ONLINE STORE POLICY
For all claims, we will require an unboxing video with a clear view of the package being opened and of all the contents inside. The claim and unboxing video must come from the recipient at the original delivery address on the order as proof that the order came from us with missing, damaged, or incorrect items. You have 7 days from your delivery date to submit a claim indicating that there is something wrong with the order. The 7 days start when your order was delivered, NOT when you opened the package. *We do not accept returns/exchanges/refunds based on change of mind. Meaning, we do NOT accept claims because you no longer want the item. There must be an issue with the order for a claim to be submitted* To submit a claim, please login to the hello82 Help Center and submit a Request form so that a customer success representative may further assist you with your order :)
Order confirmation emails are automatically sent to the email address used to login to your hello82.shop account and used when you successfully purchase items from the site.
Your confirmation email will include:
- Order Summary
- Shipping + Billing Address
- Shipping Method
If you have not received your order confirmation email within a few minutes of successfully purchasing your order, please check the junk/spam folders in your inbox and double check that your email address is entered correctly in your hello82 account. If the confirmation email is still not showing up in your inbox and/or you may have entered your email address incorrectly, please login to the Help Center to submit an account info Request Form.
7-DAY RULE:
Please, inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue. We have a 7-day refund and return policy only on damaged or incorrect items, which means you have 7 days after your package is delivered to send in a claim to request a return/exchange/refund.
To be eligible for a return or exchange, your item(s) must be in the same condition as received, unopened, and in the original packaging. You will also need the receipt or proof of purchase.
To file a claim, please, login to the hello82 Help Center and submit a Request Form for further assistance from a customer success representative.
**Please, note that if you file a claim after the 7-day period concludes, your claim may no longer be accepted.
Plastic covering and some outer boxes on albums/products are considered packaging that protect internal items, damage to those parts will not be considered defective.
For any artist photocards, defects on the back of the item, excluding the portrait, will also not be considered as damage.
Any defects outside/on the artists' portrait that can only be identified through light reflection will not be considered as damage.
Small dents/damages and slight bending and scratches that may occur during the shipping process are not considered defective, and therefore, they are not eligible for a claim.
Please, submit a request with your unboxing video by signing in to the Help Center and filling out a Request Form so that a customer service representative may further assist you with your order.
Keep in mind that you have 7 days from your delivery date to submit a request.
**If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected
If an item or an inclusion is missing or incorrect, please log in to the Help Center and submit a missing/wrong item Request Form with your unboxing video so that a representative of our customer service team can further assist you with your order.
Keep in mind that you have 7 days from your delivery date to submit a request.
**If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected
REFUNDS:
Not all items are eligible for refunds, such as items with events (e.g. video calls, fansigns, showcases, livestreams, etc.), clearance items, and unfulfilled orders past the 90 day policy. Signed albums are also final sale but can be cancelled before they are shipped and you can submit a claim if there is something damaged, missing, or you received the wrong item by logging in to the hello82 Help Center and clicking "Submit a Request."
Need a quick answer? Check out the claims FAQ for an answer to common refund/cancellation questions :)
CANCELLATIONS:
Cancellations can be made by the customer by going to your order confirmation email, clicking "View Your Order," and then clicking the "Cancel" button at the bottom. You may also cancel the order via the Shop App. If you cancel on your own, the cancellation initiates an automatic refund and it takes approximately 3 to 9 business days for the amount to show up in your form of payment.
SIGNED ALBUMS have a no cancellation policy 10 days before the album release date. Cancellations will no longer be available after this point. (e.g. The release date for a signed album is 12/25/23, then the last day to cancel your order is 12/15/23. Requests to cancel the order after 12/15/23 will not be accepted.)
After an order has generated a tracking number, it is prepared for shipping and it is too late to cancel.
Not all items are eligible for cancellation, you may login to the hello82 Help Center and submit a cancel Request Form so that a representative can further assist you and see if your order is eligible for cancellation.
PICKUP:
If you ordered online for in store pickup, the refund/exchange claim policy remain the same as buying online items.
You must submit an unboxing video within the 7 days of picking up your order for missing/damage/wrong/return/exchange/refund claims.
Please, submit a request for a return/exchange by logging in to the Help Center and filling out the Request Form with an unboxing video so that a representative of our customer service team can further assist you with your order.
If your return is accepted for an exchange or replacement, we will send you a return shipping label, as well as, instructions on how and where to send your package. Also, you will incur the shipping fee to send out the item back to your address.
**If a pre-paid return shipping label from hello82 was provided for the return, the package must be postmarked within 2 weeks of receiving the shipping label(s).
If you are returning items for a refund, refunds will be for the item only and will be initiated until we receive the return to inspect that it arrives in good condition. You can then expect the amount to show up in your form of payment within 3 to 9 business days. Please, let us know if your original payment method is no longer available/active.
Items sent back without first requesting a return will NOT be accepted. We will notify you once we have received and inspected your return on whether your return was approved or not.
