FAQ

Preorders:

1. What is a preorder? How does it work?

The only difference between a regular order and a preorder is the shipping time. Preorder albums, photocards and merch are available for purchase on our website starting about 1-8 months before their official release in Korea. The preorder items you purchased will arrive at our warehouse 3-7 work weeks after their official release in Korea, and we will ship them out as soon as we receive them. It's important to note that for highly demanded items the waiting time may be up to 3+ months from the release date in Korea.

Please read carefully the estimated shipping dates for your item that you can find written at the bottom of the product image itself and in the description. These timeframes are usually accurate and are periodically updated depending on the official informations we receive from Korea.

You will receive updates on your preorder only when the items will reach our warehouse, and we kindly ask you to refer only to the emails we send you. If you don't receive any emails, it means that we don't have updates to share and we don't know the exact shipping date for your preorder.

The Shop platform doesn't show accurate updates and doesn't influence the status of your order in our systems.

2. I preordered an item, when will I receive it?

You can find this information both in the product description and at the bottom of the product image, underlined in red. Normally we are unable to tell you an exact shipping date, so we kindly ask you to wait for the timeframe written on the product image and in the description to fully expire before contacting us. For example: if at the bottom of the product image it's written "Expected Shipping Date: April-June", it means that shipping could possibly begin from early April to the end of June. Therefore we kindly ask you to wait until the end of the month shown on the image before contacting us.

We remind you that these timeframes are simply estimates and there may be delays that don't depend on us, since we can start shipping out items only when we receive them from our suppliers.

3. I preordered an item a long time ago and I still haven't received any news. Is there a problem?

We open preorders 1-8 months before an item is released in Korea. This means that you won't receive any updates (example: shipping confirmation) from us until the item has reached our warehouse. As we previously stated, shipment will begin between 3 weeks and 3 months after an item is released in Korea.

We assure you that your order has been successfully registered in our systems if you have received the confirmation email with your order number (# followed by 4 or more numbers). We haven't forgotten about your order and we haven't cancelled it. We are simply waiting for the items to reach our warehouse before proceeding with fulfilling orders. Not receiving any updates always means that our suppliers haven't sent us the items yet and that we can't give you an exact shipping date.

4. Can I purchase items marked as "preorder" even after the preorder period ended? Can you guarantee I will receive what I ordered?

Yes, every item on this website that isn't marked as "sold out" is available and can be purchased normally.

Generally the number of preorder items we order from our suppliers depends on the demand and on how many sales we actually got, but sometimes we are able to secure some extra items. These items are available for purchase even after the preorder period in Korea ended.

Rare exceptions aside, we guarantee you will receive the items you preordered regardless of how much time has passed since the preorder period deadline.

5. What are the benefits of preordering from Nox K-Pop Shop?

• Our shop is based in Italy, and for this reason anyone who orders from Italy and the European Union will be able to avoid the expensive import taxes associated with non-EU shipments.

• Thanks to our suppliers we are able to open preorders at the same time as in Korea, giving our customers the opportunity to be among the first to support their favorite artists.

• Our suppliers are part of the Hanteo Family, so each album bought through us will impact the Korean charts.

6. Someone I know preordered their merch/album from another shop and they already received their order, but I'm still waiting for you to ship out mine. Why do your preorder items take longer to ship?

Some shops use private proxy services based in Korea to secure albums and merch (especially if it's sold at Pop-Up Stores) earlier. These services aren't always reliable and don't guarantee that the items will arrive in perfect condition, which is why we decided to partner exclusively with authorized suppliers that respect the official global online release date of albums and merch.

7. What's an 'on demand' item?

Certain rare items can only be ordered 'on demand'. This means that we secure the item via our suppliers specifically for you, and only when you successfully place the order. Once the item arrives at our warehouse we proceed with shipping, and usually the timing is 2-3 weeks from the day you place your order on our website.

We don't accept cancellations of on demand items.

8. My order contains both in-stock and preorder items. When will they ship?

The order will be shipped when all items are available in our warehouse. If you do not want to wait and want to receive the items already available immediately, you will have to place two separate orders.

