Need help with your order? Send an email to grouporders@kaimediagroup.com with your order number and we’ll be happy to assist you from there.
Can’t find our reply? Please, check your promotions/spam/junk folders in your inbox for emails from grouporders@kaimediagroup.com. If your inbox is full, please clear space so that our replies go through.

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For all claims, we will require an unboxing video with a clear view of the package being opened and of all the contents inside. The claim and unboxing video must come from the recipient at the original delivery address on the order as proof that the order came from us with missing, damaged, or incorrect items. You have 7 days from your delivery date to submit a claim indicating that there is something wrong with the order. The 7 days start when your order was delivered, NOT when you opened the package. 

*We do not accept returns/exchanges/refunds based on change of mind. Meaning, we do NOT accept claims because you no longer want the item. There must be an issue with the order for a claim to be submitted* 

To submit a claim for your group order, please send an email directly to grouporders@kaimediagroup.com with your order information and your unedited unboxing video so that a customer success representative may further assist you with your order :)

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TERMS AND CONDITIONS

NOTE:

Recipient and Group Order Manager (GOM) are identified as the same individual and will hereby be used interchangeably. 

  • They are considered a direct hello82 customer.

Recipient/GOM purchasers refers to the individuals purchasing product from the Recipient/GOM.

  • They are not considered direct hello82 customers.

 

  • US Exclusive albums are available on a first-come, first-serve basis
  • Discounted prices for Group Order items do not include secondary fees such as sales tax, shipping, or customs. The GOM is responsible for all applicable shipping and customs fees.**
    • **hello82 cannot predict or notify customers of any possible customs fees, taxes or additional charges, and we do not have the ability to mark packages as having “No commercial value” in order to reduce potential duties incurred. Make sure to research your country’s customs requirements in order to avoid any unexpected fees.
  • Group Orders are currently only shipped from hello82 U.S. based fulfillment centers and are unable to be picked up directly from hello82 physical locations at this time.
  • Any pre-packaged Exclusive Benefit Photocards (ie. photocards that are packed within the album itself) are randomized and cannot guarantee an even member distribution
    • If your order includes additional benefit photocards, an even distribution of photocards will be given as stock allows. Therefore, an absolute guarantee cannot be given depending on inventory availability.
  • In the event the product runs out of stock, the recipient will only be billed for the available product sent. Item quantities will be outlined in your invoice.
  • The recipient is responsible for paying any received invoices within 7 days in order to finalize your order. Failure to pay the invoice within this timeframe will void the invoice and the order will become invalid. If this occurs, the recipient will need to place another order in order to receive their desired in-stock quantities.
  • All invoices must be paid in full.
  • Orders will fulfill (on average) within 2-5 weeks of the date of invoice payment. In the event of unforeseen circumstances wherein fulfillment exceeds this window, GOMs will be contacted via email regarding the delay.
  • hello82 is not responsible for damaged, missing, lost in transit packages, or any other claims relating to the mishandling of the order by the shipping carrier. It is the responsibility of the recipient to contact the shipping carrier should anything happen during the shipping process.
  • Questions concerning these issues can be directed to the hello82 Group Order Customer Success team at grouporders@kaimediagroup.com. As with all hello82.shop orders, claims must be submitted within 7 days of delivery.
  • Claims concerning individuals who have joined a GOM’s group order will NOT be accepted by the hello82 Customer Success team.
  • It is the responsibility of the Group Order Manager (GOM) to assist with and fulfill the orders of their own purchasers. hello82 will NOT ship products directly to Group Order Manager (GOM)’s purchasers on the Group Order Manager (GOM)’s behalf.

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FAN ENGAGEMENT ELIGIBILITY

Please note that hello82 Official Partnered Group Order rates and discounts are only applicable to certain eligible products. Eligible products and promotions do not include:

  • Fancall Opportunities
  • Fansign Opportunities
  • any other Fan Engagement Opportunity

Participation in previous hello82 Official Partnered Group Orders does not negatively or positively impact your eligibility to enter the above types of events on your own through hello82.shop.

Partnered Group Orders are handled independently of any fan engagement promotions to ensure fair selection opportunities to all applicants, and are therefore considered ineligible for any exclusive discounts.

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CLAIM ELIGIBILITY

7-DAY RULE:

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue. We have a 7-day refund and return policy only on damaged or incorrect items, which means you have 7 days after your package is delivered to send in a claim to request a return/exchange/refund.

To be eligible for a return or exchange, your item(s) must be in the same condition as received, unopened, and in the original packaging. You will also need the receipt or proof of purchase.

To file a claim for your group order, please send an email directly to grouporders@kaimediagroup.com or reply directly to your existing group order email thread with grouporders@kaimediagroup.com with your order information and your unedited unboxing video for further assistance from a customer success representative.

