FAQs

PRODUCTS

Are the products you sell official?

Yes, at Herefan we sell authentic, official K-Pop/K-Drama/K-Fashion/K-Beauty products. Rest assured that you only get quality products from our shop. We mostly get our stock from places like Weverse, Synnara, SM&Store, WithMuu, Linefriends Stores, and other official shops in South Korea.

Do your K-Pop album sales officially count on Hanteo & Gaon Charts?

Can you guarantee that the lightsticks are fully functional?

What kind of Freebies do you include in the packages?

I ordered an album but did not get the first press freebies. Why?

ORDERING

Do I need to open an account in order to shop with you?

Yes, you need to.

You can sign up right now, or you can first start shopping and create your account right before check out at the shopping cart page.

How do I create an account?

On the menu bar, hover over the yellow circle icon with a person in it and click register. For quick access, you can head over to: https://herefan.com/register/

How do I order?

Look through our shop and add the item you want to your shopping cart. When you are done, you can proceed to your shopping cart and check out. On the check out page, make sure to fill in your address correctly before confirming your purchases and payment. Once the order has been shipped, you cannot change your address.

You can also order using the Custom Orders feature. If you want an item from Korea that you cannot find in our site, you can fill in the Custom Orders form and we’ll prepare the package for you.

For quick access to Custom Orders head over to: https://herefan.com/custom-order/

I have problems adding items to my shopping cart. What to do?

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the item is reflected as “Temporarily Unavailable”.

How do I pay for my orders?

We accept payments via all major credit and debit cards such as Mastercard, VISA and American Express and currently uses PayPal Advanced which offers a wide range of payment options to customers, all of which are convenient and easily arranged depending on the country’s payment options.

Can I amend and cancel my order?

If you cancel an order due to change of mind before it is shipped, you will be charged the amount equal to Paypal transaction fees.

If an order has already been packaged and waiting to be shipped, a 5% fee will be charged.

Once it is shipped, the order CANNOT be cancelled. 

In the case of custom orders, if the product has not been purchased, cancellation without a fee is available but if the requested product has already been purchased, a 30% fee will be charged. It is advisable to check your order before placing it.

How do I use Coupons/Discount Codes?

On the top of the check out page, you will see a box with a blue lightbulb icon. Click “click here to enter your code” and type in your special discount code.

You can also apply it on your cart side bar. On the bottom left corner of the site, click the cart symbol and a side bar with your cart items will open. At the very top of the side bar, you can type in our coupon code and click the black “Apply” button.

How do I use points?

At Herefan, we have a points system that you can use points to get discounts on your order. 100 points = $1. The points can be used on the check out page under “Partial Payment.” Here you can type in the amount of points you want to use. Click the pink “Apply Discount” button to confirm your discount. 

How will I know if my order is confirmed?

After you have placed your order, you will receive an e-mail from us to confirm that your order has been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

SHIPPING & DELIVERY

Where are you based in, and do you ship worldwide?

When will my order be processed?

All orders will be processed within 4-10 working days, excluding weekends and public holidays.

How long will it take for me to receive my order?

DHL delivery time frame is approximately 3-5 working days from the time your order was shipped. Please note that this time is just for shipping and order processing time is not included.

How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number and link. You may check and track the delivery status of your orders with your order number through the link attached in your email, on your account or through the link here.

What are the shipping charges like?

We provide free shipping depending on your order amount and location. For more information on the conditions for free shipping, check out our Shipping & Delivery page.

Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Please email support@herefan.com with your order number and new shipping address, so that we can update your details on our system.

There is a missing item in my order. What should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at support@herefan.com and we will get back to you as soon as we can.

I’ve received a defective item. What should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at support@herefan.com with a snapshot of the product and we will get back to you as soon as we can.

For more information, visit our Return & Refund page.

I’ve received an incorrect item. What should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at support@herefan.com and we will get back to you as soon as we can.

I’ve purchased the wrong size or color.

We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

Taxes have been placed on my item at customs. What should I do?

I have not received my parcel. What should I do?

Kindly drop an email to our Customer Care Team at support@herefan.com if you have not received your parcel after 10 working days and we will assist you accordingly. You may also check the status of your parcel via “Track your order” to find out why it might have been delayed.

Will there be an additional charge for redelivery?

Customers will bear the cost of redelivery depending on the situation at which redelivery was made.

Fans can share a variety of content such as stories, images, video, quizes, ost, lists and more! To start,

– Click on the “Add Post” or “+” button on the menu bar at the top of the page
– Click on any format (story, quiz, images, videos, polls, etc.)
– Add your content
– Click on publish

Voila! You’re done!

In order to post a forum, you need to first join a group and follow the following steps.

– Open the group you want to post the forum

– Click on “forum” in the dashboard

– Write your topic and content.

– Click “submit” to publish your forum

You can level up in rank by accumulating points. The lowest rank is “Rookie” and the highest is “Legend”.

For more information, visit the Rank Guide.