If you are contacting about an online order, please include your order reference number to help us get back to you more quickly.

You can contact us through our contact page or send us an email: help@sokollab.com

Yes, our physical store is located in London, UK.

Address: 14 Rathbone Place, London, W1T 1HT

Nearest tube stations Tottenham Court Road (Exit 1) and Leicester Square.

We usually have new releases available in-store 2-3 weeks after the release date.

Please keep in mind that it takes us 2 to 3 weeks to import an album to our stores after the release date in Korea, assuming there are no issues.

We regularly update our social media to show all newly received items in-store.

Yes, we offer gift cards that can be used both in-store and on our website.

You can purchase our gift cards here.

Our online orders are shipped from our UK warehouse after being imported from Korea.

Yes, album purchases are reflected on Korean Circle charts. 

Eligible albums in our London store (and select pop ups) count towards UK OCC charts.

Yes we regularly offer promotions and discounts. We will advertise these on our website and socials when we are running them.

Yes. All products sold by SOKOLLAB are 100% official merchandise. We source our items directly from Korea through authorised suppliers and official distribution channels.

SOKOLLAB only sells official merchandise. By sourcing authentic products through official distribution channels, we are able to directly support the industry, artists, and local Korean businesses. This also allows us to guarantee the quality and authenticity of the products and services we provide.

Our purchasing team follows strict sourcing standards to ensure full compliance with trading regulations and consumer protection requirements.

Yes, we restock most sold-out items unless they are limited editions or products with restricted production runs.

If there is a specific out-of-stock item you are interested in, please feel free to contact our customer service team and we will be happy to check whether a restock is expected.

We source our products directly from Korea and only work with officially licensed suppliers and authorised distribution channels.

All products sold by SOKOLLAB are brand new and factory sealed.

Some products may include photocards or other inclusions. Full details of all included items, including any POB (Pre-Order Benefit) gifts, can be found in the product description.

If an album or photocard listing is marked as Random, it means a specific version or member cannot be selected. If the product is listed by version or member name and is not marked as Random, you are able to choose your preferred option.

Yes, we do offer pre-orders. If a product listing title begins with “PREORDER:”, this indicates that the item is a pre-order listing. The estimated shipping date for each pre-order item will be provided in the product description.

Yes, all products sold by SOKOLLAB are safe and compliant with UK regulations and standards. If a product does not meet the legal certification or compliance requirements required for sale in the UK, we will not stock it.

In-stock items (excluding pre-orders) are usually dispatched on the next working day after your order is placed. Delivery to UK addresses typically takes 1–3 working days from the date of dispatch.

If you have ordered a pre-order item, please refer to the product description for the estimated shipping date.

Our shipping costs are based on your order total and selected delivery service.

Orders from £0.00–£12.49
Royal Mail Standard — £2.50

Orders from £12.50–£49.99
Royal Mail Tracked 48 — £4.50

Orders from £50.00–£149.99
Royal Mail Tracked 48 / Tracked 24 — £6.50

Orders from £150.00–£299.99
Tracked Royal Mail / DPD — £10.00

Orders of £300.00 or more
Tracked Royal Mail / DPD — £15.00

Please note that shipping services may vary depending on parcel size, weight, and delivery location.

Shipping costs are calculated automatically at checkout before payment is completed.

We currently only ship within the UK through this website.

If you would like to place an order for delivery to an EU address, please use our EU store at sokollab.com.

We previously offered EU shipping through this website, but this service is currently temporarily unavailable. If EU shipping becomes available again in the future, this page will be updated accordingly.

If you select a tracked shipping service, your tracking information will be sent to you in your shipping confirmation email once your order has been shipped.

If you need assistance finding your tracking information, please reach out to our customer services team.

We use Royal Mail or DPD for deliveries, depending on the size of your order and the delivery location.

If your parcel is lost or significantly delayed, please contact our customer support team and we will be happy to assist you in resolving the issue as quickly as possible.

