Product packaging is intended solely as protective packing material; therefore, damaged or soiled packaging is not considered a product defect and is not covered by our replacement policy.
Additionally, the point of contact for inquiries regarding package damage depends on where the item was purchased.
[Purchases from the Groove Online Shop]
Our customer support will handle your request. If the damage is severe, an exchange may be possible. Please reach out to us via our contact form, and attach clear photos showing the condition of the package when replying to our confirmation email.
[Purchases from Stores Other Than the Groove Online Shop]
We kindly ask that you contact the retailer where the product was purchased.
[Important Note] For prompt verification and accurate record-keeping, we may direct you to our inquiry form even if you contact us by phone.
■ Defects & Replacement Policy
- As a general rule, our support is limited to "replacing the specific defective part(s)." We cannot replace the entire product set or exchange it for an unopened new product.
- We cannot process requests without proof of purchase from an authorized retailer (e.g., receipt, delivery note, screenshot of order history).
■ Information Required When Submitting an Inquiry
If you find a defect, please fill out the inquiry form with the following details:
- Product name (or item number)
- Details and description of the defect
- Purchaser's full name
- Store name where purchased (*If purchased from the official online store, please also include your "Order Number")
■ What to Expect After Contacting Us
We will respond via email within a maximum of 5 business days. At that time, we will ask you to send "photos of the defective part(s)" and an "image of your proof of purchase" to assess the issue. Once verified, we will guide you through the appropriate solution based on the product's specifications.
We do not provide individual replies to requests regarding product commercialization or re-releases.
All available announcements and updates are published on our official website and social media accounts, so please check there for the latest information.
A: Customs clearance is handled by the authorities in your country, and we are unable to intervene directly. If your package is on hold, please contact your local customs office or the shipping carrier directly.
For detailed instructions and country-specific tracking links, please see our guide here:
👉 Guide: How to Handle Customs Clearance Issues
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A: No, we cannot change the shipping destination to a different country once an order is placed.
Due to variations in international shipping rates, customs/tax regulations, local compliance requirements, and payment security policies, orders cannot be redirected across borders.
If you need your order delivered to a different country, the existing order must be canceled and fully refunded, and a new order must be placed with the correct destination address (subject to regional shipping availability).
Please note: We do not ship directly to certain regions (including the EU).
| Checklist Before Submitting an Inquiry
To ensure prompt support, please review the following points before sending your message:
[Provide Order Number & Proof of Purchase]
When inquiring about orders or product defects, please provide your "Order Number" or "Proof of Purchase from an authorized retailer (receipt, delivery slip, etc.)." If you do not know your order number, please provide the "Email Address Used at the Time of Purchase."
* Please note that we cannot respond to inquiries regarding items purchased from unauthorized sellers, resellers, or requests lacking proof of purchase.
[Confirm Your Email Address]
If your email address is mistyped or if you use a disposable (temporary) email address, our reply may not reach you. Please ensure you enter your active, regular email address correctly.
[No External Links Accepted]
For security reasons, we do not open external links or download files from third-party links under any circumstances. If images or files need to be checked, please attach them directly to your reply to our email.
[Regarding Re-release Requests]
Please note that we may not be able to provide individual replies to requests regarding product restocks or re-releases.
| If You Do Not Receive a Reply
We always respond to all inquiries eligible for customer support (excluding re-release requests, etc.).
If you do not receive a reply after several days, please check your spam or junk mail folder.
If the issue persists, you may also reach out to us via Direct Message (DM) on our official Instagram account.
When doing so, please always include your "Order Number" or the "Email Address Used at the Time of Purchase."
