Need help? 

Common FAQ

Thanks for shopping at Fanplay K-pop! We’re so happy to have you here 😀 These are the common questions from our customers. If you can’t find the question you’d like to ask, please feel free to talk to us about it.

We are a Korean team based in Seoul, South Korea. All of our members are K-pop lovers! Why the hell do K-pop goods have to be so expensive? We’ve always thought about it. We are trying to provide K-pop goods that can be enjoyed at the lowest possible and reasonable price without any bubbles. And from the moment you visit our website to the moment you leave, we will always strive to help you to make every moment a special experience. Thank you for always loving and caring for our fanplay.

We ship to Argentina, Armenia, Australia, Austria, Brazil, Belarus, Belgium, Bolivia, Bulgaria, Cambodia, Canada, Chile, Colombia, Croatia, Czech Rebublic, Denmark, Ecuador, Estonia, Finland, France, Germany, Greece, Hong Kong, China, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Korea, Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Myanmar, Netherlands, New Zealand, Norway, Paraguay, Philippines, Poland, Portugal, Romania, Russian Federation, Singapore, Spain, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam.

The delivery country for each item may be different, so please inquire before placing an order to be sure and we will help you as soon as possible.

Your satisfaction is our #1 priority. Therefore, we would do everything in our ability to satisfy your shopping experience in our online shop.

If you did not receive the product within the guaranteed time (maximum up to 75 days excluding 1-5 day processing), you can request a refund or a reshipment. 

**If you have received the item and want a refund, you must return the item you received for a full refund. We are not responsible for any return costs incurred in this case. If you do not return, you can only get a partial refund. (Refunds are set at 20%-50% depending on the severity of the damage to the delivered product and the difference from the photo.)

*You can submit refund requests within 15 days after the guaranteed delivery period (60 days) has expired. You can do it by contacting us.

Refunds

Your satisfaction is our #1 priority. Therefore, we would do everything in our ability to satisfy your shopping experience in our online shop.

If you did not receive the product within the guaranteed time (maximum up to 75 days excluding 1-5 day processing), you can request a refund or a reshipment. 

If you’ve received items that are not as described (e.g., you ordered a 32GB MP3 Player but you received a 16GB MP3 Player), you can request a refund or a reshipment. 

The fan player guarantees free international shipping and use a tracking-enabled shipping plan to ensure that your product is safely shipped to your home. But, you are not eligible for a refund if:

  • You claim you did not receive your order when the shipping company’s records show that you did.
  • You claim the order you received is not as described when the seller can prove it.
  • The item was delivered, but you no longer want it (regardless of the reason).
  • Your order did not arrive due to factors within your control (i.e., providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of Fanplay (i.e., not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of Fanplay

[Important] You can choose between two options: Return Goods – this means that you want to return the item and apply for a full refund, or Refund Only – this means that either you did not receive the item and you’re applying for a full refund or **you did receive the item and you want a partial refund (without having to send the item back). 

**If you have received the item and want a refund, you must return the item you received for a full refund. We are not responsible for any return costs incurred in this case. If you do not return, you can only get a partial refund. (Refunds are set at 20%-50% depending on the severity of the damage to the delivered product and the difference from the photo.)

*You can submit refund requests within 15 days after the guaranteed delivery period (60 days) has expired. You can do it by contacting us.

If you are approved for a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 14 days.

Exchanges & Returns

If you would like to exchange your product for any reason, perhaps for a different size in clothing. You must contact us first, and we will guide you through the steps. An exchange isn’t always possible under the warranty policy. If the product is not available in stock, you will get a full refund instead.

Please do not send your purchase back to us unless we authorize you to do so.

Order cancellation

You can cancel all orders until they are shipped out. If your order has been paid and you need to change or cancel an order, you must contact us before we ship your package. Once the packaging and shipping process has started, it can no longer be canceled.

Once your order has been placed, you will receive a confirmation email with your order name and number. Go to the MY ORDER page, write your name and order number, and check the status of your order.