RETURNS: NOT ACCEPTED
Certain items cannot be returned, like perishable goods (e.g. food, flowers, or plants), custom products (e.g. special orders or personalized items), and personal care goods (e.g. beauty/self-care products). We also do not accept returns for hazardous materials, flammable liquids, or gasses.
Policies on exchanges and returns may be applied differently by product, so please check the product details thoroughly when purchasing.
Please, let us know if you have any questions or concerns about your specific item by submitting a Request Form to further assist you with any questions about acceptable items.
If the status of an order is "unfulfilled" for 90 days, we will initiate an automatic refund. After the 90-day period, reshipment of the order will no longer be an option.
Any small imperfections of the signature itself and/or any marks or small dents/damages on signed albums will not be considered defective and are not subject to return or exchange.
Due to the nature of signing albums, it will take some time for the artists to sign all of the albums and it will take some time for the albums to arrive from Korea to the U.S. when they do finish signing them. Take these lengths of time into consideration when ordering signed albums and make sure to read the product description for release dates and expected ship out dates.
Shipping times will vary for different artists and albums, we appreciate your patience and understanding.
If there is something wrong with your signed album order, please, submit a request with your unboxing video by signing in to the Help Center and filling out a Request Form so that a customer service representative may further assist you with your order.
Keep in mind that you have 7 days from your delivery date to submit a request.
**If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected
Returns/refund or missing/damage/wrong/lost claims are NOT accepted for items that were bought on clearance. ALL CLEARANCE ITEMS ARE FINAL SALE NO MATTER THE CIRCUMSTANCE.
We ship orders to Asian countries from Korea, and we ship the rest of the international orders from the United States. International orders, outside of Asia will take a bit more time because we must first ship products from Korea to the U.S. warehouse according to order volume and then send out to fans. We sincerely appreciate your patience. Typically, we start the shipping process after the end of the sales period marked on the product page, and we start packaging paid orders as soon as all items arrive in the U.S. warehouse from Korea. Please read each product page carefully to check when the shipping process will begin for your item(s).
You will receive an automatic shipping notification at the time the tracking number is created and your order is out for delivery. Tracking numbers can take about 1-2 weeks to update as the package makes its way through the shipping network to get to you. If your tracking number has not updated within 2 weeks of receiving the shipping notification, please login to the Help Center and submit a shipping status Request Form.
We process and ship out orders every week from Monday through Friday, not including public holidays and company downtime. Standard shipping times are typically around 2-3 weeks, depending on where you live.
**Please, note that the shipping times indicated at the time of checkout refer to the time it takes the shipping carrier to deliver the package once you have received the shipping notification. The shipping time starts at the time the shipping notification is sent to you with your tracking number, NOT when you placed the order. It also does not include the time it takes our fulfillment center to prepare the order before it is handed off to the shipping carrier.
When you receive your tracking number, please, allow around 1 to 2 weeks for your tracking number to update. If there are no updates after this time and you see there is no movement of your order, please log in to the Help Center and submit a shipping status Request Form to further assist you with your order.
If you need to change your address, please, inform us as soon as possible before the shipping information is sent to the fulfillment center. You may submit a request by logging in to the Help Center and submitting an account info Request Form.
If you request an address change too late, we may not be able to update your address in time. If this happens, we advise to either add a forwarding address with your local USPS office or reach out to the shipping carrier and ask if you can change your address. You can view the shipping carrier contact links in the MISSING/LOST article.
Generally, the shipping information is usually sent 10 days before the item's release date to the fulfillment center, this would be the deadline to request any account/order changes, 10 days before the release date. However, this varies per item so please ask a customer success representative for further assistance.
hello82 is not responsible for packages that are late, missing, or stolen in cases caused by the shipping carrier or others.
Once we hand over your order to the shipping carrier that you selected at checkout (USPS, UPS, DHL, APC, etc.) they are responsible for tracking its whereabouts and getting it delivered to you. Because late, missing, and stolen package cases do occur, we recommend choosing a shipping method that comes with insurance.
In instances where the package is marked as "delivered" but you have not received your package:
- Check with friends/neighbors/lobby to see if it was delivered to the wrong address
- Double check your order history and make sure you noted your shipping address correctly
- Contact the shipping carrier for an update on the order to see if it is held up at a distribution center, held in customs, or held at a local post office (contact links below)
- Submit a Request Form by logging to the Help Center so that a representative can further assist you
SHIPPING CARRIER CONTACT INFORMATION:
USPS: https://www.usps.com/help/contact-us.htm
UPS: https://www.ups.com/us/en/support/contact-us.page
If your items have different release dates, we usually wait until all the items in your order have arrived to our fulfillment center to ship them out together.
(NOTE: Your items may be sent in separate packages if you ordered many items or if they are under different order numbers)
If your order contains a US-Only album(s) with other international available items, your US-Only album may be sent out first in order to count towards the charts, as these sales need to be reported within a specific time period.
