Krescend Custom Order Policy

 

1. Introduction

Krescend Custom Order is a premium service allowing global fans to safely and legally purchase official K-pop goods that are available only in Korea.
Whether it’s a fan-club kit, concert-limited merch, pop-up store item, or any official MD, we help you source it directly from Korea.

All items are checked for authenticity, legally cleared through EU customs, and securely packaged before final delivery.

2. Ordering & Payment

1) Custom Order Fee (€10 Request Fee)

• When placing a Custom Order, you purchase the Custom Order Request (€10).

• This €10 is used for reviewing your request, verifying sellers, and checking availability.

• This fee is non-refundable, except when Krescend cannot process your request due to an internal reason not caused by your product link or information.

2) How Custom Order Works

① Place Your Request

Add Custom Order Request to your cart and check out.

② Submit Your Request Form

After payment, an email with a form link is sent.
Please submit the following:

• Full Name

• Email

• Order Number

• Product Name

• Product Link

• Description

• Message

③ Product Check (1–2 Business Days)

We verify:

• Product availability

• Reliability of the seller

• EU-eligible customs status

• Whether the item is allowed (official K-pop goods only)

④ Quote & Downpayment (48 hours)

If the item can be secured:

You will receive a quote + downpayment link for the remaining amount.
Please complete the payment within 48 hours.

If not completed, the request is automatically closed and the €10 request fee is not refunded.

If the item cannot be secured, the order is closed and the €10 request fee is retained as a processing fee.

⑤ Shipping

After the downpayment is completed, the item will be prepared and shipped within:

→ 11–13 working days (from the downpayment date)

3. Refund Policy

Refunds are extremely limited due to the nature of Custom Orders.
An unboxing video is required for any refund claim.

Refundable Cases

A refund (full or partial) may be granted only when:

1. The product arrives with severe damage during final delivery to the customer.

2. The wrong item or incorrect option was sent.

3. Krescend is unable to fulfill the order for reasons not caused by the customer (e.g., internal supply failure).

Non-Refundable Cases

Refunds are NOT available for:

• Change of mind after the item has been sourced

• Minor imperfections (scratches, dents, printing issues, packaging wrinkles)

• Manufacturer defects or missing inclusions

• Incorrect address or delivery refusal

• Failure to pay the additional invoice within 48 hours (order auto-cancellation)

• Requests for exchanges (exchanges not supported)

• Any case not listed under refundable conditions

4. Product Eligibility

Products Allowed

You may request most official K-pop products, including:

• Albums

• Photobooks

• Posters

• Lightsticks

• Official MD

• Photocards & accessories

• Season’s Greetings

• Magazines, DVDs

• Other official K-pop goods

Products Not Accepted

We do NOT accept:

• Food or beverages

• Cosmetics or skincare

• Chemical products

• Electronic devices

• Battery-powered goods

• Furniture

• Industrial/heavy items

• Any item prohibited by Korean or EU customs regulations

5. Additional Payment & Fees

The final payment includes:

• Product price

• International shipping

• EU customs & VAT

• Service fee (approx. €30)

The additional payment must be made within 48 hours of receiving the quote.
Unpaid orders are automatically canceled, and the €10 request fee is non-refundable.

6. Shipping & Customs

• All Custom Order items are shipped through Krescend’s Korea→Poland→EU logistics flow.

• After arrival in Poland and completion of inspection, the order ships to your address.

• Estimated delivery time after final payment: 7–10 business days.

• Delays due to customs, air transport, or local couriers are not eligible for refunds.

• Incorrect shipments (wrong item) are refundable.

7. Final Agreement

By placing a Custom Order, customers agree to all terms described in this policy.
Due to the limited nature of these products, cancellations or changes are not possible once the order process has begun.

Krescend reserves the right to decline orders or update this policy at any time to ensure service quality and compliance.