Refund Policy

Damaged, Defective, or Incorrect Items

We carefully inspect every order before it leaves our warehouse. If you receive an item that is damaged, defective, missing, or different from what you ordered, please contact us within 5 days of delivery at shop@kpopupusa.com. Our team will review your claim and, if approved, provide a replacement (subject to availability) or issue a refund.

To help us process your request as quickly as possible, please include the following:

• Contact us using the same email address used to place your order.

• Use the subject line: "Order Issue – Order #XXXX" (replace XXXX with your order number).

• Attach an unedited unboxing video that begins before the package is opened and clearly shows the entire unpacking process, including all contents and the shipping label.

• Include photos of the item(s), if applicable, along with a brief description of the issue.

Please note that for hygiene, safety, and authenticity reasons, all opened or used products are non-refundable and cannot be returned or exchanged unless the item is confirmed to be defective or shipped in error.

Our support team will review your request and respond as soon as possible.

Thank you for shopping with KPOP UP!