KK Fans · After-delivery care

Something not quite right?

We know how much your order means to you. If something arrives damaged, incorrect, or missing from your parcel, share the details and we’ll review them with care.

01Keep it & document it

02Send your report

03We review & help resolve it

Damage & order issue report

* Required fields

Please submit one report per order and include all affected items. For visible damage or incorrect items, please contact us within 7 days of delivery, as set out in our Refund Policy. If you discover an issue later, contact us so we can review the circumstances and your applicable rights.

Looking to cancel a preorder for personal reasons? Please use the Preorder Cancellation Request form. For a parcel that has not arrived, contact customer care.

A clear record helps everyone

Start recording before you open.

To help us understand the condition of your order on arrival, please record one continuous, unedited unboxing video:

Show all sides of the unopened parcel, the shipping label, and the original tape or seals.
Keep the parcel in view while opening it and removing the protective packaging.
Show each item and any damage, incorrect item, or missing contents clearly. Avoid cuts or pauses.

Already opened it without a full video? Please explain in the form and share any photos or other evidence you have. We will assess the available information; missing video alone does not automatically remove your right to a remedy.

What to keep & share

The details make a difference.

Clear photos of the affected item, outer parcel, shipping label, internal protection, and retail packaging.
The item, box or mailer, inserts, and protective materials until our review is complete.
Your order number and the affected product names, versions, and quantities.

Please do not return anything until we provide instructions, unless applicable law requires otherwise.

Two easy ways to send evidence

Share a link or email us.

Google Drive or another file service: upload your original video and photos, give [email protected] viewing access, and paste the link in the form. Please keep it accessible while we review.

Email: send your evidence or a video link to [email protected]. Include your order number and “Damage report” in the subject so we can match it to your form.

Keep evidence private. You do not need to show your face or post publicly. Please exclude unrelated personal information and payment details.

A fair review, with context

We check both sides of the journey.

We record the packing of every order before dispatch to document the items and packaging. Our team reviews this record together with your unboxing evidence and relevant shipping information to understand what happened.

If we verify a packing or transit issue affecting your order, we’ll help resolve it under our Refund Policy. For verified damaged, defective, or incorrect items, we offer a new replacement when available or a full refund for the affected item.

A packing video records what is visible before dispatch; it does not rule out transit damage or a hidden defect. Every report is reviewed on its evidence.

Packaging wear or product damage?

Minor dents, creases, or surface wear to outer shipping packaging do not by themselves establish product damage. If the product is affected, or retail / collectible packaging was part of what you purchased, please show us the issue so we can assess it in context.

Submitting a report does not automatically approve a refund or replacement. This evidence process does not limit mandatory consumer rights or remove rights that applied when your order was placed.