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Astell&Kern

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FAQ

37-48 of 52

If you want to change the e-mail address (ID), you have to withdraw and sign up for a new membership. 

You may withdraw through My Page at the top of the home page.

However, it is impossible to withdraw if it has not passed 30 days yet from the date of the latest order.

Members can use the Q&A page and order goods. 

Please click the link below. 

[Sign up for a membership]

https://www.astellnkern.com/eng/content/member/memberIn.asp  

A partial cancellation is impossible. You have to cancel the entire order and then reorder an item.  

If you have already completed the ordering process, please contact us through the 1:1 inquiry. 

If you are not a registered member, please click the 'Become a Member' icon on the top and sign up for a membership. Non-members cannot order goods.
[When it is impossible to return or refund]
1. When the damage or loss of the product is attributed to the customer's fault;
2. When any of the components or free gifts delivered with the product is not returned all together (the return, exchange, or refund may be delayed until everything is returned); or
3. As for packages, if part of the package is opened.

You may ask for returns or refunds within 7 days from the date of delivery, and you have to send the product within 14 days at the latest. 

As for charged repairing, you may agree on the estimated repairing charge and then pay for it in the payment window by using a credit card. (Payment is possible only in USD)
The warranty period for all the products sold at a shopping mall which is presented in English is one year from the date of purchase. However, every other item except the main body will be classified as accessories, and in this case, the warranty period may be different.
You cannot change the item once you ordered it. If you have already paid, you have to cancel the existing order before the delivery starts, and then order another item and pay for it again. Even though you want the same item of a different color, you have to cancel that order and reorder one.
If your payment is rejected, take the ordering procedures again. Once a payment is rejected, it is impossible to restore the same order.
To be sure that your payment is not rejected, please check the following prior to payment.

1). Prior to ordering, please check your ordering information (e.g. telephone No., e-mail address, etc.). If the product is delivered to your workplace or company, be sure to indicate your name.
2). Please check the details of the credit card (e.g. address, effective period, etc.).
3). Enter the 3-digit safety No. at the back of the credit card accurately (e.g. CVV, CVC, etc.).
4). The organization that issued the credit card may have rejected the payment. Please check in contact with the organization once again.
If the problem still remains after taking measures above, please use another payment method or another credit card. If you are still unable to pay after trying every way stated above, please capture the error message and send it to support.kr@dji.com for consultation.