Shipping policy

  1. Origin and Shipping Fee:
    • All items will be shipped from South Korea.
    • The shipping fee depends on your destination and package weight. To determine the shipping fee, add items to your cart and fill out your address. Our system will automatically display your shipping fee.
    • Processing time is mostly 1-2 days, and we do not ship on weekends and holidays.
    • If you need to cancel a processed order, a cancellation fee may apply.

  2. Shipping Methods:
    • [Domestic]
      CJ 대한통운 :       Usually takes 2 to 5 business dyas to arrive, but may take longer due to circumstances at the destination area.
    • [United States]
      FedEx Express Shipping : Usually takes 3 to 7 business days to arrive, but may take longer due to circumstances at the destination area.
    • [Overseas (Except for United States)]
      EMS :       Usually takes 3 to 7 business days to arrive, but may take longer due to circumstances at the destination area.
  3. How to Track:
  4. Pre-order:
    • If you ordered with pre-order items, your package will be shipped once all items are ready to ship. Check the release date of pre-order items.

  5. Custom Duty / Tax:
    • Custom duties and tax are not included in our price. Depending on your country's customs and tax policy, additional taxes and fees may apply. We are not responsible for any additional charges. Check your country's custom policy before purchasing.
    • In case of return due to non-payment of customs duties or refusal to pay, a refund is not possible. Furthermore, you will have to pay for the customs duties and return fees incurred during the delivery and return process.

  6. Delay:
    • Shipping may be delayed during special seasons such as Black Friday, holidays, etc.
    • There may also be shipping delays if your package is subjected to customs clearance.

  7. Delivery Issue:
    • If your package cannot be delivered due to issues such as absence of the addressee, insufficient or wrong address, we cannot refund. We will reach out to you, but please note that we will not be able to take responsibility for the packages. Shipping fee will not be covered by us, and the customer will be charged the return shipping fee. Customers should check tracking results regularly and try not to miss the delivery.
    • The issue from the local shipping company needs to be addressed directly with the local shipping company.

  8. Damaged / Missing / Wrong Items:
    • If your package arrived with damaged, wrong, or missing items, keep all packaging materials for investigation.
    • The allowed period for filing a claim is 7 days from the arrival day.
    • For all claims, an unboxing video including a clear view of shipping package is required. Details are available in Claim Policy (click).
    • When filing a claim, please fill out the following information below and send it to the customer center email cs@hellolive.tv along with the unboxing video :
      - Order Number :
      - Name :
      - Order account : ex) hellolive@hellolive.shop
      * If you ordered as a non-member, please fill out the email address used upon purchase.
      - Defect/Missing Item Quantity :
      * Please provide the exact product name and version of the item you purchased for prompt verification.
      ex) hellolive - 1st Mini album hellolive SHOP / Version A / 1ea
      - Reason for exchange request :

  9. Shipping Agency / Forwarding Service Provider Address:
    • Shipment to the delivery agency address is not restricted, however, compensation is not possible in the following situations when using the address:
      • Delayed shipping
      • Damaged / Missing / Wrong item(s)
      • etc.
    • For compensation for the above reasons, please contact the shipping agency / forwarding service provider that you used.

Worldwide shipping

If your country is not listed, please inform us so we can include it in our shipping destinations.