Refund policy
Returns and Exchanges
Return Policy:
We want you to be completely satisfied with your purchase. Returns are available a credit note. Refunds are not available for change of mind, however are available if there is an issue with the item you received.
If you need to return an item, please review our return policy below:
- Eligibility: Returns are accepted within 14 days of the delivery date. Items must be in their original condition, unused, and with all original tags and packaging.
- Non-Returnable Items: Some items cannot be returned, including swim wear, sale items with more than a 25% discount, custom & international orders. All women’s items are FINAL SALE.
- Return Process: To initiate a return, please contact our customer service team via email at contact@kiyomii.com or message us via our live chat to organise a hassle free return.
Sale Items:
Items with a discount of 25% or more are considered FINAL SALE and are not eligible for return (unless there is an issue or fault with the item).
Return Shipping Costs:
The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part or a defective product. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we are not responsible for lost or damaged returns.
Refunds:
If there is an issue or fault with your item, we will issue you with a refund upon return of your item. Once we receive and inspect your returned item, we will process your refund to the original payment method. Please allow up to 7 business days for the refund to appear on your statement.
Pre-orders
Why does an item say pre-order?
A pre-order allows you to secure items before they officially arrive. This ensures you don’t miss out, as some of our pieces are limited in stock and high in demand.
When will my pre-order arrive?
Estimated arrival times for pre-order items are provided on the product page. While we do our best to meet these timeframes, delays can occasionally occur due to production or shipping issues. We will keep you updated if there are any changes.
Can I cancel my pre-order?
Pre-orders cannot be cancelled once placed, as they are made specifically for you. The only exception is if the shipping time is pushed back beyond the original estimated timeframe. In such cases, we will notify you and provide the option to cancel for a full refund.
Will my in-stock items ship separately?
If you purchase in-stock items along with a pre-order item, your order will ship together once the pre-order item is ready. If you’d like your in-stock items sooner, we recommend placing a separate order.
What if I need to update my shipping details?
If your address changes before your pre-order ships, please contact us at contact@kiyomii.com or message us via our live chat as soon as possible, and we’ll assist you in updating your details.
What happens if there’s a delay?
We aim to fulfill all pre-orders within the specified timeframe. If a delay occurs, we’ll notify you immediately and keep you informed with updated timelines.
Contact Us
If you have any questions or need assistance with your order, please don’t hesitate to contact our customer service team via our contact page or feel free to reach out to us at contact@kiyomii.com or message us via our live chat.
We’re here to help!
Thank you for shopping with us!
