Refund policy
- Returns and cancellation policy
If you are not satisfied with your order, please return the item within 7 days of receiving it for an exchange, a refund or store credit.
* Only unused items can be returned.
All enquiries must be sent by email to sales@kimono-cycle.com. Please tell us what you wish to return and why. To process your return, please give us your name, email address and order number together with the name of the item you are returning. Shipping costs for sending unwanted items back to us are your responsibility. Shipping charges are not refundable.
If a product is damaged in transit, please contact customer service at sales@kimono-cycle.com with detailed photographs of the damage and your order number.
Orders can be cancelled until they are dispatched (please contact us as early as possible).
We take care to ensure that all product information is accurate and complete, and that the photographs clearly show the shape, colour and details of each item. Because orders are shipped both within Japan and overseas, we cannot exchange an item that was ordered by mistake, so please order carefully.
Please note that in all cases the customer is responsible for paying customs charges and for providing any documentation required by customs in your country. If you refuse to pay these taxes, the parcel will be returned to us. We will then refund the order amount and the return shipping cost, after deducting the actual shipping charges invoiced to us by the carrier. Please note that express shipments cannot be returned to us because the return charge is too high (usually more than the order value). In that case the order is discarded and no refund is possible.
- Special provision for customers in the EU (right of withdrawal under the EU Consumer Rights Directive)
Customers residing in the European Union have the right to cancel an order without giving a reason and to receive a return and refund (right of withdrawal) within 14 days of the day they receive the item.
To exercise the right of withdrawal, please contact sales@kimono-cycle.com within 14 days. Please return the item unused within 14 days of contacting us. Return shipping costs are your responsibility. Refunds are made within 3 business days of our receiving the item, using the same payment method as the original purchase.
The right of withdrawal does not apply to the following: items made or customised specially to your request.
- Refunds
KIMONO-CYCLE refunds customers within 3 business days of receiving the returned item. Refunds are processed to the same account used for the purchase.
* Customers who checked out with a phone number (that is, who ordered without an email address) can request a return or cancellation from the link in the SMS order confirmation.