FAQ
Everything you need to know about orders, shipping, pre-orders, products, payments, and returns in one place. Quick and easy answers to help you navigate our store.
Orders & Shipping
How do I place an order?
Simply add your chosen items to the cart and proceed to checkout. Once your order is completed, you'll receive a confirmation email.
Can I combine multiple orders into one shipment?
Once an order has been placed, it cannot be combined with another order.
Please make sure to include all desired items in one order before completing your purchase.
Can I change or cancel my order?
Orders cannot be cancelled once they have been shipped.
Pre-orders cannot be cancelled once they have been placed with our supplier.
Please make sure all order details are correct before completing your purchase.
How long does shipping take?
Shipping time depends on product availability and
destination.
In-stock items are dispatched within 2 business days.
Delivery within the EU typically takes 3–10 business days after dispatch,
depending on the selected courier.
If your order includes in-stock items together with pre-order items, the entire order will be shipped together once all items are back in stock.
During holidays or periods of increased demand, dispatch or delivery times may be slightly extended.
Shipping times are estimates and not guaranteed.
Delivery times are estimates and may vary depending on the carrier and logistical conditions.
Do you ship internationally?
Yes, we currently deliver only within Europe – specifically to the following countries: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Vatican City.
When will I receive my tracking number?
Once your order has been shipped, you will receive an email with your tracking number.
Tracking information may take up to 24 hours to become active after the shipping confirmation email is sent.
If your order includes pre-order items, the tracking number will only be provided once the entire order has been shipped.
Will I have to pay customs or VAT?
Orders within the EU are free from customs fees. For deliveries outside the EU, customs duties or VAT may apply in accordance with local regulations.
How much does shipping cost?
Shipping costs are calculated and shown at checkout, based on your location and selected shipping method.
Do you offer free shipping?
Yes. Free shipping is available on orders over 119.99 EUR within EU.
The free shipping option is applied automatically at checkout once your order total exceeds 119.99 EUR.
What if I entered an incorrect or incomplete shipping address?
Please make sure your shipping address is complete and correct, including house number and apartment number.
Incorrect or missing details may cause delivery delays, returns, or lost parcels.
If a package cannot be delivered due to an incorrect or incomplete address provided by the customer, the customer may be responsible for additional reshipping costs.
What happens if my package is returned as undeliverable?
If a package is returned to us due to an incorrect or incomplete shipping address, the customer is responsible for reshipping costs.
Products
Are your K-pop products original?
Yes.
All albums and other products sold in our store are 100% original and
officially licensed. We source our products directly from South Korea,
working only with trusted suppliers and official distributors.
Are albums sealed?
Yes. All albums are shipped sealed and in their original condition, unless stated otherwise in the product description.
What is included in the album?
Album inclusions (such as photocards, posters, photobooks, or other items) are determined by the manufacturer and may vary by version or release.
Detailed inclusion information is always listed in the product description.
Are photocards random?
Yes. Photocards are random, unless the product description clearly states otherwise. We cannot guarantee or accept requests for specific members or versions.
Can I choose a specific album version or member?
If multiple versions or member-specific options are available, they will be clearly listed on the product page.
If no option is available, versions and members are sent randomly.
Do you accept requests for specific photocards or versions?
No. We are unable to accept requests for specific photocards, members, or album versions unless the product is explicitly sold as member-specific.
Are photocards and inclusions refundable?
No. Photocards, posters, and inclusions are non-refundable once opened or delivered, unless they arrive damaged or incorrect.
An unboxing video may be required to verify such claims.
Why may inclusions differ between albums?
Inclusions may vary depending on:
- album version,
- production batch,
- first press vs. later press releases.
These differences are controlled by the manufacturer and are considered normal.
Can albums have minor packaging imperfections?
Yes. Minor imperfections such as small dents or scratches on outer packaging may occur during shipping and are not considered defects, as they do not affect the album or its contents.
Pre-Orders
What is a pre-order?
A pre-order gives you the opportunity to secure an album before
its official release. These products are not yet available at the time of
purchase and will be prepared for shipment once the release process is
completed.
Albums ordered as pre-orders are dispatched only after
the official release date and after they arrive from our supplier. The
exact shipping timeframe may vary depending on the distributor and logistics.
Pre-ordering often comes with exclusive bonuses or
limited extras, such as special photocards or other collectibles, which are
available only during the pre-order period. Specific details, including release
dates, shipping estimates, and included benefits, are always listed in the
individual product description.
Can I request a specific version or member for pre-orders?
No. Pre-order versions and members are assigned randomly unless stated otherwise.
Can I cancel a pre-order?
Orders cannot be cancelled once they have been shipped.
Pre-orders may be cancelled before they are processed with our supplier. Once a pre-order has been placed with the supplier or prepared for shipment, it cannot be cancelled.
Please ensure that all order details are correct before completing your purchase.
How do pre-orders and release dates work?
