FAQ

Shipping & Delivery

Where do you ship to?

We currently ship to all of Malaysia (West and East Malaysia).

How long does shipping take?

For West Malaysia, please allow 2-3 working days after processing. For East Malaysia (Sabah & Sarawak), please allow 4-5 working days. Processing time for orders is 1-2 working days.

How much is the shipping fee?

For the local courier service shipping fee

  • West Malaysia Shipping Fees - RM8
  • East Malaysia Shipping Fees - RM15

We are happy to offer
FREE shipping for orders over RM150

How is my order packaged?

We take extreme care in packaging! All albums are wrapped in bubble wrap and shipped in sturdy cardboard boxes to prevent any damage during transit.

Orders & Payment

What payment methods do you accept?

We accept online banking (FPX), credit/debit cards, and Touch 'n Go e-Wallet.

Can I cancel or change my order after payment?

Orders that include certain products or collections may not be eligible for changes or cancellations, so please make sure to check each product page carefully.

After shipment has been processed, all changes including shipping address and
package contents can not be changed.

Will I get the pre-order benefits?

Yes! Any album ordered during its pre-order period will come with all official pre-order benefits (like posters, extra photocards, etc.) provided by the distributor. These are while stocks last.

Products

Are your products 100% official and authentic?

Absolutely! We are an official partner with major Korean distributors. All our albums, lightsticks, and merchandise are 100% genuine and official.

Is the album sealed?

Yes, all albums are brand new and arrive factory-sealed.

Can I choose which version of the album I get?

Yes, you can select the specific version you want (e.g., Version A, B, C, etc.). If you select the "Random Version" option, we will randomly pick one for you.

Can I choose a specific member's photocard?

Unless we are selling specific, sealed member versions, the inclusion of photocards is random as per the manufacturer's packaging. We do not open sealed albums to choose photocards.

Returns & Exchange

Return Exchange Request

Return requests must be made within 7 days after receiving the product.

When making a request, you must include your order number, the product(s) to be returned, and the reason.

Once approved, we will provide you with the return address.

Unboxing Video Required

An unboxing video is the standard protocol for all merchandise inquiries.

Please film an unedited video from the moment you open the box until whilst checking each individual item in the frame of the camera, immediately after receiving your order.

Without an unboxing video, return or exchange requests may not be processed.
So please take one before unboxing your order, and until the last item has been fully opened.

Product Check Guidelines

Before unwrapping the product, please ensure you have received the correct item(s) and version(s).

If there are any visible damages, defects, or incorrect items in the package. Please do not open the merchandise and contact us immediately.

In such cases, if the product has been unsealed/opened, we will not be able to process your return or exchange request.

Return & Exchange Process

In the case of damaged, defective, incorrect, or missing items :

Contact us by Instagram DM or WhatsApp within 7 days of delivery
including your name, order number, issue description, unboxing video, and
preferred solution.

Once approved, we will provide a prepaid return label.

Change of Mind : Exchange or Refund is possibly ONLY for unopened or unused products within 7 days of purchase.

Non-Returnable Cases

Returns or exchanges are not accepted in the following cases:

1. Discounted or promotional items.

2. Delivery failure due to incorrect or insufficient address provided by the customer.

3. Damage to outer box/case/sleeve/cover (these are protective packaging and not valid reasons for return)

4. Press marks, tears, dents, stains, scratches, or discoloration
caused by material characteristics or handling.

5. Curling, bending, folding, or slight tearing of magazines due to
thin paper materialItems not in their original condition (including packaging)

6. Requests made after the return period 7days after delivery.

7. Special Offer products including random items / events cannot be exchanged or refunded for any circumstances other than defects or damages to the item.

Returns Due to Customer’s Decision

For returns due to change of mind or no longer needing the
product, the item must be in its original condition and packaging.

The return request must be submitted via Instagram DM, WhatsApp
within 7 days of delivery.

In such cases, shipping fees are the customer’s responsibility,
and a return label will not be provided.

Refund Information

Once the returned item is received and inspected, a refund will be processed within 14 business days.

Refunds will be issued to the original payment method, and it usually takes about 14 business days depending on the bank.

Support

How can I contact customer service?

The best way to reach us is by DM on our Instagram [createjump_my] or WhatsApp to [+60184088676] . We strive to reply within 24 hours on working days.