FAQ

In our FAQ (frequently asked questions) you will find answers to the questions we are asked most often.

• Products that we have in stock are shipped within 2-3 working days in Germany.
• With us you will receive some limited pre-order benefits such as Makestar photocards!
• Pre-order posters are always shipped rolled.
• K-Pop albums & merchandise are securely packed in bubble wrap and sent by sent.
• Our customer service is available to you via email, Instagram and customer chat and will respond to you as quickly as possible.

When and how can we reach our customer service team?

Our customer support is available by email (service@tokki-shop.de), customer chat, Instagram (tokkishop.de) and by phone in German and English on all working days from Monday to Friday except weekends and Hessian public holidays.

If we are not available by phone, please send us an email stating the order number and your request.

Are the K-Pop items (e.g. albums, photocards, lightsticks etc.) in the TOKKI-SHOP original?

The product you want to buy is sold out. What now?

It is best to register for our notification service with your email address. This field will be displayed directly above the respective product description. You will then be automatically informed as soon as the desired product is back in stock in the online shop.

Can I also request products that are not currently available in the TOKKI SHOP?

Yes, of course we would be happy to. We will then check whether the product is available from our dealers in Korea. Simply send us an email with the subject "Request" to service@tokki-shop.de .

How does the loyalty points system (TOKKI-POINTS) work?

TOKKI POINTS are automatically awarded after the order has been placed for every euro of the net order value spent. So for every €1 net, you receive 1 TOKKI POINT.

You can redeem the TOKKI-POINTS for vouchers at TOKKI-SHOP.

For more detailed information, please click on the pink button labeled "TOKKI-POINTS" at the bottom right of the screen on our homepage.

When does TOKKI-SHOP ship your order?

We ship all orders via DHL as soon as payment is received. It usually takes about 2-3 working days for your order to arrive within Germany. Shipping to other EU countries takes about 5-10 working days.

If your order has not arrived within 7 working days of dispatch, we will be happy to place a tracking order with DHL and check the shipment status again from our side. In this case, simply send an email with the order number to service@tokki-shop.de. We will get back to you as soon as possible.

Are deliveries also possible to DHL Packstations?

Shipping to DHL Packstations is possible within Germany. Please enter your postal code and the Packstation number in the delivery address.

Are there any additional costs after ordering?

You pay all costs directly when ordering and there are no further costs after that. There are also no customs fees for you. Our warehouse is located in Germany. You can find a detailed list of our shipping costs under Shipping and Payment Conditions.

There is something missing from your album, but it was mentioned in the product description. What should you do?

We of course check the K-Pop albums and all other products for completeness and condition before shipping, but unfortunately we can only do this to the extent that the outer packaging (in the case of albums, this is usually a plastic film to protect the contents) allows. Most inclusions such as photo cards are in the photo book of the album and are therefore usually not visible until the protective packaging is removed. So if you find that something is missing from the album after removing the protective packaging, we assume that there was a production error during manufacture in Korea.

Please note that your right of withdrawal expires as soon as you remove the protective packaging of an album (or any other product)!

If you are unsure whether it is a production error, please send us pictures or video material of the unboxing of the package to service@tokki-shop.de and we will take a closer look.

Pre-Order:

What exactly is a pre-order?

So-called "pre-orders" are pre-orders from Korea. Most K-Pop products are announced a few weeks or months before the official release date and can be pre-ordered. Some pre-orders include exclusive goodies (e.g. limited pre-order photocards or posters, etc.) that can only be obtained during the pre-order phase. You can find out whether there are additional goodies for your pre-order in the product description.

Are you wondering why you haven't received your pre-order yet?

After the product's official release date, it will be shipped to Germany from our dealers in Korea. After release, it usually takes about 7-14 days for the product to arrive in Germany. However, there may also be delays on the part of the Korean dealers or customs authorities.

Orders that contain both pre-order products and products that are available for immediate delivery will be shipped together if they are ordered together. We therefore recommend ordering pre-order products and products that are already available separately if possible to avoid longer delivery times.

K-Pop albums that contain special limited pre-order photocards (Store POBs) such as those from Makestar or Soundwave usually arrive a little later from Korea than albums that do not contain special extra pre-order photocards. For these album versions, shipping from Korea usually takes a little longer than for regular albums without special additional pre-order benefits. The estimated delivery time is in the product description under the release date.