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Frequently Asked Questions

What is kigurumi?

More than just Japanese animal pajamas... kind of. 

"Kigurumi" comes from a combination of two Japanese words: kiru ("to wear") and nuigurumi("stuffed toy"). Traditionally, it referred specifically to the performers wearing the costume, but the word has since grown to include the costumes themselves. In Japan, kigurumi costumes are worn as a way to break the conventions of traditional dress… or just as comfy pajamas! In addition to pajamas, kigurumi make great everyday clothes. They are quick to put on and you can wear them over your dull, normal clothes. In seconds, your life will go from tedious to old school stupendous. The relaxed fit of kigurumi costumes makes them a solid choice for lounging around the house on a lazy Sunday, taking care of business during a hectic day at the office or stealing the show at your next costume party.

Kigurumi Shop's costumes are manufactured by Sazac, the most respected and successful kigurumi manufacturer. Sazac pays great attention to detail by using the highest quality material ensuring that your kigurumi will last. You'll love your Sazac kigurumi, whether wearing it to a party or to bed!

Do you make custom kigurumi?

Unfortunately, making custom kigurumi is not something that we do at the moment. We may offer the option in the future. We'll keep everyone posted about this on our Facebook page as well as our blog.

How can I contact you about my order?

We are dedicated to making your shopping experience with us a pleasure. Please send us your suggestions and comments so we can make Kigurumi Shop the most awesome-est place to shop!

• Customer Service: help@kigurumi-shop.com
• Returns: returns@kigurumi-shop.com
• Wholesale Inquiry: wholesale@kigurumi-shop.com

Feel free to contact us with any comments or questions at the following number or through the contact form below. You can also reach us through our Facebook page!

Why was my credit card declined?

When payments get declined, it’s most often because the address entered during the checkout process is different form the address on the card. Billing address and the address on the card should be the same.

When your credit card gets declined, you may see a pending charge on your credit card statement. Please do not worry about the charge; it will disappear in a couple of days.

If you are using a foreign (non-U.S.) credit card, you can try entering “00000" in the ZIP code section when checking out. It may allow the payment to go through. 

If your card still declines, we suggest using PayPal.

How much does shipping cost?

Please visit our Shipping Policy page for details.

What different shipping methods do you offer?

Please visit our Shipping Policy page for details.

How long will it take for my package to arrive once it is shipped?

Please visit our Shipping Policy page for details.

Do you ship internationally? How much will it cost?

Please visit our Shipping Policy page for details.

Can I return my order?

If you created an account during checkout, please login to your account and click on View Completed Orders. You will be able to request a return from there. Return requests must be made within 15 days of receiving your order.

If you did not create an account during checkout, please see our Return Policy page for more info.

Can I pick up my order at your store?

We don't have a physical store. All orders are placed through our online shop. 

You can, however, place an order online and pick it up at our offices any day of the week between 10am ~ 6pm. Be sure to make an appointment first though. 

If you like to come pick up your order, this is how you'd have to do it: 
1) Place your order online (we currently only sell our items in our online shop). 
2) You will be charged for shipping when purchasing online, but you'll be refunded for that cost for shipping when you show up to our office to pick up the goods. 
3) After you make your purchase on the website, make sure to email help@kigurumi-shop.com to let us know that you want to pick up the order. That's so we don't accidentally ship the order.

Make sure you also let us know your full name and order number.

How can I pay for my order?

We accept a variety of payment methods Kigurumi Shop accepts Visa, MasterCard, Discover, American Express, PayPal and Google Checkout. Please do not mail cash or checks to us. 

Help With Credit Cards and Debit Cards
Troubleshooting Payment Errors
If your card is new or recently reissued, make sure it has been activated. Double check the card type (for example, American Express), the account number and expiration date. If everything above is correct, call the card issuer's customer service 800 number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase. 

Account Verification
Please ensure that the billing addresses on your order matches the name and address on your credit card account. Entering incorrect information may result in delays. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, we recommend that you contact your card-issuing bank to confirm. You can reach them using the 800 number on the back of your credit card. 

Security Codes
The card security code is a three or four digit number found on the front (for American Express) or back (for Discover, MasterCard and Visa) of your card. 

Daily Spending Limits for Debit Cards
Many debit and check cards have daily spending limits. Even if there is enough money in an account, your purchase may be delayed or denied if you reach this limit. If you are having trouble placing your order with us, please consult your card-issuing bank for information about your daily spending limits. 

Still having trouble?
Please, contact us and we'll be happy to help! help@kigurumi-shop.com

What kind of fabric do you use for you kigurumi?

Our kigurumi are made out of high quality soft polyester fleece. The fabric will keep you warm and cozy in the winter, but just unbutton a few buttons and you’re good to go for indoor wear at parties.

The wrist and ankle cuffs on all of our kigurumi are elasticized.

Animal Kigurumi (Such as the Tabby Cat, Dinosaur, Fox, etc.) come with side pockets along the side seam of the Kigurumi, and Character Kigurumi (Such as the Hello Kitty, Gloomy Bear, Rilakkuma, etc.) DO NOT come with side pockets unless otherwise stated in the product description. This applies to both our fleece and pile kigurumi.

How do I wash my kigurumi?

It's easy...

