FAQs

If your order includes only in-stock items, it usually ships within 1–3 business days after purchase.

If your order contains pre-order items, it will be shipped once all pre-orders have been released and arrived from Korea. Pre-orders typically ship around 3–4 weeks after the release date.

You can check the release dates for current pre-orders on our “Where’s My Order?” – Pre-Order Release List page, which shows when each item is due to release and when it’s expected to ship.

All parcels are sent tracked, and some services may require a signature on delivery depending on your location and shipping method. Once your order has been dispatched, you’ll receive an email with your tracking number, so you can follow your parcel’s journey.

Pre-orders let you reserve upcoming K-pop releases before they officially launch. Each pre-order product page lists its official release date, which is when it’s released in Korea — not when it ships from us.

After the release, we usually receive stock from Korea within 3–4 weeks, and your order is then prepared for dispatch. If your order includes multiple pre-order items, we’ll ship everything together once all items have arrived.

Once your parcel is ready, you’ll receive a shipping confirmation email with a tracked (and sometimes signed-for) delivery number so you can follow it right to your door.

You can also check current pre-order release dates anytime on our “Where’s My Order?” – Pre-Order Release List page.

By default, we ship your order in one parcel once all pre-order items have been released and arrived from Korea.

If we sent your in-stock items out first for free, we would be charged twice for shipping the goods to you, which isn’t sustainable for us as a small business.

However, we’re more than happy to send your in-stock items separately if you purchase an extra shipping label here: Additional Shipping – Send Items Separately .

After you’ve bought this, please either:

• Leave a note at checkout with your order number and which items you’d like sent, or
• Email us at customer.services@hobiego.com with your order number and the items you want shipped first.

We’ll then pack and send your in-stock items as a separate tracked (and sometimes signed-for) parcel, and your remaining pre-order items will ship once they’re ready.

Yes! We ship to customers all around the world, so K-pop fans everywhere can access their favourite merchandise.

All international parcels are sent tracked, and in some cases, a signature on delivery may be required depending on your country and courier service.

For most countries, customs duties, import taxes, or handling fees are not included in the product or shipping price. These are charged by your local customs office and are the responsibility of the customer.

However, for the USA, we ship using DDP (Delivered Duties Paid) wherever possible. This means that any applicable import charges are handled in advance, so there should be no surprise customs bills when your order arrives.

When ordering internationally, please also make sure to provide a contact phone number at checkout, as many international delivery services require this to successfully deliver your parcel.

Shipping costs are calculated automatically at checkout based on your location, currency, and the weight of your order. You’ll always see the exact shipping price before you confirm your purchase — no hidden fees.

We work hard to keep our UK and international shipping rates as fair as possible, while ensuring parcels are sent tracked and securely packaged for safe delivery.

If you’re ordering a larger or mixed parcel (for example, a lightstick and albums together), costs may vary slightly depending on the total weight and your country’s postal restrictions.

Delivery times depend on your location and the shipping method chosen. Once your order has been dispatched, you’ll receive an email with tracking details so you can follow your parcel every step of the way.

For UK orders, we typically use Royal Mail Tracked 24, which usually arrives within 1–2 business days after dispatch, though this can sometimes take a little longer during busy periods.

Typical delivery times after dispatch are:

• UK: 1–3 business days (Royal Mail Tracked 24 in most cases)
• Europe: 5–12 business days
• USA & Canada: 7–15 business days
• Australia & Asia: 10–20 business days

During peak seasons or for large pre-order waves, delivery times may take a little longer, but we’ll always ship as quickly as possible once your items are ready.

Yes — everything we sell is 100% official and authentic K-pop merchandise. We work directly with trusted Korean distributors and suppliers to ensure that all albums, lightsticks, and merchandise are genuine and sourced only through official channels.

Every item is imported directly from South Korea, carefully checked on arrival, and shipped securely to you.

We never buy pre-owned goods or photocards from anyone outside our official suppliers, so you can be 100% confident that everything you purchase from HobiEgo is brand new and officially licensed.

We do not sell replicas, unofficial merchandise, or fan-made items — only official releases from Korean entertainment companies and their authorised partners.

For in-stock items, we aim to dispatch all orders within 1–3 business days after receiving them.

