OTHER QUESTIONS

 

KRKOCO Customer Guide

Hello, this is KRKOCO.
We started our store in Korea in 2017 and currently operate online. To support global payment methods, we operate under a Hong Kong corporation.

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

Frequently Asked Questions (FAQ)

Q. Does KRKOCO sell authentic 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.
We stand by the authenticity of our products with the pride of our family name.

Q. Why do you operate under a Hong Kong business license?

Korea has very strict financial regulations.
For businesses serving international customers, over 90% choose to register in the U.S. or Hong Kong.
Operating under a Hong Kong entity allows us to offer convenient payment methods like PayPal, Google Pay, Apple Pay, and more, while minimizing payment issues.
Please note that this does not mean we don’t hold a Korean business license — we do. Thank you for your understanding.

Q. How long does shipping take?

  • All products are shipped from Korea.

  • Shipping costs are calculated based on the destination country.

  • Orders are processed within 5 business days (excluding weekends and Korean public holidays).

  • Processing may take slightly longer due to the handoff between local logistics and international shipping.

  • Tracking numbers are issued during this transition and become active 2–3 days after issuance.

  • Delivery to P.O. boxes is not available.

  • We ship via various carriers, including USPS, Korea Post, FedEx, and DHL — the carrier is chosen randomly.

Q. When will I receive my 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 package to be handed over to the airline.
If tracking information is not immediately available, please don’t worry — this is normal.

Q. Are customs duties applicable?

Some countries may charge customs fees.
To help reduce these fees, we can split your order into multiple packages upon request.
For assistance, please contact us via real-time chat support.

Q. Do you have a membership program?

Yes! After your first order, you’ll be invited to join our private membership group, where you can enjoy exclusive promotions and benefits.

Q. Is real-time chat support available 24/7?

Real-time chat is handled by our staff based on GMT+9 (Seoul time).
While we aim to respond at all hours, there may be delays during the early morning hours due to our team’s sleep time.
Please feel free to reach out via WhatsApp or the chat function — we’ll get back to you as soon as possible.

Q. My tracking number doesn’t work. What should I do?

This happens because of delays at the logistics center.
Please try again after 2–3 days.

Q. Can I return my purchase?

Yes, returns are possible.
If your order qualified for free shipping, you will need to cover the round-trip shipping cost.
We will provide you with the return address in Korea.

Q. There seems to be a problem with the product.

Please take photos or a video of the defective item and send them to us.

Q. I couldn’t apply the coupon. Can I cancel and place the order again?

Once payment has been completed, it is not possible to apply a coupon retroactively.
Cancellations due to missing a coupon are also not allowed.
If you still wish to cancel, a 3.5% cancellation fee will be deducted from your refund.

Q. The product packaging box is damaged. Can I get a refund or exchange?

Unfortunately, no.
The packaging box exists to protect the product and does not affect the product itself.
We also use bubble wrap to further protect your items.

Q. The product was damaged during shipping. What should I do?

Please contact the carrier first, then reach out to us for further assistance.

Q. Do you operate on Korean public holidays?

All operations are suspended during Korean public holidays (e.g., Chuseok, Lunar New Year, Christmas, etc.).
This is because international carriers are also closed during these times. Please be aware of this when placing your order.