F.A.Q

FREQUENTLY ASKED QUESTIONS

About
Shop & Products

Yes, all products sold in the Bak Bak K-Store are original.

All merchandise is official, except those categorized as Fanmade.

Yes, products without the “Pre-order” or “Restock” label are available in our warehouse in Portugal and are ready for immediate shipment.

All Optional Photocards are random, but if you have any preferences, you can also write a list of priorities in Order Notes on the checkout page, and we will try our best to send it to you, depending on our stock.

Yes, all K-Pop albums sold by Bak Bak K-Store count towards Circle Chart / Gaon and Hanteo, as our suppliers are members of the Gaon and Hanteo “family”.

If you bought clothes that are available in more than one size, we can exchange the clothes if they are unworn, unmarked, without stains, odours, have not been washed, ironed, steamed, or ironing.

Yes, if you want a product that is not in our catalogue, you can fill in the form under “Request a Product”.

Apart from the retail costs charged by Korean shops, when we import a product from South Korea to the European Union, there are other factors that affect the price: VAT, the high cost of freight charged by South Korean carriers, customs clearance fees, and packaging and storage costs.

About
Products & Orders

Certainly! If the product you’re interested in is currently sold out, you have the option to join our waitlist. Simply visit the product page and click on “Add to Waiting list.” We’ll send you an email notification as soon as the product is restocked and available for purchase.

Yes, however, in this case, your order will be dispatched when all products in the order are already available in our warehouse in Portugal.

The estimated start date for shipping each pre-order product is available in the “Notice” on the product page. Please note that this date is a prediction and may be subject to change. Shipping timelines can vary, and adjustments may occur at any time. Keep an eye on the product page for the most up-to-date information.

Orders with pre-order products are dispatched as soon as the items arrive at our warehouse. If combined with available products, we ship all items together.

We ship orders with in-stock products within 72 business hours after payment confirmation. Shipping fees include handling, packaging, and track & trace.

Restock products are on their way to our warehouse. Orders with restock products are dispatched upon arrival, either individually or with other available products.

In the rare instance that you receive items different from your order, please reach out to our Customer Support Team immediately at 📧 help@bakbak.eu. We apologize for any inconvenience, and our team will assist you in resolving the issue promptly. Please refrain from removing the product seal or packaging, as it is essential for the exchange process.

If your order arrives incomplete or with missing items, please contact our Customer Support Team promptly at 📧 help@bakbak.eu. We apologize for any inconvenience and will work diligently to rectify the situation. It’s crucial not to alter the product packaging or contents, as we may require specific details for resolution. Your satisfaction is important to us, and we appreciate your cooperation.

Upon receiving your product, we want to emphasize our commitment to preserving the original packaging by not explicitly checking its contents before shipping. Unfortunately, if you discover missing components, it likely stems from a production error. It’s important to note that, similar to industry practices, we don’t receive contents individually and, therefore, might face challenges providing replacements for missing parts. Additionally, removing the protective foil might impact your right of withdrawal, limiting our ability to exchange the product. If you encounter any issues, please contact our customer support team at 📧 help@bakbak.eu promptly for assistance. We are dedicated to finding a resolution together.

About
Shipping

Tracking information is typically sent via email with the subject “Bak Bak K-Store – Track & Trace.” This email will be sent from our support email address: support@bakbak.eu. We recommend marking this contact as trusted to prevent it from landing in your spam folder. Please check your spam folder if you do not receive the email in your primary inbox.

Additionally, you can track your order by visiting our website on the “Track your order” page. Here, you can enter your order number and e-mail, to get the tracking of your shipment (available depending on the carrier). We strive to provide multiple ways for you to conveniently monitor the progress of your delivery.

Once your order status changes to “Shipped”, you will receive an email notification confirming that your order has been dispatched. Please note that it may take a few hours between the status change and the receipt of the tracking code email. The delay is because the shipping process needs to be initiated with the carrier for the tracking code to be generated. The timing depends on the carrier’s system and is beyond our immediate control.

In a separate email, you will receive the tracking code for your order. If you have any concerns or haven’t received the expected notifications, feel free to contact our customer support team at 📧 help@bakbak.eu, and we’ll be happy to assist you in tracking your order.

