OTHER QUESTIONS

 

Hello, this is KRKOCO.

We started our store in Korea in 2017 and currently operate online. To support global payment methods, our store is run by a Hong Kong corporation.

Here are answers to some of the most frequently asked questions from our customers:

  1. Does KRKOCO sell genuine products?

Yes, we only sell 100% authentic products. Our payment processors, EXIMBAY and Shopify Payments, only support verified sellers of genuine items — so you can shop with confidence.

  1. How long does shipping take?
    • All products are shipped from Korea.
    • Shipping cost is calculated based on the destination country.
    • All orders are processed within 5 business days (excluding weekends and Korean public holidays).
      Processing time may be slightly longer due to the handoff between local logistics and international shipping. Tracking numbers are issued during this transition.
      Tracking becomes active 2–3 days after issuance.
    • Delivery to P.O. boxes is not available.
    • We ship via various carriers including USPS, local post couriers, FedEx, and DHL — shipping method is chosen at random.
  2. How long does it take to receive a tracking number?

You will typically receive a tracking number within 4 days of placing your order. It may take up to 5 days for the item to be handed over to the airline. Please don’t worry if you don’t see tracking information immediately.

  1. Are customs duties applicable?

In some countries, customs fees may apply. To help avoid these, we can split your order into multiple packages. For assistance, please reach out via our real-time chat support.

  1. Do you offer a membership program?

Yes! After your first order, we invite customers to join our private membership group where you can enjoy exclusive promotions and benefits.

  • Is real-time chat support available 24 hours?

Since real-time chat support is handled by people, we try to respond at any time based on GMT 9:00 (Seoul time). However, as we also have sleeping hours, responses may be delayed during the early morning hours in GMT Seoul time. Please use WhatsApp and real-time chat functions!

  1. For any other inquiries, please contact us in real-time. Thank you.

       

8. Your order has been processed and a tracking number has been provided, but the tracking number does not work.

This issue occurs because there is a delay in processing at the logistics center. Please try again in 2-3 days.

9. I want to return my purchase. Is it possible?

Yes, it is possible. If you received free shipping, you will need to cover the round-trip shipping cost. We will provide you with a separate address in Korea for the return.

10. It seems there is a problem with the product.

Please take a photo or video of the defective product and send it to us.

 

11. couldn't apply the coupon. Can I get a refund and place the order again?

Since the coupon was not applied due to the customer's oversight and this falls under a change of mind, a 2% refund fee will be charged if the order was placed using Shopify Payments.

This fee must be prepaid via PayPal for the refund to be processed.

 

12.The product packaging box is damaged. Can I get a refund or exchange it?
Unfortunately, that's not possible. The product packaging box exists to protect the product and does not affect the product itself. Additionally, we send our products with bubble wrap packaging for added protection.

 

13.It seems the product was damaged during shipping. What should I do?
If the product was damaged during shipping, please first contact the carrier and then reach out to us.

 

14.All operations are suspended on public holidays in Korea.

For example, please be aware that there are various public holidays such as Chuseok, New Year, Christmas, etc.

This is because all overseas delivery companies are closed, so we are unable to process the work.

 

Are the products in our store authentic?

  • We put our beloved family on the line to guarantee that our products are 100% authentic.   

  • Then why are you operating under a Hong Kong business license instead of a Korean one?

  • Korea has a highly conservative approach to financial regulations. Therefore, when running a store targeting international customers, over 90% of businesses opt for a U.S. or Hong Kong entity.

    Operating under a Hong Kong entity allows international customers to make payments conveniently via PayPal, Google Pay, Apple Pay, and other methods.

    If we were using a Korean entity, only MasterCard and Visa would be supported, and frequent issues would arise during payment processing.

    Thus, we operate under a foreign entity. However, please note that this does not mean we lack a Korean business license. Thank you for understanding!