Shipping times vary for each item, so we ask you to carefully read the product description to know when shipping will begin. You will find these informations also written on the bottom part of the product image itself.

Imperfections:

9. Can you guarantee that the items I will receive will be in perfect condition?

Unfortunatly we can't. All the items we sell, whether in preorder or ready to ship, come from Korea and undergo a long journey through customs, airports, and courier hubs before they reach us. 

This is why, although our suppliers do their best to pack our shipments with care, some items may have imperfections by the time they reach us, due to the fragile material used in their production. 

By imperfections we mean minor dents, scratches or scrapes on any part of the outer box/cover that in no way compromise the inclusions inside of the box/cover. 

These imperfections may be present particularly on albums, magazines, DVDs and Blu-ray, lightsticks, Season's Greetings, items that come in a cardboard, plastic, metal or paper box.

We inspect each item carefully once we receive it and before we ship it to our customers, and we do all that we can to only ship out items in perfect condition.

Our efforts include ordering new items from our suppliers in case of imperfect ones. However, low stock, high restocking costs, out of print status, limited preorder timeframe, excessively long shipping times, and other variables may prevent us from doing so. 

This means that we may be forced to ship out your order even if one or more of your items have an imperfect outer box/cover. 

10. Will I receive a refund for items whose cover/outer box is imperfect?

If you require an item whose box/outer cover is flawless without exception, we ask that you do not purchase it from our store, as we cannot guarantee the absolute perfection of every item for the reasons mentioned in section 9.

If you have already placed your order, you can cancel it and receive a refund within 24 hours of receiving our follow-up email. We do not accept cancellations or issue refunds for imperfect items after this timeframe.

If you do not respond to our follow-up email and/or contact us regarding possible flaws on your item's box/outer cover within 24 hours, we will assume that you accept our terms and understand that you may receive an item with external flaws.

Prices:

11. Why are your prices higher compared to Korean online stores?

Although initially it may seem convenient and cheap to purchase albums and merch from Korean online stores, you always need to keep in mind the high shipping costs (often higher than the cost of the items themselves) and the import taxes, which at the moment are around 35-45% of the total value of the items plus shipping costs.

Thanks to our suppliers, we are able to offer you final prices that are significantly lower than those offered by Korean stores, without any unexpected extra costs, and if your order is above 60€ (Italy) and 100€ (Europe) shipping is free.

12. Will I have to pay customs fees or extra taxes if I live in the European Union? What about the UK, Switzerland, etc?

No. All our prices include taxes and customs fees, and you won't be charged any extra cost neither at checkout nor upon delivery. This is valid exclusively if you live in a European Union country.

If your shipping address is outside the EU (UK, Switzerland, etc.), your shipment will need to clear customs and you will have to pay the courier any customs duties required by applicable import/export laws. These fees vary depending on the country, the total order amount, and the type of items. We are in no way responsible for these fees, cannot predict their amount, and cannot offer refunds or advance payment for them.

Official Items:

13. Are your products official? Where do they come from?

All items on our website are official and imported directly from South Korea thanks to our supplier partners.

14. Does my purchase count towards the Hanteo and Gaon/Circle charts?

Yes. We receive all of our items from suppliers based in South Korea who are part of the Hanteo Family, and as such, each album purchase will count towards the Hanteo and Gaon/Circle charts. We are also in the process of obtaining our own Hanteo certification and becoming part of the Family.

15. Are the freebies you send with all purchases official?

Most of our freebies (cards and stickers especially) are fanmade. We may include free official items for large orders (100€+) or depending on what items you purchased. For orders above 500€ you will be able to choose as freebie any album or photocard on our website.

Gift Wraps:

16. My order contains a gift, can I customize my gift wrap/card? Will you include an invoice in my package?

We offer fully customizable gift wraps and cards. You can leave a note at checkout stating your preferences. You can let us know which colors you'd like us to use, if you wish to add decorations, etc.

Normally we don't include invoices in the packages we ship, but in the case of orders containing many items or orders that have been combined together we add a packing list for transparency, which also shows each item's price. If your order meets these criteria and you don't wish for the items' prices to be known, you can leave a note at checkout or contact us and we will make sure not to include a packing list in your package.

