FAQ


Placing an Order:

Shipping:

Returns:

About our Products:

Other Questions:


PLACING AN ORDER

Do you charge Sales Tax?

Yes, we are required to collect sales tax for deliveries within the State of California. Out of state or international orders will not incur any Sales Tax.

What credit cards do you accept? In what currency?

We accept all major credit cards - Visa, MasterCard, American Express, Discover, Diners Club, and JCB. You can also pay using PayPal.

All transactions are processed in U.S. Dollars, but you can change the store view to display other currencies while shopping.

I placed an order but did not receive any confirmation email. Did it go through?

If you did not receive an Order Confirmation email and you are certain that you entered a valid email address during checkout, you may want to check your spam mailbox first. If you did not reach an Order Confirmation/Status page after checkout, there is a high chance that the order did not go through. Before you place a new order, contact us to confirm whether or not the first order went through. We recommend creating an account with us so that you can log in to keep track of your orders.

Do you offer gift wrap?

Gift wrap is not available at this time. However, we can include a personalized gift message. Before you begin the Checkout process, you can enter a note to recipient in the Comment/Gift Note section on the shopping cart page.

Do you offer gift cards?

The KIM + ONO Gift Card can be purchased in denominations of $25, $50, $75,and $100. They are delivered via email & can be redeemed at KIM + ONO. E-Gift card may not be used to purchase another E-gift card.

E-Gift Cards are Final Sale items and thus cannot be returned for refund or exchange unless required by law. KIM + ONO is not responsible for lost or stolen cards. There is no sales tax on E-Gift Cards.

How do I redeem a Gift Card?

If you have received an KIM + ONO Gift Card, you can redeem it during checkout. Enter the code in the "Coupon Code / Promotional Code" section and click "Apply". Your order total will be adjusted accordingly. Purchases will be deducted from the E-Gift card value until the balance reaches zero. If your order total exceeds the amount of your E-Gift Card, your account will be charged the outstanding balance.

 

SHIPPING

How much is shipping to my address?

For shipping estimate, please add item(s) to your cart, head to the cart page, then enter details according to your destination address under "Get shipping estimates" and click “Calculate Shipping”.

You will get the actual shipping cost for your order during checkout, before submitting payment information and completing the order as well.

What expedited shipping services do you provide?

We offer Two-Day and One-Day Shipping as expedited options within the United States. If the shipping destination is outside of the U.S., we offer Yakit and DHL Express. For more details on different shipping services/options, please review our Shipping Policy.

Do I need to create an account to place an online order?

No, you can place an online order without creating an account. The advantage of creating an account is that it makes the checkout process much faster for future purchases. We do NOT share your information from creating an account with third parties.

How soon will I get my order?

Orders are generally processed within 2 business days of purchase. Delivery depends on the selected shipping method.  For more details on Estimated Delivery Times, please review our Shipping Policy.

I have not received the package, but tracking shows it is delivered?

If the tracking status shows the package as delivered, wait 36 hours before contacting us to investigate. In rare cases, packages may be marked delivered up to 36 hours prior to arrival.

 

RETURNS

What happens if I got an email that says my order was undeliverable?

This means that the shipping carrier was unable to delivery 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. 

How do I return or exchange a gift?

For gift returns, please email us at hello@kimandono.com for return instructions. KIM + ONO store credit will be issued for the purchase amount of the item(s) instead of a refund to the original purchase, 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 visit our Return Policy page for more details on returns.

 

PLACING AN ORDER

What sizes would the kimono robes fit?

Our Kimono Robes all come in "One Size", with easy-to-adjust removable wrap sash and tie closures. You can review detailed measurements on each product page for individual fit. Having your exact measurements is the best way to determine how well the kimonos will fit. If you have specific questions about the fit of an item, please contact us.

How do I remove creases from the kimono robes?

We recommend either steaming, or ironing the fabric inside out on warm setting with a white towel over the kimono. Avoid holding the steamer or iron in one spot for too long to prevent scorching.

How should I clean the kimono robes?

Laundering instructions are listed on each kimono robe's product page, as well as on the robes themselves, so please be sure to check the details for specific instructions. Here is the general guideline for some of our kimono robes:

  • For our Silk Handpainted Collection, we recommend dry cleaning to ensure that the fabric and paint are preserved as perfectly as possible. Hand washing is not recommended as there is a possibility the silk will lose its color.
  • Our Silk Printed Collection can be machine washed cold on delicate cycle, but we still recommend dry cleaning to ensure best fabric and color maintenance.
  • Our Charmeuse Collection can either be hand-washed cold or machine washed cold in gentle/delicate cycle, then hung dry. Dry cleaning is always best for fabric preservation.

 

OTHER QUESTIONS

Do you offer bulk discounts?

We only offer bulk discount for orders of at least 50 pieces per style (can be a mix of designs and color), subject to product availability. If this is what you need, fill out your contact information and the item name(s) and quantity here and we will review your request.

Do you have a brick & mortar location?

Yes! Find our KIM + ONO store at 729 Grant Street in San Francisco Chinatown (California).

How can I get in touch with you?

Email is the best way to communicate with us.

If you want to leave us a voicemail, you can call 415.938.4589 Be sure to give us an email address so that we can get back to you in a timely manner.



Have more questions? Email us at hello@kimandono.com