FAQ

 

SHOPPING

Are the lightsticks really official?

Yes, we guarantee that all lightsticks sold on our site are official.  You can verify this by the company's hologram on the box, connecting to the official app, etc. 

Where are you located?

We are based in Seoul, Korea (home of KPOP!).  We also have a warehouse in USA to provide for faster and cheaper shipping options for USA customers on select products.

 

PAYMENT

What are your payment options?  Do you offer cash on delivery?

We accept most major credit cards, debit cards, and Paypal.  Unfortunately, we do not offer cash on delivery.

I received an email about a refund, but it's not back in my bank account yet.

Please note that payment processors take 4-7 days before the money goes back to your bank account.  If it passes this timeframe and you haven't received the money back yet, please reach out to your bank.

My payment was declined but there is still a charge to my account, why?

Even though a transaction has been declined/cancelled, a charge may still appear in your account as it takes time for card issuers and banks to fully process and settle such transactions. However, we wish to assure you that payment was not accepted on our end. Please allow 1-2 business days for any charges for declined transactions to be cleared from your account. If you still see a charge, please contact your bank.

Why am I being asked for ID verification?

To ensure safety and protection of your payment and order, you will be asked for ID verification to show that you authorized any orders over $500, or if there is any indication in the payment processor as risk of fraud.  If ID is not provided as requested, a refund minus the payment processor transaction fees charged will be processed.  

 

SHIPPING

Do you ship to my country?

Yes, we ship to almost all countries, with some restrictions.  You can check out in our store and it will tell you if your country is restricted for shipping or not.  

How long does it take to ship to my country?

You can refer to the shipping times here.  Standard shipping times are generally 10-30 days and express shipping times are 7-10 business days (weekends and public holidays are not included) depending on your country.  Please note that there may be delays due to the customs-related delays or other unforseen delays.  We do not guarantee any delivery dates.

I’m ordering multiple items, will they come as one package?

Please note that if you order multiple items they may be sent in separate packages due to weight maximum requirements with our couriers.

Why am I getting charged shipping?

Due to the different weight requirement of our couriers, only selected items are free shipping. There are some items which aren’t qualified for free shipping.  However, we strive to give you the best value for the shipping charges in that anything that isn't qualified for free shipping is given expedited shipping services.  

How much is shipping?

Shipping depends on the item weight and destination.  Our system will automatically determine the shipping cost after you select the product and enter your shipping address.

How do I track my order?

Once we ship your item, you will receive an email with the tracking number.  You can use that tracking number and track it at www.17track.net.

Duties, Tax and Charges 

Custom Duties, Tax and Charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.

 

ORDERS

I want to cancel my order, what do I do?

Due to the nature of the products we sell, all sales are final, and cannot be cancelled or changed.  Please check carefully before ordering. 

I want to change my order shipping address, item size, color, etc, what do I do?

Please email us immediately at info@kpopomo.shop with your order number and request and we will try our best to help accommodate.

We can only help with changing orders while the parcel is still with us, and cannot assist if the package is already mailed.  

My package tracking details shows it has been delivered but it's not here.

If the tracking details for your package shows it's been delivered and you have confirmed with your neighbors/housemates that it cannot be located, please contact the courier customer service ASAP.  You will need to provide them with your tracking details and verify the address.  Kpop Omo is not liable and will not provide any compensation for packages that are declared DELIVERED but customer declares as lost or stolen.   

 

Package Returned To Sender – Wrong Address, Customs Duties not Paid

If a package is returned to sender or discarded due to wrong Address Information or Customs Duties not paid by customer timely, Kpop Omo will not be held liable and compensation will not be granted by any form.  Buyer should take the responsibility over this matter as we allow an order modification within 12 Hours or before shipment, whichever is sooner.  A re-shipment fee will be charged in the event the buyer wishes to for a reshipment.

 

Package Returned To Sender – Missed Delivery Attempts

All missed delivery attempt orders that got returned to Sender who received notification from the carrier to contact them for a delivery arrangement can request reshipment or refund, but a shipment or reshipment fee will be incurred by the buyer.

Lost Order – Wrong Address

Kpop Omo will not be held responsible for orders that are lost due to incorrect Shipping Address provided by the buyer rupon ordering and unable to modify within the 12-hour window or before shipment, whichever is sooner.  

 

Lost Packages (for scenarios not covered above)

For any scenario that isn't covered above (i.e., missed delivery attempts, package returned to sender, wrong address), we will resend your package free of charge in the unlikely event that your package is lost in the mail, or provide a refund if the item is no longer available.  

I received a different product than I ordered.  What should I do?

In rare cases when a wrong product is shipped to you, send us an email at info@kpopomo.shop with an unboxing video showing the entire process of product being opened from the box and we will replace any such items free of charge.

My order was broken/defective when it arrived, do you give refunds?

While we do our best to package everything carefully before shipping, unfortunately as the outer packaging of the products are for the purposes of protecting the products, we are NOT liable for any item/package damages incurred during transit.  We only provide compensation for products that are defective in nature.  If you received a broken or defective item and provide an unboxing video showing the entire process of the product being opened from the box, we will promptly send you a replacement or issue you a full refund for the product upon receipt of an unboxing video showing the entire process of product being opened from the box. (No additional shipping or handling fees for replacement shipments).