When your order begins shipping, you will receive an email with a shipping tracking number. You can track your parcel by going to the MY ORDER page and entering the shipping tracking number.

Need help? 

Common FAQ

We are a Korean team based in Seoul, South Korea. All of our members are K-pop lovers! Why the hell do K-pop goods have to be so expensive? We’ve always thought about it. We are trying to provide K-pop goods that can be enjoyed at the lowest possible and reasonable price without any bubbles. And from the moment you visit our website to the moment you leave, we will always strive to help you to make every moment a special experience. Thank you for always loving and caring for our fanplay.

We ship to Argentina, Armenia, Australia, Austria, Brazil, Belarus, Belgium, Bolivia, Bulgaria, Cambodia, Canada, Chile, Colombia, Croatia, Czech Rebublic, Denmark, Ecuador, Estonia, Finland, France, Germany, Greece, Hong Kong, China, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Korea, Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Myanmar, Netherlands, New Zealand, Norway, Paraguay, Philippines, Poland, Portugal, Romania, Russian Federation, Singapore, Spain, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam.

The delivery country for each item may be different, so please inquire before placing an order to be sure and we will help you as soon as possible.

Your satisfaction is our #1 priority. Therefore, we would do everything in our ability to satisfy your shopping experience in our online shop.

If you did not receive the product within the guaranteed time (maximum up to 75 days excluding 1-5 day processing), you can request a refund or a reshipment. 

**If you have received the item and want a refund, you must return the item you received for a full refund. We are not responsible for any return costs incurred in this case. If you do not return, you can only get a partial refund. (Refunds are set at 20%-50% depending on the severity of the damage to the delivered product and the difference from the photo.)

*You can submit refund requests within 15 days after the guaranteed delivery period (60 days) has expired. You can do it by contacting us.

Refunds

Your satisfaction is our #1 priority. Therefore, we would do everything in our ability to satisfy your shopping experience in our online shop.

If you did not receive the product within the guaranteed time (maximum up to 75 days excluding 1-5 day processing), you can request a refund or a reshipment. 

If you’ve received items that are not as described (e.g., you ordered a 32GB MP3 Player but you received a 16GB MP3 Player), you can request a refund or a reshipment. 

The fan player guarantees free international shipping and use a tracking-enabled shipping plan to ensure that your product is safely shipped to your home. But, you are not eligible for a refund if:

  • You claim you did not receive your order when the shipping company’s records show that you did.
  • You claim the order you received is not as described when the seller can prove it.
  • The item was delivered, but you no longer want it (regardless of the reason).
  • Your order did not arrive due to factors within your control (i.e., providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of Fanplay (i.e., not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of Fanplay

[Important] You can choose between two options: Return Goods – this means that you want to return the item and apply for a full refund, or Refund Only – this means that either you did not receive the item and you’re applying for a full refund or **you did receive the item and you want a partial refund (without having to send the item back). 

**If you have received the item and want a refund, you must return the item you received for a full refund. We are not responsible for any return costs incurred in this case. If you do not return, you can only get a partial refund. (Refunds are set at 20%-50% depending on the severity of the damage to the delivered product and the difference from the photo.)

*You can submit refund requests within 15 days after the guaranteed delivery period (60 days) has expired. You can do it by contacting us.

If you are approved for a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 14 days.

Exchanges & Returns

If you would like to exchange your product for any reason, perhaps for a different size in clothing. You must contact us first, and we will guide you through the steps. An exchange isn’t always possible under the warranty policy. If the product is not available in stock, you will get a full refund instead.

Please do not send your purchase back to us unless we authorize you to do so.

Order cancellation

You can cancel all orders until they are shipped out. If your order has been paid and you need to change or cancel an order, you must contact us before we ship your package. Once the packaging and shipping process has started, it can no longer be canceled.

Once your order has been placed, you will receive a confirmation email with your order name and number. Go to the MY ORDER page, write your name and order number, and check the status of your order.

When your order begins shipping, you will receive an email with a shipping tracking number. You can track your parcel by going to the MY ORDER page and entering the shipping tracking number.