Cosmetics:

17. Are the cosmetic products you sell safe and do they comply to EU regulations?

Yes. All of our K-beauty products are CPNP notified. CPNP notified means a cosmetic product has been registered in the Cosmetic Products Notification Portal, a mandatory EU-wide online system. It signifies that essential product information such as formula, labeling, and safety data has been submitted to the European Commission before market launch, ensuring regulatory compliance and enabling swift access for poison centers. 

Payments, Safety and Personal Data:

18. What payment methods do you accept?

We accept all major credit/debit cards, Apple Pay, Google Pay, Klarna, PayPal and bank transfer (only upon request).

If you wish to pay via bank transfer, please contact us. Keep in mind that you will need to proceed with the payment within 5 days and include your order number and full name in the description, otherwise the bank transfer will be refused by our bank and your order will be cancelled. 

19. How do you handle my personal data?

You can view our privacy policy here.

20. I want my personal data to be erased from your website. What should I do?

If you wish to erase your personal data (first and last name, address, e-mail, phone number) from our website, you can send an e-mail at info@noxkshop.com and we will request the erasure for you.

By default, if a request for erasure is submitted and the customer has made an order in the last 180 days, then the request for erasure will remain in a pending state for 180 days since the customer's last order. Our e-commerce platform partner, Shopify, will proceed with erasing your data once this period is over.

Certain information, like what was sold and the date and time of the sale, will remain visible in our admin and cannot be erased.

21. Is this website safe? How are payments managed and processed?

Our website is powered by Shopify, a leading multinational e-commerce management platform that hosts more than 2 million stores across 175 countries. Shopify makes your shopping experience safe in several ways:

• All Shopify-powered shops have an SSL certificate, which encrypts data exchanged between your browser and the site, protecting personal and payment information.

• By adhering to the highest PCI (Payment Card Industry) security standards, Shopify protects credit card informaiton used for payments.

• Payments are securely handled by Shopify Payments (using Stripe) and third-party payment platforms such as PayPal and Shop Pay, ensuring maximum protection for your purchases.

Refunds:

22. I asked for a refund but I didn't receive it. Why?

Once we issue a refund, 10+ working days (or up to 2 billing cycles for PayPal and some credit cards) may pass before it shows up on your card/account. It's important to remember that some credit card companies process refunds by removing the original charge or lowering the amount you owe. In this case, your refund will not show up as a new credit. Please make sure to review your credit card statement carefully if you haven't received your refund within 2 billing cycles.

23. I placed an order, but I never got a confirmation e-mail. Will I get my money back?

Sometimes payments don't go through due to technical difficulties, lack of funds, or because the customer refreshed/closed the page too soon. In these instances, the payment method you chose will show you've been charged the amount corresponding to the order you placed, even though the transaction wasn't registered in our systems. This charge is a pre-authorization that will be automatically cancelled within a few days/weeks depending on your bank, country and the payment method you used.

Remember that your order has been correctly placed only if you have received a confirmation e-mail with the order reference number. We cannot refund orders that haven't been registered in our systems and we cannot contact PayPal/your bank on your behalf.

24. I changed my mind about my purchase. Can I get a refund?

You can view our return and refund policy here and our cancellation policy here.

25. The items I received are incomplete/damaged. Can I get a refund?

We do our best to promote fairness and transparency and protect our business. Therefore we always suggest you film an unboxing video as soon as you receive your order, so that we can check the condition of the goods and be able to help you in case you want to request a refund.

It is mandatory for the video to start when the shipping box is still sealed, with the shipping label and tape intact. It also needs to clearly show the box being opened and the items inside of it.

We remind you that dents, scratches and imperfections on the item's outer part (merch packaging, album and season's greetings outer box, magazine cover) are not to be considered as damage or defects, since they exclusively serve to protect the contents.

We will refuse claims for damaged or missing items without an unboxing video that follows the above mentioned requirements.

