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Shopping
Guide
- FairyLand Shopping Mall is at the time zone of GMT +9:00.
- Necessary information for customers shopping at Fairyland Shopping Mall is
listed here.
- If you have any unanswered questions or you have concerns about this guide please contact us.
- This guide was last updated on JUNE 2011.
Table of Contents
Membership
Placing your order
Payment
Mileage Points
Combining/changing order
Order cancellation
Return & Exchange
Shipping & Delivery
Membership
- FairyLand Shopping Mall membership is a free service.
- Convenient shopping services such as Wish List or Mileage points are available
for registered members.
- Please check that your EMAIL is registered correctly because this is
the primary method of communication between FairyLand and you. Some email service
providers may filter or block emails from FairyLand without notifying you and
we strongly recommend you to change your email if this is the case.
* IMPORTANT: FairyLand is not responsible for any incidents arising from
email service providers filtering or blocking our emails. We advise you to change
your email prior to order placement if you think your email service provider
is blocking our email.
- If you have any changes to member information, Please modify your information
at My Account.
Placing your order
- We do our best to make your shopping experience at FairyLand an enjoyable one. Order procedure is as following.
* IMPORTANT: Please read our this page carefully
if this is the first time you have visited FairyLand.
Step 1: Placing your order
- Select items you wish to order and read the product information
- Click [Add to Cart] to place item in the Shipping Cart
- Select shipping zone of your country to add shipping fee if applicable (check
Delivery Guide on the bottom of this page for more information)
- Click [Check-out] and either log-in or click new customer if you are ordering
as a non-member. Skip this step if you have already logged in.
- Enter your shipping information correctly and complete your order form
- Automated order confirmation email will be sent to you when order is received.
If you do not receive this email it may mean that your order was not received
correctly OR your email service provider is blocking FairyLand emails.
Step 2: Making Payment
- Currency used at FairyLand Shopping Mall is in US dollar.
- Two types of payments are used at FairyLand, Eximbay credit card invoice email
system and Paypal.
- Eximbay credit card invoice system is used primarily. It is possible make payment using Paypal
if you do not have a credit card or unable to use this system.
- To make payment using Paypal, write your request on the Order Comment section
when placing your order.
- Order Status will be changed to [Item Processing] when payment
is confirmed, generally within 1~2 business days. This means that the order is at processing stage.
Step 3: Processing time
- Please check to the processing time stated on the product page. If you have
ordered more than one item, one with the longest processing time should be referred to.
- Processing starts upon payment confirmation and it does not include Saturdays,
Sundays and public holidays.
- Automated shipping notice email containing tracking number is sent out once
shipping is made. This can also be checked by going into order status page.
Payment
- Invoice emails are sent out manually in one to two business days.
Certain email providers (eg. AOL, optonline.net, earthlink.net, sbcglobal.net
and others) automatically block & return emails from FairyLand and we
may require alternative email address from you.
Check all your email folders including spam mail and trash can, and contact
us if you still did not receive one.
Eximbay
- Eximbay requires verification system by using Verified by VISA(VbV) for Visa
Card and MasterCard SecureCode for Mastercard, to prevent fraud and to provide
more protection for customers against unauthorized use. If you have not registered
with the above verification system with Visa or Master Card, it is not possible
to use the credit card to make payment. Please contact your credit card provider
for more information.
- Non IE browsers such as Firefox are reported to have problems with Eximbay
payment. It is advised to use Internet Explorer when making payment with Eximbay. You
will also need to allow pop-ups.
- For step-by-step guide on how to use Eximbay, please refer to our FAQ Board.
Paypal
- Email containing necessary Paypal information will be sent out, rather than
automated invoice system.
- Please refrain from making Paypal payment without receiving our email
due to chances of email address changes.
Dispute & cancellation of payments
- IMPORTANT: Information requested by payment
companies may be provided in order to resolve the case if, for any reason, dispute
or cancellation of payment arises for an order with a completed payment. This
information can include order contents, ID, customer name, address, phone number,
amount of payment, and whether attempts have been made to contact the customer.
- Customer may be put at disadvantage from placing orders or other services if
he/she cannot be contacted and the case is not resolved satisfactorily.
- Please make sure that you are able to keep in touch with FairyLand as customer's
information may be shared with a dealer or companies in partnership especially
if we are unable to contact the customer to resolve the case or if the dispute
is deemed to be ill-intentioned and deliberate.
- Procedures described above are not applicable if customer can be contacted and
the reason for dispute is reasonable.
Mileage Points
- This service applies to FairyLand members.
- 1 FairyLand mileage point equals to 1 US dollar.
- Mileage points for the order are updated once the order is confirmed to be
received.
