FAQ

To adhere to San Francisco's Shelter-in-Place order due to Covid-19, we've made some updates to our process and policies. See how it applies to you here.

PLACING AN ORDER

Yes, we are required to collect sales tax per requirements depending on delivering states and country. You will see final sale taxes charges as you proceed to checkout.

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

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

You cannot use more than one promo code at a time. However, you are able to use a promo code plus take advantage of our Free Shipping for qualifying orders if the promo code does not drop the final price below the qualifying order amount.

Our Frontline Workers Discount Program has now ended. You can always sign up to our VIP list for 10% off your first purchase and receive news of other discounts and perks!

Yes! When you checkout and log in through Shop Pay, you can select Shop Pay Installments to pay for your purchase in four interest-free installments every two weeks. Simply select "Shop Pay Installments" as your payment method, add your card information, and complete your checkout.

*Shop Pay Installments is only available for US customers at this time.

For full refunds, Shop Pay will automatically cancel the customer’s payment schedule so that the customer is no longer charged for the order. If the customer has made any payments Shop Pay will process a refund back to their card. For partial refunds, Shop Pay will automatically update the customer’s payment schedule by reducing the installments or processing a refund back to customer’s card where required.

For info about Shop Pay Installments payments and financing, such as why you might not have been approved, visit the Shop Pay Installments Help Center.

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 likelihood that your order was not processed. 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.

For any orders that haven’t been processed, you can make changes to your order by going to your confirmation email and scroll down to where it says 'EDIT OR CANCEL YOUR ORDER'. As long as the order hasn't been processed, you can make any necessary changes there.

Information you can and should change:

- Item(s) ordered
- Shipping address
- Contact information

Kindly note that this process will automatically cancel your original order and create a new one.

Final Sale means the item cannot be returned or exchanged. Please kindly note that Final Sale items are sold as is, and may have minor defects or discrepancies, and are non-returnable. All sale items are Final. Returned Final Sale items will not be accepted, and customers are responsible for shipping it back or the item may be discarded.

We offer a one-time price adjustment if an item is marked down within 14 days of your order date.

- Items purchased using a promotion code or other discount aren't eligible for a price adjustment unless you used only a free shipping discount.
- "Final Sale" items are not eligible for a price adjustment.
- Price adjustments for online purchases cannot be made in store.

To request a price adjustment, contact us within 14 days of your order. Make sure you include your order ID (found in your order confirmation email).

We offer both Gift Wrap Supplies, and Furoshiki Gift Wrap service!

With our Gift Wrap Supplies option, you can order up to 5 sets of supplies so that you can quickly wrap up your gifts as soon as they arrive. You can also write special messages on the beautiful KIM+ONO notecard.

Our beautiful Furoshiki Gift Wrap can be added to your order! The kimono robe will be placed inside a sustainable cotton drawstring bag hand tied with floral scarf, along with your gift message printed on a notecard – a beautiful and sustainable way to present gifts. Your gift will be shipped in an unbranded shipping box to keep it a surprise.

Kindly note that gift wrap supplies and services are non-refundable.

You can review more details here for all options available. Add your preferred option on the Shopping Cart page.

Our KIM+ONO Giftcard can be purchased in different denominations starting at $50. They are digital giftcards and are delivered via email. You can redeem them online only at kimandono.com. They are not valid at our brick and mortar store. Giftcards may not be used to purchase another gift card.

Giftcards 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 giftcards. There is no sales tax on Giftcards.

No, promo codes cannot be applied when purchasing gift cards.

If you have received a KIM+ONO Giftcard, you can redeem it during checkout. Simply 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 Gift Card value until the balance reaches zero. If your order total exceeds the amount of your Gift Card, your account will be charged the outstanding balance.

SHIPPING

For shipping estimate, please add item(s) to your cart, head to the cart page, then enter details according to your destination address under "Estimate Shipping" 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.

We offer Two-Day and One-Day Shipping as expedited options within the United States. For more details on different shipping services/options, please review ourShipping Policy.

Yes, we offer Store Pick up now. You can go through checkout and select "Pickup" as the delivery option. Once we receive your order and the package is ready for pick up, you will receive an email notification. From then on, you will have 2 weeks to come pick it up at our San Francisco location:

KIM+ONO Flagship Store
729 Grant Ave,
San Francisco, CA 94108

You can review more details about Store Pickup here. If you have any questions about your pickup order, please reach out to us at hello@kimandono.com.

Yes, we do! You will simply need to change the flag at the top of our site navigation to the flag of the country where you're trying to ship. Once you change the flag to the correct country, you'll see the correct shipping options and estimates at checkout.

Yes, you can! If you're viewing our site from outside of the US, you will simply need to change the flag at the top of our site navigation to the US flag to get US shipping options and estimates at checkout.

We offer free international shipping worldwide. How to redeem. 

