SHIPPING UPDATE: Due to the pandemic COVID-19, there are heavy delays in shipments coming from Korea. However, MOST of in-stock orders will be processed within 1-3 business day (excluding Saturday, Sunday) on a first-order, first-serve basis. Please keep in mind that even though we can ship it out ASAP, delivery times will not be guaranteed. Thank you for your understanding and waiting patiently, we will continue to try our best to fulfill all orders quickly in a well-timed manner. Please visit our FAQ for processing time and pre-order item details.

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 1-3 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 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.

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)

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!

● How long can you hold an order for in-store pickup?

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We highly recommend customers to pickup 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 a limited storage at each locations.

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

Thank you for understanding!

◎ 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 1-3 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 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.

If the customer package does get returned back to Eve Pink, we have to charge another shipping fee to send it back to you. Before we process, we always contact the customers first to get 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 customers package gets forwarded back to us but if it gets lost during the transit, EVE PINK is NOT liable for this matter.

● 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).

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 customers 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 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.

* The outer box/case/cover is made for protecting the product underneath. Small scratches, flaws, discoloration, etc. on the outer box/case/cover may occur during packaging/delivery and cannot be the reason for return or exchange.

● Received Incorrect albums/products

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We truly apologize if the customer received the wrong version or different item.

Please contact us with the picture of wrong item along with an order number to customerservice.evepink@gmail.com then we will gladly to 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 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 5-7 business days for it to be issued back to the original payment.

◎ Product Defect related inquiry

● External - Damaged/Defected

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Before our shipping team sends out each product, we always/guarantee to do an item and package quality check to make sure there are no external damages.

Furthermore, when packing the order, we have several procedures to secure the items in the package. This includes adding bubble wrap, packing peanuts, and the usage of a sturdy cardboard box with secured taping, etc. to ensure that orders arrive to customers without damages.

Unfortunately, damages during delivery are unpredictable. EVE PINK is NOT liable for any item/package damages incurred during transit, and we are not liable for any packages once they have been scanned as delivered.

Certain products (example: SKZ - In Life, ATEEZ - Fever Pt.1, ATEEZ DVD, SHINee - Story of Light) are manufactured in a way where minor damages can be easily occurred during the transit. 

Furthermore, when our albums/products are distributed from Korea, any damages could be incurred since the shipment is delivering internationally. Therefore, we perform quality checks as we receive albums/products from Korea, and guarantee to keep only those that are in perfect/good condition.

Therefore, we will not be liable for any minor scratches, bends, damages, discoloration etc. that could happen during the transit to the final destination on any products including but not limited to outer box/case/cover or any exclusive/pre-order photocards.

1. The outer box/case/cover is made for protecting the product underneath. Small scratches, flaws, discoloration, bent etc. on the outer box/case/cover may occur during packaging/delivery and cannot be the reason for return or exchange.

2. If your product has major external damages that occurred during the transit, it must be unopened and sealed in the original packaging in order to inquire regarding the issue. If the product has been opened, we will not be able to assist further.

● Internal - Manufacture Defects/Missing/Duplicate items inside the product

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Before our shipping team sends out each product, we always/guarantee to do an item and package quality check to make sure there are no external damages.

Furthermore, when packing the order, we have several procedures to secure the items in the package. This includes adding bubble wrap, packing peanuts, and the usage of a sturdy cardboard box with secured taping, etc. to ensure that orders arrive to customers without damages.

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 have any internal issues as above, it is considered as manufacturer's defect. And since we are not the manufacturers - we can't resolve the issue on the spot or fix the problem right away.

Although EVE PINK is not liable for defects from the manufacturer (since we are not the manufacturer), we can help to file a claim to the manufacturers on behalf of the customer for missing/defected items externally.

However, we have to wait for them to respond back to us and this process could take up to a month and even we help to file a claim, it is not guarantee a replacement for the item.

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For more information on how to file a claim - please check below article for the details.

● Missing Items in older/reproduced albums or products

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Please note that older albums, or re-print albums (after it has been discontinued) may not include a photocard since it was only included in first press releases or due to the fact that the photocard is no longer printed 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 - those contents will be no longer included inside the album. Please keep in mind, there is no way to confirm if a particular album is still first press or not, unless it is pre-ordered.

● Lightstick Malfunction

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Before our shipping team sends out each light stick, we perform an inspection to check that they are in good working condition and that there are no damages.

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

That note is guaranteeing the quality of the product and it is our way of proving that the light stick is in good working condition and without any problems.

Furthermore, when packing the order, we have several procedures to secure the items in the package. This includes adding bubble wrap, packing peanuts, and the usage of a sturdy cardboard box with secured taping, etc. to ensure that orders arrive to customers without damages.

Unfortunately, damages 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 they have 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 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 instruction. It really does solve many problems 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 very easy for customers to replace faulty ones. Eve Pink is NOT responsible for any replacement , since our quality inspection occurs before the product is sent out.

● 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 unboxing video of opening the entire package from start to finish without any editing on the video. 

1. Start from the unboxing the Eve Pink Box to show our shipping label

2. Must show the album/products are still wrapped in bubble wrap

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

4. Must showing all contents inside the albums/products

Please make sure to film the products 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 happen to miss a content inside then please send us the unboxing video (MUST from start to finish as explained above) with your order number via email then our customer service team will investigate your order.

Please be aware that without the unboxing video, we can't help to solve any issues.

Therefore, to claim any missing items inside the products must be filmed the unboxing video from start to finish as we explained and provide to us via email.

The outer box for an item is just for a protection meaning it is only made for the actual products. Even our quality control team inspects all items before the shipping, EVE PINK can not be responsible for any scratches and bents that could occur during the transit from Korea or to our customers.

Therefore, we try our best to inspect your items with the inspections team and our shipping team always wrapped the products safely.

We are not liable for damages that could occur during the delivery service or internal defects by the manufacturer. 

Moreover, even we help our customer to file a claim, it is not guarantee a replacement for the item.

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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 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! However, please keep it mind that it is not always guaranteed.

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