We usually process orders within 48 hours. As soon as your order ships, you’ll receive an email with a tracking link so you can follow its progress. Please note that delivery times may vary and are determined by the shipping carrier.
In some cases, U.S. orders may be selected for customs inspection, which can temporarily delay delivery.
Unfortunately, this is beyond our control.
After your order is placed, we’re unable to modify it.
If you entered the wrong delivery address, please email us at hello@kiyoko.com right away. We’ll do our best to catch it, but we can’t guarantee we’ll be able to update your order before it ships.
You can cancel your order as long as it hasn’t been shipped yet. Just email us at hello@kiyoko.com right away!
Because cancellations are handled manually, we can’t promise we’ll catch your request before your order gets packed and shipped. Once it leaves our facility, we are unable to cancel it.
Unfortunately we do not perform price adjustments or price matches.
Email us at hello@kiyoko.com if something is wrong with your order. Our customer service associates will be happy to assist you.
We might be required to file a claim with the couriers to resolve your issue. To ensure the process is smooth, make sure keep the shipping box and original packaging and invoices.
Please note that claims can take up to 8-10 business days.
While it is possible for the product to freeze due to external temperatures, this does not affect the overall safety or stability of the product.
When the product melts back to room temperature, it typically restores itself to its original state without any harm. However, we recommend exercising caution when opening the product, as freezing can cause the container to expand, potentially leading to damage.
