GENERAL INQUIRY
Due to the pandemic COVID-19, there are heavy delays in shipments coming from Korea. In some cases due to shipment delays, it may take up 4-6 weeks for us to receive it once the product is released in Korea.
Without any delays when the product is released in Korea (Expected Release Date is listed in the Product Description), it usually takes us 3-4 weeks to receive the shipment.
Kindly note that due to tight import restrictions, the customs clearance would take a while, normally it may take up to 1 week upon arrival, but sometimes it may take up to 2-3 weeks or more, if any delay occurred, we will notify our customers via email, Our clearance team will do their best in order to clear the shipment and fulfill your order ASAP.
Once we receive the shipment, we begin fulfillment processing on a first-order, first-serve basis. Once your order is shipped out, you will receive a shipping confirmation email and text message along with your tracking number.
DEPENDING ON THE VOLUME OF PRE-ORDERS: PROCESSING TIME COULD BE DELAYED UPTO 4-6 WEEKS.
Most of the orders will be processed within 1-4 business days (excluding orders that’s placed on all day – Saturday, Sunday) on a first-order, first-serve basis and will be packaged for delivery.
Once you submit the order, you will receive an email with all the details.
If for any reason you don’t receive an email from us, please check your spam mail. If it’s still nowhere to be found, then we might have received the wrong email, or you might not have provided an email address at checkout.
Feel free to contact us and we will investigate the matter.
If any order must be adjusted, please email us IMMEDIATELY within 24 hours after the order was submitted. This is a very time-sensitive matter, so once fulfillment has been started; we are unable to modify your orders. PLEASE KEEP IN MIND, it is not GUARANTEED for us to change/modify your order.
PRODUCT DEFECT RELATED INQUIRY
Before we ship out each product, our Quality Control team inspects to make sure there are no external damages.
Furthermore, when packaging the order, we have several procedures to secure the item(s) in the package. This includes securely protecting and packaging it with bubble wrap, packing and the usage of a sturdy cardboard box / polymailer with secured taping to ensure that order(s) arrive safely to customers.
Unfortunately, damages that may occur while in-transit during delivery are unpredictable. LANKA KPOP is not liable for any item/package or outer box/case damages incurred during transit, and we are not liable for any packages once it has been scanned as delivered.
However, please contact us to customerservice@lankakpop.com if there is anything we can help to solve the issue. We want to try our best to help our customers!
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Outbox/case/sleeve/cover is manufactured to protect the product underneath along with the contents inside. Small scratches, flaws, crack, discoloration, etc. on the outer box/case/sleeve/cover may occur due to the nature of the material or during manufacturing/packaging/delivery process cannot be the reason for return or exchange. Any fine spots, flaws, scratches, or textural conditions that cannot be seen/identified from a 30cm distance cannot be a reason for exchange or return.
Certain products are manufactured and designed in a more vulnerable condition where minor damages can easily occur during delivery while in-transit.
Furthermore, when our albums/products are distributed from the manufacturer in South Korea, damages may be incurred since the shipment is delivered internationally. Therefore, we perform quality checks and thoroughly inspect once we receive albums/products from South Korea in order to guarantee the quality of the albums/products before we ship out your order.
Therefore, LANKA KPOP is not liable for any minor scratches, bends, damages, discoloration etc. that may occur during delivery while in-transit to the final destination on any products including but not limited to the outbox/case/cover or any exclusive/pre-order photocards.
For more information on how to file a Claim please check the below for further details and explanation.
Before we ship out each product, our Quality Control Team inspects to make sure there are no external damages.
Furthermore, when packaging the order, we have several procedures to secure the item(s) in the package. This includes securely protecting and packaging it with bubble wrap and the usage of a sturdy cardboard box/polymailers with secured taping to ensure that order(s) arrive safely to customers
Since all products/albums are sealed in plastic wrap, it is impossible for us to know or inspect any possible internal defects such as missing/duplicate photocards, bookmarks, stickers, polaroid’s, etc.
So if your product/album has any internal issues as stated above, it is considered as a manufacturing defect. Please keep in mind that we are not the manufacture and therefore, it is difficult for us to resolve the issue right away as we must file a claim to the manufacturer.
Although LANKA KPOP is not liable for any manufacturing defects, we can assist you to file a claim to the manufacturer on behalf of the customer for missing/defective items externally.
HOWEVER, PLEASE CONTACT US to customerservice@lankakpop.com if there is anything we can help to solve the issue. We want to try our best to help our customers!
