[VIDEO CALL EVENT] ONE PACT - 2024 SEASON’S GREETINGS Year of the Pack

⏰ Application period 2023. 11. 03 (Fri) 18:00 KST ~ 2023. 11. 10 (Fri) 23:59 KST 🙋‍♀️ Announcement of winners 2023. 11. 13 (Mon) 17:00 KST / 30people 🎁 Participant Benefit - Unreleased photocard Meow ver. 🍀 Special Benefit - Unreleased photocard Fubao ver. 🥳Winner Benefit - Unreleased photocard Chain ver. - Signed Polaroid

ARTIST

ONE PACT

VIDEO CALL

Apply for Event

When you purchase the product, you are automatically entered into the event. Cancellation or refund after purchase is not available.
If you place multiple orders during the entry period, all entries will be automatically combined.
Only one participant can apply per account; proxy or multiple applications are not allowed.
Entries will not be combined if the applicant information differs, even slightly, so please make sure your details are consistent.

Check MY BOX

You can check your entry status and winning results in ‘MY BOX’

Install Mobile App

Video calls can only be joined through the hellolive mobile app.
After installing the app, please make sure to allow camera and microphone access.
Push notifications are sent before the event begins, so please enable push notifications in the app settings.

Complete Test Call

You cannot participate in the Video Call without completing the test call.
The test call will take place on the day of the event, prior to the main event.
Please prepare the identification document specified on the event detail page for identity verification.

Connect to Video Call

You must remain in the chatroom until it is your turn to connect to the video call.
Only one-on-one calls are allowed. If anyone other than the winner participates, the call may be forcibly terminated.
If the call cannot be connected or is interrupted due to the participant’s network or device issues, a reattempt will not be possible.
If any part of the conversation is deemed inappropriate, the call may be forcibly terminated.

Shipping

Exchange

Shipping

Order Notice

Each order will be shipped separately, and combined shipping is not available.
Winner benefits, if applicable, will be included in the first order only.

Shipping Period & Fees

[Domestic — Korea]

Domestic — Korea: CJ Logistics

CJ Logistics

Delivery usually takes 2-5 business days, but it may take longer depending on the destination. Standard shipping fee: KRW 3,000 (costs may vary based on live currency conversion for payments made in other currencies). Free shipping is available for orders over KRW 200,000.

[International]

International: EMS, FedEx (U.S.)

EMS, FedEx (U.S.)

Delivery usually takes 3-7 business days, but it may take longer depending on the destination. International shipping fees vary based on the destination and package weight. To check the shipping fee, please add the item to your cart and enter your address. The system will automatically display the fee.

Products are shipped in batches following the event schedule.
Shipping timelines may vary depending on production periods or internal circumstances.
Shipping may be delayed during special seasons such as Black Friday, holidays, etc.
There may also be shipping delays if your package is subjected to customs clearance.

Changing Your Shipping Address

If payment is completed: You may edit your shipping address directly in MY BOX.
If the order is being prepared for shipment: Please contact Customer Service to check if modifications are still possible.

Pre-Order

If your order includes pre-order items, shipping will follow the scheduled date.
Please check the estimated shipping date for pre-order products.

Customs ∙ Taxes

Customs duties and taxes are not included in the product price. Additional charges may apply depending on your country’s import policies. hellolive is not responsible for any additional fees. Please review your country’s customs policies before purchasing.
Refunds are not available for returns caused by unpaid or refused customs duties. Any customs or return fees incurred during shipping or return must be borne by the customer.

Shipping Issue

Refunds are not available for delivery issues caused by an absent recipient, incomplete or incorrect address, or other issues. hellolive is not responsible for issues occurring after the shipment has been dispatched. Any additional shipping or return costs will be charged to the customer. Please check your tracking status regularly after shipment.
Once the package has been handed over to the local courier, issues must be resolved directly with the local delivery service.

Damaged ∙ Missing Items ∙ Wrong Delivery

If an item is damaged, missing, or incorrectly delivered, please keep the product and all packaging materials until the exchange process is completed.
Exchange requests must be made within 7 days from the delivery date.
An unboxing video — showing the shipping box included — is required to request an exchange. For details, please refer to the Exchange Guidelines.

Using a Forwarding Service or Third-Party Fulfillment Provider

Using a shipping forwarding address is allowed, but compensation is not guaranteed in the following cases:
Shipping delays
Damaged ∙ missing items ∙ wrong delivery
Any other compensation-related issues
For issues related to forwarding services, please contact your forwarding provider directly.

Exchange

Claim Submission Period

Claims for defects or missing items can only be submitted within 7 days from the delivery date.

Exchange Request Procedure

Claim Request Form

Order Number :

Name :

Ordered Email :

User ID :

Defect ∙ Missing Item & Quantity :

Please provide the exact product name and version of the item you purchased for prompt verification.
ex) hellolive - Mini 1st Album hellolive / Version A Missing album / 1ea

Reason for exchange request :

Please send the unboxing video along with the completed form below to hellolive via email(cs@hellolive.tv).
A complete unboxing video, including all items and benefits, is required for any exchange request.
Exchange requests cannot be processed if the unboxing video is missing, edited, paused, partially recorded, or otherwise not original.

Unboxing Video Requirements

The entire process—from opening the shipping box to checking all contents—must be filmed in a single, unedited take.
Products must remain within the camera frame at all times.
The video must clearly show the moment when the defect or missing item can be identified.
Shipping label must be recorded clearly so that the tracking number and shipping address (including recipient’s name) are visible.
It is required to include a recording confirming that there are no cuts on any side of the unopened box (front, back, both sides).
If the shipping label or box tape is damaged, exchange requests will not be accepted.

Additional Notes

For album purchases, the album version and all included components must be fully verifiable to process an exchange.
Minor ink dots or scratches that occur naturally during printing are not considered defects.
The outer box (outbox) is protective packaging; scratches, dents, or discoloration on the outer box are not eligible for exchange.

Photocard Exchange Criteria

Exchanges are available when the photocard shows defects such as stains, smudges, dents, or scratches 5mm or larger on the artist’s face, and when such defects clearly reduce the product’s value.
Minor issues such as slight color or size differences, stains or scratches on the back, or horizontal printing lines that occur naturally during production are not eligible for exchange.
Small scratches, dents, or dust marks on the body or background—considered unavoidable due to material characteristics—may not be eligible for exchange depending on stock availability.

Select the product