ALBUM

Product Inquiry

• How to Inquire About Products Please contact us via 1:1 chat support at the customer support or email us at [e-mail].

• 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 The weight of the product is measured based on both the actual weight and the dimensional weight of the item.

Shipping Inquiry

• If Delivery is Marked as Complete but Item is Not Received If your order shows as delivered but you have not received the item, please contact the delivery service directly. For domestic shipments, please contact CJ Logistics. For international shipments, please reach out to your local postal service.

• Split Shipments For domestic orders, large quantities may be shipped in multiple boxes. For international orders, each order will be shipped in a single box.

• Customs Duties and Taxes for Multiple Orders Even if you purchase a small number of items, if you place a multiple order, customs duties and taxes may be applied and combined.

• Order Holds It is not possible to place an order on hold. All orders are shipped simultaneously on the scheduled date.

• In Case of Damage or Loss During Shipping For issues related to package damage or loss, please contact the delivery service. For domestic shipments, contact CJ Logistics; for international shipments, reach out to your local postal service.

• Tracking Shipping Status Once the tracking number is registered, you can check it in your MyBox order history. Domestic shipments via CJ Logistics can be tracked immediately, but EMS international shipments may take over a day for tracking to become available.

• Combined Shipping Combining multiple orders into a single shipment is not possible. Each order will be shipped separately.

• Shipping Weight Limits If you order a large number of items at once, the order may not be processed. Please adjust the quantity of items and try again.

Exchange and Return Inquiry

• Exchange and Return Procedures Exchanges and returns can be requested within 7 days of receiving the item. For exchanges or returns, please contact [e-mail]. Refer to our claims policy to check if exchanges are possible.

• Defects in Event/Promotional Items If you receive a defective promotional item, it can be exchanged if reported within 7 days of receipt. Please refer our claims policy for details on exchange eligibility.

• Returning Promotional Items When returning an item, any promotional items received must also be returned for the return to be processed.

• Returning Items For exchanges or returns, you must first contact hellolive before sending the item back. If you send the item back without contacting hellolive, the return may be refused, or the exchange or return may not be processed. Once you contact hellolive, we will arrange for a return courier to pick up the item from you.

• Return Shipping Costs for Change of Mind If you return an item due to a change of mind, round-trip shipping costs will be incurred.

• Damage to Album Case Album cases are considered as protective packaging and are not eligible for exchange or return.

Payment and Purchase Inquiry

• Wholesale and Bulk Purchase Discounts Wholesale purchases are available only for domestic shipments made by individuals with a Korean business registration certificate. For wholesale inquiries, please contact [e-mail].

• Non-Member Purchases Purchases by non-members are not allowed at hellolive. Please register as a member before making a purchase.

• Payment Methods For domestic payments, hellolive accepts credit cards, Naver Pay, and Kakao Pay. For international payments, we support credit card payments, PayPal, Alipay+. Please refer to the payment page for detailed payment options.

• Changing Payment Methods Payment methods for completed orders cannot be changed. If you wish to change the payment method, you must cancel the existing order and place a new one. For event products with non-cancellation policies, the order cannot be canceled, so please be cautious when making payments.

• Refund Processing Time Refunds may take 3-7 business days from the completion of cancellation to process through the card issuer. For specific refund dates, please contact your card issuer.

• Use of CultureNuri Card CultureNuri Card payments are not accepted at hellolive.

• Automatic Cancellations (Commerce Products) Your order may be automatically canceled in the following cases: - If the payment is not successfully processed. - If the item becomes out of stock during the ordering process. - If the item cannot be delivered to the provided address.

Other Inquiries

• Offline Store hellolive currently does not have any offline stores. Please make your purchases online.

• HANTEO Chart and Circle Chart Integration Albums sold on hellolive are reflected in both the Circle Chart and HANTEO Chart aggregations.

LIVE | REPLAY | 1:1 VIDEO CALL | ALBUM | GOODS | Payment·Refund·Cube | FAQ | APP ERROR