FAQ

When the product is released in Korea (Expected Release Date is listed in the Product Description), it usually takes 3-5 business days, or in some instances, it may take up to a week for us to receive the shipment.

Please remember all albums get shipped after they are released, except the US versions, meaning we do not receive them before the release date.

Therefore, it is very important for customers to read the full product details on each pre-order and understand the timeline so you do not feel worried about your orders.

For pre-order options that include + EXCLUSIVE PHOTOCARD, as we mentioned in the product details, 

• Please keep in mind that the production time of the ADDITIONAL PHOTOCARD GIFT could be delayed, so it may take up to an additional 1-2 weeks to receive the shipment after it is released from Korea. Please keep in mind that this is not a guaranteed time frame as we may receive it earlier or later, but on certain occasions, we had times when the Exclusive Photocard arrived later than the album.

Once we receive the shipment from Korea, we begin fulfillment processing on a first-order, first-serve basis. Once your order is shipped out, you will receive a shipping confirmation email and your tracking number.

• DEPENDING ON PRE-ORDERS ' VOLUME, PROCESSING TIME COULD BE DELAYED UP TO 1-3 WEEKS.
• IMPORTANT (PLEASE READ): If you order any pre-orders with in-stock albums, they will be held until all albums are ready to be shipped or in-store pick up at your chosen location.

Most orders (ONLY APPLICABLE FOR IN-STOCK) will be processed within 1-4 business days (excluding orders placed after 12 PM on Friday and all day - Saturday and Sunday) on a first-order, first-serve basis and packaged for delivery.

For example,

• If you place an order on Friday after 12 PM, all day on Saturday or Sunday, it will be ready to ship between Monday through Thursday.

You will receive an email with the tracking number as soon as we fulfill your order. Please keep in mind that there may be unexpected delays if we are experiencing a high volume of orders.  

Once you submit the order, you will receive an email with all the details.

If you don’t receive an email from us, please check your spam mail. If it’s still nowhere to be found, we might have received the wrong email, or you might not have provided an email address at checkout.

Please feel free to contact us, and we will look into the matter and help with the issue.

If any order needs to be adjusted, please email us IMMEDIATELY within 24 hours after the order is submitted. This is a very time-sensitive matter, so we won't be able to change your orders once fulfillment has been started. PLEASE KEEP IN MIND it is not GUARANTEED for us to change/modify your order.

Prices will vary depending on the item(s) and shipping cost. We do not offer price matches for both online and brick-and-mortar stores.

If your payment has been declined, your order has yet to be submitted, meaning we did not charge you or take your money. But, if you notice your money was taken from the bank account, it is because you were trying to charge your credit/debit cards to place an order. This is a very common way credit/debit cards work. 

Whenever you place online orders or even at a gas station, that total amount will show up as PENDING on your account because it tries to charge your card. However, once the cards decline, that PENDING charge will disappear in 1-2 business days because it did not go through. So please wait a couple of days before you reach out to us for the PENDING charge to be cleared. 

• Please remember that PENDING does not mean it was charged; it was just trying to charge your card since there was an attempt to place a purchase. But, because it was declined, it will disappear, and you will no longer see the charges on your account.

However, even if the payment was declined, if you still notice the charges on your account after a couple of days, please do not hesitate to contact us. We will help with the matter together. 

Once an in-store pickup order has been submitted, please allow 2-3 BUSINESS DAYS (excluding any orders placed on Friday after 12 PM, all day Saturday & Sunday) to be processed and ready to be picked up at our physical store on the dates/hours below.

• For example, if you place an order on Friday after 12 PM, any time during Saturday or Sunday, it will be ready by either the following Monday or Tuesday at the store for pick-up. 

Once it is ready to be picked up, you will receive a SECOND notification via email. When picking up, please provide a valid photo ID or verify order details such as order number, name on order, or billing address.

[STORE HOURS]

(1) BELLAIRE: Monday - Thursday (11 AM – 7 PM), Friday – Sunday (11 AM – 8 PM)

(2) KATY: Sunday - Friday (11 AM – 8 PM), Saturday (11 AM – 9 PM)

• We highly recommend customers pick up their orders within 2 weeks of their orders being ready to be picked up due to limited storage. Thank you for understanding!
• IMPORTANT (PLEASE READ): If you order any pre-orders with in-stock albums, they will be held until all albums are ready to be shipped or in-store pick up at your chosen location.

