Frequently Asked Questions

Everything you need to know about your TWICE Official Store experience.

How long does international shipping take?

Standard international shipping typically takes 7-14 business days depending on your location. Please note that pre-order items will ship according to the release date specified on the product page.

Are the albums and merchandise official?

Yes, all products sold on the TWICE Official Store are 100% authentic licensed merchandise. Album sales are also reflected on the Hanteo and Gaon charts.

What is your return policy for damaged items?

If you receive a damaged or defective item, please contact our support team within 7 days of delivery with an unboxing video. We will provide a replacement or a full refund for verified claims.

Can I cancel my pre-order?

Pre-orders can be cancelled as long as the status is 'Pending.' Once the order has entered the 'Processing' or 'Shipped' stage, we are unable to cancel the request.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and various international digital wallets to ensure a secure checkout process.

Will I have to pay customs duties or taxes?

Customs policies vary by country. Any import duties, taxes, or brokerage fees are the responsibility of the recipient and are collected at the time of delivery by the carrier.