Please submit a return or exchange claim to [email protected] within seven (7) days of delivery date (please note seven (7) days is from the date of carrier delivery and not opening of the package)
Within the email please submit your full name, order date, order number, item or items which you are looking to return or exchange, and the reasoning behind doing so.
Reasons for return/exchange: product is missing inclusions (not including pre-order benefits or posters), cd is damaged/not playing, photocard front (not back design side) is damaged note defects only visible in light will not be accepted, lightstick does not turn on with battery placement.
Reasons not accepted for return: plastic or outer packaging of items is damaged (this is due to the nature of shipping and the outer packaging is for the protection of the items within). photocard backing is damaged non-portrait area, the product has been visibly tampered with, customer has not provided a time stamped video showing the outer box and items as they are unboxed (video must be uncut & un-editied) , the item is signed, items purchased were on clearance and/or discount, items are one use or have sanitary seals such as food and beauty products, returns and exchanges will not be accepted if you had a change of mind or are looking for a different version of your items.
If you are concerned about whether or not to submit a claim or if it will be accepted please email us at [email protected] with your order number and video and we will gladly look into it for you.
* If your claim is accepted Kpop kKastle will send you a return label as well as where to ship the item from, the customer will incur the shipping price of package sending.
** If pre-paid label is sent to customer by Kpop Kastle return must be made within 2 weeks of postmarked date.
*** Items sent back without first submitting a request will not be accepted and may not be shipped back or refunded. we will notify you whether or not your claim has been accepted within two (2) weeks of receiving it back to our warehouse.
All items on clearance are final sale, and no refunds will be accepted no matter the circumstance.
Kpop Kastle will ship to the address provided by customer at checkout with selected shipping method, if you wish to change shipping address please contact us within twelve (12) hours of placing your order. If item has already been shipped out even within the twelve (12) hour time period we reserve the right to not reship without repurchase of items.
All items will be shipped with protective measures taken including but not limited to: hard paper packaging, bubble wrap, poly mailers, and any other materials we feel meet protective standards of items purchased.
We will ship items within a reasonable time frame of order placement. we are not responsible for any delays, or delivery failures caused by events outside of our warehouse.
worldwide shipping:
Kpop Kastle is not yet shipping internationally (meaning outside of the U.S.A., and its territories), we look forward to opening international shipping in the upcoming months.
We care about the protection of your data. Read our Privacy Policy.
