Krescend Custom Order FAQ

1. What is a Custom Order?

Custom Order is Krescend’s premium service that helps global fans safely purchase official K-pop goods available only in Korea—including fan-club kits, concert-limited merchandise, popup store items, and more.

All items are sourced from trusted official sellers, legally cleared through EU customs, and securely delivered to you.

2. How do I place a Custom Order?

Step 1 — Purchase the Custom Order Request (€10)
Add “Custom Order Request” to your cart and check out.

Step 2 — Submit the Request Form
After payment, you will receive an email with a form link.
Provide the following:

• Full Name

• Email

• Order Number

• Product Name

• Product Link

• Description

• Message

Step 3 — Quote & Downpayment (within 48 hours)
Within 1–2 business days, Krescend will:

• Check availability

• Verify seller credibility

• Confirm customs eligibility

• Approve or decline your request

If approved → you’ll receive a quote + downpayment link.
If declined → your request is closed (the €10 request fee is retained).

Step 4 — Delivery to You
Once the downpayment is complete, your item will be prepared and shipped within 11–13 working days.

3. What is the €10 Request Fee?

The €10 Custom Order Request fee covers:

• Product availability check

• Seller verification

• Request validation

• Customs eligibility review

The fee is non-refundable, except when Krescend cannot process the request due to an internal issue.

4. What is the downpayment?

The downpayment is the initial partial payment required to begin sourcing the product.
You must complete it within 48 hours of receiving the quote.

If not paid within 48 hours → the request is automatically closed and the €10 fee is not refunded.

5. How is the final price calculated?

The final payment includes:

• Official product price

• Korea → EU international shipping

• EU VAT & customs

• Service fee (approx. €30)

This will be clearly stated in your quote before you make the downpayment.

6. Which products can I request?

Most official K-pop goods are allowed, including:

• Albums

• Photobooks

• Posters

• Lightsticks

• Official MD

• Photocards & accessories

• Season’s Greetings

• DVDs & magazines

• Other official K-pop merchandise

7. Which products are NOT accepted?

For safety, customs, and logistics reasons, we do NOT accept:

• Food & beverages

• Cosmetics or skincare

• Chemical products

• Electronic devices

• Battery-powered items

• Furniture

• Industrial/heavy items

• Any item restricted by Korean or EU customs

• Personal C2C or second-hand listings

• Untrusted sellers, unclear links, incomplete information

8. How long will it take to receive my Custom Order?

• 11–13 working days after the downpayment is completed

• Includes preparation in Korea → shipping to Poland → inspection → final delivery

• Delays caused by air transport, customs, or local couriers are not eligible for compensation

9. Can I get a refund?

Refunds are very limited due to the nature of custom sourcing.

An unboxing video is required for all refund claims.

✔️ Refundable cases

You may receive a refund (full or partial) when:

• The item arrives with severe damage during final delivery

• The wrong item or incorrect option was delivered

• Krescend is unable to fulfill the order for internal reasons

❌ Non-refundable cases

Refunds are NOT available for:

• Change of mind after sourcing has begun

• Minor imperfections: small scratches, dents, print issues, wrinkles

• Manufacturer defects or missing inclusions

• Wrong address / delivery refusal

• Failure to pay the downpayment within 48 hours

• Requests for exchanges (exchanges are not supported)

• Any case not listed under refundable conditions

10. Do you cover manufacturer defects (missing photocard, misprint, etc.)?

No.
These issues follow the manufacturer’s quality policies and are not refundable.

However, Krescend can assist you by contacting the official seller where possible.

11. Why are the rules so strict?

Custom Order is a rare, high-effort sourcing service.
Unnecessary cancellations, incomplete forms, or repeated refund requests make the service unsustainable and reduce availability for real fans.

Strict rules ensure:

• Fairness

• Service quality

• Safe and legal sourcing

12. What happens if my link is invalid or information is incomplete?

If your information is insufficient, untrusted, or violates product restrictions:

• The request may be declined

• The €10 Request Fee is still applied as a processing fee

13. How long does it take to check availability?

You will receive a result within 1–2 business days after submitting the request form.

14. When is my request automatically canceled?

Your Custom Order request is automatically canceled when:

• The downpayment is not completed within 48 hours

• The product link is invalid

• The item is restricted

• The information provided is insufficient

In all cases, the €10 fee is non-refundable.

15. Where is the Custom Order shipped from?

All Custom Orders follow Krescend’s official logistics route:

Korea → Poland Krescend Logistics → Your Address

16. Can I change or cancel my request after ordering?

No.
Once the process begins, changes and cancellations are not possible.