Please check the Pre-order Update Page for updates! There is an update there from 1/12/24 regarding all Pre-Orders!

FAQ

 Please check out Pre-Order Update Page for Updates on your orders and Progress of Orders!

Below is our FAQ's:

How do I update my Shipping Information with you?

We now have a way that you can update your shipping information with ease from your confirmation pages! Please click the link of your confirmation, within that you should see "Edit Shipping details" From there you can edit your shipping information for us before shipment of your packages at any time.

Do you accept returns or exchanges?

    • We can only accept returns/exchanges for reasons of our fault, e.i. wrong size sent, damaged product, etc. on unworn items with original tags and packaging. If you have any of these issues above with your order, please contact us within 7 days of receiving your package. We cannot accept returns/exchanges for any other reasons.
  • Due to high demand and limited stock, we cannot accept cancellations, returns or exchanges at this time as every order is made specifically to each individual via our Manufacturer.  
  • We have a Zero Tolerance Chargeback Policy. For every chargeback a small business experiences, there is an additional fee. If a chargeback is made, you are permanently banned from ordering from us in the future.
  • Will you be restocking sold out items?

     

  • As of Now, if an Item is sold out, we will not be restocking items this 2023 year! For 2023, we want to get out as many launches on schedule as possible. In order to do that we will be capping sizes as well as Pre-Order Periods. We are happy about those able to get our 2022 designs, but 2023 we want to focus on some new designs!
  • I'm ordering this as a Gift for someone, an event with a specific deadline, etc. Will I get it in time?
  • If the items are marked as "Ready to Ship" then that means we do have them in stock. If your deadline is very close, please email us to see if we can accommodate shipping your order faster. It depends on the volume of shipping we have at the moment. (We only ship with a team of one and occasionally but rarely a team of 2-3). We do not suggest ordering Pre-Orders that need to meet a deadline to arrive to you, as the time it can take to Manufacturer products can be long.
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  • Why does it take so long to Manufacturer?

    Due to our Mix Sizing, Sizes offered and High volume of Pre-Orders, and Complex Designs, manufacturing lingerie can take awhile. The more complex of the design, the longer the process can take as we aren't working off of a piece already made but instead creating new pieces all together. On top of that, our Manufacturers may also shut down their factories if there is a covid outbreak which doesn't allow them to work on the pieces. If we were to produce faster, we would have to limit our sizing to only 3-4 sizes.

    I placed 2 or more separate orders. Will I receive them separately?

  • We do combine orders and ship items all together when possible to reduce our shipping carbon footprint. Items that are on pre-order will not be combined with your ready-to-ship orders.
  • If the order is too big to fit in one shipment, we will split it into multiple shipments.
  • Custom packaging is per shipping address and is while supplies last
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    Need help with something else?

    For all other inquiries, please contact us through the form here, or email us at kimotoki.store@gmail.com

    Emails are answered on the Weekdays- Wednesday-Friday (Friday is 9am-4PM) The Kimotoki Team is off every weekend from Late Friday-Monday 

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