Stay Informed: Track Your Order with Ease

At Bak Bak K-Pop Store, we collaborate with various shipping carriers, including CTT, GLS, DPD, UPS, and VASP/Zelo, to ensure efficient delivery across different regions.

To optimize local deliveries, some of these carriers can utilize regional partners. For instance, GLS local services use Transportes de Braga in certain areas.

Additionally, please note that our legal business name is Quental & Martins Lda. Therefore, it’s possible that notifications or delivery slips may display this name instead of “Bak Bak K-Pop Store”.

If you receive a delivery notice from a name you don’t recognize, such as “Quental & Martins Lda” or a local transport company, rest assured it is likely associated with your Bak Bak order. Should you have any doubts or require further clarification, please don’t hesitate to contact us.

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 filling the form available on this 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” or “Completed”, 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, please contact our customer support by filling out the form below. We’ll be happy to assist you in tracking your order.

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.

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 or by filling out the form below. 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 or by filling out the form below for assistance.

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 or by filling out the form below. We appreciate your cooperation in resolving such situations to ensure a positive shopping experience.