Shipping & Delivery

How much is shipping?

Australia:

  • Standard Delivery — $11.90

  • Express Post — $13.90

New Zealand: Standard Delivery — $25.90

International: Standard Delivery — $55.90

When will my order be dispatched?

We aim to have your order dispatched within 1 to 2 business days for orders consisting of in stock products only. Orders placed before 12 pm may be dispatched within the same working day.

Preorder items will be shipped after their expected release date, together with all other items in an order (if any) in a single shipment. Please expect a wait of 1 to 4 weeks (waiting times may vary!) for preorder items to arrive at our Brisbane office before they are dispatched to you.

How long will it take for my order to arrive with standard shipping?

Australia: 2+ business days

New Zealand: 10+ business days

International: 10+ business days

*Please note, these timeframes are once your order has been dispatched by us. Any delays thereafter is out of our control. Reimbursements due to delays by the carrier will not be granted. Do expect delivery to be slightly delayed during peak periods and festive seasons.

What is express post?

Express Post offers an estimated 1-2 day delivery for metro areas in NSW, VIC and QLD.

*Please note, these timeframes are once your order has been dispatched by us. Any delays thereafter is out of our control. Reimbursements due to delays by the carrier will not be granted. Do expect delivery to be slightly delayed during peak periods and festive seasons.

What is “free Brisbane pick up”?

If you live in Brisbane and want to save the shipping cost, we can do free local pick ups of your order in Brisbane City at a convenient time for both of us. Once you’ve checked out selecting this option, email us at help@kwave-kpop.com to arrange a time for pick up.

*Please DO NOT select this option unless you are able to meet up in Brisbane City!

How can I track my order?

As soon as your order has been dispatched, we will send you an email to confirm that it's on the way. This email will also have your tracking number, so it's really important that the email address is entered correctly when the order is placed.

Do you ship to ParcelPoint addresses?

Australian orders cannot be delivered to Parcel Lockers. New Zealand and international orders cannot be delivered to a PO Box address.

What should I do if I fail to receive my parcel?

If your parcel has not arrived past the estimated delivery, please contact Australia Post and provide your tracking details for an investigation. KWAVE_KPOP will not be responsible for any loss from mishandling by the carrier.

Your parcel will be shipped to the shipping address provided at checkout. Should you have made a mistake with entering your shipping details, you may email us at admin@kwave-kpop.com to provide us with corrected information prior to order dispatch. In the event that parcel is wrongly delivered due to inaccurate information provided, a refund will not be provided.

Do I have to pay for custom and duty taxes?

Custom and duty taxes are not included in the item price or shipping cost. Any custom or duty taxes imposed on the parcel upon arrival to your country are your responsibility. Please check the import taxes policy of your country prior to submitting your order if this is a concern.


Exchange & Refund

Can I get a refund on my order? Can I return my purchases?

Unfortunately, all orders and transactions are final, irreversible and non-refundable. We are unable to process a refund (be it partial or full) if you change your mind about a product or no longer wish to purchase etc. Neither will we accept any returns for refund on orders. We advise that wise decisions be made before finalising an order to avoid regrets.

I have received a faulty/damaged item. Can I have a refund or replacement?

We will only offer an refund/replacement if the item you received is obviously faulty or damaged. Minute flaws or damages to products and outer boxes, cases or sleeves of products (e.g. scratches, marks and scuffing, dents, dog-ears, cracks, unavoidable manufacture flaws/inconsistencies etc) will not be considered for a refund/replacement.

If your claim has been approved for a refund, please expect up to 10 business days for funds to be returned to your nominated account. Refund value will be that of faulty/damaged product(s) only. Shipping costs are not entitled to refunds.

If you prefer to receive a replacement instead, faulty/damaged item may not be replaced with a different product. The same item will be sent to you (subject to availability). Of course, any extra shipping cost incurred for the replacement will be our responsibility.

We allow a 7 day period post delivery according to tracking information provided by carrier to lodge your request for refund or replacement if necessary. Any requests lodged past the 7 day timeframe will not be entertained.

We are genuinely reasonable people who wish you enjoy your purchase, so we hope you will be reasonable with your refund/replacement claims for damages as well!

What is your exchange policy?

We are happy to accommodate an exchange on purchases with the following conditions:

  • Items must be in their original, mint condition. Any seals and wrappings must not be compromised or have signs of wear; items must not have been opened to be eligible for an exchange.

  • All shipping costs incurred to process an exchange will be the responsibility of the purchaser and remain the responsibility of the purchaser until received by us. We recommend you send your package on a tracked service so you are able to track the whereabouts of your exchange. KWAVE_KPOP is not liable for exchanges lost in transit that have not been tracked.

  • Exchange item(s) should be packaged in a proper manner to minimise any possible damages from transit. If item(s) are received at our office in worn or damaged condition, your original purchase will be returned to you (return postage at your expense) and exchange will not be granted.

  • Any discrepancies in value of exchange item(s) with value of original purchase item(s) have to be addressed before exchange is approved. If exchange item(s) are of higher value, outstanding amount has to be fulfilled by purchaser. If exchange item(s) are or lower value, a refund will not be granted.

How can I ask for a refund/replacement/exchange?

Please contact us via the “contact us” tab. All requests will be assessed on a case by case basis. We aim to reply you within 24 hours.

 

Privacy Policy


What kind of information does KWAVE_KPOP collect?

We may collect personal information about you, such as your name, email address, postal address, phone number, gender, birthday etc., when you visit our website, register with our website, place an online order, save your information with us online, contact us with a question or concern, or participate in a promotion.

How does KWAVE_KPOP use my information?

Personal information provided may be used in the following ways to:

  • Process and fulfil your order, including to send you emails to confirm your order status and shipment.

  • Communicate with you and to send you information by email, postal mail or other means about our products, services and promotions, unless you have directed us not to contact you with promotional communications.

  • Administer and fulfil our promotions.

  • Help us learn more about your shopping preferences.

  • Help us address problems with and improve our site design, products and services.

  • Enhance your shopping experience.

  • Analyse trends and statistics.

  • Protect the security or integrity of our website and our business.

  • Contact you if necessary.

Does KWAVE_KPOP share my information?

We at KWAVE_KPOP are committed to protecting your privacy. Personal information shared with us for the purpose of service and promotion will not be intentionally shared with secondary sources outside of host parties to perform promotions.

We may share your personal information in the following ways:

  • To conform to legal requirements (including, but not limited to, requirements in accordance with any applicable law, regulation or government request) or comply with legal process, or to help maintain the law

  • To protect our rights or property or those of our related companies

  • To enforce our terms and conditions

  • To act in the interest of our, or our related companies, customers or others.

While we implement security measures on this site, you should be aware that 100% security is not always possible.

By entering your details, you give KWAVE_KPOP permission to add you to their database for promotional purposes.