FAQ
1. Where does Krescend ship from?
All products are sourced and prepared in Korea, then shipped to the Krescend fulfillment center in Wrocław, Poland.
After inspection and packaging, your order is dispatched to your EU destination.
2. How long does it take to receive my order?
Total preparation time: approx. 8 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: 2–3 business days
- NL/BE/LU/FR: 3–4 business days
- ES: 4–5 business days
- IT/PT: 5–6 business days
3. Do I need to pay customs fees?
No.
All EU deliveries are shipped from Poland, so no additional customs or duties are charged.
4. How do I track my order?
Once your package leaves our Poland warehouse, you will receive an email containing your InPost tracking number.
Tracking may take 1–2 business days to update.
5. My order is delayed. What should I do?
If your order has not arrived within 4 days after the estimated delivery date,
please contact us.
Delay claims submitted after 4 days cannot be processed due to courier policies.
6. What is your refund and return policy?
At Krescend, we value your satisfaction and trust. We operate our refund and return policy based on fair and transparent standards. We provide clear guidance on all products, and under all circumstances, we do not offer exchanges, only refunds are available.
Please note: This Refund and Return Policy applies to regular products only.
“Custom Order” items follow a separate policy and are excluded from the terms below. Here is Custom Order Policy
1. Full Refund Eligibility
A full refund, including shipping fees, is possible under the following conditions:
- You request a cancellation due to a change of mind before the product is shipped.
- The product is damaged during delivery, clearly misdelivered, or has a major defect (unboxing video required).
Unboxing Video Requirement:
- To request a refund or claim for damage, missing items, or misdelivery,
an unboxing video must be recorded continuously from the moment the shipping box is opened in its sealed condition until the product and all components are fully shown.
Videos recorded after the package, product seal, or protective wrapping has already been opened will not be accepted as valid evidence.
Claims without a valid unboxing video will be rejected.
2. Partial Refund Eligibility (excluding shipping and packaging fees)
The following cases are eligible for a partial refund, excluding the original “Krescend packaging” and the original shipping cost. Return shipping costs for refund are borne by the customer:
- Change of mind within 14 days of receiving the item and the order will be partially refunded based on the condition of the returned product.
- Returns due to incorrect recipient information (name, address, etc.), refusal to accept the delivery, or other customer-related reasons.
- If re-delivery is requested, but the shipping fee is not paid within 48 hours of receiving the payment link, the order will be partially refunded based on the condition of the returned product.
Partially refunded based on the condition of the returned product:
- If the product is undamaged and all components are intact, a partial refund will be issued (excluding the original shipping and packaging costs).
If the product is damaged or missing components and deemed unsellable, no refund or claim will be accepted.
The Original packaging and Shipping cost:
- Krescend packaging : €15
- Shipping :
Poland: €4 ≈ 17 zł
Netherlands, Belgium, Luxembourg, France: €9
Spain, Italy, Portugal: €10
Refunds are processed after Krescend receives the returned product and completes a quality inspection.
3. Non-refundable Cases
The following cases are not eligible for any refund, and no exchanges will be provided under any circumstances:
- Non-refundable products : One-time items such as newspapers, magazines, etc.
- Items that have been unsealed or are missing components.
- When no unboxing video is provided.
- When a full refund is requested despite missing components.
- Returns due to address errors or refusal to accept, and shipping fee is not paid within 48 hours of receiving the payment link.
Free gifts, random bonuses, or any missing included items.- Minor defects as per manufacturer standards (e.g., smudged print, wrinkled packaging, small scratches).
4. Refund Process
Refunds are only processed after Krescend receives the returned item and completes a quality inspection. If any damage or missing components are confirmed, the refund may be denied.
5. Shipping Fee Guide
- Shipping :
Poland: €4 ≈ 17 zł
Netherlands, Belgium, Luxembourg, France: €9
Spain, Italy, Portugal: €10 - Round Trip Shipping :
Poland: €4 ≈ 17 zł
Netherlands, Belgium, Luxembourg, France: €9
Spain, Italy, Portugal: €10 - For orders returned to us due to not collecting the package: Round trip shipping fee will be charged for refund or re-delivery.
- For returns or cancellations due to change of mind: Round-trip shipping fees are the customer's responsibility.
- For misdelivery, damage, or major defects: Return shipping is borne by the customer, after inspection same amount of store credit is offered.
- In case of re-delivery requests, the shipping payment must be completed within 48 hours of receiving the payment link. Otherwise, the order may be partially refunded or not refunded at all, depending on the product condition(This does not apply to unclaimed orders.)
6. Delivery Delay Notice
All products are shipped based on the estimated delivery date provided at the time of order. If no delay-related inquiry is received within 4 days after the estimated date, the order is excluded from eligibility for claims regarding delay compensation, refunds, or re-shipment.
7. Krescend Exclusive Packaging Notice
Krescend Packaging (special wrapping, goods boxes, gifts, etc.) is non-refundable under all circumstances.
While shown as €0 at checkout, the packaging has a service value of €15.
If a refund is issued, this €15 fee is deducted from the refundable amount and cannot be returned.
8. Manufacturer’s Quality Disclaimer
Matters related to print quality, minor production irregularities, or missing components are subject to the manufacturer’s quality standards, and Krescend does not provide compensation for these issues.
Final Note
Krescend is not responsible for issues caused by customer mistakes (e.g., address errors, refusal of receipt, incorrect option selection). All policies are considered agreed upon at the time of order, and are subject to change without prior notice.
By placing an order, the customer confirms their agreement to all policies displayed on the Krescend website, including the Refund and Return Policy, which are considered accepted at the time of purchase.
7. How do I request a return?
Return shipping costs are the customer’s responsibility unless the issue is misdelivery or major damage.
8. I entered the wrong address. What happens now?
If the order has not shipped, we can update the address.
If the package is already shipped:
- Delivery refusal or wrong address may result in partial refund only, after the item is returned and inspected.
- Shipping costs and packaging are non-refundable.
9. What is Krescend packaging?
We pack all orders using our Krescend protective packaging system.
Items include:
- Protective inner packaging
- Krescend goods boxes
- Wrapping materials
- Occasional gifts
These packaging components are non-refundable.
10. 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.
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?
Missing components from sealed products are considered manufacturer’s defects, and Krescend cannot provide compensation.
13. Can I cancel my order?
Yes, if the item has not shipped yet.
Once shipped, only partial refunds (minus shipping and packaging costs) are possible.
14. Are Custom Order items refundable?
No.
Custom Order follows a completely separate policy and is excluded from this FAQ.
Refunds for Custom Order items are only possible in cases of severe damage or misdelivery (with unboxing video).
15. How does the Krescend Fan Stage work?
Krescend Fan Stage is a special program where:
- Each order automatically contributes €1 to the artist’s Stage
- When the Stage goal is reached → it opens
- Fans vote on X (Twitter) to choose rewards
- Participants enter a Lucky Draw based on their purchases
(Full Fan Stage FAQ is available separately.)