FAQ
In our FAQ (frequently asked questions), you will find answers to the questions that are most frequently asked.
Why should you shop at TOKKI-SHOP?
- Products that we have in stock will be shipped in Germany within 2-3 business days via DHL.
- With us, you can receive limited Pre-Order benefits such as Makestar Photocards and much more!
- Pre-Order posters are always shipped rolled.
- K-Pop albums & merchandise are securely packed in bubble wrap for shipping.
When and how is our customer service team available?
Our Customer Support is available via email (service@tokki-shop.de) and on Instagram (tokkishop.de) on all business days from Monday to Friday, except on weekends and on public holidays in Hesse.
Please provide the order number in case of customer inquiries regarding an existing order.
Our customer service will respond to you as quickly as possible within a few business days.
Are the K-Pop items (e.g., albums, Photocards, lightsticks, etc.) in TOKKI-SHOP original?
The product you want to buy is sold out. What now?
It’s best to sign up with your email address for our notification service. 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 you also request products that are currently not offered in TOKKI-SHOP?
Yes, of course. We will then check whether the product is available from our dealers in Korea. Just send us an email at service@tokki-shop.de.
How does the loyalty point system (TOKKI-POINTS) work?
The TOKKI-POINTS are automatically awarded after placing an order for every euro of the net order value spent. For every €1 net, you will receive approximately 1 TOKKI-POINT.
You can redeem the TOKKI-POINTS for vouchers at TOKKI-SHOP.
For more detailed information, feel free to 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 payment is received via DHL. Typically, it takes about 2-3 business days for your order to arrive within Germany. Shipping to other EU countries takes about 5-10 business days.
If your order has not arrived within 7 business days after shipping, we will gladly file a tracking request with DHL and check the shipment status from our side. In this case, please just send an email with the order number to service@tokki-shop.de. We will get back to you as soon as possible.
Are deliveries to DHL parcel stations possible?
Shipping to DHL parcel stations is possible within Germany. Please provide your postal number and the parcel station including the number in the delivery address.
Will there be any additional costs after the order?
You pay all costs directly at the time of ordering, and there are no additional costs afterwards. There are also no customs fees for you. Our warehouse and shipping center is located in Germany. A detailed list of our shipping costs can be found under our shipping and payment terms.
Something is missing from your album that was mentioned in the product description. What should you do?
We check K-Pop albums and all other products for completeness and condition before shipping, but unfortunately, this is only possible to the extent that the outer packaging (in the case of albums, usually a plastic wrap to protect the contents) allows. Most inclusions like photocards are located in the photo book of the album and are therefore usually not visible before removing the protective packaging. If it is found that something is missing from the album after removing the protective packaging, we assume a production error during manufacturing in Korea.
Please note that your right of withdrawal expires as soon as you remove the protective packaging of an album (or another product)!
If you are unsure whether it is a production error, please feel free to send us video material of the unboxing of the package to service@tokki-shop.de and we will gladly check your concern.
Pre-Order:
What exactly is a Pre-Order?
所谓的“Pre-Orders”是来自韩国的预订。在官方发布日期的几周或几个月前，大多数K-Pop产品已经被宣布并可以进行预订。在某些预订中，包含独家赠品（例如限量的Pre-Order Photocards或海报等），这些赠品只能在Pre-Order阶段获得。是否有额外的赠品可以在产品描述中查看。
Are you wondering why you haven't received your Pre-Order?
After the official release date of the product, it will be shipped from our dealers in Korea to Germany. It usually takes about 7-14 days for the product to arrive in Germany after release. However, there may also be delays on the part of the Korean dealers or customs authorities.
Orders that contain both Pre-Order products and immediately available products will be shipped together if they were ordered together. Therefore, we recommend ordering Pre-Order products and already available products separately to avoid longer delivery times.
K-Pop albums that include special limited Pre-Order Photocards (Store POBs) such as those from Makestar or Soundwave usually arrive a bit later from Korea than albums that do not include special extra Pre-Order photocards. For these album versions, shipping from Korea usually takes a bit longer than for regular albums without special additional Pre-Order benefits. The estimated delivery time is stated in the product description under the release date.
Is there a TOKKI-SHOP location in Frankfurt am Main (or elsewhere in Germany) that can be visited?
TOKKI-SHOP is currently only available as an online shop and does not operate a physical store in Frankfurt am Main anymore. The address listed in the imprint is our warehouse and shipping center. Please understand that no sales take place there and a visit on-site is unfortunately not possible.
However, we are online and available for you at any time – you can shop around the clock through our online shop at www.tokki-shop.de and conveniently order your favorite products. All orders are reliably delivered directly from Germany to your home via DHL.