Customer Guide

Thank you for visiting Kpop Moon

Please read this guide so you understand how orders, shipping, and cancellation stages work.


• Order Process

Orders typically take approximately 10–15 days to arrive in the UK before being dispatched to customers.

Once you place an order, you can track its progress on the Shipment Updates page using your order date.

We source albums and lightsticks directly from our Korean supplier after orders are placed, rather than holding stock. This allows us to offer rare and hard-to-find items.

All products are brand new and sourced from Korea.

We are in regular contact with our supplier on weekdays. If you have any questions, please contact us via the contact page or store chat.


• Pre-orders

Pre-orders usually arrive in the UK 2–3 weeks after release, depending on supplier timelines and release volume.

They will be added to the relevant shipment on the Shipment Updates page closer to release.

If there are any delays, updates will be posted there.


• Shipping

All orders are dispatched via Royal Mail.

  • Delivery is untracked to keep costs down
  • Tracked delivery is available via Next Day Insured (orders over £100)
  • International orders are sent with tracked delivery

Once your order has been dispatched, you will receive a confirmation email.

If you experience any issues, please contact us as soon as possible.


• Shipment Updates

Please refer to the Shipment Updates page for estimated dispatch timing.

Use your order date to identify the shipment your order is included in.

We do not usually contact customers individually regarding updates unless there are significant delays.


• Order Stages

Stage 1;

Orders are taken within the current Monday to Sunday period. 

Stage 2;

Orders are being organised by our supplier in Korea.

Stage 3;

Orders are shipping to the UK from Korea and will be dispatched soon.


• Availability

Product availability is shown as:

  • High
  • Low
  • Very Low

This indicates estimated stock levels from our Korean suppliers.

If there are any issues with your order, we will notify you by email (rare).

Some items may not be listed on the site but may still be available to source.
Please contact us if you would like us to check availability or pricing.


• Packaging

We use protective packaging depending on item type:

  • Thin albums: reinforced book-wrap mailers
  • Large or fragile items: bubble wrap and double-wall boxes
  • All packaging includes recycled protective filling


• Customer Service

We aim to provide fast and reliable customer support.

Our Trustpilot reviews reflect our service standards, and we encourage you to read them.

If you need help, please contact us any time.

 


Thank you for shopping with Kpop Moon.

We look forward to helping you with your future orders.

— Kpop Moon Team