We ship to almost all member countries of the European Union. For a complete list of countries, please refer to our Shipping Policy page.

The processing time depends on the nature of the product. For items currently in stock at our warehouse, the order preparation time is typically 1-3 business days. However, for pre-order items, the processing time begins once the product arrives at our warehouse. We strive to ensure a swift and efficient processing period to get your order ready for shipment. Orders placed on weekends or public holidays will be processed on the next business day.

Choose from a range of reliable shipping methods during checkout. For a complete list of carries available for your country, please refer to our Shipping Policy page.

Delivery times may vary based on your location and the chosen shipping method. Please refer to our Shipping Policy page.

If you encounter any problems with your delivery, please follow these steps:

  • Contact Customer Support: Reach out to our dedicated customer support team immediately by emailing us at 📧 help@bakbak.eu. Provide details about the issue along with your order number for a swift and accurate response.
  • Tracking Information: If possible, please share the tracking information from the confirmation email titled “Bak Bak K-Store – Track & Trace” sent from support@bakbak.eu. This will aid in identifying and addressing the specific problem.

We understand the importance of your order and are committed to resolving any delivery issues you may encounter. Your satisfaction is our priority. Contact our customer support team for immediate assistance, and we will work diligently to ensure a positive resolution.

We ship products sealed and don’t open them before dispatch, making us unable to detect internal defects. In cases of faults or missing inclusions, we appreciate your understanding.

If you receive a product with visible external damage or suspect internal damage, promptly send photos and videos to our customer support. We’ll assess the situation, and if transportation is confirmed as the cause, we’ll guide you on the next steps, whether it’s a replacement or a refund. It’s crucial not to alter the product packaging or contents as the product must be sealed for us to replace it.

Your swift cooperation in reporting and providing evidence of any damage is crucial. We are committed to your satisfaction and will work diligently to resolve concerns related to damaged items. Contact our customer support team at 📧 help@bakbak.eu for assistance.

You won’t have to worry about any additional customs duties or taxes when shopping with us. The only charges you’ll encounter, aside from the product value, are related to the shipping fees to your residence.

You have the right to cancel your order within 14 days without giving any reason. For information on returns and refunds, please refer to our Returns Policy.

If the carrier is unable to deliver your order and it returns to our warehouse, please note that receiving the package is your responsibility. Failure to do so may result in the package returning to our warehouse.

Undelivered orders may incur additional costs (fines) from the carrier. If you want the package resent, there’s an extra cost for reshipment along with a return fee. Alternatively, we can process a refund, but it’ll be adjusted to cover the return fee and the original shipping fee paid to the carrier.

For assistance or specific cases, please contact our customer support team at 📧 help@bakbak.eu. We appreciate your cooperation in resolving such situations to ensure a positive shopping experience.

Depending on the location, DHL may charge an extra fee. Check if your address is in a remote area on our Remote Area List.

About
Combined Shipping

If you have placed an order for a Pre-order product and wish to place a new order for another product so that they can be shipped together, you can let us know via email at 📧 help@bakbak.eu so that we can generate a free shipping coupon for the new order (combined shipping coupon). However, the order status has to be as “Awaiting Fulfillment” or “Custom Clearance”.

We offer combined shipping with certain guidelines:

  • Box Size and Weight Limits: Combined shipments have size and weight limits. Orders exceeding these limits may be split into multiple shipments.
  • Carrier Compliance: Larger packages may undergo closer inspection, potentially causing delays.
  • Combining Orders: While we strive to combine shipments, certain items may not be compatible for packaging together, leading to separate shipments.
  • Supplementary Fee: Split shipments may incur additional shipping fees, which will be communicated before finalizing the order.
  • Combined Shipping with Pre-order Items: Orders with pre-order products are dispatched when the final item arrives at our warehouse.

Yes, coupons can be used up to 3 times to combine new orders with the original order. 

Combined orders with pre-order products will be dispatched when the final item arrives and is available in our warehouse.

About
Optionals

Selecting gift wrapping is easy! Simply visit the product page and choose from our variety of gift wrapping options before adding the item to your cart.

Yes. The product will be sent already wrapped.

The Bak Bak Gift Wrapping Kit comes with a lovely gift bag, a dedication tag, sisal twine and a Bak Bak sticker. Know more about our Gift Wrap options here.