- Points can be used once you have 10 or more points in your account.
- Point use option will appear upon check-out. This is the only way to utilize
the points and it is not possible to manually deduct points after placing order
without going through this process.
For more information, please check our FAQ Board.
Combining/changing
order
* IMPORTANT: The system does not allow any
changes to be made to the order that is placed and confirmed for security reasons.
This includes email and order contents.
If payment is unconfirmed (Order received stage)
- It is recommended that you place a new order with all the items you wish to
include and cancel the previous order to keep the order record easier to work
with.
If payment is made and confirmed (Before Shipping stage)
- Place a new order for the items you want to include and ask for combined shipping
with your current order (including the order number).
- Please understand that adding items to the current order will reset the processing
time according to the newer order.
- It may not be possible to accept the combined shipping request if the order
is already at packaging stage or shipped out. Please contact the administrator
prior to making a new order if you are concerned.
Order Cancellation
- Any order with payment unconfirmed within 2 weeks of invoicing may be cancelled
by the administrator. Please contact the administrator if you require longer
grace period.
- Once the order is cancelled (by the administrator or the customer) it is not
possible to change the status and new order must be placed.
If payment is unconfirmed (Order received stage)
- Order can be cancelled by going into order status page and clicking Cancel
Order button on the right hand side.
If payment is made and confirmed (Before Shipping stage)
- Please contact the administrator for assistance.
- Complete refund less a restocking fee will be made.
- The products are made to order and hence cancellation of orders at payment
confirmation can be very detrimental for FairyLand. Please make a careful decision
when purchasing or cancelling orders.
Restock Fee
- No restocking fee/penalty is charged for cancellation requested within 4 days
of the date of payment confirmation. Note, there may be fees involved (eg. foreign
transaction fee charged by the credit card company) depending on the method
of payment system. This is at customer's responsibility.
1. 25% restocking fee (from the total paid amount) for cancellation requested
between day 5 and day 10 from the date of payment confirmation.
2. 40% restocking fee (from the total paid amount) for cancellation requested
between day 11 and day 15 from the date of payment confirmation.
3. 50% restocking fee (from the total paid amount) for cancellation requested
between day 16 from the date of payment confirmation till shipping.
- Date of payment confirmation: Date of transaction displayed by Eximbay or
Paypal. Standard date and time of FairyLand Shopping Mall website is irrelevant
as the date of confirmation can vary slightly between depending on the payment
system used as well as the time difference in different countries.
- Cancellation requested date: Date/time displayed on the email received by
the administrator or the post registered at CS Center/1:1 Care Center.
Refund
- Refund method will vary depending on the type of payment system.
- If refund via the same payment system is not possible (for example, account
settlement has been completed and cancellation of payment approval is not possible)
other methods such as wire transfer will be used.
- With wire transfer, any fee that may occur at the receiver's end is at customer's
responsibility. Fees charged by the bank for sending international transaction
will be paid by FairyLand.
- Other methods of refund may be utilized if there is a better option. Please
contact the administrator for assistance.
Return & Exchange
- At Fairyland we try to process this matter as reasonable as possible, but
please note that in some situations return/exchange/refund is not possible.
- Please contact FairyLand and follow our instructions before sending any item
back to us. Fairyland is not responsible for any problems arising from item
being sent back at customer's discretion.
Typical return/refund (due to change of mind)
- If any item needs to be returned, notify Fairyland and request returning within
10 days from receiving the item. Return request may not be accepted after 10
days.
- Returned item must be in unused state. Used item will NOT be accepted as a
return in any circumstances.
- Box/package must be unopened, and all accessories, manual etc must be untouched.
- Orders placed by customer's mistake, items manufactured and stocked especially
for the customer, change of mind after ordering will have 50% restocking fee
if return is requested.
You will receive a complete refund less a 50% restocking fee and shipping fee.
- Shipping fee for returning the item is the customer's responsibility. We recommend
that you get insurance when you return the item.
Please note that if returned item has not been received by Fairyland we cannot
process the refund.
- Special order & items, demo items cannot be returned.
Goods damaged in delivery / defective goods
- If items have been damaged in delivery or you have received defective merchandise,
customers must contact FairyLand within 7 days from receiving the package.
- Information such as order number, date of receiving the order and photographs
of damaged/defective items are required.
- Processing depends on the nature of the defect or damages. We will provide
to you with information and instruction after receiving request from you. Please
do not return the item before contacting us.
Missing item in delivery
- If any item is missing from the order, customers must contact FairyLand within
7 days from receiving the package.
- Information such as order number, date of receiving the order and photographs
of all items and boxes you have received are required.