Once your order is ready for in-store pickup, an email notification will be sent to the email address provided at checkout. This is after you receive a confirmation email. 

Then, you can go ahead and visit our selected location to pick up your order during those dates/hours below.

[STORE HOURS]

(1) BELLAIRE: Monday - Thursday (11 AM – 7 PM), Friday – Sunday (11 AM – 8 PM)

(2) KATY: Sunday - Friday (11 AM – 8 PM), Saturday (11 AM – 9 PM)

When picking up, please provide a valid photo ID or verify order details such as order number, name on order, or billing address.

• We highly recommend customers pick up their orders within 2 weeks of their orders being ready to be picked up due to limited storage. Thank you for understanding!

We highly recommend customers pick up their orders within 2 weeks of receiving an email notification informing you that your order is available/ready for pickup. 

• Please keep in mind that we have limited storage at each location.

If you can't pick it up within 2 weeks once we fulfill your order, we will replace it to our warehouse and contact the customer for further details on the pickup date.

Thank you for being so understanding.

Most in-stock orders will be processed within 1-3 business days (excluding orders that's placed after 3 PM on Friday and all day -  Saturday, Sunday) on a first-order, first-serve basis and will be packaged for delivery.

Once we create the shipping label, you will receive an email with tracking information to the email provided to place the order. Then, please allow 1-2 business days to get an update on the tracking status.

Please understand we can experience an unexpected delay on the shipment due to complications, such as the high volume of orders, various groups releasing new albums on the same date, a problem occurs during the overseas transition and custom issues. Please allow additional days for orders to be shipped. Sometimes, there are numerous cases in which we can’t control. We will try our best to communicate with customers if any delays occur and prepare to ship your orders as soon as possible.

However, for pre-orders items, once it is released in Korea; it usually takes 1-3 business days to receive the shipment unless any other delays occur during the transition. All orders which include pre-order items will begin processing once the item has arrived at our facility.

DEPENDING ON THE VOLUME OF PRE-ORDERS : PROCESSING TIME COULD BE DELAYED UPTO 1-3 WEEKS. Please check further details on each product details.

At this time, we only use US Postal Service / UPS Ground to ship out orders within the United States of America including Hawaii, Alaska, and Puerto Rico.

We hope to expand and offer shipping worldwide in the near future.

Please keep in mind that delivery delays may occasionally occur due to several reasons. Also, during the holiday season, it may impact delivery time. Once you receive the tracking number, you can check the status of your order within 24-48 hours.

Once your order is processed, you will receive a shipment confirmation via email with the tracking number.

Please keep in mind, tracking is normally updated within 24-48 hours. If an order is returned to us, we will contact you via email. If we don't receive any respond we will. proceed to refund your order excluding shipping fees. For further assistance regarding this matter, please email us at customservice@shopevepink.com

All unfolded posters are shipped in hard carrier tubes via USPS Ground Advantage Mail (1-3 business days). For orders that include unfolded posters, the items will be delivered on different dates. If only part of your order has been delivered, please wait 5-7 business days for the rest of your order to arrive. If you have still not received it, feel free to contact us and we will do our best to assist you.

All orders that include pre-order items will be processed once all pre-order items arrive to our warehouse, usually 3-5 business days after the expected release date listed in the product description if there isn't any unexpected delays.

If you would like to receive an in-stock items first we highly recommend placing them in a separate order.

If your order has already been placed and you would like to recieve the in-stock items in your order please contact us via customerservice@shopevepink.com with your order number and the items you would like to receive first. Please keep in mind there will be an additional shipping cost due to your order being shipped in multiple packages.

If you input the incorrect delivery address or absence at the time of delivery; we are not responsible if the item is returned back to us.

If the customer package is returned to Eve Pink, we have to charge the original shipping fee to send it back to you. If we are unable to verify your shipping address, we always contact the customers first in order to receive confirmation.

Please keep in mind that we can't process this matter until the customer package has physically arrived back to our shipping department.

If the customer's package gets forwarded back to us but if it gets lost during delivery while in-transit, EVE PINK is NOT liable for the matter stated above.

If you would like to change or update the shipping address in your order that has not been shipped, please contact us via customerservice@shopevepink.com with your order number and the new shipping address.

Please keep in mind we are unable to modify your order once the order has been processed/fulfilled. EVE PINK is NOT liable for orders returned due to incorrect shipping addresses or absent residents at the time of delivery.

