ALBUM

Product Inquiries

How to Inquire about Products Please contact us via 1:1 chat through the Customer Center or email us at cs@hellolive.tv.
Multiple Purchases of Random Items When purchasing multiple random items, we will try to ensure that they are not duplicated. However, please note that due to the nature of random shipping, duplicates may still occur.
How Product Weight is Measured Product weight is measured based on both the actual weight and the volumetric weight.

Delivered but Not Received If your order shows as delivered but you have not received it, please contact the shipping carrier directly. For domestic orders, please reach out to CJ Logistics. For international orders, contact your local post office.
Split Shipment For domestic shipments, large orders may be split into multiple boxes. For international shipments, each order will be shipped in a single box.
Customs Duties for Large Orders Even if each purchase is small, simultaneous large orders may be combined and could incur customs duties.
Order Hold Holding a shipment for an order is not possible. All orders will be shipped simultaneously according to the designated shipping schedule.
Damage or Loss During Shipping For damage or loss during shipping, please contact the delivery carrier directly. Domestic: CJ Logistics / International: Your local post office.
Tracking Your Shipment Once your tracking number is issued, you can check it in your order history under MY BOX. For domestic shipments via CJ Logistics, tracking updates immediately. For EMS international shipments, it may take more than 1 day for tracking information to appear.
Combined Shipping Combining multiple separate orders into one shipment is not possible. Each order will be shipped individually.
Shipping Weight Limits If you purchase a large number of items at once, the order may not be processed due to weight limits. Please adjust the quantity and try ordering again.

Exchange and Return Procedure You can request an exchange or return within 7 days of receiving the product. Please contact us at cs@hellolive.tv for assistance. Exchange eligibility is subject to our Claims Policy.
Defects in Event/ Benefits If there are defects in event benefits, exchanges are possible if reported within 7 days of receipt. Please refer to the Claims Policy for detailed conditions.
Returning Bonus Items with Returns When returning a product, all bonus items received with the product must also be returned for the return to be processed.
How to Return a Product Before sending back a product for exchange or return, you must first contact hellolive. If a product is sent back without prior notice, it may be rejected, or the exchange/return may not be processed. After contacting us, we will dispatch a return courier to your address.
Return Shipping Fee for Change of Mind For returns due to a change of mind, a round-trip shipping fee will be charged.
Album Case Damage Album cases are considered protection for the product and are not eligible for exchange or return.

Wholesale and Bulk Purchase Discounts Wholesale purchases are available for domestic delivery only and require a valid Korean business registration certificate. For wholesale inquiries, please contact cs@hellolive.tv.
Non-Member Purchases Purchases cannot be made without membership. Please sign up before making a purchase.
Payment Methods For domestic purchases: Credit Card / Naver Pay / Kakao Pay. For international purchases: Credit Card, PayPal, and Alipay+ are supported. Please refer to the payment page for more details.
Changing Payment Methods Payment methods cannot be changed after an order is completed. If you need to change the payment method, you must cancel the order and place a new one. Please note that cancellations are not allowed for certain event products.
Gift Card Cultural Gift Cards are not accepted at hellolive.
Refund Timeline Refunds may take 3–7 business days (excluding weekends) after the cancellation is processed. Please contact your card issuer for the exact refund timing.
Automatic Order Cancellation (Commerce Products) Your order may be automatically canceled under the following circumstances: Payment was not completed successfully.
The product sold out during the order process.
The shipping address is undeliverable.

Offline Stores hellolive does not have an offline store at this time. Please make purchases online.
Chart Reflections (Hanteo and Circle Chart) Albums purchased on hellolive are counted toward both Circle Chart and Hanteo Chart rankings.

Last updated 1 month ago

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