GENERAL QUESTIONS
What is PLAY KPOP CAFE?
We are a family-owned store that prides ourselves on being the first store to sell both Official KPOP merhcandise and an assortment of refreshments such as milk teas, smoothies, and drinks!
Is your merchandise authentic?
Yes! We don't make or sell any fake merchandise. We only serve our customers official products that are 100% authentic. We get new shipments from Korea nearly every day.
Album sales count towards Korean chart, such as Hanteo & Gaon?
Yes! If we don’t order directly from the companies, our suppliers provide us with official albums and merchandise that directly count to the Hanteo & Gaon Music Charts.
Can I purchase drinks online?
Yes, but only for customers local to the Los Angeles area through Uber Eats. Visit our Drink Menu to view all of our drinks and place an order!
Where should I contact if I have questions?
We recommend emailing us at hello@playkpopcafe.com if you have any questions. Feel free to call our store as well at (213) 785-2233 for any quick questions for our Downtown LA location.
Is it okay to send instagram DMs for online orders?
Our Instagram DMs are mainly used for questions regarding posts or events we may have at our store. If you have any order related inquiry, we ask that you email our store at hello@playkpopcafe.com
How long will it take to get a response if I have emailed?
Our goal is to respond to all inquiries within the same day but it can take longer depending on the inquiry type. Our staff have many priorities and we hope to always get back to you in a timely manner.
Do your posters come folded or unfolded?
Our posters mainly come unfolded and rolled unless the company decides to include the poster inside the album.
ORDER PROCESS
What is the order process for pre-orders like?
Any orders for pre-orders will be waiting until we receive the item(s). Once the albums are released in Korea, our shipments take about 2-4 business days for them to arrive at our warehouse (items may take longer if subject to delays).
Upon arrival, all orders will begin to be processed on a first ordered, first served basis. All customers will receive email confirmation for orders processed for shipping.
What payment methods do you accept?
We accept all major debit/credit cards (MasterCard, Visa, American Express etc.), PayPal, Apple Pay, Google Pay, and Venmo (through PayPal).
For in-store, we accept all major debit/credit cards (MasterCard, Visa, American Express etc.), Apple Pay, Google Pay, Samsung Pay, and cash.
Do I have to wait for all of my items to be released in my order?
Yes, all items in an order will be required to be shipped together, including pre-ordered items. If you wish to have items shipped earlier, we recommend placing two separate orders.
Why has my order not shipped out when the item(s) I pre-ordered has already been released?
The most common reason is because we have not received our shipment just yet. Sadly, we encounter both shipping delays and even backordered issues from time to time. If we have a serious issue regarding a pre-order, we will always reach out to our customers to notify them and provide updates.
Once I have placed my order, can I change the version and/or quantity?
If you would like to change the version and/or quantity of your order, we will need you to email our store (hello@playkpopcafe.com) to have the order cancelled so you can reorder with your desired version and/or quantity.
EXCHANGE & RETURN
What is your return policy?
Our return policy for both online and in-store purchases is stated below:
You may return items or packages with its original packaging within 14 days from the date of purchase for a full refund, with also the receipt or proof of purchase. This includes pre-ordered items. The shipping cost will be refunded ONLY if the return is a result of an error on OUR end.
The process for returning an online order specifically, requires our customers to reach out to our store within the 14 day period by emailing us (hello@playkpopcafe.com) so we can further assist you.
Exchanges
For in-store purchases, we have a 14-day exchange policy which means you have 14 days after purchasing your item to request an exchange. To be eligible for an in-store exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start an exchange for an online order, you will need contact us at hello@playkpopcafe.com.
Defective & Wrong Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
You may email us a picture or video of the defective/damaged item to our email at: hello@playkpopcafe.com
If your defective item return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
What if my order arrived damaged?
All items are inspected prior to being shipped out to ensure our customers receive qualify goods.
*We are not liable for damages that occur during transit.
What if my album is missing inclusions (photo cards, stickers, postcards, etc.), is it possible to return or exchange?
It is rare but unfortunately some albums are made and are missing cards or inclusions due to errors in production. Unfortunately, we are not able to compensate or issue replacements for albums missing inclusions.
SHIPPING
What is your shipping policy?
All orders are typically processed on a first order first serve basis within 2-3 business days. All orders are shipped via USPS. Estimated delivery time for USPS Media Mail is 3-14 businesses days to US addresses. Estimated delivery time for USPS Priority Mail is 2-3 business days to US addresses.
How long will it take for my pre-ordered purchase to ship?
Pre-ordered items will take around 2-4 business days to arrive to our store after being released in Korea. Your order will take 1-2 business days to process once the item is received. Once everything is ready, all customers will receive email confirmation with their tracking number.
Do you ship overseas?
At the moment we are only shipping within the United States and its territories.
How can I track my order?
All customers will receive a confirmation email with tracking information once we process an order.
You can also find the tracking number for all your orders on our website in your My Account page!
Where is my poster?
Our posters are shipped separately using USPS First Class mail. Due to the difference of shipping used, your poster and album may arrive on different days.
Where is my package? It was marked as delivered already.
Since USPS is the courier service we use for shipping, any tracking information and updates will be provided by them.
If your package was marked as delivered and is nowhere to be seen, sometimes USPS will prematurely mark your package as delivered depending on how your local post office operates. If this occurs, we recommend to wait and give USPS some time to fully deliver your package, sometimes 1-2 business days.
Any customers who still have not received their package after waiting will need to contact USPS as the first option to receive a more accurate update.
Why is my package being sent back?
USPS will send back any packages that aren't able to be delivered for reasons such as unknown address, multiple failed delivery attempts, or simply refused package.
If your package is being sent back, we will contact customers for further investigation.
How do I change the shipping address for an existing order?
If you need to change the shipping address for your order, because there was an error or you might have moved, please contact our store by emailing us (hello@playkpopcafe.com) and provide your correct shipping address as soon as possible!
What can I do if my package was lost/stolen?
Unfortunately since we do not have control over what happens to your package during transit, we do not take responsibility in the event that a package is thought to be lost or stolen.
In the event you feel that your package has been lost or stolen, we highly recommend to contact the shipping carrier that was used to report and file a claim so an investigation can be initiated.
DRINK
What kind of drinks do you offer?
We carry a selection of milk teas, smoothies, sparkling drinks, and special drinks.
Our drinks are made with real fruit and fresh ingredients! More details about our selection can be found on our Drink Menu!
Are your drinks made to order?
Yes, all of our drinks are made as soon as you order!
Our teas are brewed daily to ensure our drinks are always fresh! We explore different combinations to bring our customers a refreshing taste to classics they may enjoy.
Do you sell any food items?
Currently, we only offer drinks at this time!
What drink sizes do you offer?
We only offer one size for all of our drinks, 22 ounces.
Do you offer catering?
We can, but we ask that you contact our store or email us (hello@playkpopcafe.com) for more information regarding catering.