Returns & Exchanges

Due to the fast paced nature of our warehouse operations, we are unable to cancel orders once you confirm your order. Should you wish to return any items from your purchase you may do so by contacting us via our Contact Us page. 

2.  I forgot to add my coupon code to my online order.

Unfortunately once an order has been confirmed, we are unable to retroactively apply any vouchers or discounts to it. Please hold onto your coupon for your next online purchase, or contact our Customer Care Team via our Contact Us page, if the code is due to expire soon.

In order to give you the best shopping experience, we have the Product Return Service. If the item(s) / merchandise the customer received has quality issues or are defective, please feel free to contact Reiwatakiya’s customer service by email at manager@kiokii.com and our customer representative will review your request.

3. Can I change the type or amount of items I’ve already ordered?

Once you see your order being “Completed” on Your Account, it is not possible to change your order (including the size, color or version of a product ordered). However, please contact us immediately to see if we can accept your request for change.

4. Is it possible to return or exchange an item?

Due to our sales policy, we can’t accept returns or exchange requests. Before purchasing, please note that all sales are final. If items are defective or damaged upon arrival, please contact us immediately.

5. I’ve tried the product I purchased and don’t like it. Can I get a refund?

A refund will not be made in the case of a personal preference (e.g. “I don’t like the smell”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defective upon arrival. The customer needs to (1) notify us within seven days of the package arrival and (2) provide pictures or a video of the damaged product.

6. I never got my parcel! Can I get a refund?

We will take immediate action if your parcel is lost. If you do not receive your parcel within a reasonable timeframe, please contact us immediately.

Return Guidelines

• For all Returns, the customer must contact Kiokii and... customer service within 5 business days upon receipt of shipment. We consider receipt of shipment based on the shipping carrier’s delivered date.
• Returning item(s) / merchandise that do not have prior authorization will be rejected.
• All item(s) / merchandise with a return authorization must be postmarked and received within 10 business days after the return was notified.
• All returning item(s) / merchandise must be unpacked, unused and in new condition with all of the original packaging and accessories. Kiokii and Inc. will need to receive and inspect the returning item(s) / merchandise before a refund is given.
• If the returning item(s) / merchandise does not meet the Return Policy criteria of (unpacked, unused, and in new condition with all of the original packaging and accessories), the customer will be given the option to have the returning item(s) / merchandise shipped back to him / her at their own expense and no refund will be given.
• Return Shipping Cost -If the return is due to Kiokii and...'s reason, such as we shipped the incorrect item(s) / merchandise or the item(s) / merchandise was damaged upon arrival, we will be responsible for the return shipping cost.
• Return Procedure
  
  Email us with your order number and return reason at manager@kiokii.com. Our customer representatives reply usually within 2 business days.
  
  Return Addresses (one of the locations below):
        - 350 John Street, Unit 8, Thornhill, Ontario L3T 5W6

• Please include the packing list of your order. Our customer representative will inspect and process the customer’s return when the package is received. After the inspection is complete, a customer representative will contact you regarding your return and refund. A refund will be issued if the returning item(s) / merchandise are in the described condition in the Kiokii and…’s Return Policy.