RETURNS
Items that are unworn and unused, with original packaging materials and tags attached, are returnable within 30 days (US Customers) and 45 days (International Customers) of original purchase date.
If approved, a refund in the original method of payment or store credit will be processed immediately. Original shipping charges are non-refundable. You will be notified if there are any issues with the return.
To submit a request, visit our return portals below:
US Return PortalExtended Holiday Returns
As a courtesy to you during this holiday season, any orders made between October 1 and December 31, 2024 may be returned by early 2025. All returns are subject to our general return terms. See details below.
We hope this extension helps to make your holidays a little better!
For orders shipped within the United States:
• Return requests must be made on or before January 31, 2025.
• Valid only for orders made between the months of October & December of 2024.
• All requests can be submitted via our Easy Return Portal for US orders.
• Other than the above extended return period for the holiday season, all terms under our Return Policy below still apply.
• Please check our full return policy before sending back your return. We reserve the right to refuse or discard unauthorized returns, including worn or soiled items. Unauthorized packages may end up being returned to the customer at the customer's expense.
For orders shipped internationally (outside of the United States):
• Return requests must be made on or before February 15, 2025.
• Valid only for orders made between the months of October & December of 2024.
• All requests can be submitted via our International Returns Portal.
• Kindly note that original international shipping charges, plus customs duties and taxes and other associated fees are non-refundable. Read our Return Policy below for full details.
• Other than the above extended return period for the holiday season, all terms under our Return Policy still apply.
• Please check our return policy on international orders below before sending back your return. We reserve the right to refuse or discard unauthorized returns, including worn or soiled items. Unauthorized packages may end up being returned to the customer at the customer's expense.
Scroll down to our Return Policy for answers or review our FAQ.
If you can't find the answers, let us know — we're here to help!
QUESTIONS ABOUT RETURNS?
FOR DOMESTIC (US) RETURNS
• In original condition
• With original packaging, tags and accessories
• Within 30 days of original purchase
(See below for international returns)
• All sale items are Final and cannot be returned or exchanged
• Face Masks
• Gift supplies & gift wrap services
• Free gifts or promotional items
• Used, worn, soiled or altered items
Please visit FAQ for more details.
• Access our Easy Return Portal with your order number and email address and follow on-screen instructions to initiate a return.
• Requests that require a review will be processed within 2 business days, and we will contact you for more details.
• Return shipping labels are provided for you, but should you decide to use your own shipping method, please choose options that offer tracking service.
• All returns must be received within 30 days of purchase date for US orders.
• If you requested a return before May 23, 2022, please email us at hello@kimandono.com for a status update.
• You are welcome to drop off returns from an online purchase to our brick and mortar store in San Francisco. Please allow the standard 2 days to process all online returns.
• Our Easy Return Portal always offers convenient prepaid shipping labels so that you can simply drop off your return package at your local post office.
• If you need assistance beyond a simple drop-off, please contact us prior to stopping in to make the necessary arrangements. Our store associates cannot assist with an exchange or refund on the spot.
• You can submit a return ticket via our Return Portal (just like how you would request a return), select the appropriate reasons and provide details on what is missing or damaged
• Claims must be submitted within 7 business days of receipt of order to be valid
• Please note that many natural fibers and textiles include minor inconsistencies in texture and color that are in no way considered flaws
• We now offer free exchanges!
• Return shipping labels are available for all returns
• If returning for store credit or exchange, the $10 Prepaid Label Fee is waived
• If returning for a refund only, the $10 Prepaid Label Fee will be deducted from final refund
• Original shipping charges are non-refundable
• Returns may be rejected or charged extra restocking fee if received beyond 30 days
• Returns are inspected and processed within 2 business days of our team receiving the return package
• Refunds are in the original method of payment, and it may take up to 7 days for the transaction to show up in your account depending on bank processing speed
• If questions arise during inspection, we will contact you for details
• You can now go through our Return Portal and request an exchange through there.
• Exchanges are free and you will receive a return label to ship the item back.
• If you choose to get the exchange right away, you can enter your credit card information (as a credit hold only) and no charges would be made if the return package is received within 14 days.
(See below for International orders.)
• As you move through our US Return Portal, you will be able to make an exchange via a Shop Now option. Shop Now allows you to select a product of the same or higher value with the available credit from the original order. With this option, you will receive the pre-discount value of the item(s) as available credit. This means, if you used a discount code, your Shop Now credit will be for the full price of the item(s), not the discounted amount you originally paid. This will enable you to shop without losing your original discount.
• Kindly note, this is only available through Shop Now. If you choose a refund or store credit, you will only be refunded the amount you originally paid. If you cannot use the full credit amount in your exchange, any amount that is part of the original discount will be forfeited.
• For example, if you purchased a $200 product and used a 10% discount, you would have spent $180 at checkout. When you choose to exchange the order through Shop Now, you will have the full $200 to shop. (A refund or store credit will be in the amount originally spent, that is $180 in this case.)
• If you are simply exchanging for an item under the same style number, you should be able to select the item within the return portal without using Shop Now, and will not be charged anything extra.
• Unfortunately, our system cannot accept promotion codes within the return portal. If you want to apply a discount code to your exchange, please choose "Store Credit" as your refund option. Once you receive your store credit, you can place a new order with the discount code. (Kindly note, we cannot apply discount codes from limited-time promotions to any exchanges beyond the promo offer period.)
Unfortunately no, you will not be able to retroactively apply a discount to an exchange order. However, the exchange order can maintain the discount credit you added to your original order (as long as you utilize the full credit). Our system currently does not allow any changes or updates to an exchange order, nor retroactively apply any new discount codes.
• It means that the shipping carrier was unable to deliver the package to the address given in the order.
• When the carrier returns an undeliverable package to us, the order will be processed as a return and you will receive a refund (excluding shipping & handling charges).
• To prevent this, please ensure that your shipping information is correct during checkout and your order contains a valid email address in case we need to contact you.
• To receive the items you originally purchased, please place a new order.
• Our Return Portal accepts gift returns or exchanges.
• You will need the order number or the sender's email address to look up the order in the portal.
• If you need help looking up the information, please email us and we can help you.
FOR INTERNATIONAL RETURNS
You can request a return at our International Return Portal
You will see two options in the portal:
1. Get return address label, ship package at local postal office & send us tracking number
2. Prepay postage to download a shipping label & drop off package at the postal office
• We accept any international returns within 45 days of original purchase
• Item must be in its original condition with original packaging, tags and accessories
• Used, worn, soiled or altered items will not be accepted
• As soon as the return package is received, we will inspect and process the order (see top of page for processing time)
• Original shipping is non-refundable
• Original duties & taxes are non-refundable because these are paid to customs authorities at the destination country upon delivery of the original order
• If you need a status update or have any questions, contact us here
• Within 2 business days of receipt, contact us on what is missing or damaged
• Claims must be submitted within 2 business days of receipt of order to be valid
• Please note that many natural fibers and textiles include minor inconsistencies in texture and color that are in no way considered flaws
• For fast processing, international exchanges are done in the form of a new order.
• You can return the original order via our International Return Portal & place a new order for the item you want.
• You can choose to either place the exchange order right away, or later when your refund is processed.
• For international gift returns, please contact us for more details (check with gift sender for order ID & email address so that we can provide quick resolition)
• KIM+ONO store credit will be issued to you for the purchase amount of the item(s) instead of a refund to the original form of payment, so the sender will not know about your return.
• A gift receipt or proof of purchase must be presented for gift returns to be deemed valid. Please review our Return Policy above for more details.
Have more questions about returns? Also review our FAQ.