FAQ

1. Products must be in resalable condition — meaning they must be unopened, unused, sealed, and in their original packaging/box. We will not accept returns on opened or used products.
2. A flat rate return shipping fee of $8.00 CAD or $6.00 USD (for US orders) applies to all returns. This amount will be deducted from your refund once we receive, inspect, and process your return.
3. Original shipping fees are non-refundable once tracking information has been generated.

If you received a defective or damaged product, or experienced an allergic reaction, please contact us as soon as possible via email at hello@kiyoko.com. Please be prepared to provide clear evidence, such as photos of the product or documentation of the reaction.

For damaged items, please keep all original packaging in the condition it was delivered, as the shipping carrier may require inspection. Claims cannot proceed without proper documentation.

Our team is committed to providing a fair and reasonable resolution on a case-by-case basis.

Returns must be initiated within 30 days of the shipping date.

Clearance items are final sale and not eligible for return.

Unfortunately, we currently do not offer exchanges.

Returns must be requested through account.kiyoko.com.

All returned items are inspected upon receipt. Returns with broken or tampered seals will be denied, and the customer will be responsible for the cost of shipping the items back.

Kiyoko Beauty maintains a zero-tolerance policy toward fraudulent activity. If fraud is suspected, we reserve the right to take action, including but not limited to:

• Blocking future purchases associated with the email address
  
• Restricting orders shipped to the associated address
  
• Withholding order fulfillment until valid documentation is provided
  
• Reporting suspected fraud to the customer’s financial institution