Turn your kigurumi inside out. This keeps the fabric from getting nappy. Put it in the washing machine! Yep, our kigurumi are washing machine safe. Use any detergent you'd like. We also recommend adding fabric softener to keep your kigurumi from feeling stiff after you dry it. Wash your kigurumi on "Cold" for its first cleaning. This helps the color set it. After the first wash feel free to use the "Warm" setting. You can use the "Normal" or "Permanent Press" cycle on your washing machine. If you're worried about your kigurumi, the "Gentle" cycle should also do the trick. After the washing machine, you can either put your kigurumi in the dryer or hang it out to dry. If you hang it out to dry, be sure to keep it out of direct sunlight. If you use a dryer, we recommended using either the "Air Dry" or "Fluff Air" setting. You might need to run it through the dryer twice on these gentle settings. That's it!

What sizes are your kigurumi?

Our Kigurumi will fit most people. Kigurumi are one-size-fits-all. Simple, right? They are made to be loose fitting and will accommodate adults and children who are at least five feet tall. However, if you're taller than six feet the wrist and ankle cuffs might not make it all the way to your wrists and ankles. The bagginess our Kigurumi means there's a lot of room in the chest and waist. If you're concerned with fitting into one of our Kigurumi, the limiting factor is usually your shoulder width. Check out the awesome graphic below for measurement details! 

Please note that the following measurements relate to the Kigurumi laying flat. Specifically, the "Width" is not the Bust or Chest size. It is just the distance from one side of the kigurumi to the other.kigu-sizes.png

How do I use the shopping cart on your shop's website?

Those kigurumi can be tough to catch, we know...

If you are having troubles updating products or editing your cart, feel free to contact us for assistance.

To purchase a product:
• First you must utilize the "Add to Cart" or "Buy now" buttons to place an item in the shopping basket.
• After a product is added to the shopping basket, you can click the "View or Edit Cart" links to update quantities or remove products from the basket
• Once you have the products and quantities finalized, you can click the "Checkout" link
• Next, complete the required Billing, Shipping and Payment information.
• Finally, select the Order Complete option to complete the transaction.

Once the order has been processed a confirmation email will be sent and the product(s) will be shipped to the designated address.

Is my information safe with you?

We keep your info safe.

Kigurumi Shop collects personal information primarily to make our services more rewarding for you to use. We usually use this information for internal purposes, such as studying our customers' preferences. We may also use your information to contact you for account and promotional purposes. 

How to avoid receiving newsletters and Kigurumi Shop materials
We use e-mail addresses to send out newsletters and other announcements with information about our new products, gifts and special features. If you do not wish to receive these announcements, please e-mail your name and e-mail address to us at: help@Kigurumi-Shop.com

Who views Your personal information
Kigurumi Shop may share your personal information with companies that perform services for us, such as fulfilling orders, delivering packages, sending postal mail and e-mails, analyzing data, providing marketing assistance, processing credit card payments, investigating fraudulent activity, conducting customer surveys, and providing customer service. They have access to personal information needed to perform their functions, but may not disclose your personally identifiable information for other purposes. Some personal information is stored on servers owned by other companies. Kigurumi Shop has the right to access this information. Personal information may be disclosed if required by law. We do not share any personal information with its affiliates. In the event that another company buys the assets Kigurumi Shop personal information may then belong to another entity. We do not rent, share or sell our addresses. It is possible that this policy will change in the future.

Questions about this policy
If you have any questions about this Privacy Policy, or the content or practices of our website, you can contact Kigurumi Shop directly at: 

Kigurumi Shop
440 Seaton St. Suite 101
Los Angeles, CA 90013
Phone: (800)551-3250 
Fax: (213)402-5605
Email: help@kigurumi-shop.com

When will _____ kigurumi be back in stock?

Take a look at our Kigurumi Restock page for details on when a particular kigurumi will be available. If you don't see the kigurumi you're looking for on the list, post a comment and we'll get back to you as soon as we can!

Why don't you have _____ kigurumi?

If you have an idea for a kigurumi that you think we should add to our store, let us know by visiting the Vote for New Kigurumi page. We'd love to hear your idea! Keep in mind that it can be difficult to get permission to sell licensed characters.

Are you going to be having another contest?

We certainly are! Follow us on our Facebook page and our blog to be the first to find out about it!

How do I find information about wholesale?

Visit our wholesale page for more information.

How did Kigurumi Shop get it's start?

People in Venice, California wear weird things to the beach. Not wanting to miss out on the fun, one day we showed up in our tiger and penguin kigurumi that we found in Japan. We fit right in with the eccentric and quirky Venice scene and even stole some of the glory from the guy playing Jimi Hendrix on his guitar while rollerblading dressed in an American flag. Anyway, the attention we got inspired us to put this little shop together where you can get your own kigurumi and stand out from the crowd. Join us, won't you?

 

Gift Certificates

Purchasing a Gift Certificate?

It's a great way to make sure that your special someone gets the kigurumi of their dreams. You can purchase a gift certificate in the same way that you purchase any item in our store. Gift certificates are delivered via email and will take up to 24 hours (not counting weekends) to get to the recipient.

Gift certificates are available in amounts from $10.00 to $300.00. Keep in mind that the recipient will need to pay shipping and, if they live in California, up to 10% in sales tax. We've included a few special gift certificate amounts that account for these additional fees.

Redeeming a Gift Certificate?

To redeem a gift certificate, simply enter in your gift certificate code in the Shipping Selection portion of the checkout process. The amount of the gift certificate will be applied to your purchase automatically.

Any remaining balance will be available for use on future purchases. If the gift certificate does not cover the entire balance, you will be able to use another method of payment to cover the remaining balance due.

Gift certificates cannot be redeemed for cash value. Returns on items purchased with a gift certificate will be issued as store credit.