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Log in to continueFAQ
1. Can I cancel my order?
Yes, If your order has not dispatched yet, you will get full refund.
If you didn't see the consent of non-refundable, you are eligible.
Non-refundable : Fan event product (e.g. facecall, fansign, lucky draw)
Limited stocks and Limited edition
Once your order dispatched from EU(Not Korea), partial refunds (deduct shipping fee) are possible.
2. How long does it take to receive my order?
16-22 business days from release date for pre-order.
Total preparation time: approx. 14-16 business days
- Order verification: 1 day
- Product preparation in Korea: 2 days
- Korea → Poland international shipping: 4 days
- Poland warehouse inspection: 1 day
Once shipped from Poland, final delivery takes:
- Poland, Czechia, Germany, Slovakia: 1–2 business days
- Austria, Belgium, France, Hungary, Latvia, Lithuania, Luxembourg, Netherlands, Slovenia, Croatia, Estonia, Italy, Romania, Sweden, Bulgaria, Finland, Ireland, Spain : 2–5 business days
- Portugal, Greece: 5–7 business days
3. Do I need to pay customs fees?
No. We never charge hidden fee.
All EU deliveries are shipped from Poland, so no additional customs or duties are charged.
4. How do I track my order?
Track my order
The courier will issue a tracking number, send via email when your order is shipped from Poland.
Tracking may take 1–2 business days to update.
For pre-orders,
- Wait for the release date, which takes from few days to over 1 month.
- After release, the order goes through inspection in Korea
- Shipping from Korea to EU
- Inspection in EU, packing
- Final dispatch.
This process usually takes around 14–16 business days, and tracking is not available during this period.
5. My order is delayed. What should I do?
Within 4 days of delivery estimation
If your order has not arrived within 4 days after the estimated delivery date, please contact us.
There might be trouble in manufacturing or dispatching schedule. We will compensate for your trouble.
6. My order has wrong item. What should I do?
You can keep the wrong item.
- If your order is partially wrong,
***100% REFUND ON MISSING ITEM*** - If your order is fully wrong,
***100% REFUND INCLUDE SHIPPING FEE*** - Additional compensation with store credit
An unboxing video might be required to process the claim.
7. My order item is missing. What should I do?
- If your order is partially missing,
***100% REFUND ON MISSING ITEM*** - If your order is fully missing,
***100% REFUND INCLUDE SHIPPING FEE*** - Additional compensation with store credit
8. My order is damaged. What should I do?
***100% REFUND INCLUDE SHIPPING FEE***
An unboxing video might be required to process the claim.
This policy follows the requirements of the manufacturer, supplier, courier, and insurance provider.
9. My item has a small scratch or print issue. Can I get a refund?
No.
Minor imperfections (smudges, dents, scratches, wrinkled packaging) follow the manufacturer’s global quality standards and are not considered defects.
10. I entered the wrong address for shipping. What happens now?
If the order has not shipped, we can update the address.
If the package is already shipped:
- By delivery refusal or wrong address may result in returned to Krescend
- After the item is returned, shipping fee should be paid once again within 2 days.
- If you refuse to pay shipping fee once again, you are not eligible for partial refund
11. Do you offer exchanges?
No.
We do not offer exchanges under any circumstances only refunds as per policy.
12. My product is missing an inclusion (photocard, bonus item). What do I do?
For bonus item is the reason why you bought. Why you paid more. Definitely we should compensate or send
Missing components from sealed products are considered manufacturer’s defects, and Krescend cannot provide compensation.
13. Where can i return?
Sadowa 70, Pruszków, 05-802, Poland
Return shipping costs are the customer’s responsibility unless the issue is misdelivery or major damage.
14. I entered the wrong information for fan event apply. What happens now?
Krescend can provide limited support only.
Krescend will communication to event organizer however usually they do not accept exception.
15. I couldn't attend fan event. Can i get a refund?
No.
Fan event products are non-refundable after the application has been submitted.
Krescend provides a proxy service for purchasing the product, submitting your application, and shipping the items you receive. We do not organize or manage the event itself.
Customers are responsible for checking their winning result, official event details, required app, schedule, ID rules, and participation instructions. Refunds are not available if you miss the event, fail to answer the call, or cannot participate due to personal, device, app, account, or network issues.
16. I am curious about fan event announcement. Can i get help?
Yes.
Please request us with order number after announcement. We will try to track it for you.
