Something wrong with your order? Oh noes!
Your 100% satisfaction is our goal! If you are not happy with any purchase we will exchange it or refund your money. Your items must be returned in new, unopened condition.
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 follow the steps outlined below.
1. Contact Kigurumi Shop Customer Service within 15 days of receiving your order to let us know you will be making a return. Call us at (800)551-3250, Monday - Friday 10AM to 5PM Pacific time, or email us at: returns@Kigurumi-Shop.com.
2. We will give you a Return Authorization Number. Please write this number on the outside of your shipping box and address the box to:
801 E 8th Street
Los Angeles, CA 90021
3. You may use any shipper you like, but we recommend purchasing tracking and insurance. Insurance protects you in case the items are damaged or lost in transit. Unfortunately, we are only able to issue a return label if an item arrived damaged or an incorrect item was shipped.
4. Carefully package the items in the original shipping box or any suitable shipping carton. Don't forget to say one last goodbye to your kigurumi. :(
IMPORTANT: Make sure the items are packaged similar to the way you received them. Items must be received in resalable condition for a refund.
Once we receive your Return package, we will issue you a refund or store credit for the price of the products you returned (including tax, if any).
Shipping is not refundable unless you are returning an item because it arrived damaged or an incorrect item was shipped. In these two cases, we will also refund the shipping costs to return the item.
Please allow up to 14 days for us to receive and process your refund. It may take one or two billing cycles until the credit appears on your bank statement. This time depends on the policies and procedures set by your credit card company.
International Return & Exchanges
Unfortunately, due to the increased cost of international shipping, we do not offer product exchanges on international shipments at this time. However, you can still make a return, as long as it's received within 60 days of the original order shipment date. Once we receive your returned merchandise(s), your refund will be credited back in US Dollars at the current exchange rate. You will be responsible for return shipping. Original shipping fees are nonrefundable.
If you have received a defective or incorrect item, please contact customer service. Exchanges will be handled via store credit which can be used to place a new order.