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Frequently Asked Questions

About Orders

  • After placing an order, an "Order Confirmation Email" is automatically sent to the email address you registered. If you receive the email, the order has been completed normally. If you do not receive the email, please check the spam folder and if it is not there, please contact us.

  • If you have mistakenly placed an order, please contact us through the contact page as soon as possible. Depending on the payment method used, a processing fee may be deducted from the refunded amount. Please refer to our refund policy for details.
    Depending on the order situation, we may not be able to respond.

  • We apologize, but we do not currently offer gift wrapping.

  • Normally we only sell online, but we may temporarily sell at physical stores such as event appearances.
    We will announce the latest store information on this website and SNS, so please check there as well.

About Payment

  • We currently support the following payment methods.

    • Credit card
    • PayPal
    • Convenience store payment
    • Paidy
    • Bank transfer
    • Rakuten Pay
    • PayPay
    • d Payment
    • au PAY

    Convenience store payment, Paidy, Rakuten Pay, PayPay, d Payment, and au PAY can only be used for payments made from within Japan.

  • Please let us know in the comments or memo field when placing an order that you would like a receipt. We can include it with the product or send data via email.

    In the case of credit card payments, the usage details issued by the card company may serve as a substitute for the receipt.

About Delivery

  • Normally, we start shipping within 1-3 business days after order confirmation.
    However, shipping may vary depending on product inventory and busy periods.
    For made-to-order or pre-order items that require time before shipping, we list estimates on each product page.

  • For domestic shipping in Japan, the shipping fee is a flat rate of 660 yen nationwide. However, for small items, it's a flat rate of 330 yen nationwide.
    If you purchase regular products and small items separately by putting them in separate carts, the respective shipping fees will be combined. If bundle products are available, purchasing them can deliver more affordably, so please consider that.
    Even if shipping fees are combined, when we can send them together, we may refund the difference from the actual shipping cost. Please understand in advance.
    Shipping rates outside Japan vary by destination and are calculated automatically at checkout.

  • Currently, our online shop uses Shopify's system, and time slot specification as a standard feature is not supported.
    However, if you write your preferences in the shopping cart message field, we will try to accommodate as much as possible.
    Also, some delivery services may allow time slot specification, so please check the delivery status and guidance from the delivery company for details.

  • Currently, our online shop uses Shopify, and we do not generally provide support for specifying or changing the delivery date. However, if it is before shipping, please contact us at info@kittoi.com as soon as possible, and we may be able to provide support within the possible range. After shipping, please contact the delivery company based on the service conditions for details.

  • We do. Shipping rates vary by destination and are calculated automatically at checkout. Duties and import taxes are included in the shipping rate and prepaid by us, so you will not be charged any customs fees on delivery.
    Exception: for orders to the United Kingdom, UK import VAT and any handling fee are payable by the recipient on delivery.

About Returns & Exchanges

  • If the product has arrived, we accept returns and exchanges if it is in unused, unworn, tagged, and original packaging condition. Please refer to our return policy for details.

  • We sincerely apologize.
    Please contact us immediately after arrival to report the defective condition.
    In case of incorrect delivery or defective products, we will handle exchanges at our expense.

  • Yes, the following items are not eligible for returns or exchanges:

    • Fresh items (food, fresh flowers, plants, etc.)
    • Customized items (special orders, personalized items, etc.)
    • Hygiene items (beauty products, etc.)
    • Hazardous materials (flammable liquids, gases, etc.)
    • Sale items and gift cards

    Also, please check the return and exchange policy on the product page before placing an order. Please refer to our return policy for details.

About Alteration Cashback

  • The following steps allow you to use the alteration coupon:

    1. Apply for alteration cashback - After purchasing the product, fill out the application form with the required information and send it.

    2. Receive the coupon code from kittoi - After applying, kittoi will send you a coupon code that can be used at Kiyasuku via email.

    3. Enter the coupon code at the time of payment - After requesting alteration at Kiyasuku, please enter the coupon code during the payment process.

    For more details, please refer to the alteration cashback page.

  • We will issue an alteration coupon to anyone who uses Kiyasuku's service.
    However, each product can only be used once. Thank you for your understanding.

  • Each product can only be used once. Thank you for your understanding.

  • In principle, we do not issue coupons or provide cashbacks for alterations done by services other than Kiyasuku.
    However, if you had to get alterations done elsewhere due to special circumstances, we may consider providing cashback equivalent to the coupon amount if you submit the following information:

    • Order ID from your purchase (number starting with #kittoi-)
    • Reason for alteration
    • Photos showing the altered areas
    • Receipt or invoice confirming alteration costs

    Based on this information, we will respond accordingly, so please contact us at info@kittoi.com.

  • The "Order ID" refers to the number you need to enter as proof of purchase when applying for the Repair Cashback.
    You can find it in the top right corner of the purchase confirmation email, displayed as #kittoi-1001, #kittoi-1002, #kittoi-1003, and so on.

  • The coupon is valid for 3 months from the issue date.
    If you couldn't use it within the deadline, please apply again through the application form.

  • After receiving your coupon, please place your alteration order through the order form on the Kiyasuku website.
    Place your alteration order here

    Details about the alteration process are available on the Kiyasuku website, so please check here.
    See the alteration process here

About Account & Registration

  • Guest purchases without member registration are also possible.
    However, member registration offers benefits such as checking purchase history and easier input for future purchases.

  • Please follow the reissue procedure from the "Forgot your password?" link on the login screen.
    A password reset link will be sent to your registered email address.

About Products & Sizes

  • If the conditions such as unused, unworn, with tags, etc. are met, we will respond according to our return policy.
    However, shipping costs for returns and exchanges will be borne by the customer.

  • We have detailed material information and handling methods on the product page. Please check that information. If you have any questions, please contact us.

Other

  • Weekdays 11:00-18:00 (excluding weekends, holidays, and year-end/New Year holidays).
    Inquiries made on non-business days will be handled from the next business day onwards.

  • Currently, our online shop is the main sales channel, but if you live in an area where we can reach you or want to see the products in person, please contact us and we may be able to accommodate you. We will also provide information about events through our website and SNS, so please check it out.

  • If you would like to try on items, please contact us through the contact page. If you provide us with your address, we will send you items to try on. If you wish to purchase them, you can choose either to receive an invoice or to complete the purchase online. If you return the items, please note that the return shipping cost will be at your expense.
    * We are unable to ship try-on items to addresses outside Japan. Thank you for your understanding.

  • We apologize for the inconvenience. Please clear your browser's cache and cookies and try again. If the problem persists, please contact us with a screenshot of the error screen or error message, and we will respond individually.

If you need help, please contact us here

If the problem could not be resolved or if you have any questions, please contact us through the contact form.

Contact Form

Or, we also accept inquiries to the following address.

Email
info@kittoi.com
Address
〒607-8405 2-17 Misasagi Tayama-cho, Yamashina-ku, Kyoto City, Kyoto Prefecture

Business hours: Weekdays 11:00-18:00 (Closed on weekends and holidays)

We strive to provide prompt and courteous service so that everyone can enjoy shopping comfortably.
Please feel free to contact us.