Refund policy

Order, Pre-Order, Cancellation & Returns Policy;

Please read this policy carefully before placing an order. By placing an order with Kpop Moon, you acknowledge and accept the fulfilment, dispatch, cancellation and returns procedures outlined below.

How Our Ordering Process Works;

Kpop Moon does not hold stock within the United Kingdom.

All products are sourced from our supplier network in South Korea after an order has been placed. Once your order is received, we request the required items from our supplier, who then sources and prepares the products before shipping them to the UK for final dispatch.

As a result, orders are not dispatched immediately and typically require approximately 10–15 days before dispatch from our UK premises.

Estimated dispatch times are provided as guidance only and may vary due to supplier availability, release schedules, public holidays, customs processing and international shipping conditions.

Pre-Orders;

Pre-order items are products that have not yet been officially released by the manufacturer.

When a pre-order is placed, we reserve stock with our supplier ahead of release and arrange fulfilment once the product becomes available.

Where an order contains both released products and pre-order items, the order will generally be held until all items have been received from our supplier and are ready for dispatch together.

Customers wishing to receive released items sooner should place separate orders.

Order Status & Cancellation Requests;

As all products are sourced specifically to fulfil customer orders, cancellation requests become more difficult once supplier processing has begun.

Order progress is displayed through the stages shown on our Shipment Updates page.

Stage 1 – Awaiting Supplier Order

The order has been received but has not yet been submitted to our supplier.

Cancellation requests can usually be accommodated during this stage.
Pre-orders can generally be cancelled prior to the product’s official release date.

Stage 2 – Supplier Processing

The order has been submitted to our supplier and sourcing of the product has commenced.

Cancellation requests may still be considered but cannot be guaranteed.
Where a cancellation is approved, deductions may be made from the refund where permitted by law to recover costs already incurred. Typically this is between £4-£6.

Stage 3 – In Transit to the UK

The product has been sourced and is being shipped from South Korea to the United Kingdom.

Cancellation requests may no longer be possible at this stage.
Once dispatched to the customer, orders become subject to the customer’s statutory rights under applicable UK consumer law.

Product Availability;

Availability indicators displayed on our website are based on information provided by suppliers and stockists in South Korea.

Products may be listed as:

High Availability
Low Availability
Very Low Availability

These indicators are estimates only and do not guarantee availability.

Should a product become unavailable after an order has been placed, we will contact you using the email address provided at checkout to discuss suitable alternatives, a replacement product or a refund.

Returns & Refunds;

All products sold by Kpop Moon are imported from South Korea and sourced specifically to fulfil customer orders.

Customers may request cancellation before dispatch. Following dispatch, customers retain all rights available under applicable UK consumer protection legislation.

Nothing within this policy excludes or limits your legal rights in relation to goods that are faulty, damaged, not as described or otherwise not in conformity with applicable law.

Requests for returns or refunds outside of statutory consumer rights are considered on a discretionary basis and may be refused.

Damaged, Faulty or Missing Items

Customers should inspect their order upon delivery and notify us as soon as possible of any issues.

Please note that:

Missing inclusions such as photocards, postcards or other contents may result from manufacturer packaging variations and may not constitute a product fault.
Minor cosmetic imperfections to outer packaging may occur during manufacture, storage or international transportation.
Older albums may show signs of age due to long-term storage by suppliers and distributors.
Unless otherwise stated, all products are sold as new and sealed.

Where a genuine issue is identified, we will work with our supplier to determine an appropriate resolution, which may include a replacement, partial refund or full refund.

Lightsticks;

All lightsticks are tested by our supplier before export from South Korea.

If a manufacturing fault develops within 30 days of delivery, please contact us with details of the issue and any supporting photographs or videos.

Lost or Delayed Deliveries;

If your order has not arrived within the expected delivery timeframe, please contact us.

For parcels believed to be lost:

A waiting period of 10 working days may be required before a claim can be submitted.
Claims are assessed individually using available tracking information and courier investigations.

For questions regarding orders, cancellations, returns or refunds, please contact us via our Contact Page or email us - info@kpopmoon.co.uk or shop.kpopmoon@gmail.com

Business Address;

Kpop Moon

Wyvenhoe House
Farnham Road
Slough
SL2 3AE
United Kingdom