FAQ - Hey!Hallyu
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FAQ

Here are the questions we get asked the most! Do you have a different question? Don’t hesitate to contact us via the contact form or send an email to our customer service: support@heyhallyu.com

General

We have low shipping costs of only € 3.00 per order for the Netherlands and € 8.25 for Belgium.

Yes! But we haven’t added all countries to the shipping options yet. Are you stuck at checkout? Send us a message through e-mail (info@heyhallyu.com) or the contact form and we will help as fast as possible!

With every product that has different versions, you can choose the version before you add it to your shopping cart. Prefer a random version? Please indicate that in the Comments field when ordering! Is there no version listed, but are you aware that there are multiple versions? Then let us know in the comments which version you prefer. We will then do our best, but cannot promise to deliver that version.
Some albums offer a poster in the product description. Unfortunately, these posters are only available during the pre-order period. You can then order a poster for €3 and we will send it unfolded in a tube with your order. Sometimes posters are folded in the album even after the pre-order period – then the poster is just there. Posters left over after the pre-order period can be found under Merchandise > Posters. These are official posters and we will also send them in a tube. Due to the high costs, posters are for sale with a minimum of 3 pieces at a time, or together with an album. Have you ordered an album that is in stock? Then there is generally no poster included.
If we don’t have a product in stock yet, but we do have it in the future, we offer pre-orders. Often these are the new releases. This means that we have yet to receive the products from Korea. For each product it is indicated until when the pre-order runs and when you can expect your order. Are there different versions of the pre-order? You can then choose your desired version in the drop-down menu next to the product. It is also possible to change your version later. Sometimes there are extras with the pre-order. The image in the description of each product shows which extras these are.

We pack the albums/items with the utmost care and with A Lot of bubble wrap. Tip: Don’t throw this away, but keep it, for if you send something yourself! Better for the environment ^^

Posters are always sent in a poster tube.

For albums that we have in stock, we assume that ordered today = shipped tomorrow = delivered the day after tomorrow. Sometimes it is possible to ship the order the same day. PostNL does not deliver on Sundays and Mondays. Therefore it may take a little longer. The delivery of pre-orders depends on the specific pre-order. We give an estimate in the description of the product. Because albums have yet to come out of Korea, it can sometimes take longer or shorter than expected. We ship by order. So if you bought two albums, one of which was pre-ordered? Then we will also send the album that is in stock later. If you don’t want that, order the albums separately.
Yes. You will receive a T&T code by e-mail with which you can track your package and see when it will be delivered. We ship with DHL, GLS and PostNL, they will arrange the non-home card and new delivery. Often it is delivered to the neighbors or a new attempt is made the next day.

Are you missing an item, do you receive the wrong version, or is something else wrong?

That is of course not the intention. Send a message to support@heyhallyu.com and we will do our best to solve it for you. If you got the wrong album or version, don’t open the album. This can be returned to us, and will send the right one. Read below how the return process works.

You can request a return by email or social media message. You will then receive a link to our returns portal, where a return label is created based on your Order ID. You print this out and then you can hand in the package at the service point of your choice (PostNL, DHL, GLS). You do not have to pay when handing in the return.

As soon as we have the return, we will look at the reason for the return and solve it. Please note that it may take a few working days.

We will communicate in advance about the costs of the return. If it was a mistake on our part, there are no costs involved. If you have changed your mind, the costs are for you. We will then charge the return costs (€6.00) and any shipping costs (€3.00). So you will be refunded the amount of your album – €6.00 or you will receive a payment link for €9.00 for the return costs + resending another version/product.

Condition for refund/new shipment is that the item is still sealed/unopened. If this is not the case, we will charge a damage reduction of € 6.00.

Yes!
No, there are no customs or other unexpected costs with your order! What you pay is the total amount and that includes all costs that we have incurred for the shipment Kor-NL, customs/clearance costs, VAT, etc.
We do our best to keep prices as low as possible for you. We order in bulk from Korea, this saves a lot in shipping costs per album, but on the other hand there are quite a few costs in the Netherlands. We use a fixed formula for each product. This is the purchase price + shipping costs from South Korea + additional costs + profit + VAT. The extra costs consist of everything around it: Think of import costs, transaction costs, administration costs and the costs of packaging your order. We use the profit to buy new/more stock. As a result, we were for example able to offer lightsticks. However, tax is still deducted from this profit and additional costs such as returns are deducted from this. We are obliged to charge VAT. This means that if the above calculation has been made, we still have to add 21% on top of the price. It is mainly because of this that we can be more expensive in terms of price than if you order it yourself from South Korea. We admit that. Our advantage: Pay with iDeal, fast delivery and Dutch/English service.
Do not hesitate to contact us via the contact form.