Should your package encounter any of the following issues, please provide sufficient evidence for us to process your after-sales request (replacement shipment or compensation) appropriately:

1. Package Shipping Issues (Loss or Theft):

Scenario A: Customs Clearance Delays:Stalled tracking updates due to packages undergoing customs clearance are common and typically require additional processing time (generally 5-7 business days or longer, depending on the destination country and specific circumstances). This situation does not qualify as "loss or theft" under our after-sales policy. Please allow sufficient time for customs processing. If tracking information remains unchanged for an extended period exceeding the expected clearance timeframe by 2 weeks or more after entering customs, you may contact us for assistance.

Scenario B: Non-Customs Related Shipping Exceptions:Tracking information remains stagnant with no updates for over 7 consecutive days, or the carrier explicitly reports an exception.

• Required Documentation (For Scenario B): Complete screenshot(s) of the abnormal tracking history and/or an official Proof of Loss/Damage or exception notice issued by the shipping carrier.

2. Goods Received Damaged or Incomplete:

The main structure of the received item is damaged (e.g., shattered, deformed, broken) or essential components are missing, rendering the product unusable as intended.

• Required Documentation: Clear, close-up photo(s) or video clearly showing the damaged area(s) or missing components.
• Note: For certain products, subject to the specific after-sales requirements of the manufacturer/brand owner, a complete unboxing video is mandatory. This video must clearly display:The intact shipping label/waybill.The external condition of the sealed package from all six sides.The entire unboxing process, including the removal of packaging materials and inspection of the product contents.

1. Cancellation Before Shipment Confirmation:

Cancellation requests will only be accepted if submitted before the buyer receives the Shipment Confirmation Email (containing the package’s tracking number). Eligible requests will be processed promptly, and a refund will be issued upon approval.

2. Cancellation After Shipment：

Once an order has been shipped, cancellations cannot be guaranteed. To proceed with a cancellation at this stage:

• The buyer is required to refuse delivery of the package upon receipt.
• The unopened and undamaged package must be returned to us in its original condition (with all tags, packaging, and seals intact).
• Refunds will be processed only after we receive and verify the returned item.

Important Notes:

• We reserve the right to deny refunds if the returned item shows signs of use, damage, or tampering.
• Refunds may take up to 7 business days to reflect in the original payment method after approval.
  

Address-change-request is acceptable within 24 hours after placing an order. We do not have after-sales service for overdue address change requests.

For incorrect or incomplete addresses resulting in delivery failure or non-receipt of goods, we regret to inform you that we cannot process such cases on our end.

If you find any issues with the product you received, please contact our customer service promptly for assistance.

You are required to provide sufficient photos and videos as evidence to illustrate the problem with your product.

Additionally, please keep the product packaging, the package box, and the package bag. We need valid information from these three types of packaging to handle after-sales issues. Please remember that the absence of this information may prevent us from providing after-sales service.

1. If customers request a return or exchange due to personal reasons rather than product quality issues, all shipping costs will be borne by the customers.
2. We will process your refund for the amount of the product itself within 2 working days after receiving the goods returned to KikaGoods, provided that the returned items do not affect secondary sales.
3. Blind box products are considered special items. No returns or exchanges will be accepted for products that have had their packaging removed.
4. If only the outer packaging is damaged during shipping and the collectibles inside the packaging are intact, KikaGoods will not be responsible for after-sales services.
5. If the personal information you provide is incorrect or imcomplete, and this leads to the inability to deliver the goods or customs seizure, we will not offer after-sales service.
6. All transactions on KikaGoods are settled in EUR.When processing a refund, the final amount you receive will be calculated based on the exchange rate between EUR and your local currency at the time the refund is processed.KikaGoods is not responsible for any difference in the refund amount due to exchange rate fluctuations. Such instances are not covered by KikaGoods' after-sales service responsibility.
7. Payment Processing & Currency Conversion Fees: Our payment processing partner, Stripe, supports payments in over 135 currencies. When you pay using a non-EUR currency, Stripe automatically converts it to EUR.During this currency conversion process, Stripe charges the third party (the buyer) a currency conversion fee.
   Due to a policy change by Stripe, they no longer cover the currency conversion fees incurred during the refund process. This means:

• If a refund occurs, your refund amount will be converted from EUR
  back to your local currency at the current exchange rate.
• You will not receive a refund for the currency conversion fee incurred during the original payment. This fee will not be refunded.

1. If the logistics tracking indicates Delivered, we will not be able to provide a refund for customers who claim they have not received the goods and request a refund.
2. Blind boxes and other products that affect secondary sales after disassembly will not be allowed for return and refund services if there are no major defects.
3. If you find any question on receiving your parcel, please do not open the blind box. Contact us and we will find a solution for you. If you have already opened the blind box, we shall not offer any compensation for you.
4. After-sales service will be provided only within 7 days from the date the logistics shown as delivered. Any request made after this period will not be accepted.
5. If the package is opened during customs inspection, KikaGoods will not handle after-sales for this situation.
6. When it comes to refunds, KikaGoods only processes the amount actually paid by the customer.
7. KikaGoods doesn't offer refunds for the price difference services in terms of discounted products during certain promotional events or some specific items under price adjustments. Thank you for your understanding!

Our return address is：

Room 427, Huaxing Development Building, No.328 Wener Road, Xihu District, Hangzhou City, Zhejiang Province, China

When returning the goods, please follow the return address given by us.

If you have any questions, please contact our email: eu_customer_service@kikagoods.com