Addresses must be written in English/Romanized English to avoid delays. Specific language characters are not accepted. Customers are responsible for reshipment fees if a package is returned to sender due to invalid address details.

SHIPPING TIMES
Products are shipped by or after the release date.

Shipping and delivery typically takes around one (1) week from the date you receive the shipping notification with your tracking number, NOT when you placed the order.

Shipping schedules are subject to change based on operational circumstances. Expedited shipping methods apply only when the package is handed to the shipping carrier. 

Shipping times do not include the time it takes for the items to arrive to our local fulfillment centers from Korea, or order processing times. Please check product descriptions for shipping timeframes.

U.S. Only Pre-order items are shipped by the release date. 
All other pre-order items are shipped once they arrive in the U.S. from Korea.
Fansign/Video Call orders are shipped after the event day has passed and after the product arrives in the U.S. from Korea.

ADDRESS CHANGE
Before Placing Your Order
hello82.com > Login > Profile Icon > Manage Addresses > Edit

After Placing Your Order
Help Center > Submit an inquiry through the “Contact Us” Form

Once an order has been placed, address changes are only possible before shipping preparation begins. Please reach out immediately to request an address change, with your order number and new address. If the request is sent too late, the address may not be able to be updated. In this case, customers are advised to reach out to the shipping carrier to add a forwarding address or intercept the package. You can find the shipping carrier contact links in the MISSING/LOST PACKAGES section below.

MISSING/LOST PACKAGES
hello82 is not responsible for packages that are late, missing, or stolen in cases caused by the shipping carrier or others. Once we hand over your order to the shipping carrier they are responsible for tracking its whereabouts and getting it delivered to you. 

In cases where the package is marked as "Delivered" but you have not received it, or if there has been no movement in your tracking for a long time, or the tracking status indicates that your package is under investigation, here are some steps you can take:

• Check with housemates/neighbors/building security to see if they received your package.
• Double check your order history and make sure you noted your shipping address correctly.
• Allow at least one day for the package to arrive, in case the shipping carrier marked the packages as “delivered” in advance.
• Contact the shipping carrier for an update on the order to see if it is held up at a pickup point, held in customs, or held at a local post office (contact links below).
• Please file a claim with the shipping carrier. Once the claim is filed, the shipping carrier will initiate an investigation. hello82 cannot file a claim on behalf of the recipient.
• If necessary, please submit an inquiry through "Contact Us" Form, along with the claim details through the shipping carrier and a brief explanation of your issue.

Shipping Carrier Contact Information:

• USPS

• UPS

• APC

• DHL

PARTIAL ORDERS
Multiple-item orders may be shipped from different fulfillment centers, and you may receive your items in separate partial shipments.
Pre-order items will be shipped out once the items arrive in the U.S. from Korea. 

RETURNED TO SENDER

The order may be returned to our fulfillment center due to invalid, insufficient, or undeliverable addresses. If the recipient's name or address is incorrect, or if the recipient's name is not listed at the appropriate address, or if the address requires security check, this could also result in a return. 

If the item is returned to our fulfillment center, you will incur the shipping fee to be sent out again. Receiving the returned parcel at our warehouse might take two to three weeks, and we can reship it at the customer's request when the returned parcel arrives at our warehouse, and the payment of the reshipment fee is completed. 

NOTE: Packages will be automatically disposed of if they are not reshipped within 90 days from the fulfillment date. After that, refund/claim requests may be rejected, and no further action will be taken on your order. 

Please keep this in mind and monitor your shipment status. If the tracking shows "Return to Sender," please promptly contact us for assistance. Please reach out and provide an alternative shipping address in English/Romanized English.

If you no longer want the returned package reshipped, a refund request can be made. Please submit an inquiry through the “Contact Us” Form. Not all submitted claims will be granted. If they are accepted after review, refunds of the product amount (excluding shipping fees) will be processed.

NOTE: For products with separate refund policies, refunds may not be possible, and only reshipment may be available.

TAXES & DUTIES
Nearly every shipment that crosses an international border is subject to the assessment of taxes and duties, and each country determines the assessment of taxes and duties differently.

The customer is responsible for customs and taxes and any additional fees that may be incurred.

hello82 cannot predict or notify customers of any possible customs fees, taxes, or additional charges, and we do not have the ability to mark packages as having "No commercial value" in order to reduce potential duties due.

NOTE: Make sure to research your country's customs requirements to avoid any unexpected fees.