Hard 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.
PRE-ORDER
What is Pre-order?
A pre-order lets you purchase an album before its official release. These sales usually count toward the artist’s first-week chart results.
Many special events are held during this period, including POBs, Lucky Draws, video calls, and exclusive album versions.
Krescend offers an Early Bird sale for every pre-order. The sale period varies by product, and we aim to offer the lowest pre-order prices for NO POB & POB in Europe.
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.
Lucky Draw
What is Lucky Draw Event?
Lucky Draw Event is a fan event where an official store randomly selects winners from album buyers.
Prizes may include a signed Polaroid, photocard, personalized signed page, or signed album.
If Krescend wins, the prize is given to the customer with the highest order value in a single order. We do not hold an additional random draw.
Some stores also call benefits given to every buyer “Lucky Draws.” At Krescend, we list these as regular POBs, not prize draws.
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.
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.
Need help with your order?
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 continueFAQ
1. Can I cancel my order?
No, if the order has
- Pre-order product
- Fan event product (e.g. facecall, fansign, lucky draw)
- Limited stocks and Limited edition
Yes, if your order is not include those products
If your order has not shipped yet, full refund is possible. Once shipped, only partial refunds (deduct shipping fee) are possible.
2. How long does it take to receive my order?
15-23 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.
All EU deliveries are shipped from Poland, so no additional customs or duties are charged.
4. How do I 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 1 week to over 1 month.
- After release, the order goes through inspection in Korea
- Shipping from Korea to Poland
- Inspection in Poland, 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. Delay claims submitted after 4 days cannot be processed due to courier policies.
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.
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?
Missing components from sealed products are considered manufacturer’s defects, and Krescend cannot provide compensation.
13. Where can i return?
ul. Generała Władysława Sikorskiego 26, 1p. Quickwork,53-659 Wrocław, 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.
