Frequently Asked Questions

Payment

Q. What kind of payment options do you offer?

A. We accept both credit card and PayPal.


Q. Your site only lists prices in US dollars. How much will an item cost in my country's currency?

A. To convert US dollars into your country's currency, please check this website (or another like it).

 

Shipping and Delivery

Q. Do you ship internationally?

A. Yes, we ship to many countries! Check our International Delivery page for a complete list of available shipping locations.


Q. How long will my order take to arrive?

A. The delivery date will vary depending on its destination and the type of shipping. Check our Delivery and Order Tracking page to see how long your order should take to arrive.


Q. How can I track my order? Is order tracking possible?

A. Order tracking is possible for all our shipping methods, either with International Registered Airmail or EMS, although in some cases, tracking will not be possible for International Registered Airmail once the package leaves Korea. Check our Delivery and Order Tracking page for more details.


Q. I'd like to change my shipping address. Will that be possible?

A. Shipping address changes will only be accepted if the order status is listed as “Processed” and requested within 48 hours of ordering. No change will be accepted once the order is listed as “Confirmed” or 48 hours have passed.


Q. I'm trying to place an order, but the only available shipping is EMS, which is expensive. How do I qualify for regular airmail shipping?

A. In South Korea, regular airmail is only an option if your order is less than 90 cm (35.4 in) in length, width, and height, and less than two kilograms. If you are ordering a lot of items, it may actually be better to split the order into two, to bring down the weight of the package. If you are not sure about the dimensions or weight of your order, please use the contact form on this site or email shop@soompi.com to ask what your options are.


Q. What are your shipping rates?

A. Shipping rates are based on the final size, weight, and destination of the order. To find out the shipping cost of your order, please place the items into your cart and enter your location.


Q. What happens when an order is returned to you?

A. If the customer makes a mistake when typing the recipient's name and/or address, the package may be returned to us. In that case, we will notify the customer that the package has been returned and give him or her the option to mail the package again, but the customer will need to pay the shipping fees once more. (You don't want this to happen to you, so please double-check your name and address before you confirm the order!)

 

Cancellations, Refunds, and Returns

Q. Can I cancel my order?

A. All cancellations must be requested within 24 hours after making the order. To cancel an order, please send an email at shop@soompi.com.


Q. What is your return and refund policy?

A. We are able to honor return and refunds for damaged or defective merchandise. To learn more, please check our Return and Refund Policy page.

 

Account and Registration

Q. How can I change my password?

A. To change your password, please go to the profile details section of your account page and you should be able to change it from there.


Q. I forgot my password.

A. You can reset your password by clicking the link at the login prompt (or by clicking this link).

 

Other

Q. Why are your Soompi autographed merchandise specials so cheap? Are they genuine autographs?

A. They are genuine! The reason that they're priced lower than the autographed merchandise that you'd find on eBay and other sites is that we work directly with the entertainment agencies to bring them to you. Most agencies have strict policies against selling autographed merchandise for profit. Because Soompi has a longstanding reputation as a trustworthy resource for K-Pop fans, they often give us a limited amount of autographed merchandise, knowing that we will sell them to you only at list price.


Q. I still haven't found the answer to my question!

A. Don't worry! Please use the contact form on this site or email shop@soompi.com. We will answer your question as soon as we can!