REFUNDS AND RETURNS
Q. Can I cancel an order?
A. We are happy to cancel orders with no extra fee before your items have been dispatched! If your order is already on the way to you or has arrived, we are happy for them to be sent back as long as the items are still factory sealed - however the customer is responsible for paying the return postage fee. Once we receive the items back, we will issue a full refund for the order (Not including postage fees).
If you would like to cancel an order, please email us with your name, postcode and order number: support@kstars.co.uk .
Q. Can I return or exchange my order?
A. We accept both returns and exchanges of albums within 14 days of your order arriving, as long as the items are unopened and in their original packaging. Returns will be refunded to the original form of payment (minus the shipping fees).
We ask that all of our customers film an unboxing when opening their package, so if any items are damaged, we can compensate for them appropriately. If an unboxing video is not taken while unboxing the order, we cannot verify the validity of claims of damage/missing products, so please ensure you film upon opening your order!
We do not accept returns of photocards as once they have left our physical store/packing warehouse, as we can no longer guarantee their authenticity.
We cannot offer refunds or exchanges for products with minor damages, dents or scratches and we also cannot accept returns due to mistakes inside the album such as misprinted pages, typos or missing inclusions such as photocards. These are factory errors caused by the manufacturer and since all of our albums are sealed, we cannot prevent this from occurring. If an unboxing video is filmed and can show any severe damage that has occurred before the customer unpacked it and it is still sealed in its original packaging, we are able to exchange the product.
We cannot offer a refund for delayed shipping, as this is an issue on the part of DHL, over which we have no control. If you do not receive your order within 15 working days after dispatch, please contact us and we can file a claim on your behalf
Q. Why was my order cancelled?
Orders may be cancelled without explanation if we notice activity we deem as suspicious such as bulk buying. For any order that we suspect is highly fraudulent, we will cancel with no prior warning. We also have some limits on Customers buying multiple of certain products, these conditions are always listed in the description of the product so make sure to read them thoroughly! If you purchase multiple products, your order may be amended/cancelled without notification.
If an order is flagged as fraud, we will contact to request further analysis for the purchase, and will proceed with the order if the proof is satisfactory, or cancel the order if it does not pass the fraud analysis.
PLEASE NOTE : Damaged/ discounted items are final sale and cannot be refunded/ exchanged.
For any other enquiries, please contact us at : support@kstars.co.uk