Please remember to film an unboxing video, check the product condition immediately upon receipt, and contact our customer service for faulty products, defects, or any other issues within 3 business days of delivery date.
However, please note that we have to wait for the manufacturer to respond back to us and this process could take up to a month. We will try our best to assist you in resolving this issue, but it is not guaranteed for the damaged/missing item to be replaced by the manufacturer.
Please note that older restock albums, or re-released albums (after it has been discontinued) may not include a photocard or certain item in the contents inside since it may have only been included in FIRST-PRESS release albums or due to the fact that the photocard is no longer printed by the manufacturer for that specific album.
Also, in most albums details, we have included the images of product details. Please keep in mind that if it stated as “초판한정” in Korean – it is meaning that FIRST-PRESS ONLY.
Therefore, if it is no longer FIRST-PRESS and those specific contents will be no longer included inside the album. Please keep in mind, there is no way for us to confirm if a particular album is still FIRST-PRESS or not, unless it is purchased during the pre-order period.
Before our shipping team sends out each Light Stick, we thoroughly inspect it to check the quality for any defect and damages.
After inspection, we always include a note within the package that we have inspected the light stick before we send them out.
The note is to guarantee the quality of the product and it is our way of providing assurance that the light stick is in good working condition without any issues.
Furthermore, when packaging the order, we have several procedures to secure the item(s) in the package. This includes securely protecting and packaging it with bubble wrap, the usage of a sturdy cardboard box with secured taping to ensure that order(s) arrive safely to customers
Unfortunately, damages that may occur while in-transit during delivery are unpredictable. LANKA KPOP is not liable for any item/package or outer box/case damages incurred during transit, and we are not liable for any packages once it has been scanned as delivered.
If the light stick suddenly does not work or is having problems with batteries – it might be a problem with the way the batteries are inserted.
Please refer to the instruction manual and check if the batteries are positioned in the correct direction before contacting us. If further assistance is needed with this matter, there are various videos on YouTube so please check them for better instructions. In most cases, it helps solve many issues with the batteries.
As time goes by, if there are issues with the light stick not turning on, even with new batteries, the light stick may have a problem with the battery adapter tube. These are available to purchase on many online retailers/platforms, so it is convenient for customers to replace faulty ones. LANKA KPOP is not responsible for any replacement for any issues stated above.
Usually posters will be shipped “Unfolded” to customers but hence international freights fee are high for unfolded posters due to volumetric weight, you could choose Folded/Unfolded options (if available) for certain product page, choosing “Unfolded Poster” option, the price will be little higher than the “Folded Poster” option.
If choosing “Unfolded Poster” option the posters will be packed in bubble wrap securely, and if the customer needs a poster tube, should purchase poster tube item separately and delivery fee may vary.
Kindly note that LANKA KPOP is not responsible for any damages that may occur while in-transit during delivery.
To file any Claim:
For us to determine the validity of these claims, we kindly ask all customers to record an unboxing video of opening the entire package from start to finish without any editing on the video.
Please remember to film an unboxing video, check the product condition immediately upon receipt, and contact our customer service for faulty products, defects, or any other issues within 7 business days of delivery date.
- Start from unboxing the shipping box showing our shipping label.
- Must show the album/product is still sealed and wrapped in bubble wrap.
- Unboxing progress of the album/product from start to finish.
- Must show all contents inside the albums/product.
Please make sure to film the album/product while you are opening to have your own proof in-case you did not receive a photocard or any other content inside that were supposed to be inside the product.
If you are missing content inside then please send us the unboxing video (MUST show from start to finish as explained above) with your order number via email at customerservice@lankakpop.com then our customer service team will investigate your order.
Please be aware that without the unboxing video, it is extremely difficult for us to help you in assisting regarding the issue.
Therefore, to claim any missing items inside the album/product, it must be filmed in an unboxing video from start to finish as we have explained and provided to us.
Please note that the outbox of the album is mainly used for protective reasons. Even though our Quality Control team inspects all items before shipping, LANKA KPOP can not be responsible for any scratches and dents that may occur while in-transit from the manufacturer in South Korea or once it is shipped to our customers.
Therefore, we try our best to inspect your item as our shipping team wraps the product safely and securely as possible.
LANKA KPOP is not liable for any damages that may occur while in-transit during the delivery service by the shipping carrier or internal manufacturing defects.
Moreover, while we will try our best to assist you in resolving an issue, it is not guaranteed for the damaged/missing item to be replaced by the manufacturer.