Shipping, Cancellations, Missing Contents, Packaging Condition, Returns & Exchanges
PART 1 — UK and Rest of World (excluding EU)
This section applies to customers located in the United Kingdom and countries outside the European Union. Customers located in the European Union should refer to Part 2 — EU Right of Withdrawal, which takes precedence where required by applicable law.
Shipping & Payment
Q. What shipping methods do you provide?
A. We ship all UK orders using Royal Mail services.
|
Order Value |
Shipping Method |
Cost |
|---|---|---|
|
£0.01 – £15.00 |
Royal Mail 2nd Class (Untracked)* |
£2.99 |
|
£15.01 – £50.00 |
Royal Mail Tracked 48 |
£4.50 |
|
£50.01 – £80.00 |
Royal Mail Tracked 48 |
£4.99 |
|
£80.01 – £120.00 |
Royal Mail Tracked 48 |
£5.99 |
|
£120.01 – £160.00 |
Royal Mail Tracked 48 |
£6.99 |
|
£160.01 – £199.99 |
Royal Mail Tracked 48 |
£7.99 |
|
£200.00+ |
Free UK Mainland Delivery |
Free |
* Isle of Man, Jersey and Guernsey are excluded from these shipping bands.
Q. Do you offer free shipping in the UK?
A. Yes. Orders of £200.00 or more qualify for free delivery within mainland UK. Orders below this amount start from £2.99, depending on the order value.
Q. Do you ship internationally?
A. Yes. We ship to most countries worldwide. Shipping rates are calculated automatically during checkout based on your delivery address and the weight of your order.
Q. How much does international shipping cost?
A.
- European destinations: from £25.99
- Rest of the world: from £32.99
Final shipping costs are calculated automatically at checkout based on parcel weight and destination.
Q. Who pays VAT and import taxes?
A. Prices displayed on our website include UK VAT where applicable (books are zero-rated).
Customers ordering outside the United Kingdom are responsible for any import VAT, customs duties, taxes or clearance charges imposed by their destination country.
Q. Will I have to pay customs charges?
A. Possibly.
International orders may be subject to customs duties, import taxes or handling charges determined by your local customs authority.
These charges are entirely outside KYYO’s control and remain the responsibility of the customer as the importer of record.
Q. Why hasn’t my order arrived within the estimated delivery time?
A. Delivery estimates begin after your order has been processed, not from the date it was placed.
During busy periods, order processing may take 3–4 business days before dispatch.
Once shipped, you will receive a dispatch confirmation and tracking information. Royal Mail tracking may occasionally update only when a delivery attempt has been made.
Please allow 7–10 days after receiving your tracking number before contacting us about a delayed shipment.
For pre-orders, please note that the Korean release date is not the dispatch date from KYYO.
After the official Korean release, products normally require at least four additional weeks to arrive at our UK warehouse, subject to suppliers, freight and customs delays. Orders are dispatched as soon as stock has been received and processed.
Typical delivery times are:
- UK: approximately 4–7 business days after dispatch.
- International: approximately 1–2 weeks after dispatch, depending on customs clearance and local postal services.
Q. Why was I charged additional fees to receive my international order?
A. These are customs or import charges collected by your country’s customs authority.
KYYO does not receive these fees and has no control over their amount.
Please contact your local customs office for further information.
Q. My country isn’t available during checkout. Can you still ship to me?
A. We do our best to ship worldwide, but some destinations are currently unavailable.
Please contact us at info@kyyo.co.uk, and we’ll be happy to check whether an alternative shipping solution is available.
Q. What payment methods do you accept?
A. We currently accept:
- Visa
- Mastercard
- American Express
- Shopify Payments (Stripe)
- PayPal Express Checkout
Cancellations, Returns & Exchanges
Q. Can I cancel an order or pre-order?
A.
UK and non-EU customers
- Orders may be cancelled free of charge within 48 hours of purchase.
- After 48 hours, and up to 7 days before the scheduled shipment from KYYO, an 8% processing fee applies.
- Orders cannot be cancelled within 7 days of the scheduled shipment from KYYO, except where required by applicable law.
EU customers
If you are a consumer located in the European Union, you may cancel your order, including pre-orders, at any time before dispatch in accordance with applicable consumer protection legislation.
