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.
DUK
13. Ar galiu atšaukti savo užsakymą?
Taip, jei prekė dar neišsiųsta.
Išsiuntus, galimi tik daliniai grąžinimai (atėmus siuntimo ir pakavimo išlaidas).
2. Kiek laiko užtrunka gauti mano užsakymą?
Bendras paruošimo laikas: apie 8 darbo dienas
- Užsakymo patikrinimas: 1 diena
- Produkto paruošimas Korėjoje: 2 dienos
- Tarptautinis siuntimas iš Korėjos į Lenkiją: 4 dienos
- Lenkijos sandėlio patikra: 1 diena
Išsiuntus iš Lenkijos, galutinis pristatymas trunka:
- Lenkija: 2–3 darbo dienos
- Nyderlandai/Belgija/Liuksemburgas/Prancūzija: 3–4 darbo dienos
- Ispanija: 4–5 darbo dienos
- Italija/Portugalija: 5–6 darbo dienos
3. Ar reikia mokėti muito mokesčius?
Nr.
Visi ES užsakymai siunčiami iš Lenkijos, todėl nereikia mokėti papildomų muitų ar mokesčių.
4. Kaip galiu sekti savo užsakymą?
Kai jūsų siunta išvyks iš mūsų sandėlio Lenkijoje, gausite el. laišką su savo InPost siuntos sekimo numeriu.
Sekimo informacija gali atnaujinti per 1–2 darbo dienas.
5. Mano užsakymas vėluoja. Ką turėčiau daryti?
Jei jūsų užsakymas nebuvo pristatytas per 4 dienas nuo numatytos pristatymo datos,
prašome susisiekti su mumis.
Vėlavimo pretenzijos, pateiktos po 4 dienų, negali būti nagrinėjamos dėl kurjerių taisyklių.
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. Mano prekėje yra nedidelis įbrėžimas arba spaudos defektas. Ar galiu gauti pinigų grąžinimą?
Nr.
Nedideli trūkumai (dėmės, įlenkimai, įbrėžimai, suglamžyta pakuotė) atitinka gamintojo pasaulinius kokybės standartus ir nelaikomi defektais.
8. Įvedžiau neteisingą adresą. Kas dabar nutiks?
Jei užsakymas dar nebuvo išsiųstas, galime atnaujinti adresą.
Jei siunta jau išsiųsta:
- Pristatymo atsisakymas arba neteisingas adresas gali lemti tik dalinį pinigų grąžinimą, po to, kai prekė bus grąžinta ir patikrinta.
- Pristatymo išlaidos ir pakavimas negrąžinami.
11. Ar siūlote prekių keitimą?
Nr.
Mes nekeičiame prekių jokiais atvejais, tik grąžiname pinigus pagal politiką.
12. Mano produkte trūksta priedo (fotokortelės, bonuso). Ką daryti?
Trūkstamos dalys iš uždarytų produktų laikomos gamintojo defektais, todėl Krescend negali suteikti kompensacijos.
7. Kaip galiu pateikti prekių grąžinimo užklausą?
Grąžinimo siuntimo išlaidos tenka klientui, nebent problema būtų neteisingas pristatymas arba didelė žala.
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.
Iš kur Krescend vykdo siuntas?
Visi produktai yra gaunami ir paruošiami Korėjoje, o tada išsiunčiami į Krescend vykdymo centrą Vroclave, Lenkijoje.
Po patikros ir pakavimo jūsų užsakymas išsiunčiamas į jūsų ES paskirties vietą.
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.
