FAQ's
Find quick answers to the most common questions about shopping with us.
Shipping & Returns
Learn more about how we handle shipping, returns, and exchanges — simple, transparent, and fan-friendly
Do you offer international shipping?
Yes, we ship worldwide from South Korea. Customs fees may apply depending on your country.
How much is shipping?
Shipping rates vary based on your country and order weight. You'll see exact costs at checkout.
What is your processing time before shipping?
Most items are prepared within 2–5 business days. However, in rare cases — especially when stock is limited across suppliers — processing may take up to 7–10 business days. We’ll always notify you if delays occur.
How do pre-order items work?
Pre-order items ship shortly after the official release date, plus a short processing period (usually 2–5 business days). If your order includes both pre-order and in-stock items, they may be shipped together unless otherwise noted.
How long does delivery take?
Most orders ship within 2–5 business days. Delivery takes 7–14 business days on average depending on your location.
Can I track my order?
Yes! Once your order ships, we’ll email you a tracking link so you can follow it every step of the way.
What’s your return policy?
You can request a return within 14 days of receiving your order. Items must be unused and in original condition.
How do I start a return or exchange?
Just email us at hello@eunjae.store with your order number and reason for return. We’ll guide you through the next steps.
What if my item arrives damaged or incorrect?
Don’t worry! Please contact us within 3 days of delivery with photos, and we’ll make it right.
Ordering & Payment
Everything you need to know about placing orders, payments, and what happens after you click "Buy"
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, AMEX), PayPal, Klarna, and some local methods depending on your country.
Do you offer buy now, pay later options like Klarna?
Yes! If you’re eligible and located in a supported region, Klarna lets you split your payment into installments or pay later. You’ll see this option at checkout if it’s available in your area.
Can I cancel or change my order after placing it?
Orders can only be canceled or changed within 1 hour of placement. Please contact us immediately if you need assistance.
I didn’t receive an order confirmation. What should I do?
Please check your spam or promotions folder. If it's not there, reach out to us at hello@eunjae.store and we’ll resend it.
Why was my payment declined?
This could be due to incorrect billing info, insufficient funds, or security filters. Try another card or contact your bank for details.
Can I place an order without creating an account?
Yes! You can checkout as a guest — no account required.
Do you offer gift wrapping or special packaging?
Currently, we don’t offer gift wrapping. However, most of our items come in artist-designed packaging that’s perfect for gifting.
Products & Availability
Find answers related to product details, restocks, and availability
Are your products official and authentic?
Yes, all of our products are 100% official and sourced from verified distributors in Korea.
Do you restock sold-out items?
Sometimes! Restocks depend on supplier availability. For rare or limited-edition items, restocking is not guaranteed.
Can I request a specific item or group product?
We love hearing from fans! If you're looking for something specific, feel free to contact us and we’ll try to help.
Do you sell light sticks, albums, or merch from all groups?
We carry a wide range, especially for trending and in-demand artists. Keep checking our store or follow us on social media for updates.
How do I know if an item is in stock?
If a product is available to add to your cart, it’s in stock or being prepared for shipping. If it’s marked “Sold Out,” it’s currently unavailable.