Due to the pandemic and upcoming holidays, there are heavy delays in the shipment coming from Korea. However, MOST of in-stock orders will be processed within the same or next business day (excluding Saturday, Sunday) on a first-order, first-serve basis and will be packaged for delivery IF YOU ORDER BEFORE 2 PM (CST, Mon-Fri). Keep in mind that even we can ship out ASAP, delivery times will not be guaranteed. Thank you for understanding and waiting patiently, we will continue to try our best to fulfill all orders. Please check our FAQ for processing time and pre-order item details. Thank you Evies!

FAQ

Evie Mascot - Here to help

Order Questions

● Pre-order items

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Due to the pandemic, there are heavy delays in the shipment coming from Korea. Sometimes there will be a case of delaying up to 3-5 business days once it releases in Korea. We will try our best and thank you for understanding! 

When it was normal days,

Once it releases in Korea (release date listed in the product description), it usually takes us 1-3 business days or in certain cases, it may take up to a week to receive the shipment.

Then we begin fulfillment processing on a first-order, first-serve basis. Once it ships, you will receive a confirmation email regarding your order. 

IMPORTANT: If you order any pre-orders with in-stock albums, it will be held until all albums are ready to be shipped or pick up at a specific location you choose.

● Folded and Unfolded Poster

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For FOLDED poster, we receive our posters rolled up from the manufaturers so if customer choose a FOLDED version, then we have to fold them manually. 

We guarantee you that our staff tries their best not to damage the poster while they are folding them but once its folded, it automatically creates creases around the poster.

However, since its made of paper, it can cause damage during the transit which we can't control. And we even already tried to put bubble wrap around the poster, it is still very easy to get damaged during the delivery.  

To save customers with extra fees on the shipping, we made an option for FOLDED poster because if you choose UNFOLDED, shipping cost increases due to separate shipping. 

We try to avoid folding into no more than 4 sections since we understand your love towards the posters. But with further discussion and damages towards the poster, now on, we will fold them into 6-8 sections which could fit well into the packaging and to avoid any further damages.  

But, if this problem continuously occurs, we will decide to remove the FOLDED option or have to fold them into more than 6-8 sections so it can securely fit well into the packaging. We will try our best to improve on this matter.

If you don't mind taking a risk then please process as FOLDED, but we can't guarantee good condition of the poster when it arrives. And we can't be responsible for the damage while it could occur during the shipping.

However, if the problems continuously occur, then we will decide to remove the folded option.   

If you choose UNFOLDED poster, shipping cost increases since it needs to go out separate shipping.          If you do not want any damages towards the poster, please order them as UNFOLDED. That's the best and secure way :)

● Order processing time

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Most of the orders will be processed within 1-2 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.

For example,

if you place an order on Friday after 3 PM, all day - Saturday or Sunday, it will be ready to ship out on either following Monday or Tuesday. 

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

● Order confirmation email

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

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

Feel free to contact us and we will investigate the matter.

● Adjust or cancel orders (address change, item change, qty change, etc.)

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At these times, customers are unable to cancel an order after the order has been submitted; so please order carefully.

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

● Prices (In-store vs. Online)

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Depending on the items and shipping cost, prices will vary.

In-store Pickup Questions

● In-store pickup processing time

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PROCESSING TIME:

Once in-store pickup order has been submitted, please allow 2-3 BUSINESS DAYS (excluding any orders placed on Friday after 12 PM, 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, Saturday or Sunday, it will be ready by either following Monday, 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.

Under the Harris County regulations, we are allowing 5 -10 customers to come in at a time excluding in-store pickups.

Once your order is ready for in-store pickup, a SECOND email notification will be sent to the email address provided at checkout.

STORE HOURS (BELLAIRE / KATY) : Monday - Thursday (11 AM – 7 PM), Friday – Sunday (11 AM – 8 PM)

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

● How Does Eve Pink pickup work?

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

Then, please visit our selected location to pick up your order during those dates/hours below.

STORE HOURS (BELLAIRE / KATY) : Monday - Thursday (11 AM – 7 PM), Friday – Sunday (11 AM – 8 PM)

Under the Harris County regulations, we are allowing 5-10 customers to come in at a time excluding in-store pickups.

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

Shipping & Delivery Questions

● Shipment processing time

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Due to the pandemic, there are heavy delays with the USPS. Sometimes there will be a case of delaying up to 5-7 business days more even with the gurantee delivery date. We will try our best and thank you for understanding! 

Most in-stock orders will be processed within 1-2 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.

For example,

if you place an order on Friday after 3 PM, all day - Saturday or Sunday, it will be ready to ship out on either following Monday or Tuesday.

Once we create the shipping label, you will receive an email regarding the details. Then, please allow 1-2 days to get an update on the tracking status.

If we experience an unexpected delay on the shipment coming from Korea 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 releases 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.

● Shipping rates and delivery estimates

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For now, we will only use US Postal Service / UPS Ground to ship out orders within the 50 States (not including Territories of the United States).

Please keep in mind, delivery delays can occasionally occur due to many reasons. Also, during the holiday season, it may impact delivery time. Once you receive the tracking number, you can check when your shipment will arrive within 24 hours.

● Shipment confirmation and tracking

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

Please keep in mind, tracking gets updated within 24 hours. If the order is returned to our store, we will proceed refund excluding shipping fees. If you would like to still purchase the item, you would need to place a new order.

● Wrong delivery address

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For any reason, if you input the incorrect delivery address or absence at the time of delivery; we are not responsible if the item is returned.

● Package lost or stolen

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Eve Pink is not responsible for loss or stolen packages after delivery.

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.

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.  

● International shipping

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At this moment, we don’t offer shipping internationally. We hope to expand our store to customers who are overseas that share our love of K-Pop.

Returns and Exchanges

● Returns and exchanges

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

● Damages and defective items

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Before we send out any orders, we always inspect each item to assure top quality and no damages.

We make sure to use protective materials to secure and maintain a safe delivery. However, if any damages occur during delivery, we are NOT responsible for any damages that occurred during transit.

Also, any damages or defects occurred within internally, it’s considered a manufacture defect which we are NOT responsible for. Please keep in mind, each product is sealed and unopened directly from Korea.

● Payments and refunds

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

For any refunds, please allow within 5-7 business days for it to be issued back to the original payment.

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Hi EVIES!

If you have any specific requests for a pre-order benefit / exclusive special gift or certain version of the poster (order with unfolded or folded poster option), please leave a comment on the special instructions for seller section or email us at customerservice.evepink@gmail.com with your order number.

Then, if it's available, our Eve Pink shipping team will try our best to fulfill your request!

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