Company Policy

 

- Customer Service

Our customers are always welcome to contact us at cs@plainarchive.com to let us know your concerns, questions, and all kinds of issues.

You can expect to get a response within 48 business hours.

* Service hours: 1:30 PM - 5:30 PM (KST)

** We don’t work on weekends and Korean national holidays.

 

- Returns / Refunds / Exchanges

All refund and exchange requests must be made within 15 business days from the moment you receive the item. Please note that we do not accept any late requests.

[Damaged / Wrong / Missing item]

• If you receive a damaged copy, we’ll need to see pictures to examine the extent of the damage. Please let us know your order number and attach some pictures to an email and send it to cs@plainarchive.com

• If you receive an item that you haven’t ordered, please let us know your order number and a picture of the wrong item you’ve received by contacting us at cs@plainarchive.com

• If there’s a missing item in your package, please let us know your order number and contact us at cs@plainarchive.com

* Our response will vary case by case, but we usually offer several options for you to choose from.

** Please note that all damaged/wrong/missing items will be shipped using the Economy Shipping option. The shipping + handling fee is covered by Plain Archive.

• If the customer doesn’t act lawfully under the country’s customs regulation, the item may return back to Plain Archive. In this situation, the customer pays for all costs including the shipping + handling fee. The shipping fee paid by the customer for the first time won’t be refunded by Plain Archive.

• Once the order is shipped, a minor scratch could occur during the shipping process and at customs. Any damage to objects other than the product itself (eg. shipping box) is not protected under our returns/refunds policy. Plain Archive does not refund or exchange in this case.

• Plain Archive can always refuse customer’s request for return/exchange/refund if we find that there are no sufficient amount of information for us to examine individual case. Any extra fees including the shipping and handling won’t be covered by Plain Archive in this case.

• If the customer returns the item without any prior notice, we may refuse any further requests without any notice.


- Order / Payment / Cancellation

• All orders are processed through Paypal in USD.

• It is systemically not possible for you to change the item you’ve ordered. You must cancel your original order, then place a new one assuming the product is available for purchase.

• You may cancel your order by contacting cs@plainarchive.com, but it’s only possible before we ship the item to you. In case of a pre-order, we accept cancellations that are requested 3 business days before the release date of the product. Any cancellation requests made after shipment will follow the company’s Returns / Refunds policy, and you may be charged with an additional shipping/handling fee.

We’ve NEVER guaranteed that you’ll be getting the same number for every item when purchasing our Triple-pack/Dual-pack. Some of our customers who ordered earlier than most could have gotten the same number for all. But some of our customers have ordered a single item and you can imagine how that would affect the Triple-pack/Dual-pack items not sharing the same number. And we’ve announced before the pre-order that the ‘first come first served lower number’ policy is for the first 100 copies only. The rest were distributed randomly.


- Shipping

[Shipping options]

• Economy Shipping(K-Packet): 12~60 working days from the date of shipment
• Express Shipping(EMS): 4~11 working days from the date of shipment

* In case of a delay, you may request us to look into your case. If it’s known to be lost by KOREA POST, full refund will be provided to the customer.

** Tracking number will be provided via email within 48 business hours from the point of shipment.

 
- New Shipping Address

If you’ve moved or would like to change the shipping address, you should log in to your account and change the address at plainarchive.com. If you’ve already placed an order and need to change the shipping address, then please contact us at cs@plainarchive.com

The shipping address is automatically printed, and we’re not responsible for the accuracy of the address. If you forget to register your full shipping address, the incomplete address will end up on the shipping box. If the package is returned to us due to incomplete address, the customer who placed the order is responsible for paying any extra shipping fee. 


- Our Response To "Faulty Discs"

Blu-ray may pause during playback depending on your hardware setup. It depends on the Blu-ray player, AV Receiver, cable, etc. that you use. The Blu-ray disc in question has gone through careful technical examination. So please use a different player or PC to test playback.

 

 (Last Updated 12.31.2016)