keep in mind that if a cancellation was made by mistake, you will need to place a new order to receive the item.
5. Do you accept gift cards?
   We do not accept gift cards online; they can only be used in store. 
6. There is a charge on my account, but why didn’t my order go through?
   We are sorry for any trouble you may be experiencing. If your order wasn't successfully placed, the transaction may have declined for one of several reasons. The charge may still appear as "pending" in your account, as it takes time for these transactions to reverse.
   
   If you were charged but did not place an order, please contact us immediately so we can look into it. 
   
   If you placed an order and were charged but did not receive a confirmation email, please allow up to a full day for it to arrive. If you still do not receive it by the next day, please contact us and we will look into it further.  
7. How do I buy posters? What if I receive my albums but not my posters?
   Posters ship separately, with their own confirmation and tracking, for an additional charge. To receive a poster with your order, select the "Album + 1 unfolded poster" option before adding the item to your cart. The added shipping cost is calculated at checkout. If you don't want a poster, select the "Album only + no poster" option instead. 
   
   Posters ship in USPS First Class tubes, which typically take 1 to 3 business days in transit. Because they are sent separately from your album, please allow 5 to 7 business days after your album arrives for your poster to be delivered. If is still has not arrived after that, please contact us at kpopstoryus@gmail.com.
   

8. What happens if items are missing from my album or arrive defective? 

   We kindly ask that you record a full unboxing video when opening your package. Please start recording before removing the plastic seal and keep filming until all items have been shown. This video serves as proof in case any inclusions (photocards, posters, or other items) are missing. If anything is missing, please email the full unboxing video to kpopstoryus@gmail.com, along with your order number. Unfortunately, we are unable to accept claims for missing or damaged items without unboxing video proof. 
   

   Please also note:
   - The outer box is designed to protect your items and may have minor dents or scratches from the manufacturing process or international transit. These do not qualify as product defects. 
   - All albums are shipped factory sealed, and we are unable to check the internal contents before shipping to you.
   - In rare cases, manufacturing or packing errors from Korea may occur. If you believe your product is affected, please email us at kpopstoryus@gmail.com with your unboxing video and order number. We will do our best to resolve the issue based on what we can verify. 

9. How long does it take to re-stock an item?
   It depends on the product. Some items sell out in Korea and may take time to be restocked there, while others may not be manufactured again. The best way to stay updated is to follow our Instagram and Facebook pages, where we post whenever an item is back in stock. If there is something specific you are looking for, send us a message on either platform and we will let you know whether we expect to restock it.  

ONLINE STORY POINT

1. What is your Story Points program?
   Our Story Points rewards program lets members earn points with every purchase. Those points add up over time and can be redeemed for rewards on future orders. 
2. How do I join the program?
   Joining is free! Just register through the “Account" icon in the bar at the top of the website. All we need is your first and last name and email address. If you already have an account with us, be sure to sign in whenever your visit our online store, and especially before making a purchase, so your points are credited correctly. .
3. How do I earn points?
   Just sign into your account when visiting the site and make a purchase! Your points will update automatically. 
4. How can I use my points?
   When you redeem your points, they are converted into coupons you can use on your next order. Please see the chart below for current redemption options.
   Story Points        Cash Reward
   1000 points         $10 off coupon
   5000 points        $50 off coupon
5. Will my points expire?
   Nope, your points never expire! 
6. Will I keep my points if I return an item?
   No. Any points earned from a purchase will be deducted from your account when the item is returned. 
7. Can I use my points in store?
   Unfortunately, no. Our online and in-store systems are separate, so Story Points can only be earned and redeemed online.