After delivery, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the final item in your order.
To request a cancellation, withdrawal or return, please contact us at info@kyyo.co.uk with your full name and order number.
We will confirm receipt of your request by email as soon as possible.
Q. What happens if there’s a pricing error on the website?
A. If a product is listed with an incorrect price due to an error, KYYO reserves the right to cancel the order before dispatch. If this occurs, you will be notified immediately and receive a full refund.
Q. I placed the wrong order. Can I cancel it?
A. Contact us as soon as possible via info@kyyo.co.uk or Live Chat.
If your order is eligible for cancellation, we will process your request according to the cancellation conditions above.
If your order has already been dispatched, it can no longer be cancelled. Return eligibility will instead depend on the applicable return rules for your country of residence.
Q. Can I return or exchange my order?
Q. Can I return or exchange my order?
A.
Yes, most items may be returned or exchanged in accordance with our returns policy and applicable consumer protection laws.
1. RETURN PERIOD
If you change your mind, you must notify us within 14 days of receiving your order.
You then have a further 14 days to send the item back.
To request a return or exchange, please contact info@kyyo.co.uk with your order number and the item(s) you wish to return.
We will issue a Return Merchandise Authorisation (RMA) and provide the necessary return instructions.
Please request an RMA before returning your item to help us identify and process your return efficiently.
An RMA is not a legal requirement for exercising your statutory cancellation rights.
2. RETURN CONDITIONS
Returned items should be:
- Unused and in their original condition.
- In their original packaging, wherever possible.
- Complete with all original accessories, photocards, inclusions, posters and promotional items supplied with the product.
- Carefully packaged to prevent damage during return shipping.
We expect customers to handle products with care and only inspect them as they would in a physical shop.
Where permitted by law, KYYO reserves the right to deduct an appropriate amount from the refund if the item's value has been reduced due to excessive handling, damage or missing contents.
Items returned in pristine, fully resaleable condition will qualify for a full refund of the item price, subject to the applicable return conditions.
3. FACTORY-SEALED K-POP PRODUCTS
Many K-pop products are factory-sealed and contain collectible items.
Under applicable UK consumer law, sealed audio or video recordings, including qualifying CDs, DVDs and Blu-ray discs, are excluded from the statutory right of cancellation once their seals have been broken after delivery.
For other products, including photobooks, photocards, Smini albums, POCA albums, vinyl records and collectible merchandise, the applicable cancellation rights depend on the nature of the product.
Opening the packaging does not automatically remove your statutory cancellation rights.
However, excessive handling, damage, missing inclusions or deterioration in condition may result in a reduction of the refund where permitted by law.
These conditions do not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
4. RETURN SHIPPING COSTS
If you are returning an item because you have changed your mind, ordered the wrong product or no longer wish to keep it, you are responsible for all return shipping costs.
KYYO does not provide free returns for change-of-mind purchases.
We strongly recommend using a tracked and insured delivery service and keeping proof of postage.
If you receive a faulty, incorrect or damaged product, please contact us before returning it.
Where required by law, KYYO will cover reasonable return shipping costs.
5. ORIGINAL DELIVERY CHARGES
Please note that the original shipping charges paid when placing your order are generally non-refundable for partial returns.
If you return only part of your order because you have changed your mind, the original delivery charges will not normally be refunded.
If you cancel your entire order within the statutory cancellation period, the original standard delivery charge will be refunded as required by applicable consumer law.
Additional charges paid for express, premium or upgraded delivery services are non-refundable to the extent permitted by law.
6. REFUNDS
Once your returned item has been received, we will inspect its condition.
Refunds will be issued to the original payment method.
Where statutory cancellation rights apply, refunds will be processed without undue delay and within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier.
Where legally permitted, deductions may be made for any reduction in value caused by handling beyond what is necessary to inspect the product.
No additional refund processing or restocking fees will be charged for statutory cancellations.
7. EXCHANGES
If you wish to exchange an item, please contact us within 14 days of receiving your order.
Exchanges are subject to product availability and applicable consumer rights.
For voluntary exchanges, customers are responsible for return shipping costs and any additional delivery charges for sending the replacement item.
If the exchange is required because we supplied an incorrect or faulty product, your statutory consumer rights will apply.