EVE PINK is not responsible for loss or stolen packages after delivery (showing as delivered in the tracking number).

The carrier will generally determine if your order can be left in a safe, secure place at your delivery address. Before you suspect your package may have been lost or stolen, please contact your local post office to see if they have your package for pickup or ask neighbors to see if the carrier might have accidentally misplaced the customer's package.

If not, please contact the shipping carrier immediately to file a case. Please keep in mind, the only thing we can do is to assist you to file a case with the carrier.  

At this moment, we do not offer shipping internationally. We hope to expand and ship worldwide in the near future.

ALL SALES ARE FINAL. NO RETURN OR EXCHANGE. NO EXCEPTION.

* Outbox/case/sleeve/cover is manufactured to protect the product underneath along with the contents inside. Small scratches, flaws, crack, discoloration, etc. on the outer box/case/sleeve/cover may occur due to the nature of the material or during manufacturing/packaging/delivery process cannot be the reason for return or exchange. Any fine spots, flaws, scratches, or textural conditions that cannot be seen/identified from a 30cm distance cannot be a reason for exchange or return.

We sincerely apologize if you received the wrong version or different item.

Please do not open or remove the plastic sleeve if you notice the error with an album version. If the product is open, we will not be able to process the correction or exchange of the item.

Please contact us with the picture of the wrong item along with your order number via email at customerservice@shopevepink.com then we will gladly assist you with this matter.

Please let us know within 7 days of the delivery date based on the tracking number of the delivery service. We will try to respond to you in a timely manner.

We accept major credit card companies including VISA, MasterCard, American Express, and Discover Card.

For any refunds, please allow within 5-10 business days for it to be issued back to the original payment.

Before we ship out each product, our Quality Control team inspects to make sure there are no external damages.

Furthermore, when packaging the order, we have several procedures to secure the item(s) in the package. This includes securely protecting and packaging it with bubble wrap, packing peanuts, and the usage of a sturdy cardboard box with secured taping. to ensure that order(s) arrive safely to customers.

Unfortunately, damages that may occur while in-transit during delivery are unpredictable. EVE PINK is not liable for any item/package or outer box/case damages incurred during transit, and we are not liable for any packages once it has been scanned as delivered.

However, please contact us to customerservice@shopevepink.com if there is anything we can help to solve the issue. We want to try our best to help our customers!

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* Outbox/case/sleeve/cover is manufactured to protect the product underneath along with the contents inside. Small scratches, flaws, crack, discoloration, etc. on the outer box/case/sleeve/cover may occur due to the nature of the material or during manufacturing/packaging/delivery process cannot be the reason for return or exchange. Any fine spots, flaws, scratches, or textural conditions that cannot be seen/identified from a 30cm distance cannot be a reason for exchange or return.

Certain products are manufactured and designed in a more vulnerable condition where minor damages can easily occur during delivery while in-transit. 

Furthermore, when our albums/products are distributed from the manufacturer in South Korea, damages may be incurred since the shipment is delivered internationally. Therefore, we perform quality checks and thoroughly inspect once we receive albums/products from South Korea in order to guarantee the quality of the albums/products before we ship out your order.

Therefore, EVE PINK is not liable for any minor scratches, bends, damages, discoloration etc. that may occur during delivery while in-transit to the final destination on any products including but not limited to the outbox/case/cover or any exclusive/pre-order photocards.

1. The outer box/case/cover main purpose is to protect the product underneath and along with the inside contents. Therefore, any scratches, flaws, discoloration, bent etc. on the outbox/case/cover that may occur during packaging/delivery cannot be the reason for return or exchange.

2. If your product has major external damages that occurred during delivery while in-transit, it must be unopened and sealed in the original packaging in order for us to further investigate the issue. If the product has been opened, it will be highly difficult for us to help assist you regarding the issue.

Before we ship out each product, our quality control team inspects to make sure there are no external damages.

Furthermore, when packaging the order, we have several procedures to secure the item(s) in the package. This includes securely protecting and packaging it with bubble wrap, packing peanuts, and the usage of a sturdy cardboard box with secured taping to ensure that order(s) arrive safely to customers

Since all products/albums are sealed in plastic wrap, it is impossible for us to know or inspect any possible internal defects such as missing/duplicate photocards, bookmarks, stickers, polaroid's, etc.

So if your product/album has any internal issues as stated above, it is considered as a manufacturing defect. Please keep in mind that we are not the manufacture and therefore, it is difficult for us to resolve the issue right away as we must file a claim to the manufacturer.

