Returns & Refunds

Returns & Refunds Policy

We want you to be happy with your purchase. If there is an issue with your order, we are here to help.

Eligible Returns

We accept returns and offer refunds in the following cases:

  • Damaged in transit — Package or card arrived physically damaged
  • Wrong item received — You got a different photocard than ordered
  • Item not as described — Significant discrepancy from the listing
  • Non-delivery — Package lost in transit (after 30 days of shipment)

How to Request a Return

Contact us within 7 days of delivery at info@kpopseoulcity.com with:

  1. Your order number
  2. A description of the issue
  3. Clear photos of the damaged/wrong item and the original packaging (for damage claims)

We will review your case and respond within 24 hours (KST business days). Approved cases will receive either a replacement (if available) or a full refund to the original payment method.

Non-Returnable Items

We cannot accept returns for:

  • Change of mind (wrong member ordered, no longer want the card)
  • Minor factory imperfections present from the manufacturer (tiny print marks, small dents from the original packaging) — these are characteristic of official merchandise and not defects
  • Items returned without prior authorization
  • Items damaged after delivery (mishandling by customer)
  • Claims made more than 7 days after delivery

Refund Processing

Once a refund is approved:

  • Credit/Debit Cards: 5~10 business days
  • PayPal: 1~3 business days
  • Shop Pay / Apple Pay / Google Pay: 3~7 business days

Refund timing depends on your payment provider processing speed.

Return Shipping

If a return is required (wrong item, significant discrepancy), we will cover return shipping costs. For damage claims resolved via replacement or refund, return of the original item is usually not required — photo evidence is sufficient.

Order Cancellations

Due to our fast fulfillment process, order cancellations are only possible within a short window immediately after checkout, before we begin processing your order.

To request a cancellation, email us at info@kpopseoulcity.com with your order number as soon as possible. We will do our best to stop the order if it has not yet entered processing.

Once processing has begun, your photocards are immediately pulled from inventory and prepared for shipment, which cannot be reversed. After this point, cancellation is no longer available.

If your order has already entered processing, standard return policy applies if the item arrives damaged or incorrect.

Questions?

For any questions about returns or refunds, contact us at info@kpopseoulcity.com.