Some worldwide available items are shipped from Los Angeles, CA. The three main shipping carriers offered are;
- USPS
- UPS (Worldwide, Saver)
- DHL
Each carrier ships at different rates for different prices. Please, take this into consideration when checking out and figure out which option best suits you for your location.
Worldwide Items Shipped to Europe:
The following policy applies to international available items and shipped all over the world.
If you are located in Europe and using UPS as a shipping carrier, please, double check your address on your hello82 account. Sometimes the address will lead the order to be sent to an access point for pickup instead of direct delivery to your home. This is based on UPS's shipping areas.
Please, contact UPS (at the contact link below) regarding your address and feel free to login to the Help Center to submit a shipping status Request Form for further assistance on shipping your order.
UPS Contact Info: https://www.ups.com/us/en/support/contact-us.page
**This policy does NOT apply if you are ordering from the "EUROPE ONLY" section of hello82.shop.
This policy applies to orders made through the "EUROPE ONLY" section of hello82.shop
EUROPE ONLY SHIPPING PRODUCTS are shipped from Germany.
UPS is the main shipping company that delivers "EUROPE ONLY" products.
Germany to Germany shipping typically takes around one week from the date you receive the shipping notification with your tracking number, NOT when you placed the order.
Shipment to all other European countries takes around one to two weeks from the date you receive the shipping notification with your tracking number, NOT when you placed the order.
UK ONLY SHIPPING PRODUCTS are shipped from the UK.
Royal Mail and EVRI are the main shipping companies that delivered "UK ONLY" products.
The shipping carrier may vary depending on the delivery situation for each product.
UK to UK shipping typically takes around one week from the date you receive the shipping notification with your tracking number, NOT when you placed the order.
In the case that the recipient is absent or depending on the delivery circumstances, the item may be stored at a pickup point. If the item is not
picked up within the specified timeframe, the item will be returned to our fulfillment center. Please, keep this in mind and proactively check the tracking status of your order after receiving the shipping notification.
The order may be returned back to our fulfillment center if the recipient's name/address is incorrect or if the recipient's name is not listed at the appropriate address. Please make sure to check in advance whether the recipient’s name is marked on the doorbell.
If the item is returned to our fulfillment center, you will incur the shipping fee for it to be sent out again. Receiving the returned parcel back at our warehouse might take 2 to 3 weeks, and we can reship it at the customer’s request when the returned parcel arrives at our warehouse and the payment of the reshipment fee is completed.
Packages will be automatically disposed of if they aren't reshipped within 90 days from the fulfillment date.
Please keep this in mind and keep an eye on your shipment status. If marked as "Return to Sender," please promptly contact the Help Center for assistance.
Shipping information cannot be changed once the shipping information has been sent to the fulfillment center as they prepare to send out the orders. Please, make sure that your shipping information is accurate and correct prior to checking out.
Generally, the shipping information is sent 10 days before the item's release date to the fulfillment center. This would be the deadline to request any account/order changes.
However, this varies per item so please ask a customer success representative for further assistance.
If your items have different release dates, we usually wait until all the items in your order have arrived to our fulfillment center to ship them out together.
(NOTE: Your items may be sent in separate packages if you ordered many items or if they are under different order numbers)
If your order contains a US-Only album(s) with other international available items, your US-Only album may be sent out first in order to count towards the charts, as these sales need to be reported within a specific time period.
If you would like to cancel an order, you can do so by (1) go to your order confirmation email > Click "View your order" > Click "Cancel" (2) go to the Shop App and cancel your order, (3) login to the hello82 Help Center and submit a cancel Request Form to review your order and see if it is eligible for a cancellation. Not all orders are eligible for cancellation, once your info has been sent to the shipping facility, you will not be able to cancel the order. For [signed albums], you have up to 10 days before the release date to submit a cancellation request. (e.g. If the signed album has a release date of 12/25/23 then you have until 12/15/23 to cancel your order). For all other orders, please, login to the Help Center and submit a cancel Request Form to see if your order is eligible for cancellation. We generally have a no refund policy after the end of the sales period, and we can only refund incorrect or damaged items. Please note that products that come with special experiences such as Video Call Events and showcases or livestreams have a strict no refund or cancellation policy.
The cancellation deadline for albums that are signed, but NOT US exclusive, will vary.
**Please, check the product description page for information regarding your specific item(s) cancellation deadlines. We will not accept cancellation requests once the date for cancellation listed on the product description page has passed, so please read the description carefully before purchasing.
You may go ahead and login to the hello82 Help Center and submit a cancel Request Form to ask a representative if your order is eligible for a cancellation.
All US-Only signed albums are eligible for cancellation up until 10 days before the release date.
(e.g. If the release date for a U.S. Only signed album is 12/25/23, then the last day to request a cancellation is 12/15/23)
After this point, we will NO longer accept cancellations as the shipping information would have been sent to our fulfillment center to prepare the orders for delivery.
Promo codes are not eligible for pre-orders, newly released items, select signed albums, gift cards, fan packs, event products (e.g., PLAY82, Fansign, Video Call).