Pre-order items require additional time before they can be shipped. The expected release date is always listed on the product page, and customers are encouraged to follow our release calendar for updates.
Please note that the listed release date refers to the official release date in South Korea, as provided by the manufacturer or distributor.
This does not mean that the album will be delivered to you on that date.
After the Korean release date, we must first receive the albums from our supplier, which may take several business days depending on logistics and distributor processing.
Once the albums arrive at our warehouse, we will prepare and ship customer orders as soon as possible.
If your order includes both in-stock items and pre-order items, the entire order will be shipped together once all items are available, so it arrives as one complete package.
Are pre-order benefits guaranteed?
Pre-order benefits (POBs) are limited and subject to availability. They are included only while supplies last and cannot be guaranteed unless explicitly stated on the product page.
When will my pre-order be shipped?
Pre-orders are shipped only after the album’s official release and once the items arrive from our supplier.
Please note that the listed release date refers to the release date in South Korea and does not mean the album will be delivered to you on that day. After the release, it may take several business days for us to receive the albums.
Shipping begins as soon as orders are prepared at our warehouse. For the latest updates, we recommend checking our release schedule.
Returns & Refunds
Do you accept returns?
Yes, returns are accepted within 14 days of delivery, provided the item is unused, unopened, and in its original packaging.
Can I return an opened album?
No. Opened or unsealed albums cannot be returned unless they arrive damaged or defective. In such cases, an unboxing video is required. To verify a claim, we may request an unboxing video of the package.
Can I return a pre-order item?
Yes, you can return pre-order items within 14 days of delivery, but only if they are unopened, unused, and in their original condition. All photocards, inclusions, and pre-order benefits must be included. Opened albums cannot be returned.
If your item arrives damaged, please contact us as soon as possible, within 48 hours of delivery. An unboxing video is required as proof to process your claim.
Are photocards and inclusions refundable?
All photocards are final sale and cannot be returned or exchanged. If your item arrives damaged or incorrect, please contact us within 48 hours of delivery. An unboxing video is required for verification and to process your claim.
Who pays for return shipping?
If you are returning an item because it arrived damaged or incorrect, we will cover the return shipping costs. For all other returns (e.g., changing your mind), the customer is responsible for the return shipping.
What should I do if my order arrives damaged?
Please contact us within 48 hours of delivery with photos and an unboxing video so we can assist you as quickly as possible.
Do you offer exchanges?
We do not offer exchanges, including requests for different versions or inclusions.
How long does a refund take?
When approved, refunds are issued to the original payment method within 10 business days. Please note that banks or payment providers may take additional time to process and reflect the refund.
Where should I send my return?
Returns are accepted in accordance with our Returns & Refunds Policy.
If your order arrives damaged, please contact us at hello@kayonara.com within 48 hours of delivery so we can investigate the issue.
An unboxing video may be required to process claims related to damaged or defective items.
Please do not send items back to our business address. Our business address is not a return address.
If your claim is approved, we will provide the correct return address and detailed instructions.
Items sent back without prior contact or approval may not be accepted.
Payments
What payment methods do you accept?
We accept secure online payments through the payment methods displayed at checkout. Available options may vary depending on your location and chosen currency.
In which currency will I be charged?
All prices are displayed and charged in EUR (€). Your bank or payment provider may apply currency conversion fees if applicable.
Is my payment secure?
Yes. All payments are processed through secure and encrypted payment gateways. We do not store or have access to your payment details.
When will I be charged for my order?
Payment is charged immediately at checkout, including for pre-order items.
Do I need to pay in advance for pre-orders?
Yes. Pre-orders must be paid in full at the time of purchase to secure your item.
Can I change or cancel my order after payment?
Once an order has been placed and paid for, it cannot be changed or cancelled after it has been shipped.
Please make sure all order details are correct before completing your purchase.
Pre-orders can be cancelled before shipment by contacting our team.
Pre-orders and orders ready for shipment cannot be cancelled once the shipping label has been created.
If you wish to cancel, please contact us as soon as possible. Any shipping costs incurred may be deducted from your refund.
What should I do if my payment fails?
If your payment fails, please try again or use a different payment method.
If the issue persists, feel free to contact us at hello@kayonara.com.
Will I receive a payment confirmation?
Yes. After a successful payment, you will receive an order confirmation email with your order and payment details.
Will I receive an invoice?
Yes, an invoice will be sent to your email after your order is completed.
Contact
How can I contact customer support?
You can reach us anytime by email at hello@kayonara.com.
(We usually reply within 24–48 hours, Mon–Fri.)
What is your customer support email?
Our official customer support email is hello@kayonara.com.
Do you offer customer support on social media?
At the moment, customer support is handled only via email to ensure clear and accurate communication.
Can I contact you about collaborations or business inquiries?
Yes. For business or collaboration inquiries, please contact us at hello@kayonara.com.
Do I need to contact you before sending a return?
Yes. Please contact us at hello@kayonara.com before sending any return so we can confirm eligibility and provide instructions.