26. Why does my unboxing video need to start when the shipping box is sealed, with the shipping label clearly visible?

If you receive damaged or defective goods, it is our duty to inform our suppliers and carry out the necessary checks. To do this, we must be certain that the package was actually shipped by us and that the goods have not been replaced or tampered with in any way by the customer. Unfortunately, our suppliers do not accept complaints without a full unboxing video that meets the requirements we have outlined, and for this reason, we ask for the kind cooperation of all our customers.

27. The items I received have factory defects and/or are missing inclusions. Will I get a refund/replacement?

We ship out our items sealed, the way we receive them from our suppliers. Therefore we are not responsible for missing inclusions or factory defects and we cannot offer refunds or replacements.

28. Do the items you sell come with a warranty?

No, none of the items listed on our website come with a warranty.

29. The items I received were in pristine condition initially but they got damaged after use. Will I receive a refund or replacement?

We are not responsible for the misuse of items sold on our website. This includes, but is not limited to:

• Damage to electronic devices such as speakers and lightsticks resulting from misuse;

• Damage to clothing items caused by excessive use and improper care;

• Discoloration and damage to jewelry and accessories caused by continued use and exposure to sweat, sunlight, humidity, perfume, and cosmetics.

All items on our website are sold exclusively as K-pop collectibles that require careful handling and proper storage. Accessories such as jewelry, brooches, keychains, hair clips, etc., are made of fragile materials and should be used sparingly to maintain their quality.

Clothing, purses, backpacks, slippers, and similar items are not designed for prolonged use, and washing instructions must be followed to avoid damage.

We don't offer refunds and don't accept returns for items that were damaged by the customer.

Cancellations and Order Changes:

30. Can I cancel an order that contains preorder items?

Most preorder items on our website are only available in Korea for a very limited time and/or can sell out very quickly. For this reason, as soon as you place a preorder, we order the items you've chosen specifically for you from our suppliers. Cancelling a preorder results in excess inventory and, at the same time, a significant loss of funds. Both of these problems are extremely detrimental to a small business like ours.

For this reason, we only accept cancellations for preorder items if all of the following conditions are met:

1. It has been less than 24 hours since we sent you the follow-up email after you placed a preorder.
   
2. You wish to cancel your preorder solely because you require an item with a box/outer cover that doesn't have any scratches or dents, and you understand that unfortunately, we cannot always guarantee you will receive a perfect box/outer cover.

31. Can I cancel an order that contains in-stock items?

We accept cancellations for any reason on in-stock items no later than 24 hours after we sent our follow-up email, which you will receive after your order confirmation email.

32. Can I add more items to my order if I already completed check-out?

To add more items to your order you need to place a new one, let us know your order numbers, and we will merge them into one, refunding any extra shipping costs.

33. I made a mistake when typing my personal data (name, address, email, phone number, etc) at checkout. What can I do?

Contact us immediately when you realize you made a mistake, if possible within 24 hours from your order confirmation. Tell us exactly what information you wish to edit and we will proceed to update your customer page in our systems.

Shipping, Tracking and Delivery:

34. My order status on Shop wasn't updated or it has been marked as 'delivered' even though I didn't get anything. Why?

We advise you to only rely on the e-mails you receive from us for any updates regarding your order. Shop often doesn't show real-time updates, and sometimes orders can be marked as 'delivered' when in fact no items were shipped out at all. The status of your order on Shop doesn't influence our systems in any way, so if your order has been marked as 'delivered' on Shop but you haven't received anything, don't worry: wait for our shipping confirmation e-mail, in which you will also find the tracking number for your package. In the case of preorders, several weeks/months may pass before any updates are available.

35. What are the shipping costs and what do they depend on?

Shipping costs depend on the weight/size of the package and the country you live in. You can view our shipping rates here.

36. When will you ship out my order?

We do our best to fulfill orders that contain only in-stock items within maximum 5 working days from the receipt of payment.

37. Can I track my order?

Yes. We ship exclusively with couriers that guarantee complete tracking of each shipment. The tracking number will be available as soon as we have shipped your order, and it will show updates when the courier will pick up and scan the package (usually 1-5 workdays, excluding weekends, after you receive the confirmation email). In the summer and December/January, tracking numbers may not show updates for 1-2 weeks due to the high volume of shipments that couriers need to handle and the lack of staff available.