Although EVE PINK is not liable for any manufacturing defects, we can assist you to file a claim to the manufacturer on behalf of the customer for missing/defective items externally.

HOWEVER, PLEASE CONTACT US to customerservice@shopevepink.com if there is anything we can help to solve the issue. We want to try our best to help our customers!

Please remember to film an unboxing video, check the product condition immediately upon receipt, and contact our customer service for faulty products, defects, or any other issues within 7 business days of delivery date.

However, please note that we have to wait for the manufacturer to respond back to us and this process could take up to a month. We will try our best to assist you in resolving this issue, but it is not guaranteed for the damaged/missing item to be replaced by the manufacturer.

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For more information on how to file a Claim , please check the below articles for further details and explanation.

Please note that older restock albums, or re-released albums (after it has been discontinued) may not include a photocard or certain item in the contents inside since it may have only been included in FIRST-PRESS release albums or due to the fact that the photocard is no longer printed by the manufacturer for that specific album.

Also, in most albums details, we have included the images of product details. Please keep in mind that if it stated as "초판한정" in Korean - it is meaning that FIRST-PRESS ONLY.

Therefore, if it is no longer FIRST-PRESS and those specific contents will be no longer included inside the album. Please keep in mind, there is no way for us to confirm if a particular album is still FIRST-PRESS or not, unless it is purchased during the pre-order period.

Before our shipping team sends out each Light Stick, we thoroughly inspect it to check the quality for any defect and damages.

After inspection, we always include a note within the package that we have inspected the light stick before we send them out.

The note is to guarantee the quality of the product and it is our way of providing assurance that the light stick is in good working condition without any issues.

Furthermore, when packaging the order, we have several procedures to secure the item(s) in the package. This includes securely protecting and packaging it with bubble wrap, packing peanuts, and the usage of a sturdy cardboard box with secured taping. to ensure that order(s) arrive safely to customers

Unfortunately, damages that may occur while in-transit during delivery are unpredictable. EVE PINK is not liable for any item/package or outer box/case damages incurred during transit, and we are not liable for any packages once it has been scanned as delivered.

If the light stick suddenly does not work or is having problems with batteries - it might be a problem with the way the batteries are inserted.

Please refer to the instruction manual and check if the batteries are positioned in the correct direction before contacting us. If further assistance is needed with this matter, there are various videos on YouTube so please check them for better instructions. In most cases, it helps solve many issues with the batteries.

As time goes by, if there are issues with the light stick not turning on, even with new batteries, the light stick may have a problem with the battery adapter tube. These are available to purchase on many online retailers/platforms, so it is convenient for customers to replace faulty ones. EVE PINK is not responsible for any replacement for any issues stated above.

To file any Claim:

For us to determine the validity of these claims, we kindly ask all customers to record an unboxing video of opening the entire package from start to finish without any editing on the video. 

Please remember to film an unboxing video, check the product condition immediately upon receipt, and contact our customer service for faulty products, defects, or any other issues within 7 business days of delivery date.

1. Start from unboxing the shipping box showing our shipping label.

2. Must show the album/product is still sealed and wrapped in bubble wrap.

3. Unboxing progress of the album/product from start to finish.

4. Must show all contents inside the albums/product.

Please make sure to film the album/product while you are opening to have your own proof in-case you did not receive a photocard or any other content inside that were supposed to be inside the product.

If you are missing content inside then please send us the unboxing video (MUST show from start to finish as explained above) with your order number via email at customservice@shopevepink.com then our customer service team will investigate your order.

Please be aware that without the unboxing video, it is extremely difficult for us to help you in assisting regarding the issue.

Therefore, to claim any missing items inside the album/product, it must be filmed in an unboxing video from start to finish as we have explained and provided to us.

Please note that the outbox of the album is mainly used for protective reasons. Even though our Quality Control team inspects all items before shipping, EVE PINK can not be responsible for any scratches and dents that may occur while in-transit from the manufacturer in South Korea or once it is shipped to our customers.

Therefore, we try our best to inspect your item as our shipping team wraps the product safely and securely as possible.

EVE PINK is not liable for any damages that may occur while in-transit during the delivery service by the shipping carrier or internal manufacturing defects.

Moreover, while we will try our best to assist you in resolving an issue, it is not guaranteed for the damaged/missing item to be replaced by the manufacturer.