Requesting exchange
- For exchange request, unless wrong item has been sent by our mistake, shipping
fees for both to and from Fairyland are customer's responsibility.
Shipping & Delivery
* IMPORTANT: Delivery information on FairyLand order form will be
used for shipping. Changing delivery address request can only be accepted if
it is made via communication methods provided by FairyLand (eg. email, CS center,
1:1 care center). Requests or messages sent using other methods (eg. messages
or delivery address on Paypal/Eximbay) will not be accepted.
Estimated Delivery Time
- Estimated delivery time includes time taken to process all the items on your
order as well as the actual delivery timeframe.
- Processing time does not include Saturdays, Sundays and public holidays.
- Actual delivery timeframe may vary depending on factors such as customs clearance and holiday seasons of different
regions and nations.
- If more than one item is ordered, processing time for the order is determined
by the item that takes the longest to be processed.
- Processing time may increase if any changes are requested by the customer.
- Please understand that shipping preparation time is normally not short as
most of the items are not mass-produced - they are manufactured upon payment
confirmation.
Product processing time starts from the time of payment confirmation, not the
time of ordering.
Shipping methods & Region
- Only EMS (or EMS premium in some countries) is available as shipping method.
It is safe and inexpensive way of shipping compared to other shipping methods.
- Shipping fee depends on the Zone of the destination, and is charged per order
placed in.
- In Step 1 [Select Shipping Company], select EMS on the bottom of Shopping
Cart page.
- In Step 2 [Select Zone], select the Zone in which your country is located
in. Shipping price will be automatically calculated.
- FairyLand office is situated in Korea, and the 4 Zones are set according to
the EMS policy. The list may change as it is subjected to EMS shipping policy.
- If your country is not listed in one of the four zones, it means that the
shipping is not possible by EMS. Please contact the administrator for inquiries.
Note: alternative shipping method (eg. EMS Premium), if must be used, generally
costs more than EMS.
- FairyLand does not decide which countries fall under EMS Premium zones. EMS premium zones may be changed depending on the related country's policy and/or shipping company's policy.
Shipping Fee
- Shipping is free if the total price of purchased product is equal to or greater
than $820.
- If there is a notice regarding shipping policy (duration, cost etc) in Notice
& Event board, that policy should be referred to.
- Shipping fee only includes EMS shipping. Insurance or other commission fee
are not included.
- If there is any problem or concern regarding shipping fee while placing your
order, complete the order form and contact the administrator before making any
payments.
- Shipping fee for EMS premium zones is decided by the size of the order and hence it will not appear at the check-out page automatically. Approximate shipping fee will be calculated and added to the invoice.
Shipping Zone
| Zone |
Nations, States ( Use
'Ctrl+F' and search your zone. ) |
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| Zone1($25) |
| CAMBODIA, LAOS,
MACAU, MALAYSIA, MONGOLIA, MYANMAR, PHILIPPINES, SINGAPORE, TAIWAN,
THAILAND, VIETNAM, China, Hong Kong, JAPAN |
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| Zone2($36) |
| BANGLADESH, BRUNEI
DARUSSALAM, INDIA, INDONESIA, NEPAL, SRILANKA |
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| Zone3($42) |
| ALBANIA, ARMENIA,
AUSTRIA, AZERBAIJAN, BELARUS, BELGIUM, BOSNIA HERZEGOVINA, BULGARIA,
CANADA, CROATIA, CZECH REPUBLIC, DENMARK, ESTONIA, FINLAND, FRANCE,
GERMANY, GREECE, HUNGARY, ICELAND, IRELAND, ISRAEL, KAZAKHSTAN,
LATVIA, LUXEMBOURG, MACEDONIA, NETHERLANDS, NEW ZEALAND,
NORWAY, PAKISTAN, POLAND, PORTUGAL, ROMANIA, RUSSIAN Federation, SLOVAKIA, SLOVENIA, SPAIN,
SWEDEN, SWITZERLAND, TURKEY, UKRAINE, UNITED KINGDOM, UZBEKISTAN,
YUGOSLAVIA, Australia, UNITED ARAB EMIRATES, United States (U.S.A, continental. Please contact
administrator for non-continental destination) |
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| Zone4($60) |
| ARGENTINA,
BRAZIL, CHILE, ECUADOR, MEXICO, PANAMA,
PERU |
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| EMS Premium Zone |
| Italy, Guam, Puerto Rico, KUWAIT, GABON |
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About Customs & duties
- Fairyland is not responsible for customs and duty of different countries.
In some cases items must be declared, and depending on the country customs duties
may need to be paid. Please find out about customs and duty of your country
beforehand, and write your request on the order comment if you have any.
- We are not responsible for any problems arising from the customers' requests
regarding customs.
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