Refund policy
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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us on our website or by mail Contact@kumakumastore.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question our website or by mail Contact@kumakumastore.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds / Exchanges
Please submit an unboxing video of your package within 7 days of the delivery date, otherwise, your claim may be rejected. Send the video to the following email address: Contact@kumakumastore.com.
To report a defect, the email must include: your name, your order number, one picture (or pictures), and a description of the defect(s).
To report an incomplete order, the email must include: your name, your order number, the name(s) of the missing item(s), and an unboxing video of the package.
We will process your request as quickly as possible. Depending on the issue, we will offer one of the following solutions:
- Sending, replacing, or exchanging the product(s)
- A voucher valid on www.kumakumastore.com
- Partial or full refund of your order
However, please check the condition of the package and its contents upon delivery, in the presence of the courier or relay point staff. We are not responsible for transportation risks once the items leave kumakumastore's premises.
We will process your email as quickly as possible.