CUSTOMER SERVICE
Frequently Asked Questions
Find more answers to our most frequently asked questions.
ACCOUNT
I want to recover my ID and password.
If you need to recover your password, please click “Recover Password” on the login page. To recover your ID, please send your name/contact number/email to service.int@henkkrol.com, and we will help you verify your account.
When you click “Recover Password”, but didn’t receive a password reset email, contact our customer service team, and we will help you reset your account password.
How can I modify my account information?
You can update your account information by going to [Account > Profile > Edit Profile].
For changes to your name or date of birth, please contact us through the “Contact Us” section and we will assist you.
If you like to change your shipping address, please send your order number and the details that need to be corrected to service.int@gentlemonster.com. We will review your request and assist with the correction. However, please note that orders cannot be modified after they have been handed over to the courier.
How do I delete a Henk Krol account?
You can update your account information by going to [Account > Profile > Edit Profile].
For changes to your name or date of birth, please contact us through the “Contact Us” section and we will assist you.
If you like to change your shipping address, please send your order number and the details that need to be corrected to service.int@henkkrol.com. We will review your request and assist with the correction. However, please note that orders cannot be modified after they have been handed over to the courier.
PRODUCT
Is it possible to exchange or purchase a case?
The case is a component of the product and is not sold separately or provided additionally.
How do I sign up for restock notifications?
For products that will be available again soon, you can enter your email address on the product page to get updates. You will be notified by email when the product is restocked.
Please note that “Sold Out” means that the product has no additional production plan, and “Out of Stock” means the product is planned to be restocked. The restocking schedule may be delayed depending on operational and production circumstances.
Will sold-out products be restocked as well?
“Sold Out” means that the product has no additional production plan, and “Out of Stock” means the product is planned to be restocked. The restocking schedule may be delayed depending on operational and production circumstances.
PAYMENT & ORDER
Can I split my payment between multiple credit cards?
You can only use one credit/debit card per order.
Why did my payment fail, and what should I do?
1. Your connection may have dropped during checkout.
2. Your card may have been rejected due to the payment method. Please read the details below.
If you can’t pay with a card:
- Please check if the card is valid.
- Check if there is a credit card limit, or check your debit card balance.
- Please check whether the card number, password, and expiration date have been entered correctly.
- Please check if you have selected a valid card.
If you can’t pay even after reading the above information, please contact +82 1600-2126 or service.int@.com
I'd like to change the payment method.
Please cancel and reorder via your preferred payment method by going to [Account > Purchases] You cannot cancel a payment after the status changes to “Payment completed.”
SHIPPING
I can't find my invoice.
The shipping notification is sent after the registration of the invoice, which is available after 24 hours. Therefore, even if you have received a shipping notification, your package may still be in the process of being collected or transferred to the courier. In this case, please note that the delivery status may differ slightly.
How long does the delivery take?
Delivery begins after export declaration, and the delivery period for each country is as follows.
Please view the shipping period for each region below:
- Shipping to Asia: 1-3 business days
- Shipping to Oceania: 1-2 business days
- Shipping to Europe: 2-3 business days
- Shipping to North America: 1-2 business days
*The delivery timeline stated above refers to the period after the shipment has begun, not from the time the order is placed.
*The shipping duration may vary depending on the circumstances of the carrier and public holidays.
Is it possible to pack my orders in one box?
If the order numbers are different, they will be delivered separately. Combined shipping is not possible.
RETURN & EXCHANGE
I'd like to cancel my order before delivery.
Cancellation is only possible at the [Order Placed] stage. At the [Order Confirmed] stage, cancellation is not possible, and you may return the product after receiving it.
How do I request a return?
How to return an order
Please submit your return request form via [Account > Purchases] on the Henk Krol website. Please pay the shipping fee when returning a product. You may use any shipping method, but DHL is recommended.
Return request form Please fill out the details on the return label, pack it together with the product, and send them to our warehouse.
- Street: Deokpyeong-ro, Kendall Square, Building 8, Unit 120, 3rd Floor
- Town: Baekam-myeon, Cheoin-gu
- City: Yongin
- Province: Gyeonggi
- Country: South Korea
- Zip code: 17172
When the product arrives at our warehouse, it will be refunded via the original payment method after the inspection is completed.
When will the refund be made?
The refund period may vary depending on the credit card company. Credit card: 7 to 14 business days, but it may vary depending on the credit card company’s refund policy.
PRODUCT SERVICE & REPAIRS
How do I submit a repair request?
[How to Submit an Offline Product Service Request]
You can submit a repair request through Henk Krol official offline stores (department stores, mall or flagship store).
- *There may be limitations on the service If you do not have your warranty card, so please bring it with you. (If you don’t have it, a receipt or proof of purchase will be accepted.)
[How to Submit an Online Product Service Request]
If visiting the offline store is difficult, you can proceed with the service request through our online platform. You can submit your request by going to [Explore]-[Services] on the top menu of our official website. Once your request is completed, you will receive instructions via email with the shipping address. Please send the product to the provided address using prepaid shipping.
I would like to know the status of my repair.
The repair process you requested will proceed through the following steps:
1.Product Arrival Processing
Once the product arrives at the Product Service team, the arrival processing will be completed within 1-2 days.
2.Product Condition Check and Service Notification
After the product is processed, the physical condition of the product will be checked, and a service decision will be made based on your request.
The results of the inspection will be sent to you via email, which you registered during the request.
*The notification will include the expected completion date for the repair.
3.Repair Progress
Repairs will be carried out in the order the products are received. The product will be in a waiting or in-progress state until the repair is completed.
4.Repair Completion and Shipping Notification
Once the repair is complete, a final notification message will be sent when the product is shipped.
The product is damaged. Is it repairable?
If the product is within the product service warranty period (24 months from the date of purchase), it can be repaired through part replacement for any damage or breakage. The fee will be 20% of the product’s retail price.Depending on the situation, the extra fee may be up to 40% to 60% of the original product price.
If the warranty period has expired, please contact the Product Service team to inquire about repair possibilities.
