FAQ

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

Why should you shop at TOKKI-SHOP?

• Products that we have in stock are shipped out within 2-3 working days within Germany.
• We offer limited pre-order benefits such as store POBs like Makestar photocards!
• Pre-order posters are always shipped rolled - not folded.
• K-Pop albums & merchandise are securely wrapped in bubble wrap and shipped via DHL with a tracking number.
• Our customer service is available for you by email, Instagram and customer chat and will answer you as quickly as possible from Monday to Friday - except for German national holidays.

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

We only sell original and official K-Pop products from South Korea. We take great care to ensure that the goods we import from Korea (and from Japan in the case of Japanese versions) are truly 100% original. So you won't get any fake merch from us! This way we support our idols directly. :)


The product you want to buy is sold out. Now what to do?

The best thing to do is to sign up for our notification service with your e-mail address. This field is displayed directly above the respective product description. You will then be informed automatically as soon as the desired product is back in stock in the online store.


Is it possible to request products that are not currently available in the TOKKI-SHOP?

Yes, of course. We will then check whether the product is available in Korea. Just send us an e-mail with the subject "Request" to service@tokki-shop.de.


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

TOKKI-POINTS are awarded automatically after the order is 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, simply 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 promptly after receipt of payment via DHL. Usually it takes approx. 2-3 working days for your order to arrive within Germany. Shipping to other EU countries takes approx. 5-10 working days.

If your order has not arrived within 7 working days of dispatch, we will be happy to place a tracking request with DHL and check the shipment status again from our end. 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 packing stations?

Shipping to DHL packing stations is possible within Germany. Please enter your postal number and the packing station number in the delivery address.



Are there any additional costs after ordering?

You pay all costs directly when you place your order and there are no additional costs afterwards. There are also no customs charges for you. Our warehouse is located in Germany. You can find a detailed list of our shipping costs under "shipping and payment conditions".


Something is missing from your album, but it has been mentioned in the product description. What should you do?

We check the K-Pop albums and all other products for completeness and condition before shipping, but unfortunately this is only possible as far as the outer packaging (in the case of albums 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 normally not visible before the protective packaging is removed. If you discover 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 this is a production error, please send us pictures or video footage of the unboxing of the package to service@tokki-shop.de and we will take a closer look.


What exactly is a pre-order?

Most K-Pop products are announced a few weeks or months before the official release date and can therefore 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 even though you have completed the payment?

After the official release date of the pre-order product, it will be shipped to Germany by our dealers in Korea. It usually takes about 7-14 days after release for the product to arrive in Germany. However, there may also be delays on the part of the Korean production companies and wholesalers or the German customs authorities.

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

K-Pop albums that contain special limited pre-order photo cards (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 photo cards (Store POBs). The estimated delivery time can be found in the product description under the release date.