Frequently Asked Questions

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 through the contact page.

If you have mistakenly placed an order, please contact us through the contact page as soon as possible. If you have paid by credit card or PayPal (PayPal), the amount after deducting the processing fee of 324 yen will be refunded. Please note that we may not be able to respond to your order situation.

Depending on the order situation, we may not be able to respond.

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

Usually, we only sell online, but we may also sell in physical stores for temporary events. Please check our website and SNS for the latest information on our sales events.

• Instagram
• X
• note

We currently support the following payment methods:

• Credit Card (Visa, Mastercard, JCB, American Express)
• Shop Pay
• PayPal
• Apple Pay
• Google Pay

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

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

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 to overseas countries varies greatly, so please check at the time of payment.

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 of the delivery company for details.

We are shipping overseas, but the shipping fee varies greatly, so please check at the time of payment.

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

We apologize for the inconvenience. Please contact us immediately if there is a problem with the product. If it is a mistake in delivery or a defective product, we will cover the shipping fee for the exchange.

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.

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.

   When applying, you will need to enter your “Order ID.” 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.

2. Receive the coupon code from kittoi

   After applying, kittoi will send you a coupon code that can be used at "Kiyasuku" via email.

   The email address is "info@kittoi.com."

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 has a validity period of 3 months from the date of issuance. If you cannot use it within the period, please apply again from the application form.

After receiving the coupon, please place an alteration order through the Kiyasuku Web site's order form.
Order repairs/alterations here

For details about the repair/alteration process, please check the Kiyasuku website.
Repair/alteration process here

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.

If you meet the conditions of unused, unworn, tagged, etc., we will respond based on the return policy. However, the shipping fee for returns and exchanges is the customer's responsibility.

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

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 the area where we can reach you or want to see the products in person, please contact us through the contact page. We will also provide information about events through our website and SNS, so please check it out.

• Instagram
• X
• note

If you would like to try on the product, please contact us through the contact page. We will also provide information about events through our website and SNS, so please check it out.

We apologize for the inconvenience. Please clear the browser's cache and try again. If the problem persists, please contact us through the contact page, and we will respond individually.