FAQ

Where are your kimono from?

Our vintage and brand new kimono are 100% imported from Japan.

Can I negotiate for vintage items online?

Please note that we do not negotiate prices either in our store nor online. The market price is the price. We do not do volume discounts, as we are not a volume seller. 

Can I amend/cancel my order?

If you wish to amend or cancel your order before dispatch, please email us at <hello.kimonomalaysia@gmail.com>. as soon as possible, preferably within 24 hours from when the order has been placed. We cannot guarantee that your order will be cancelled upon request as our fulfilment team works very quickly in processing all our orders. We aim to fulfil all orders within the NEXT BUSINESS DAY from when you place an order with us. If your order has been dispatched, we regret to inform you that we can no longer cancel the order, but you may return the item to us as per our terms above.

There's an item missing from my order!

As our amazing fulfilment team manually fulfils all orders, any mishaps could be a human error. Nevertheless, we are committed to making things right. Please drop us an email at <hello.kimonomalaysia@gmail.com>. for us to assist you with this.

What are my payment options?

We accept:

- Online Banking & Debit/Credit card via BillPlz

- e-Wallets (GrabPay, Touch 'n Go, Boost)

- PayLater by Grab where you can pay next month or pay in 4 monthly instalments

We currently do not provide option for Cash on Delivery (COD) as a payment method.

How much does shipping cost?

You can refer to our shipping rates <link>. If you have any other questions, please do not hesitate to email us at <hello.kimonomalaysia@gmail.com>

We provide FREE SHIPPING for all orders above RM200.00 for West Malaysia and RM350.00 for East Malaysia. Express Shipping is optional at checkout (Prices will vary based on your location. You may check for available shipping options for your location at checkout). We take up to 24 hours to process all orders. All cancellations should be made within this timeframe.

All orders are shipped directly from Malaysia. Once your order is shipped, you will receive a tracking number via email. Tracking number may have delayed updates due to transit so if you do not receive your order in 5 working days upon receiving your tracking number (based on the table below), do let us know! Otherwise, your order is well on their way.

We use trusted local courier services such as DHL (primary) and others J&T & POSLAJU decided by availability of your area.

I've received the wrong order!

We're committed to serving you, so please do not worry about this. Do email us at <hello.kimonomalaysia@gmail.com> for us to rearrange for the right order to be sent your way as soon as possible.

Please note that the colors of our products you see online may vary slightly from the actual product due to a variety of factors, including:

• Photographic lighting: The lighting used in product photography can affect how the colors appear. Different types of lighting,such as studio lights or natural light, can cast different hues and shadows.
• Monitor settings: The settings on your computer monitor can also affect how colors appear. The brightness, contrast, and color temperature of your monitor can all impact how you see the colors of our products.
• Variations in materials: Even natural materials like fabrics and gemstones can have slight variations in color and texture.

We strive to present our products as accurately as possible, but please keep in mind that some color variation may occur. If you are unsure about the color of a product, we recommend contacting us for more information or requesting additional photos.

Delivery & Tracking

How long does delivery take?

All of our items ship in 1 working day. Shipping times are available <LINK>. Note that shipping times are estimates, it is depended on the country's customs jurisdiction.

How do I track my order?

You will receive an email with the tracking number once your order dispatches from our fulfilment centre. If you have issues with your order, please email us at <hello.kimonomalaysia@gmail.com>

What is the status of my order?

All orders will be dispatched within 1 working day. If you do not receive your email with the tracking number within 5 working days of placing your order, please email us at <hello.kimonomalaysia@gmail.com> so we can rectify the issue.

What is my tracking number?

Once your order has been fulfilled and dispatched, you will receive an email with the tracking number. Check your "Promotions" inbox or "Spam" for the email. If you cannot locate the email, please email us at <hello.kimonomalaysia@gmail.com>. so we can assist you with this.

I missed my delivery. What happens?

If a recipient is unavailable at the time of delivery, the postal service may leave a notice card to advise on how and where your delivery can be collected. This is subject to the postal service procedure, please contact your local delivery service.

Do you ship overseas?

Yes. The shipping costs are quoted based on postcode and customers are responsible for any and all potential customer fees/ taxes/duties in your country. 

I live overseas. Can you mark down the value on the custom form or mark the package as a gift for me?

No. We will not do this as it is against international regulations.

Custom taxes are charged by imported country, we can mark your package as low value to avoid possible custom taxes, but we CANNOT ensure that there is no custom taxes during the shipping, and would not take responsibility for taxes:

- Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. 

- Please check with your country's customs office to determine what these additional costs will be prior to bidding/buying.