Shipping & Returns

Shipping

* We offer free shipping for orders over $99 going to a US delivery address if the total shipping cost is under $20.00.  If your shipping cost is over $20, answer our survey questions to get a 10% discount instead!  (Free shipping and discount codes cannot be combined, sorry.)

We typically ship within two business days of receiving an order or next business day for express orders. Shipping costs are calculated based on the weight of the order and will be added before a payment option is selected at checkout. If there are savings from combined shipping or an overcharge, we will refund the difference within two days of shipping.

DOMESTIC (USA) shipping is by US postal service - usually Ground Advantage though Priority and Express are also offered. FedEx is available in some cases - check with us in advance by phone or via separate email to info@kyotokimono.com.

INTERNATIONAL shipping is by US postal service, either priority or first class, depending on the weight of the item. Delivery is usually 15-30 days but depends on the destination. Delivery time can vary greatly based on each country's customs procedures. Some orders have been held up at the border for over 30 days (though this is rare), and customers may incur a customs duty. Customs charges are based on the value of the shipment and we are required to indicate on the package that it is merchandise and what the purchase value is. Be aware that, unless express or priority is requested, we cannot track your package once it leaves the US.

 

Important Notice for EU and UK Customers

The return policy below applies to most customers. However, customers residing in the European Union or United Kingdom may have additional statutory cancellation, withdrawal, refund, and return rights that cannot be limited or excluded by this policy. If you reside in the European Union or United Kingdom, please also review the “European Union and United Kingdom Statutory Consumer Rights” section below.

 

Return Policy

We accept returns on any non-custom-made* item for any reason AS LONG AS the return is postmarked within three days of the delivery date. We will gladly make an exchange or refund the full purchase price for items returned in the same condition as they were sent. We can extend the return policy for holiday or birthday gifts if this is arranged by email before the order is placed.

Sorry, but:

• We refund only the item price unless your order did not arrive as described on the website and the item is returned within policy guideline as shown above.
• We can't accept partial returns on sets or bundles.
• Returns that arrive after the return policy time frame may be exchanged or refunded minus a restocking fee of 10% for each day beyond the return policy period.
• A 10% reconditioning fee will be deducted from the refund for returned items that require ironing, so please fold well and pack gently to avoid wrinkling.

We appreciate getting an email from you in advance if you are going to return an item, and we always appreciate feedback as to why the item is being returned.

*For specialty items purchased exclusively for you, returns can be negotiated on a case-by-case basis.

Please returns the item to us at:

PO Box 2
Pittsford, NY 14534

 

 

European Union and United Kingdom Statutory Consumer Rights

Customers residing in the European Union or United Kingdom may have statutory rights that differ from the return policy above.

 

European Union Customers

Consumers residing in the European Union who purchase goods through our website generally have the right to withdraw from their purchase within 14 days without giving any reason, subject to applicable legal exceptions.

The withdrawal period expires 14 days after you, or a third party designated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right of withdrawal, you may use the online withdrawal function available through our website or submit a clear statement informing us of your decision to withdraw. Withdrawal requests may also be directed to info@kyotokimono.com.

The online withdrawal function remains available throughout the withdrawal period. You will receive an electronic acknowledgement confirming receipt of your withdrawal request.

If you withdraw from the contract, we will reimburse all payments received from you, including standard outbound delivery charges where required by applicable law, without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first, where permitted by law.

You must send back the goods without undue delay and no later than 14 days after notifying us of your withdrawal. 

You will be responsible for the direct cost of returning the goods unless otherwise required by applicable law or otherwise agreed by us. We recommend using a trackable shipping service and retaining proof of shipment.

You are responsible only for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

 

United Kingdom Customers

If you reside in the United Kingdom and purchase goods through our website as a consumer, you may have cancellation rights under applicable consumer protection legislation.

Generally, you may cancel an eligible order within 14 days after receiving the goods and notify us of your decision to cancel. Returned goods should then be sent back within the applicable statutory period.

Cancellation requests may be submitted by contacting info@kyotokimono.com or by using any cancellation functionality made available through our website.

You will be responsible for the direct cost of returning the goods unless otherwise required by applicable law or otherwise agreed by us. We recommend using a trackable shipping service and retaining proof of shipment.

Where applicable law permits, we may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

 

Exceptions

The statutory cancellation and withdrawal rights described above may not apply where an exemption under applicable law applies, including but not limited to:

• Goods made to the consumer’s specifications or clearly personalized.
• Specialty items purchased exclusively for an individual customer.
• Perishable goods.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
• Other categories excluded from cancellation or withdrawal rights under applicable law.