FAQ&Shipping policy
Frequently Asked Questions
🛍️ About Our Products
Are all products authentic and officially licensed?
Yes! All products in our store are 100% authentic. KAYOU holds official licenses for over 70 top-tier global IPs including Ultraman, Harry Potter, My Little Pony and more.
What condition are the cards in?
All our collectible cards are brand new, factory sealed, and stored in optimal conditions to ensure premium quality. We take great care in packaging to protect your items during shipping.
Why might the outer box be removed?
Due to high international shipping costs, we may remove outer packaging boxes for some products to reduce freight costs. However, all inner boxes and blind box packaging are properly preserved to ensure products remain intact.
📦 Shipping & Delivery
How much does shipping cost?
HK$200 flat rate worldwide shipping for any quantity! This is DDP (Delivered Duty Paid), meaning all customs duties and import taxes are included - no surprise fees upon delivery!
Do I need to pay customs fees?
No! Our shipping is DDP (Delivered Duty Paid), which means all customs duties and import taxes are already included in the HK$200 shipping fee. You won't have any additional customs fees upon delivery.
How long does shipping take?
Default shipping: Air freight.（6-15 business days）
We will notify you beforehand if switched to sea freight（ Approximately 25 business days）
Plus 1-5 business days for order processing
Which shipping method will be used for my order?
Default shipping: air freight. For sea freight, we’ll confirm with you first before dispatch.
How can I track my order?
Once your order ships, you'll receive an email with tracking information. You can also track your order anytime at: Track Your Order
💳 Payment & Orders
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, Shop Pay, and other secure payment methods available at checkout.
Is it safe to shop on your website?
Absolutely! Our checkout is secured with SSL encryption, and we use trusted payment processors to protect your information.
Can I modify or cancel my order?
Please contact us at kayouk11hk@gmail.com immediately after placing your order. Once shipped, orders cannot be modified or cancelled.
If the order needs to be canceled after it has been dispatched, you will be responsible for all the shipping costs incurred.
🔄 Returns & Refunds
Can I return opened card packs?
No, opened collectible card packs cannot be returned due to the nature of the product. We only accept returns for unopened, sealed products in their original condition.
What if my package arrives damaged?
If your package arrives damaged, please contact us immediately at kayouk11hk@gmail.com with your order number and hotos. We'll work with you to resolve the issue promptly.
What is KAYOU's brand mission?
KAYOU's mission is to take high-quality entertainment products as the carrier to bring Chinese culture to the world. We focus on creating joy and conveying love through our premium collectibles.
Still Have Questions?
Contact our customer service team at kayouk11hk@gmail.com
We're here to help! 😊
📋 After-Sales Service Policy
- Blind Box Products: Card products are blind box items with randomized contents. Returns or refunds without valid reasons are not supported after payment is completed.
- Damaged or Incorrect Items: If you find that the items received do not match your order (such as wrong or missing items) or have obvious defects after signing for the delivery, please contact customer service via email within 10 working days for assistance. For detailed rules, please refer to the "Return and Exchange Policy" provided by the platform.
- Unboxing Video Recommendation: To avoid any disputes regarding after-sales matters, we recommend that you film an unboxing video after signing for the delivery, clearly showing the entire process from the unopened package to the unveiling of the item inside. This will serve as valid proof for after-sales support.
- Quality Standards: Due to limitations in production techniques, minor color smudging, color bleeding, uneven coloring, slight scratches, and slight curling on card products are considered normal and compliant with quality standards. If the products you receive exhibit any of the aforementioned conditions, it shall be deemed that Kayou has delivered products that meet the agreed standards. Kayou reserves the right to decline return or exchange requests based on such conditions. Please be aware of and agree to this policy before making a purchase, and consider your decision carefully and shop rationally.
By placing an order, you acknowledge that you have read, understood, and agreed to our After-Sales Service Policy.