"hololive friends with u" - Product Exchange Information

Notice of Exchange Procedures for the Defects with “hololive friends with u” Products

(August 30, 2024 - Update of Previous Information

COVER Corp. will accept exchanges of purchased products for products with corrected designs.

We sincerely apologize for any inconvenience.

Please read the following terms and conditions before applying for an exchange.

Eligible Products

■ “hololive friends with u” Inugami Korone

■ “hololive friends with u” Hakui Koyori

* Limited to products distributed prior to July 9, 2024.

Defect Details & Specifics

■ ”hololive friends with u” Inugami Korone

The color of the ribbons on the left sleeve of the hoodie were incorrectly assigned. (Correct: Blue Above / Red Below)

* A zipper decoration will also be added as part of the design revision.

※8/30 added: Zipper charm will be printed.

■ “hololive friends with u” Hakui Koyori

The eyelashes on the left eye were not embroidered.

Exchange Schedule

Exchange applications will be accepted from July 9, 2024 JST.

Replacement products are scheduled to be shipped from late August 2024 JST.

* Exchange applications must be received by September 30, 2024 JST.

* Defective products must received by October 31, 2024 JST.

* Replacement products are currently being manufactured as of July 2024 and are scheduled to be shipped from late August 2024.

* Product exchanges are not mandatory. Customers who do not wish to receive corrected products do not need to submit applications.

Exchange Process

■ Customers Residing in Japan

1) Apply for product exchanges via the following URL: https://rex-form.com/friends202407jp

* A confirmation email regarding your application will be sent to your registered email address.

2) Send the defective product with paid-on-delivery postage via Yamato Transport, Sagawa Express, or Japan Post to the address in the confirmation email.

* Any necessary information related to the shipping process, such as postage slips, will be included in confirmation emails.

3) Defective products will be examined for approval upon arrival.

4) Corrected products will be sent with prepaid postage to customers from late August 2024.

■ Customers Residing Outside of Japan

* Including purchases made via the hololive OFFICIAL SHOP (https://shop.hololivepro.com/en) or GeekJack (https://shop.geekjack.net)

1) Information regarding the exchange process will be sent to registered email addresses used for purchases.

2) Customers who wish to exchange products should complete and submit the included form in the email.

* A confirmation email regarding your application will be sent to your registered email address.

3) Corrected products will be sent with prepaid postage to customers from late August 2024.

* Individual purchase histories will be used to confirm proof of purchase.

* Defective products do not need to be returned during the exchange process.

* Purchases from stores other than the hololive OFFICIAL SHOP or GeekJack are not eligible for exchange. 

 Important

Emails may fail to be delivered due to spam filtering.

Please change your settings to allow emails from the domain: @rex-form.com

Q&A

Q: Is my product eligible for exchange?

A: Only products mentioned above in the "Eligible Products" section are eligible for exchange.

Regarding customers who reside outside of Japan, only products purchased through the hololive OFFICIAL SHOP or GeekJack are eligible for exchange.

* We do not accept exchanges for any other products not mentioned in this article.

Q: How do I change my return address or exchange method?

A: Once you submit the application form, the confirmation email you will receive will contain instructions, so please check that email.

Q: Are customers responsible for any costs during the exchange process?

A: COVER Corp. is solely responsible for any cost incurred during the exchange process.

Returned products will be accepted via paid-on-delivery postage, and the correct products will be shipped via prepaid postage.

Q: When will I receive a confirmation email regarding my exchange?

A: The email process is automated -- a confirmation email should be sent and received within 24 hours.

Q: Where is my confirmation email? I have not received one yet.

1) Confirm your email filter settings.

2) Confirm the spelling of your email address and recipient address, as well as any other necessary information.

In the event that a confirmation email has still not been received upon following the above steps, please submit another application.

Q: When will my new product arrive?

A: Corrected products sent as part of the aforementioned exchange process are scheduled to be shipped in late August 2024.

If you still have not received your product by November 7, 2024, please contact us via the same contact address used for the exchange process and include the following information:

1) Product receipt number.

2) Your name as it appears on your application form.

3) Your registered contact phone number.

The status of your delivery will be confirmed, and a notification email will be sent to your registered email address.

Q: I have accidentally sent products not eligible for this exchange. What should I do?

A: Ineligible products will be returned to the sender’s address with paid-on-delivery postage. 

 For inquiries regarding this matter, please contact:

“hololive friends with u” Exchange Office

Email: friends202407jp@rex-form.com

Reception Hours: Monday - Friday 9:30 – 17:30 (JST)

We sincerely apologize for any inconvenience caused regarding this matter.

COVER Corp. will take the necessary steps required for improving the quality of our products in order to meet the expectations of our customers.

We are eternally grateful for your continued support of "hololive friends with u", as well as our other content.

Our fans and customers mean everything to us. Thank you.