2025 TWICE FANMEETING [10VE UNIVERSE] - HOOD ZIP-UP

Q1. How can I place an order?

You can place an order directly through our official website. Simply browse our products, add your desired items to your cart, and proceed to checkout.

Q2. What payment methods do you accept?

We support the payment methods displayed at checkout. Available options include online banking, credit or debit cards, and other supported payment methods.

Q3. Can I cancel or change my order after payment?

Once an order has been confirmed, cancellation or modification will not be possible. For preorder items, orders cannot be cancelled unless the item becomes unavailable or sold out. Please contact us as soon as possible if you need assistance.

Q4. I haven't received my order confirmation. What should I do?

Please check your email's inbox, spam, or junk folder. If you still cannot find your confirmation, contact our customer service team with your order details.

Q5. What is a preorder?

A preorder allows you to purchase an item before it arrives at our store. The estimated arrival and shipping dates may depend on the official release date, supplier availability, and international shipping arrangements.

Q6. When will my preorder be shipped?

Preorders will be shipped once the items arrive at our store and are ready for dispatch. Please note that release dates and delivery estimates may change due to supplier or shipping delays.

Q7. Can I cancel my preorder?

Preorders are paid orders and are generally non-cancellable and non-refundable unless the item is sold out or unavailable. Please review the product description and preorder terms carefully before placing your order.

Q8. Are your albums and merchandise official?

Yes, we sell official K-pop albums and merchandise sourced through our *authorised* suppliers and *legitimate* business channels.

Q9. Can I choose the member or version of an album?

It will depend on the product listing. If member or version selection is available, the options will be stated on the product page. For sealed random-version albums, the specific member or version inside cannot be guaranteed.

Q10. What are album inclusions?

Album inclusions may include photocards, posters, postcards, stickers, and other items specified by the manufacturer. Please refer to each product listing for the exact inclusions. Random inclusions are subject to the manufacturer's distribution.

Q11. Do you ship nationwide?

Yes, we accept online orders for delivery to supported locations in Malaysia. Available shipping options and charges will be displayed at checkout.

Q12. How long does delivery take?

Delivery times depend on the courier, destination, and item availability. In-stock items are generally processed for shipping after order verification, while preorder items require additional waiting time.

Q13. Can I track my order?

Yes! Once your order has been shipped and the tracking number is available, we will send you an email notification with your tracking details. You can use the tracking number to check your parcel's delivery status and follow its progress.

Q14. Can I combine shipping for multiple orders?

Combining orders may not always be possible, as orders can be processed separately. Please contact us before placing another order if you would like to enquire about combined shipping.

Q15. What if my parcel is delayed or marked as delivered but I haven't received it?

Please contact us with your order number and tracking details. We will help check the shipment status with the courier where possible.

Q16. Can I return or exchange an item?

Returns and exchanges are subject to our store policies and the circumstances of the order. If you wish to request a return or exchange, please contact us first and prepare a clear unboxing video as supporting evidence for our review. This will help us assess your case and provide further assistance.

Q17. What should I do if I receive a damaged or incorrect item?

Please contact us as soon as possible and provide your order number, clear photos of the item and packaging, and an unboxing video as supporting evidence. Please do not unseal or open the product packaging before contacting us, as this may affect our ability to assess your case. Kindly keep the item and its original packaging intact until further instructions from our team.

Q18. Do I need an unboxing video to report a problem?

An unboxing video is strongly recommended as supporting evidence for missing, damaged, or incorrect items. Please retain the original packaging until the issue has been reviewed.

Q19. Can I get a refund if my preorder is delayed?

Preorder arrival dates are estimates and may change due to circumstances beyond our control. Please contact us if you have concerns about a delay. Refund eligibility will depend on the circumstances and applicable platform or store policies.

Q20. Do you have a physical store?

Yes! You are welcome to visit us at:

XD UNIVERSE, 20, Jalan SS15/8, Subang Jaya, 47500 Selangor, Malaysia.

Q21. Can I purchase online and collect my order in-store?

Yes! You can collect your order in-store once you have received the “Ready for Pickup” email notification. Please wait for the confirmation email before visiting our store to collect your order.

Q22. How can I contact XD Universe?

For any enquiries about our products, orders, preorders, or delivery, you can reach us through the following channels:

• Email: xduniversesdnbhd@gmail.com
• Instagram: DM us at @xduniverse_my or @xduniverse_order

We’ll be happy to assist you!

Q23. Where else can I shop with XD Universe?

You can also find our products on our official Shopee, Lazada, and TikTok Shop stores. Please make sure you purchase from our official channels.