• Click on the country flag at the top of our website and select shipping country.
• Click "SAVE" to view the order total that will qualify for FREE international shipping.
• Add products totaling more than the amount displayed
• Select FREE under Shipping Method at checkout**
• Delivery Time depends on destination and details will be displayed at checkout

**Free International Shipping does not include customs duties & taxes, which are charged for importing products into destination countries. Our shipping partner allows the option to pay for that upfront during checkout or you can opt to pay for it upon delivery. For more information on customs charges, view our full Shipping Policy for details.

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 and allows you to view any pending or completed orders. We do NOT share your information within your account with third parties.

You can view our Privacy Policy for data collection information.

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.

RETURNS

For all return-related questions, please refer to our full Return Policyfor details.

ABOUT OUR PRODUCTS

Most of our Kimono Robes come in "One Size", with easy-to-adjust removable wrap sash and tie closures. Our Curve Collection offers plus size fitting. For all of our robes, 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.

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.

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 is best maintained through dry cleaning to protect the silk fabric. Hand washing might affect the coloring of the kimono robe, therefore is not recommended.
• Our Washable Silk Collection should be placed inside a delicates laundry bag to be machine washed in cold water on a gentle/delicate cycle and either hung or tumble dried on gentle/cold air cycle. However, the best laundering method to maintain the integrity of the silk fabric and color intensity is still through dry cleaning.
• Our Charmeuse Collection can either be hand-washed cold or placed kimono robe inside a delicates laundry bag and machine washed cold in gentle/delicate cycle, then hung dry or tumble dried on gentle/cold air cycle. Dry cleaning is always best for fabric preservation.
• Our In Lieu of Silk Collection is best maintained with TLC. Dry cleaning is our recommendation for this material to retain its breathable, lightweight durability.

... check out this page on Kimono Care and our journal post where we answered a lot of the most common questions we get about our kimono robes!

ABOUT KIM+ONO STORE

2022 Update: Our store is open most days! View hours here.

You can find our KIM+ONO store at 729 Grant Street in San Francisco Chinatown (California). Stop in and say hi, we’d love to meet you!

You are welcome to return your order to our KIM+ONO store within 30 days of your original purchase. Please bring your return in its original condition, with the original packaging, tags and accessories. You will also need to bring a copy of the store receipt to complete the return. If you don't live locally and can't bring your return package to the store, simply ship any undamaged, unworn items to our store along with a copy of the receipt.

If you'd like to make an exchange, simply follow the above directions for making a return and then you're welcome to place a new order online at any time!

If you notice any issue with your kimono robe from our store, please email us within one week of purchase with the copy of your receipt and photo of the defect. We may need you to return the defective item, so always keep the tags and accessories. Depending on each case, we are happy to replace or refund any unworn items in their original condition with the original packaging, tags and accessories.

While we do not have store items available online, please feel free to contact us for more information if there's something in particular you'd like to purchase.

OTHER QUESTIONS

Thanks so much for considering our brand! We are currently accepting influencer applications. Please fill out the form with information about you and the kind of collaboration you’re seeking, and we’ll get back to you if it’s a good fit!

We only offer bulk discount for orders of at least 50 pieces per style (you are able to vary the length and color within that style), 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.

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.

Annual Sale Terms & Conditions

2022 Annual Sale Promotion valid starting Thursday, November 17, 2022 at 12:00 AM through Monday, November 28, 2022 at 11:59 PM. Offer only valid on purchases of kimono robes made online at kimandono.com and in KIM+ONO San Francisco flagship store. Promo codes with minimum order value apply to cart subtotal before any sales tax is applied. Promo codes are independent of each other, and cannot be combined with any other promotions. Discount not applicable to prior purchases, accessory items (including by not limited to scarves, face masks, or beauty accessories), gift cards, gift and shipping supplies, gift wrap services, packaging, sales tax, or shipping and handling charges, and discount code must be applied at checkout to be valid. Return of discounted merchandise will be for the price actually paid only. Offer only valid during sale period and purchases or exchanges placed after November 28, 2022 do not qualify. Offer has no cash value and may not be altered, sold, bartered, or transfered. Terms subject to change without notice. KIM+ONO reserves the right to modify or discontinue the use of this promo code at any time, in its sole discretion.

A Note to International Shoppers

Discounts are valid for order amounts as listed in United States Dollars. For your convenience, below is a chart that shows the discount thresholds in your local currency. If the amounts below are not in your local currency, then you may need to update the country's setting on our website, which can be adjusted by clicking the country flag at the top right hand side of our website navigation. Annual Sale Terms & Condition as stated above also applies to international purchaces.

GIFTJOY: 15% for any order
GIFTLOVE: 20% for orders over $300
GIFTCARE: 25% for orders over $500

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Have more questions? Send us your questions here.

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