Refund policy
1.Return & Exchange Policy
We do not accept returns or exchanges for customer convenience. However, if you receive an incorrect or defective item, please contact us within 7 days of delivery. To be eligible for a return or exchange, the product must meet the following conditions:
• The item is unworn and in its original condition with all tags and tacking threads attached.
• The item is free from marks or stains, including makeup, spray tan, or other substances.
• The item does not have any odors, such as perfume, deodorant, body odor, or washing powder.
• For obi (sashes), the original white thread securing the packaging must remain intact.
Please note: Shipping fees are non-refundable.
To request a return or exchange, contact us via our contact page with a detailed explanation of the issue and clear photos of the item’s condition. Returns that do not meet the above requirements may not be accepted.
2. Conditions for Non-Returnable Items
We cannot accept returns or exchanges in the following cases:
• Items that have been used, altered, or washed.
• Tags, tacking threads, or obi securing threads have been removed.
• Items with marks, stains, or odors (including makeup, deodorant, perfume, or other substances).
• Missing accessories or incomplete packaging.
• Failure to provide a screenshot of the emailed receipt.
3. Faulty Items
We take great care to ensure that every item arrives in perfect condition. However, if you receive a faulty item, please notify us via email within 7 business days of delivery. We will replace the faulty item with a new one.
Please note: Our sole responsibility for faulty items is replacement. Refunds or other compensation will not be provided.
4. Cancellations & Order Changes
Cancellations or changes to orders are generally not accepted. However, address changes are possible before shipment. If a change is required after shipment, the order must be canceled and repurchased. Any additional fees incurred will be the customer’s responsibility.
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For any inquiries, or you need assistance, please contact us at: emi.kimono.ae@gmail.com