Frequently Asked Questions

All items delivered within the U.K. follow the Royal Mail Track & Signed standard rates.

Shipping outside of the U.K . to respective countries will use both Royal Mail Track and Signed as well as another courier service for affordable prices.

Please note shipping from the U.K. to your country may incur custom charges.

**We will not be liable for custom charges within your country**  

Yes! If you would like to organise a group order for our on hand items, such as our very own HWASA Lightstick, you may do so to save on shipping costs. 

Please visit our 'Group Orders' tab to have a look at our package deals.

Yes! In some cases, we may not have had the chance to update our pre-order list so please send us an email in the 'Contact Us' section or through one of our social platforms.

Please note proxy handling fees, shipping and custom fees to the U.K. will be added to the total price. Normal shipping rates will apply to U.K. addresses. If your residence is outside of the U.K., shipping rates will be calculated automatically at check out.

Pre-order items will be delivered after its official release. As we order our items directly from Korea, it will take between 2-3 weeks to arrive at our warehouse so please take this into account when making your purchase. Priority shipping from South Korea is possible and products will arrive in the U.K within 7 days. Please let us know if you would like this option.

**Pre-order items cannot be cancelled, exchanged or returned after the pre-order sales**

All items include the price of packaging and processing fees.

The total cost of pre-orders include proxy handling fees, shipping and custom fees to the U.K. 

Yes! Most products can be cancelled or exchanged. Item(s) requested for these changes must be done within two days of the purchase prior to shipping. 

If you ordered the wrong item(s) and would like to exchange for another of equal value, please let us know as soon as possible so we can change this prior to shipping. Use the 'Contact Us' form and state "Exchange order" in the subject line.

If a request is made outwith the time window, and the item(s) has been shipped but you would still like to cancel and/or exchange, please see our returns & refunds policy. You will be responsible for shipping the item(s) back to us. An 8.5% processing fee will also be applied to the exchange.

**Pre-order items cannot be cancelled, exchanged or returned after the pre-order sales**

By purchasing our products, you acknowledge our Returns & Refunds Policy. Please note, we are only able to process returns and refunds within the U.K. following they meet our policies:

• Terms of returns & refund (i.e. number of days)

An exchange request must be done within 48 Hours of purchase prior to shipping. After this time the returns and refund process will apply. 

A returns and refund request must be done on the day of the item(s) arrival at your residence (see below for more info).

• Reason for return 

We will only accept returns if the item(s) are visibly damaged upon arrival. We would advise customers to take videographic evidence as soon as damage is apparent prior to unboxing the outer packaging to reveal the product.

We ensure to send only the best quality products to our customers. We cannot control and guarantee the handling of the outer packaging by the courier, and as such will only take responsibility for the product condition itself. 

A return and refund must be requested on the day of arrival along with media evidence of the item(s) (i.e. the box of the BTS Special Edition Light Stick, not the outer packaging provided by us).

We will not process the return and refund If the customer proceeds to open and use the product despite being visibly damaged. 

If an exchange is desired after the 48 hour window and the order has shipped, you will have to wait for it's arrival, and return it to us directly. 

You will be responsible for paying postage for any item(s) to be sent to us. We will pay for postage for the new item(s) to be sent to you should you choose to have a replacement item in place.

• State of return (e.g. unworn)

Item(s) must be unused and in the original state at which it arrived at your residence. If the product itself is damaged further on its way to us, this will affect your refund total.

• Process for exchanges and return (i.e. how to initiate a return, how to contact customer service)

Please use the 'Contact Us' form and state "Exchange order" or "Return & Refund" in the subject line.

"Exchange order" will only apply to requests within 48 Hour window, thereafter, a "Return & Refund" request will be in effect.

• Process of exchange or refund (i.e. terms of refund, duration, payment details)

Once we have received the item(s), we will:

1) aim to refund the total price minus the shipping within 5-7 days 

2) post the replacement item subject to availability

If an exchange request is in place after the 48 hour window, an 8.5% processing fee will be applied and we will post the replacement item subject to availability.