**Please, note that if you file a claim after the 7-day period concludes, your claim may no longer be accepted.

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DAMAGES

Plastic covering and some outer boxes on albums/products are considered packaging that protect internal items, damage to those parts will not be considered defective.

For any artist photocards, defects on the back of the item, excluding the portrait, will also not be considered damage.

Any defects outside/on the artists' portrait that can only be identified through light reflection will not be considered damage.

Small dents/damages and slight bending and scratches that may occur during the shipping process are not considered defective, and therefore, they are not eligible for a claim.

Please send an email with your order number and unedited unboxing video directly to us at grouporders@kaimediagroup.com so that a customer service representative may further assist you with your order.

Keep in mind that you have 7 days from your delivery date to submit a request.

**If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected

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MISSING/INCORRECT ITEMS

If an item or an inclusion is missing or incorrect, please send an email directly to us via grouporders@kaimediagroup.com or reply to your existing group order email with grouporders@kaimediagroup.com with your order number and your unedited unboxing video so that a representative of our customer service team can further assist you with your order. 

Keep in mind that you have 7 days from your delivery date to submit a request.

**If your request is submitted after the 7 days or without the unedited unboxing video, it may be automatically rejected

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REFUND/CANCELLATION

REFUNDS:

Not all items are eligible for refunds, such as items with events (e.g. video calls, fansigns, showcases, live streams, etc.), clearance items, and unfulfilled orders past the 90 day policy. Signed albums are also final sale but can be canceled before they are shipped and you can submit a claim if there is something damaged, missing, or you received the wrong item by sending an email directly to us at grouporders@kaimediagroup.com.

Need a quick answer? Check out the CLAIMS FAQ for an answer to common refund/cancellation questions :)

CANCELLATIONS:

Cancellations can be made by the customer by going to your order confirmation email, clicking "View Your Order," and then clicking the "Cancel" button at the bottom. You may also cancel the order via the Shop App. If you cancel on your own, the cancellation initiates an automatic refund and it takes approximately 3 to 9 business days for the amount to show up in your form of payment.

After an order has generated a tracking number, it is prepared for shipping and it is too late to cancel.

Not all items are eligible for cancellation, you may send an email to grouporders@kaimediagroup.com so that a representative can further assist you and see if your order is eligible for cancellation.

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RETURNS/EXCHANGES

Claims for damage, missing, returns, exchanges, etc. MUST be submitted to grouporders@kaimediagroup.com with the following;

  • Order Number
  • Non-Edited Unboxing Video (Format: mp4. file, drive with access, or unlisted Youtube video link)
  • Within 7 days of your delivery date (late claims may be rejected)

If you are returning items for a refund, refunds will be for the item only and will be initiated until we receive the return to inspect that it arrives in good condition. You can then expect the amount to show up in your form of payment within 3 to 9 business days. Please, let us know if your original payment method is no longer available/active.

Items sent back without first requesting a return will NOT be accepted. We will notify you once we have received and inspected your return on whether your return was approved or not.

RETURNS: NOT ACCEPTED

Certain items cannot be returned, like perishable goods (e.g. food, flowers, or plants), custom products (e.g. special orders or personalized items), and personal care goods (e.g. beauty/self-care products). We also do not accept returns for hazardous materials, flammable liquids, or gasses. 

Policies on exchanges and returns may be applied differently by product, so please check the product details thoroughly when purchasing.

Please let us know if you have any questions or concerns about your specific order by sending us an email at grouporders@kaimediagroup.com.

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90-DAY POLICY

If the status of an order is "unfulfilled" for 90 days, we will initiate an automatic refund. After the 90-day period, reshipment of the order will no longer be an option.

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SIGNED ALBUMS

Any small imperfections of the signature itself and/or any marks or small dents/damages on signed albums will not be considered defective and are not subject to return or exchange.

Due to the nature of signing albums, it will take some time for the artists to sign all of the albums and it will take some time for the albums to arrive from Korea to the U.S. when they do finish signing them. Take these lengths of time into consideration when ordering signed albums and make sure to read the product description for release dates and expected ship out dates.

Shipping times will vary for different artists and albums, we appreciate your patience and understanding.

Claims for damage, missing items, returns, exchanges, etc. MUST be submitted with the following;

  • Order Number
  • Non-Edited Unboxing Video (Format: mp4. file, drive with access, or unlisted Youtube video link)
  • Within 7 days of your delivery date (late claims may be rejected)

**If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected

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FINAL SALE

Returns/refund or missing/damage/wrong/lost claims are NOT accepted for items that were bought on clearance. ALL CLEARANCE ITEMS ARE FINAL SALE NO MATTER THE CIRCUMSTANCE.

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