Shipping

Q. When will my order be dispatched?

A. Please allow us 3-5 working days to process, pack and ship your order! We do our best to ship orders within 48 hours, but this isn't always possible when we're busier than usual. Courier shipping times displayed (e.g., "Tracked 24") do not include the time taken to process and pack your order.

Q. What shipping carrier do you use?

A. We only offer shipping through Royal Mail and UPS. For UK customers, we use Royal Mail Tracked 24 or Tracked 48 services depending on the weight of your parcel. For all overseas customers, we use Royal Mail International Tracked or UPS international tracked. These services are reliable and include tracking from dispatch to delivery.

After your items have been shipped, you will receive a shipping confirmation email from us containing your Royal Mail/UPS tracking number. You can use this number on the Royal Mail/UPS website to track your parcel's progress and view the estimated delivery date.

Q. How is my shipping cost calculated?

A. Shipping rates are calculated and displayed at checkout based on the weight of your items.

Q. Do I have to pay import duty and VAT charges?

A. We ship from the UK, so no orders within the UK will be required to pay extra fees. Shipments to other countries may incur VAT or Customs Duty charges. The buyer will be responsible for these charges.

Q. Do you offer international mail tracking?

A. Yes. Once your order is shipped, you will receive a shipping confirmation email containing a Royal Mail or UPS tracking number. You can use this number on the Royal Mail website to track your shipment. The final delivery will be completed by the local postal authority in your country. Please allow up to 15 working days for delivery in case of delays or problems en route.

Q. If I place multiple orders, will they be shipped together?

A. If you email us at astrakpop@outlook.com as soon as possible after placing your orders, we will do our best to combine them. If you do not get in contact with us, we cannot guarantee your orders will be shipped in the same parcel.

Q. Do you ship to my country?

A. We ship to any country that Royal Mail/UPS delivers to. When you enter your address at the checkout, available shipping rates to your country will be shown. If shipping isn't available to your address, unfortunately, we aren't able to send items there.

Q. My order was supposed to arrive today, but it didn't. Is it lost?

A. When your order has been shipped, you can track it using the Royal Mail/UPS tracking number provided in your shipping confirmation email. While Royal Mail/UPS aims to deliver on time, there may sometimes be delays. You can check the latest status of your parcel on the Royal Mail website. If your parcel is significantly overdue, please contact us at astrakpop@outlook.com and we will assist you.

Q. When will my pre-order arrive?

A. The Korean release date for pre-order items is not the day that your order will be shipped. It usually takes at least 1-3 weeks for items to be dispatched from Korea and delivered to our warehouse in the UK. As soon as new items arrive, we will ship pre-orders first. If you have placed an order containing a pre-order item and other non-pre-order items, your order will be sent together once the pre-order item has arrived.

Q. My album is missing inclusions, what do I do?

A. All of our albums are factory sealed from Korea, and we cannot open them to check the inclusions inside. This means that any missing items are a factory mistake and not a fault of our shop. If you take a video unboxing your album and we can see the items are missing, we can offer an exchange. Without video proof, we are unable to offer a refund or exchange, as we cannot verify that the items were missing when the album was still sealed.

Q. How do I pay for my order?

A. We currently accept all major credit and debit cards, American Express, Apple Pay, and Google Pay. We do not currently take PayPal on our website.

Q. Can I leave delivery instructions for the Royal Mail/UPS driver?

A. Unfortunately, delivery instructions left on our website (such as "leave in a safe place" or "give to neighbour") are only for our internal use when preparing your shipment and are not automatically passed to Royal Mail/UPS.

Q. What should I do if I have specific delivery requests for the courier?

A. For specific delivery instructions, we recommend using the Royal Mail/UPS app or website once you have received your tracking number. Royal Mail's/UPs’s services often allow you to customize your delivery, such as leaving the parcel in a safe place or delivering to a neighbour.

Q. How can I contact you?

A. You can reach our customer service team at astrakpop@outlook.com.