What is your return policy ?

Products which are either order-to-made items, or used or vintage, may not be returned nor exchangeable.

Please note that we are unable to accept product returns, exchanges or order cancellation made due to customer’s circumstances.

Upon request from the customer, the return of a product will be accepted where any damage occurred during shipment is discovered as long as the product is returned to us (at our cost) within 14 days of the date of its arrival at the shipping address provided.

We will not accept any return of any products after the expiration of return period.

Before sending back the products, please send us a email at shop@kimokame.com as soon as possible.  When you e-mail us, please let us know your registered name and email address with a short explanation of breakage

If you refuse to pay for a customs charge on your parcel, we won’t accept the return back and won’t refund you.

Can I cancel or exchange my order ?

You cannot cancel an order after it has been processed.

Because orders are shipped internationally, exchanges cannot be made due to customer’s circumstances, so please order carefully !

We try to ensure that all product information is accurate and complete, and that the photographs clearly indicate the shape, color and so on of each item.  We are happy to answer any question about your order beforehand.

How do I get my refund ?

When a product is returned, the amount which the customer paid to us will be refunded (Shipping fees will be deducted in cases where the product is returned for any reason attributable to the customer), but no interest will accrue with respect to the amount to be refunded by us.

Please allow up to 28 days for your refund to be processed.