8. INTERNATIONAL & EU RETURNS
International customers are responsible for return shipping costs for change-of-mind returns, where permitted by applicable law.
EU customers retain their statutory right of withdrawal in accordance with applicable EU consumer protection legislation.
Any return shipping charges must comply with the consumer protection laws applicable to the customer's location.
Please contact us before returning an international order so we can provide the appropriate return instructions.
9. IMPORTANT INFORMATION
Please do not send any items back without first contacting our customer service team, as this may delay the processing of your return.
This request does not restrict your statutory cancellation rights.
Nothing in this policy affects your statutory consumer rights.
For all return enquiries, please contact:
info@kyyo.co.uk
Lightsticks
Lightsticks used at concerts or showing signs of use beyond normal inspection are not eligible for return or exchange unless they are faulty or where required by applicable consumer protection legislation.
Pre-orders
For UK and non-EU customers, pre-orders cannot be cancelled within 7 days of the scheduled shipment from KYYO.
For customers located in the European Union, statutory cancellation and withdrawal rights described above continue to apply.
Missing Contents & Packaging Condition
All products sold by KYYO are factory sealed and supplied by official distributors.
Missing inclusions such as photocards, postcards, posters, bookmarks or pre-order benefits are the responsibility of the manufacturer. Because products are factory sealed, KYYO cannot verify their contents before dispatch and cannot guarantee replacements, refunds or compensation for missing inclusions.
Minor cosmetic imperfections to the outer packaging, including small dents, scratches or lightly damaged corners, are considered normal during international transportation and do not qualify for a refund or exchange.
Nothing in these Terms & Conditions limits or excludes any statutory rights that cannot legally be excluded.
PART 2 — EU Right of Withdrawal
This section applies exclusively to consumers located in the European Union.
Where applicable, it takes precedence over Part 1 in accordance with applicable EU consumer protection legislation.
Q. Do I have the right to cancel my order?
A. Yes.
If you are an EU consumer, you may cancel your order, including pre-orders, at any time before dispatch without providing any reason.
Unlike UK and non-EU customers, there is no 48-hour cancellation limit and no processing fee before dispatch.
Q. Can I return my order after delivery?
A. Yes.
You have a statutory right to withdraw from your purchase within 14 calendar days of receiving the final item in your order.
If the final day falls on a weekend or public holiday, the deadline is automatically extended to the next working day.
This right applies to regular products, sale items and pre-orders.
Q. How do I request a cancellation or return?
A. To request a cancellation, withdrawal or return, please contact us at info@kyyo.co.uk with your full name and order number.
We will confirm receipt of your request by email as soon as possible.
Q. What condition must returned items be in?
A. Items should be returned in their original packaging and in the same condition in which they were received.
Opening a factory-sealed album, CD, photobook, lightstick or similar product solely to inspect it does not remove your statutory right of withdrawal.
However, if an item has been used beyond what is necessary to establish its nature, characteristics or functioning—for example, a lightstick used at a concert—we may reduce the refund to reflect any loss in value. Each return is assessed individually.
Q. How much does return shipping cost?
A. A flat return shipping fee of £14.99 applies to returns made under the statutory right of withdrawal and will be deducted from your refund.
Q. Are sale items and pre-orders covered?
A. Yes.
Under applicable EU consumer protection legislation, discounted items and pre-orders remain eligible for cancellation before dispatch and for the statutory 14-day right of withdrawal after delivery.
Q. Are there any exceptions?
A. Yes.
The statutory right of withdrawal does not apply to:
- Custom-made or personalised products.
- Goods made to your individual specifications.
- Perishable goods.
- Goods that become inseparably mixed with other items after delivery.
KYYO does not currently sell personalised or made-to-order products.
Q. What if my album is missing a photocard or other inclusion?
A. All albums sold by KYYO are factory sealed and supplied by official distributors.
Because products arrive factory sealed, we cannot verify the contents before dispatch.
Missing manufacturer inclusions, such as photocards, postcards, posters or other inserts, remain the responsibility of the manufacturer.
This does not affect your statutory right of withdrawal. However, claims relating solely to missing inclusions are handled separately and cannot be guaranteed.
Q. I still have questions.
A. Please contact us at info@kyyo.co.uk and we’ll be happy to assist you.