If your tracking shows as delivered but you have not received your parcel, please first check any safe places around your property and with neighbours who may have accepted the delivery on your behalf.

If you are still unable to locate your parcel, please contact our customer support team and we will be happy to assist further.

LOCATION:

14 Rathbone Place, London, W1T 1HT

Nearest tube stations: Tottenham Court Road (Exit 1) and Leicester Square.

LONDON STORE OPENING HOURS: 

Monday CLOSED

Tuesday 12 - 5pm

Wednesday 12 - 6pm

Thursday CLOSED

Friday 12 - 6pm

Saturday 12 - 6pm

Sunday 12 - 5pm

Please note that we sometimes open the store on days when they are usually shut. If we decide to open on one of these days, we will put a notice up on our website and our opening hours on Google will be updated for that day to show we are open.

We accept all major payment methods: Cash, Visa, Visa Debit, Mastercard, Paypal, Apple Pay, Google Pay and Samsung Pay.

Please note that £50 notes are not accepted in store.

No sorry, we do not offer this service. Something in stock on our website might not be in stock at our store and vice versa.

No sorry. Due to the high number of requests we receive, we do not allow reservation requests for items in store.

Our physical store stock and online stock are different so something available on our website might not be available in-store.

You can reach out to our customer support team (help@sokollab.com) and request a stock check if you would like to find out if something is in stock at the store.

Please keep in mind that it takes us 2 to 2.5 weeks to import an album to our stores after it releases in Korea, assuming there are no issues. We regularly update our social media to show all newly received items across both our stores on our social media accounts.

Yes, album purchases are reflected on Korean Circle charts.

Eligible albums in our London store (and select pop ups) count towards UK OCC charts.

We allow service dogs such as seeing/guide dogs.

Please contact us if you need to return an item for any reason.

If returns are sent without letting us know, your order returns will likely be delayed.

To cancel or change your order please contact us and we will do what we can to assist you.

It may not be possible to cancel or amend your order if we have already begun processing it.

If the order has already been dispatched, it will not be possible to cancel the order. On receipt of the order you would need to contact us to arrange return of the order at your cost. Shipping costs are not refundable when the order is cancelled/unwanted.

If the order has not yet been dispatched and we have not begun to process the order, we will try to cancel the order and issue the refund.

We reserve the right to cancel an order at our discretion, and the customer will be refunded any costs from the order transaction. Notification will be made to explain the reasoning where this scenario occurs.

We aim to action all refunds within 5 working days of receiving the goods back and it can take up to 10 working days for the refund to show on your card, depending on your card/payment provider.

We process all refunds to the original card used when you placed your order. If your card has expired your bank will typically redirect the funds for you to your replacement card or linked account.

If your order arrives with faulty goods, please contact us and we will do what we can to help.

We will either refund the cost amount in full or send you a replacement free of charge.  

Please notify us within 28 days of receipt of the item about your issue, and return the item to us within 14 days once the refund/exchange has been approved by us otherwise a refund/exchange may be refused.

If you have changed your mind or no longer want an item you purchased, please contact us within 28 days of receipt to arrange a return. Once your unwanted goods return is arranged and approved by us, please ensure you return the items to us within 14 days.

Eligibility for Returns of Unwanted Goods

• Your item must be unused, unopened, and in the same condition you received it.
• The item must be in the original packaging and suitable for resale.

Please note that you are responsible for shipping costs when returning unwanted goods and we recommend obtaining proof of postage and sending with tracking.

A full refund minus the shipping costs will be made once the return is received and processed.

If you would like to exchange any items, please contact us within 28 days of receipt to arrange an exchange. Once your item exchange is arranged and approved by us, please ensure you return the items to us within 14 days.

Eligibility for Exchanging Goods

• Your item must be unused, unopened, and in the same condition you received it.
• The item must be in the original packaging and suitable for resale.

Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.