38. I tracked my order and noticed that the package is in transit towards a country/city different from mine. Why?

Due to logistic reasons, such as customs checks, hub overload, strikes and operative delays, couriers sometimes don't follow the fastest or most convenient route. This is why it may seem that your package is going to be delivered to a completely different country/city than yours. This process is absolutely normal, and in these cases we recommend you monitor the tracking number once a day and wait for updates.

If more than 10 working days have passed and the tracking number is still showing abnormal updates, we invite you to contact the courier's customer service or contact us through the form you can find on this website for the necessary investigations.

39. How long will I have to wait before receiving my order?

Delivery times vary depending on your country of residence, and range on average from 2-8 working days for Italy and 5-14 working days for Europe. These times are indicative and it is important to keep in mind that there may be delays and unforeseen events that do not depend on us.

40. Do you ship worldwide?

For now we only ship to Italy and Europe, but we are doing our best to soon offer shipments to the rest of the world.

Issues with Shipping:

41. I didn't receive my order. What can I do?

The transit times of a shipment can be affected by various factors, including strikes, national and international holidays, customs checks, courier mistakes, etc. Each shipment is associated with a tracking number with which you can monitor your shipment. If there are problems with the delivery, we always recommend contacting the courier's local customer service directly, since this is the fastest way to receive detailed informations and case-to-case assistance.

To avoid delays and losses, always make sure you have entered your full name and address (including your ZIP code) correctly when checking out.

If you have any questions you can always contact us via the contact form here and we will do our best to help you.

42. If my package is lost will I receive a refund?

Yes, we offer full refunds in case of lost packages.

Contact us if your tracking number hasn't received any updates for more than 7 working days. We will promptly contact the courier and open a formal investigation, after which, if the package is declared lost in transit or impossible to track, we will refund you.

20+ working days may be necessary for formal investigations to receive any updates.

43. I received my order but the shipping box/envelope is visibly damaged or seems compromised. What should I do?

If the shipping box/envelope has been visibly and seriously damaged during transportation, we invite you to document the issue by taking pictures and a full unboxing video, since there is a possibility that the damage to the shipping box/envelope resulted in damage of its contents as well. After that, we invite you to contact us and send us the pictures/video. We will proceed with refunding your order or replacing the damaged goods and contacting the courier for the necessary investigations.

Special Requests:

44. I would like to order a specific version of an album/photocard. How can I request it?

Unless otherwise stated, all albums and POBs are random. If you have any preferences, you can write them in the notes at the time of purchase or via the contact form by clicking here. It is important to note that we can't guarantee to satisfy your request.

45. I'm looking for a rare album/photocard/merch/magazine that seems to be sold out everywhere. Can you help me?

Some of our many suppliers are specialized in sourcing very rare/old K-pop items, so if you're looking for something in particular, contact us and we will forward your request. If you have a certain budget available we invite you to let us know, since rare K-pop items are usually very expensive and we need to include any limitations when sending the request to our suppliers.

46. I would like you to film a packing video of my order and post it on your social media accounts. What should I do?

You simply need to leave a note at checkout and we will make sure to film and post the packing video of your order. If you wish to be tagged when we post the video, add also your Instagram/TikTok handle.

Pre-Order Benfits:

47. What is a "POB" photocard?

"POB" stands for "Pre Order Benefit". This refers to all photocards that are exclusive to specific stores such as Yes24, BDM, Apple Music, Music Korea, Makestar and many more. These photocards are only available during the preorder period of an album and during certain events.

If you choose to buy an item with POB and you leave a note at checkout stating a preference for a certain member, we remind you that we can't guarantee you will receive exactly that one, since our suppliers send us random POBs and some members may not be available.

Aside from a few rare cases in which POBs are included inside the album/merch, you will find your POB in the shipping box together with the freebies.

In the product page, selecting the option "No POB Choice" means you won't receive any POB.

Other:

48. I have a question and I didn't find the answer in the FAQ. Can I contact you?

Of course. We are always available through the contact form here.