Frequently Asked Questions
ABOUT US
Q: WHERE IS THIS STORE BASED?SHIPPING
Q: WHAT ARE YOUR SHIPPING COST & TIMES?On checkout, delivery options will be made available to you. Delivery takes roughly 2-7 business days depending on your location. You can read more on our shipping here. The shipping time also depends on what you purchased. Custom items take anywhere from 2 to 5 weeks.
Q: WHATS THE DELIVERY TIME?
3 ~ 8 Business days (USA)
10 ~ 20 Business days (Canada, UK, Germany, Japan, SG)
20 ~ 30 Business days (International)
Note that these are just estimates and the delivery time may vary depending on the logistics.
Q: WILL I BE ABLE TO TRACK MY ORDER?
Yes, once your order has been shipped we will update you with a tracking number.
Q: MY ORDER ISN'T HERE YET, WHY?Shipping times vary based on a number of factors, including, logistics, weather, customs. Contact Us if your order hasn't arrived within the stated days. We will love to assist you.
RETURNS/EXCHANGE
Q: WHAT IS YOUR RETURN POLICY?Initiate your return 24-4hrs from the shipments arrival date. You can read more about our return policy here
PAYMENT
Q: WHAT ARE MY PAYMENT OPTIONS?You can read more about payment options here.
Q: IS MY INFORMATION SAFE?Of course it is! All your payment information is encrypted. The only information we store is your name, email, phone number & address for obvious reasons.
Q: WHEN WILL I BE CHARGED?
As soon as you place your order, you will receive an order confirmation pop notice and an e-mail. This means that we have received your order in our system and pre-authorised your credit/debit card for the purchase.
OTHER
Q: I WANT TO CANCEL MY ORDER, WHAT SHOULD I DO?
Cancellation requests must be requested immediately after receiving the order confirmation email/text message. Please note that for custom orders, if the order is already processed we may not be able to cancel your order. Please check carefully before placing the order as it is final and it can not be cancelled nor changed. Read more on custom order cancellations and refunds here.
Q: WHY DID I RECEIVE A REFUND/PARTIAL REFUND?
Sometimes we automatically issue refund to you due to depleted stocks. We will refund you via the original manner with which you paid for the item. Unfortunately, we cannot direct funds to different accounts or payment methods.
Q: WHAT IF I NEED TO MAKE A CHANGE TO MY ORDER?
You received your confirmation email and noticed that there is something wrong with your shipping address or the item, colour, or size is wrong? Contact us immediately so we can help fix it. Once again, if the order is already shipped, we may not be able to make changes as requested. Do not forget that changes can only be made when the parcel is STILL with us.
Q: WHERE CAN I FIND MY TRACKING INFORMATION?
Your tracking information will be updated on the order status page once we have processed your order and it is in transit.
Q: I HAVE MORE QUESTIONS THAT ARE NOT ANSWERED ON THIS PAGE.Feel free to send us a message on our Contact Us Page and we'll get back to you asap!
PRODUCTS/ITEMS
Q: ARE THE PHOTOCARDS OFFICIAL OR FANMADE?
Almost all the photocard sets sold are fanmade or unofficial. If they are from an album Pre-Order Benefit or Lucky Draw then they are 100% official and would be clearly stated as one.
Q: IS THE LINE FRIENDS BT21 MERCH OFFICIAL OR UNOFFICIAL?
Majority of the BT21 merch are 3rd party rendition. They are custom made to order. If a merch item is official, the wording "OFFICIAL" will be clearly stated in the product page.
Q: DO YOU SUPPORT FAN GROUP ORDERS (GOs)?
Yes! If you want to place a large group order, please reach out us, happy to assist!