Frequently Asked Questions

For in-stock items, please allow 1-2 business days for your order to be processed and packed - this does not include shipping times. If there is any issue with your order, we will reach out to you via the email. You will receive a shipping confirmation with a tracking number once your order has been packed and shipped out.

For all pre-order items, please allow 7-14 business days for your order to be processed and packed - this does not include shipping times. If there is any issue with your order, we will reach out to you via the email. You will receive a shipping confirmation with a tracking number once your order has been packed and shipped out.

If you have a discount code, please enter it BEFORE the order is submitted and placed. We cannot apply discount codes or reimburse once you have completed your order.

If you need to make a change to your order, please let us know within 30 minutes of the order confirmation time.

Yes! When we purchase the albums from our suppliers in Korea, they are already counted towards charts, so your purchase with us counts in advance before you even place your order.

We ship anywhere within Canada and the United States.

We use several carriers to ship orders. Our Canadian shipments will ship with Chit Chats or Canada Post and our US shippments will ship with Canada Post Tracked Packet USA.

If you need to change your address, please contact us within 30 minutes of the order being placed. Once a label has been generated - we cannot change the shipping address.

Please double check the shipping address before completing the order.

Please note that we are not responsible for any lost or missing packages but if you believe your package is lost, please email us and we will launch an investigation with the respective carrier.

Kollective Seoul is not responsible for any customs or duties on international orders levied by your country on imported goods. The prices reflected on kollectiveseoul.com does not reflect customs and duties.

Within Canada: 2-8 business days
USA: 3-15 business days

Orders placed online for regular priced items are eligible for exchange or refund within 30 days of the ship date. Items purchased on sale or marked down are eligible for an exchange or store credit only within 30 days of the ship date. All items that are marked as final sale are not eligible for returns or exchanges of any kind. For more details - visit our return and exchanges policy here. Kollective Seoul reserves the right to refuse a return and may not be exchanged if it is in non-sellable condition and will be returned at your expense.

You’ll then get a refund notification email and from that point it may take 5-7 business days for the refund to be posted on your credit card statement.

If you’ve received an item that was defective - please email us within 14 days of receiving your order. Please be sure to include images/videos of the defect and a brief description.

Please contact us right away and we will look into this for you.

After you've placed your order, we'll pack your order and send you a follow up email once it's ready for pick up. 

To pick up your order, make sure you have the confirmation email ready to show.

Your order will be ready for pick up within 1-3 business day and we'll send you an email letting you know your order is ready for pick up. Please note that if you've ordered pre-order items, they will be ready for pick up after a specified time.

We do ask that you pick up your order within 14 days of receiving the Ready for Pick Up email. If it is not picked up within this time, we will unfortunately, issue you a refund and restock the items.