FAQ

1. Is the Hoodie only available for pre-order?

Yes, the item is available exclusively for pre-order and will be released as a limited-edition item.


2. Where can I purchase the Hoodie?

You can purchase it directly through our official website, www.kulnofficial.com .

For Vanguards: As part of your perks, the website will open for purchase on October 20 at 5:00 PM. A password will be provided exclusively to Vanguards on the day of release.

All Vanguards are eligible for these perks, regardless of their subscription date.

For all Limbo subscribers:  Sales begin on October 21 at 5:00 PM and will continue until the limited quantity is sold out. LIMBO subscribers will receive a password on the day of release.


3. Is there an order limit? 

Yes, each customer may order a maximum of 3 pieces of the item.


4.  Is there sizing available for the Hoodie?

No, the Hoodie is available in one size only. Please refer to the size chart for measurement.


5. How will I know if my order was confirmed? 

You will receive an order confirmation email, along with regular updates via the email address provided during checkout, until your order is fulfilled.


6. What are the accepted payment methods?  

We accept the following payment methods:

- Credit/Debit Cards (VISA, MasterCard)  

 - QR PH

- GCash

 - Grab Pay  

- Maya

- BPI

- Unionbank


7. My card transaction was declined. What should I do?

Please double-check that all card details were entered correctly. If the issue persists, kindly contact your bank or card issuer. Alternatively, try another available payment method for convenience.


8. I paid but didn’t receive a confirmation email. Is my order valid?

Please verify with your bank if the transaction pushed through. If confirmed, reach out to us with the transaction proof.


9. Do you ship internationally?
 At the moment, we only ship within the Philippines. However, international shipping is already in the works and will be available in future releases. Stay tuned for updates!

10. How is shipping handled?
 During checkout, you’ll be asked to provide your complete and accurate shipping details (street, barangay, city, province, and zip code) along with a valid Philippine phone number. Please make sure to:

  • Select the correct province to ensure the proper shipping fee is applied. Incorrect details may put your order on hold.

  • Provide accurate contact information to avoid delays.

  • If your area is unserviceable, our customer service team will reach out via email to assist you with alternatives.

Incomplete or incorrect information may cause processing delays, so double-check before finalizing your order.

11. When will I receive my order?

Shipping will start 1-2 months after your purchase


12. How can I track my order?

Once your order ships, you’ll receive a tracking number via email.


13. What is your Return & Refund Policy?

Damages and Issues

Please check your item upon delivery. If it's defective, damaged, or incorrect, contact us 

immediately so we can resolve it. We are STRICTLY requiring an unboxing video and photos upon receiving the item to process.

Returns and Exchanges

We offer a 7-day return window starting from the day you receive the item.

To be eligible, items must be:

- Unused and in original packaging

- With tags and proof of purchase

We may also require an unboxing video and photos for faster processing.

Returns sent without prior approval will not be accepted.

Refunds

Once your returned item is received and inspected, we’ll inform you about the approval status. If approved, the refund will be processed via your original payment method.

Please allow time for your bank to post the refund.

14. What if I don’t receive my shipment?

Delivery failures may occur due to:

- Incomplete or incorrect shipping details

- No recipient available after 3 delivery attempts

- Order refusal upon delivery

 

15. Can I cancel my order?

No cancellations are allowed once checkout and payment are completed.

Please ensure all information is correct before placing your order to avoid delays in processing your order.

For any additional questions or concerns, please email kuln.ofc@gmail.com and one of our staff will gladly assist you.