If your order includes pre-order items, dispatch will take place once all pre-orders in your order have been released and arrived from Korea. This is usually around 3–4 weeks after the official release date, depending on supplier schedules and customs clearance.

If your order hasn’t been sent yet, please double-check your full order in your confirmation email or account — there may be a pre-order item you’ve forgotten about, which will delay dispatch until it’s ready.

Once your parcel is dispatched, you’ll receive an email confirmation with your tracking number, and your order status will update to “Fulfilled” on your HobiEgo account.

We accept all major credit and debit cards, PayPal, Shop Pay, and other secure online payment methods supported by Shopify Payments.

All transactions are fully encrypted and processed securely, so your payment information stays safe.

If you experience any issues during checkout, please contact us at customer.services@hobiego.com and we’ll be happy to help.

Once an order has been placed and confirmed, it begins processing quickly — so we can’t always guarantee cancellations or changes.

If you’ve made a mistake or need to update your order, please contact us as soon as possible at customer.services@hobiego.com with your order number and details of the change.

If you’d like to add more items, we can’t manually edit your original order, but you can place a new order and ask us to combine them.

As long as your first order hasn’t been dispatched yet, we’ll pack them together and refund any extra shipping cost you’ve paid. Just leave a note at checkout or email us with both order numbers so we know to combine them.

We’ll always do our best to help, but if your order has already been packed or shipped, we won’t be able to make any changes at that stage.

At HobiEgo, we always aim to provide you with authentic, high-quality K-pop merchandise, but we know that occasionally issues can occur. Please take a moment to read our returns and refunds policy below.

We do not accept returns or offer refunds for:

• Photocard preference: We cannot offer refunds or returns if the album you receive doesn’t contain a specific photocard or random inclusion you wanted. Photocards, postcards, and other random items are packed directly by the manufacturer, and we have no control over which version you receive.
• Photocard returns: To protect authenticity and prevent swapping, we do not accept returns on photocards under any circumstances.
• Minor outer case damage: The outer case, box, or magazine cover is primarily designed to protect the merchandise. We are unable to offer exchanges or refunds for minor dents, scratches, or discolouration to outer packaging.

Proof of unboxing

To be eligible for a refund or return, we ask customers to film their unboxing, clearly showing the condition of the parcel and its contents as it is opened. This unboxing footage helps us verify and resolve any claims involving damage or missing items.

Damaged or incorrect items

If your order arrives damaged or incorrect, we’ll do our best to fix it right away.

1. Contact us within 14 days of receiving your order at customer.services@hobiego.com.
2. Include clear photos or video evidence, along with your unboxing video if possible.
3. Our customer service team will review your case and provide instructions on how to return the item or receive a replacement/refund if applicable.

Please note that return postage may be required unless the item was sent in error or arrived damaged.

Refund process

Approved refunds will be issued to the original payment method used at checkout. Processing times may vary depending on your payment provider or bank. We’ll always notify you once your refund has been processed.

We appreciate your understanding of these policies. HobiEgo is a small, passionate K-pop team that works hard to make every fan’s experience a great one — thank you for supporting us! 💜

HobiEgo is a UK-based, family-run K-pop store dedicated to bringing official K-pop merchandise to fans around the world.

We specialise in albums, lightsticks, photocards, plushies, and exclusive official goods imported directly from South Korea. Every item we sell is 100% authentic, sourced from trusted suppliers and distributors to ensure genuine quality and official licensing.

Our mission is simple — to make K-pop merch more accessible, affordable, and trustworthy for fans everywhere, while building a friendly and supportive K-pop community.

Thank you for supporting our small business and helping us share our love for K-pop with the world! 💜

Follow us on Instagram (@hobiego) for restocks, pre-order updates, giveaways, and K-pop news — we love connecting with our customers and fellow fans!

If you need help with your order, have a question about a product, or just want to reach out, our team is always happy to help!

You can contact us through the Contact Us page on our website or email us directly at customer.services@hobiego.com.

We aim to reply to all messages within 24–48 hours (Monday–Friday). During busy release periods, replies may take a little longer — but we’ll get back to you as soon as we can.

You can also reach us on Instagram (@hobiego) for quick updates, restock alerts, and community news.