Need help with your order?
We know your order is special.
For your stress free shopping we will do our best.
Your satisfaction is the most important for us.
If you need help, we are here to assistant.
Customer Support
Submit a Claim
Tell us what happened. We will get back to you as soon as possible.
Please log in before submitting a claim.
Log in to continueHard to understand?
PRE-ORDER BENEFIT
What is POB?
POB means “Pre-Order Benefit” for purchase within pre-order period.
Most POBs are exclusive random photocards.
- Usually, 1 POB is included per album (1:1 album purchase)
- If you order a full set album, we provide different members without duplicates
- Each store offers different photos
- POB images may be revealed late or shown as blurred previews
- Quality may vary by store
- POB orders may be delayed because the benefits are produced separately
Krescend always includes the official POBs listed for each product.
FACECALL
What is Facecall Event?
A Video Call Event gives selected fans a chance to speak with an artist through a video call.
The call is usually held through KakaoTalk, but some stores use their own apps, such as MUUVE LINC. Please always check the official event notice.
- Only the person who applied may participate.
- A valid photo ID is required.
- Events may be individual, unit, group, or fan-sign style.
- Lucky Draw prizes linked to the event are given directly to the winner.
- Winners must check and confirm their own result after the announcement.
Krescend covers events from more than 20 official stores, including lesser-known stores that may have lower competition. We have even had customers win with just one album.
Winning is never guaranteed, but choosing the right event may give you a better chance.
SET | CHOOSE | RANDOM
What is SET | CHOOSE | RANDOM products?
These labels explain how the album version is selected.
- SET: Includes all versions in the set. Set products are already discounted, with a lower price per album.
- CHOOSE: You can select the album version you want.
- RANDOM: You will receive one random version. You may leave your preferred version when ordering, and we will do our best to send it when available.
LIMITED EDITION & STOCKS
What is Limited Edition & Limited Stocks?
“Limited Edition” means a special version produced in limited quantities. “Limited Stock” means all store has received only a limited allocation from the supplier.
These products often sell out quickly and may cost more than regular editions. Some items may be restocked later, but many sell out before the pre-order period ends. If they are not restocked, price may increase significantly.
At Krescend, limited products are usually most affordable during our Early Bird sale.
We do not increase our profit margin simply because an item is limited.
POB ONLY
What is POB ONLY option?
The POB ONLY option lets you enter a fan event while receiving only the event benefits, such as POBs or Lucky Draw gifts, without the album.
It is a helpful choice if you already own the album or want to purchase more entries to improve your chance of winning. By shipping only the benefits, we also help you save on shipping costs.
COMBINE SHIPPING
What is Combine Shipping?
"Combine Shipping" lets you group multiple orders into one shipment after paying the shipping fee once.
Orders placed before the items arrive at our warehouse in Poland can be combined, up to a total weight of 10 kg. This option helps you save on shipping costs.
Please note that your package will be shipped based on the latest estimated arrival date among the combined orders.
Heefeg gestallte Froen
13. Kann ech meng Bestellung annuléieren?
Jo, wann den Artikel nach net verschéckt ginn ass.
Wann en eemol verschéckt ass, si just deelweis Remisen méiglech (ouni Käschte fir Verschécken a Verpakung).
2. Wéi laang dauert et, bis ech meng Bestellung kréien?
Total Virbereedungszäit: ca. 8 Aarbechtsdeeg
- Bestellungskontroll: 1 Dag
- Produitvirbereedung a Korea: 2 Deeg
- International Verschécken Korea → Polen: 4 Deeg
- Polnesche Lagercheck: 1 Dag
Soubal aus Polen verschéckt, dauert d'endgülteg Liwwerung:
- Polen: 2–3 Aarbechtsdeeg
- NL/BE/LU/FR: 3–4 Aarbechtsdeeg
- ES: 4–5 Aarbechtsdeeg
- IT/PT: 5–6 Aarbechtsdeeg
3. Muss ech Zolltaxe bezuelen?
Neen.
All EU-Liwwerunge ginn aus Polen verschéckt, dofir ginn kee weider Douanen- oder Steierkäschten berechent.
4. Wéi kann ech meng Bestellung nogoen?
Soubal Är Pak aus eisem Lager a Polen fortgeet, kritt Dir eng E-Mail mat Ärer InPost Sendungsverfolgungsnummer.
D’Sendungsverfolgung kann 1–2 Aarbechtsdeeg daueren, bis se aktualiséiert gëtt.
5. Meng Bestellung ass verspéit. Wat soll ech maachen?
Wann deng Bestellung net bannent 4 Deeg nom geschate Liwwerdatum ukomm ass,
kontaktéier eis w.e.g..
Reklamatioune wéinst Verspéidung, déi no 4 Deeg agereecht ginn, kënnen wéinst de Richtlinne vum Courrier net verschafft ginn.
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***
An unboxing video is required to process the claim. Without an unboxing video, we may not be able to offer a refund.
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***
An unboxing video is required to process the claim. Without an unboxing video, we may not be able to offer a refund.
8. My order is damaged. What should I do?
***100% REFUND INCLUDE SHIPPING FEE***
An unboxing video is required to process the claim. Without an unboxing video, we may not be able to offer a refund.
This requirement follows the policies of the manufacturer, supplier, courier, and insurance provider.
Damage is assessed according to the manufacturer’s standards. Minor scratches, small dents, wrinkles, or slight packaging damage are generally not considered defects.
This policy follows the requirements of the manufacturer, supplier, courier, and insurance provider.
10. Mengen Artikel huet eng kleng Kraaz oder e Probleem mam Dréck. Kann ech eng Remboursement kréien?
Neen.
Kleng Onvollstännegkeeten (Flecken, Beulen, Kraatzer, gekrëppelt Verpakung) entspriechen de weltwäite Qualitéitsnorme vum Hiersteller a ginn net als Feeler ugesinn.
8. Ech hunn déi falsch Adress uginn. Wat geschitt elo?
Wann d'Bestellung nach net verschéckt gouf, kënne mir d'Adress aktualiséieren.
Wann de Pak schonn verschéckt ass:
- Eng refuséiert Liwwerung oder eng falsch Adress kann dozou féieren, datt et nëmmen eng deelweis Remboursement gëtt, nodeems den Artikel zeréickgeschéckt an nogekuckt gouf.
- Versandkäschten a Verpackung ginn net zréckbezuelt.
Bitt Dir Ëmtausch un?
Nee.
Mir bidden ënner kengen Ëmstänn Ëmtausch un, nëmmen Remboursementer, esou wéi an eiser Politik virgesinn.
Bei mengem Produkt feelt eng Beileeën (Photocard, Bonus-Artikel). Wat soll ech maachen?
Fehlend Deeler aus versigelte Produkter gëllen als Fabrikantsfeeler, a Krescend kann dofir keng Kompensatioun ubidden.
7. Wéi kann ech eng Retour ufroen?
D’Käschte fir den Retour-Versand ginn op de Client seng Käpp, ausser wann et ëm eng falsche Liwwerung oder ëm grouss Schied geet.
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.
1. Vun wou aus verschéckt Krescend?
All eis Produkter ginn a Korea akaf an preparéiert, duerno an de Krescend-Fulfillment-Zenter zu Wrocław a Polen geschéckt.
No der Kontroll an dem Verpakke gëtt deng Bestellung un däin EU-Zil weidergeschéckt.
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.
