[09.28.2021] USPS officially announced that throughout the US "temporarily increase prices on all commercial and retail domestic packages because of the holiday season and its increase in mail volume." Due to this increase in the volume of mails, limited postal transportation, low staffing, customers will be experiencing delays in updates for tracking status and delayed delivery. Please acknowledge this matter with USPS and since this is out of our control, please understand the delays and we apologize for the inconvenience. (CLICK FOR MORE INFO)

FAQ

Evie Mascot - Here to help

Orded Related Questions

● Pre-Orders

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Due to the pandemic COVID-19, there are heavy delays in shipments coming from Korea. In some cases due to shipment delays, it may take up to 3-5 business days or 1-3 weeks for us to receive it once the product is released in Korea.

Without any delays,

When the product is released in Korea (Expected Release Date is listed in the Product Description), it usually takes us 1-5 business days or in certain cases, it may take up to a week to receive the shipment.

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

DEPENDING ON THE VOLUME OF PRE-ORDERS : PROCESSING TIME COULD BE DELAYED UPTO 1-3 WEEKS.

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

● FOLDED vs UNFOLDED POSTER

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

FOLDED:

For FOLDED poster, we receive our posters rolled up from the manufacturer so if you choose the FOLDED option, we fold them manually. 

We guarantee you that our shipping team tries their best carefully not to damage the poster while they are folding it but once it is folded, it automatically creates creases around the poster.

However, since the poster is made of paper, it may be damage dwhile in-transit which is out of our control.

We try to avoid folding into no more than 4 sections. However, depending on the size and packaging, we will fold them into 6-8 sections if necessary to avoid any damages.

If you don't mind taking a risk then please process with the FOLDED option, but we can't guarantee the condition of the poster when it arrives. Eve Pink is not responsible for any damages occurred during the shipping. No refunds or exchanges will be allowed if a FOLDED poster is damaged.

UNFOLDED:

If you choose the UNFOLDED poster option, shipping cost increases since it is shipped out separately in a tube.

To prevent any damages towards the poster(s), please order them as UNFOLDED. It is the best and more secure way!

● Order Processing Time

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Most of the orders will be processed within 1-3 business days (excluding orders that's placed after 2 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 2 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 Order (address change, item change, qty change, etc.)

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If any order 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. PLEASE 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 item(s) and shipping cost, prices will vary.

◎ In-Store Pickup Questions

● In-Store Pickup Processing Time

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PROCESSING TIME:

Once an 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.

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 In-Store 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)

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

● In-Store Pickup Timeframe

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We highly recommend customers to pick up their orders within 2 weeks from the date you receive an email notification informing you that your order is available and ready for pickup. Please understand that we have limited storage at each location.


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


Thank you for your understanding.

◎ Shipping & Delivery Questions

● Shipment Processing Time

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Due to COVID-19 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 guaranteed delivery date. We will try our best and thank you for 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.

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 the 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 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.

● Shipping Rates and Delivery Estimates

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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.

● Shipment Confirmation and Tacking

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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 is normally updated within 24-48 hours. If an order is returned to us, we will proceed to refund your order excluding shipping fees. For further assistance regarding this matter, please email us at customservice.evepink@gmail.com

● Wrong Delivery Address

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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.

● Package Lost or Stolen

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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.  

● International Shipping

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

◎ Returns and Exchanges

● Returns and Exchanges

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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.

● Received Incorrect Album/Product

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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.evepink@gmail.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.

● 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 5-10 business days for it to be issued back to the original payment.

◎ Product Defect Related Inquiry

● External - Damaged/Defected

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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.

***

* 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.

● Internal - Manufacturing Defect/Missing/Duplicate items inside the Product

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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.

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.

● Missing Items in Older/Reprinted Albums or Products

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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.

● Lightstick Malfunction

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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.

● How to file a Claim

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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.evepink@gmail.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.

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Hi EVIES!

If you have any specific requests for a pre-order benefit or Exclusive Gift (EXCLUDING WEVERSE GIFT - RANDOMLY GIVEN) or certain version of the poster (order with UNFOLDED or FOLDED poster option), please leave a comment on the Special Instructions for seller section and email us at customerservice.evepink@gmail.com with your order number.

If it is available, our shipping team will try our best to fulfill your request! However, please keep it mind that it is not always guaranteed.

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