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.

Cancellation Policy

Are there any cancellation fees if I cancel my order?

Yes. If an order is canceled, our store deducts a 10% cancellation fee from the total order amount before issuing the refund.

This is because payment gateways such as Shopify Payments and other PG providers may charge us currency exchange losses and non-refundable transaction or cancellation fees when an order is canceled.

Since the average order value in our store is relatively high, it is difficult for us to absorb these costs internally, so the cancellation fee is charged to the customer.

If you do not agree with the cancellation fee policy, please refrain from placing an order.

Thank you for your understanding.

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 strict financial regulations, especially for businesses serving international customers.

Operating under a Hong Kong entity allows us to offer convenient payment methods such as PayPal, Google Pay, Apple Pay, and more while minimizing payment-related issues.

Please note that this does not mean we do not hold a Korean business license. We also operate with a Korean business license. 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 usually 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 may vary depending on the destination and shipping conditions.

Q. When will I receive my tracking number?

You will typically receive a tracking number within 4 business days of placing your order.

It may take up to 5 business days for the package to be handed over to the airline or international carrier.

If tracking information is not immediately available, please do not worry. This is normal during the international shipping transition process.

Q. Are customs duties applicable?

Some countries may charge customs duties, taxes, or import fees.

To help reduce customs-related costs, we may split your order into multiple packages upon request.

For assistance, please contact us through real-time chat support.

Q. Do you have a membership program?

Yes. After your first order, you may 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 as quickly as possible, there may be delays during early morning hours due to our team’s rest time.

Please feel free to contact us through WhatsApp or the chat function. We will get back to you as soon as possible.

Q. My tracking number does not work. What should I do?

This may happen due to delays at the logistics center or during the transition to international shipping.

Please try tracking again after 2–3 days.

Q. Can I return my purchase?

Yes, returns are possible according to our return policy.

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 after your return request is approved.

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.

This helps us review the issue accurately and proceed with the appropriate support.

Q. I could not 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 the order, the standard 10% cancellation fee will be deducted from your refund.

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

Unfortunately, damage to the outer packaging box alone is not eligible for a refund or exchange.

The packaging box is designed to protect the product and does not affect the product itself. We also use bubble wrap to further protect your items during shipping.

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

Please contact the carrier first to report the shipping damage.

After that, please contact us with photos, videos, and the carrier’s official report so we can assist you further.

Q. Do you operate on Korean public holidays?

All operations are suspended during Korean public holidays, such as Chuseok, Lunar New Year, Christmas, and other official holidays.

International carriers may also be closed or delayed during these periods. Please keep this in mind when placing your order.