FAQ & Contact

This is an online-only store, we sell 100% official products and our own brand of fan-made products too! This store is managed only by me and it's based in the UK, shipping almost everywhere in the world! If your country is not on the list please contact me and I will look into it. My aim is to reach all K-pop fans worldwide with the most affordable prices! Other than the contact from below or our email (kbyseni@gmail.com) you can also reach out on  Instagram @kbyseni (my one and only account).

- Seni from KBYSENI

 

Frequently Asked Questions:


Can I cancel my order?

Please check the cancellation and returns policy right at the end of the page. You can also see a quick informational image below (box nr.4)

Where is my order/ any updates on my PRE-ORDER items?

If you ordered 'PRE-ORDER' items, please check the product description for shipping and estimated arrival dates. If the estimated date of arrival has passed, please don't hesitate to drop me a message on instagram @KbySeni or use the contact form below!

You also have the 'DATES AND UPDATES' page, you can find it in the menu at the top of the page, for easy access.

If your order only contains 'In Stock' items and you ordered over 3 working days ago and there has been no update, feel free to send me an email below.

If you ordered 'PRE-ORDER' items with different arrival dates and/or with 'In Stock' items, please check this informational image below (box nr.2)


Shipping Policy

Thank you for visiting and shopping at KbySeni! Kbyseni ships all of our orders via Royal Mail. You will receive an email update with your tracking number once your order has been shipped.

Processing and Delivery Times

We try to process orders within 1-3 days. UK shipping typically takes between 2-5 working days, international delivery, 3-10 working days. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Additionally, nationwide and global shipping delays (holiday volumes, or inclement weather) may impact your estimated delivery date.

Tracking Your Order

Once your order has shipped, you will receive an email with a tracking number; you can track your order via royalmail.com/tracking. Once you receive your tracking number, please allow up to 48 hours for the tracking portal to update.

Customs Fees and Import Taxes

KbySeni is NOT responsible for any customs or import fees you may incur during or after shipping (tariffs, taxes, VAT, etc.).

Contact Us

If you have any questions or concerns regarding your order, feel free to contact us at contact@kbyseni.com

Returns & Refunds Policy

Returns

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. We only accept returns IF THE ITEM IS DAMAGED (not damaged from shipping as this is not something we can control) and with video evidence (unpacking video).

If your return is accepted, we recommend that you use a tracked delivery service as we cannot accept liability for goods lost in transit. We do not cover postage costs for returned items at this time.

To start a return, you can contact us at kbyseni@gmail.com
Items sent back to us without first requesting a return will not be accepted.
 

Return Address

Upon request and acceptance of you return we will send you the address to make your return.

Return Exceptions 

Some items can not be returned if they are opened and/or used.
Products that have been used or altered will not be accepted for return or exchange. 
An unpacking video will be requested if the item arrives damaged ( example: Stitching broken or badly sewn fabric).


Refunds

We will notify you via email once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the transaction.

Refunds due to Unpaid Customs or Unreceived Parcels

You will not be refunded if I have sent you the order and it was not received. Either from not paying customs or not being at home to receive it. What's happens next? 

When the parcel returns to me:
  • Either you pay for the shipping again plus additional fees if there is any.
  • OR, I will keep the parcel and give you a refund upon checking if the item are still intact and have no damages from shipping.

Damages and Issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can resolve the issue as soon as possible.

Please note that we will require images and/or videos of any damage for our records.

If more than 15 business days have passed since we’ve approved your return, please contact us via contact form or send an email to kbyseni@gmail.com

 

Order Cancellation

Only orders placed within 24h can be cancelled, with exception to orders with pre-order items, these cannot be cancelled. Please check cancellation policy for more information.

Cancellation Policy

Order Cancellation on in stock items

Only orders placed within 24h can be cancelled, with exception to orders with pre-order items, these cannot be cancelled. 

 

Order Cancellation on Pre-Orders

Some items in our store may be offered to you as a pre-order. This cancellation policy lays out how you can change/cancel this kind of purchase. 

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. If the order has been placed to our supplier (usually within 24h), then you can't cancel the order. See our returns policy for more details on returns and refunds. 

Please check the page “Dates and Updates” for shipping dates enquiries (top menu).

If you are still not sure, please check product descriptions before asking for shipping dates.

After checking both and if you still don’t have the answer you were looking for, don’t hesitate to contact me.

For any other queries please use this contact form or send an email to: kbyseni@gmail.com