FAQ

Yes, all our products are official and imported directly from Korea or Japan.

A POB (Preorder Benefit) is an exclusive item offered by certain stores or platforms when you pre-order an album during a limited period. These bonuses (photocards, posters, stickers...) are not part of the album itself and are no longer available once the pre-order period ends.

In K-pop, a pre-order item is an item that hasn't been released yet, which we order in advance from the supplier in Korea or Japan, sometimes even before it goes into production. Delays can therefore be long, ranging from several weeks to several months, the time it takes for the item to be manufactured, shipped, and reach us. A bit of patience is needed.

In return, pre-orders often come with exclusive bonuses (POBs) that are no longer available once the pre-order period ends.

All items will be shipped together, once the pre-order items are received by us. If you'd like to receive the in-stock items sooner, please place separate orders and keep pre-order items apart from the rest.

POBs are exclusive bonuses obtained when pre-ordering from certain stores. These bonuses are available for a limited period and are separate from the albums themselves.

When you purchase a pre-order item, you can indicate your member preferences in order of priority. Example:

• 1 - Lee Know / 2 - Hyunjin / 3 - Seungmin / 4 - Felix, etc.

We'll do our best to send you the POB that matches your list. Unfortunately, this can't always be guaranteed depending on member popularity. If nothing is specified, allocation will be random. Sorting is done based on order sequence.

Each timeframe is mentioned on the product page, along with the estimated shipping date of the item from Korea or Japan. So you should count, starting from that estimated shipping date, the time it takes to reach us (4 to 8 weeks), plus the time for your order to be prepared. Note that some items may take several months to reach us, as they are often ordered before they even go into production.

Orders can be changed or cancelled within 24 hours of being placed. After that, please contact us at contact@nealyashop.com so we can see what we can do.

Once your order is placed, we'll do our best to prepare and ship it within 2 to 5 business days. Once shipped, delivery typically takes an additional 3 to 5 days depending on the carrier and destination. Each order is carefully packaged and shipped via the carrier of your choice (Colissimo, Mondial Relay or Chronopost). You'll receive a confirmation email with your tracking number.

Shipping costs are calculated automatically at checkout based on the weight of your items and your delivery destination. Free shipping kicks in once your order reaches these amounts:

Below these amounts, shipping is charged based on the exact weight of your order.

We currently ship to France, Germany, Belgium, Luxembourg, the Netherlands, Italy, Spain, Portugal and Austria. We're working on expanding to more countries. Feel free to reach out if yours isn't listed yet.

For all orders shipped within the European Union, there are no extra fees.

We accept returns under certain conditions: within 14 days of receiving your order, you must contact us to request a return, and wait for our approval before sending anything back. The item must be in the exact condition you received it, in its original packaging (packaging, tags, seal if applicable). Photocards or items already opened are not eligible for return.

Missing inclusions in a sealed album may be a manufacturing issue, but once the seal has been removed, the item is no longer eligible for return.

Certain minor imperfections related to manufacturing, packaging or transport are not considered defects and don't qualify for a return, exchange or refund, including:

• micro-scratches on plastic cases, glossy surfaces or blisters;
• slightly wrinkled plastic film;
• slight marks or dents on the outer packaging;
• small print variations;
• slightly marked corners;
• light marks from storage or handling;
• for photocards: marks or micro-scratches under 5mm outside the member's face.

Manufacturing tolerances specific to each manufacturer don't, on their own, constitute a defect.

Colour or texture variations caused by screens or lighting are not defects. Cancellations, returns or exchanges for these reasons are not accepted.

Return shipping costs are your responsibility, except when the return is due to an error on our part or a product recognised as non-conforming. In that case, we cover the return shipping cost. Please do not send an item back before your return request has been approved. An unauthorised return may not be accepted.

Once your return request is approved, we'll send you the information needed to send the item back. The refund is issued once we've received and checked the item, using the payment method used to place the order. If the item shows signs of use beyond what's necessary to check its nature or function, a deduction may be applied to the refund.

Pre-orders are neither returnable nor cancellable once ordered from our supplier: each pre-order is reserved directly on your behalf. Your right of withdrawal still applies after you've received the item, under the same conditions as above.

Contact us as soon as possible at contact@nealyashop.com, with your order number, an explanation of the issue, and photos (a video of the unboxing is strongly recommended). The sooner you reach out after receiving your parcel, the easier it is for us to look into it.