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ORDER DETAILS
Delivery time
All our orders come with a tracking code, which will be updated on your order once it’s been fulfilled. Simply pull out the confirmation email we sent you and follow the link to get the latest update.
Given that most of our products are made-on-demand, it typically takes about 3 to 5 business days for us to hand press and or sew your product. This means it may take up to 14 business days for your order to arrive depending on the country it’s being delivered to, though usually much faster for US customers.
Shipping cost
To check how much shipping will cost, simply add the product in question to your cart, enter your shipping address, and press enter. Your order will only be processed once you enter your credit card details, so you will not need to worry about getting charged for it.
International buyers, please note that import duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility.
Please check with your country's customs office to determine what these additional costs will be.
Order cancellation or modification
Please keep in mind that most of our products are made-on-demand; this means they are custom printed only after we received your order. As such, we are unable to cancel or modify your order once it is processed. A cancellation fee will be charged for all orders that have already been pushed to production.
On average, you typically have a 12-24hr window to contact our customer service before the item is processed. (Note that during working hours orders can get processed within the hour.) This is not cannot, however, a promise that we will definitely be able to stop your order from going through. Our staff will confirm with you as soon as possible of the outcome once they check with our production department.
In any case, please provide all the details concerning the order you want to cancel or modify.
Cancellation fees
Cancellation fees will depend on the ordered product in question. We will do our best as possible to rush your cancellation request before it goes through production, but should you ever miss that opportunity, our support staff will be able to advise you what the cancellation fee would be for your specific order.
If you need to cancel or modify your order, please contact us as soon as possible. Note that for our fur-lined jackets, once they are in production we will need to charge a $45 cancellation fee.
Shipping address change request
Depending on the time and product in your order, some items may get fulfilled faster than others. If you purchase multiple items in one order, they may not all ship out together either. As such, we are unable to recall or make any changes to shipping addresses for the products that have already been sent out. Our partner manufacturers had advised us that due to the volume of orders they deal with, returned products are destroyed by the courier. In such cases, a cancellation fee will be charged to your refund.
PRODUCT QUESTIONS
Where are the products made?
Depending on the product in question, we have partnered with incredible manufacturers from London to the States. We only source from reputable makers, and most items are hand printed on for best quality.
All designs on kiwilou.com are made in house by our incredible team here in US!
What does made-in-demand mean?
To reduce waste and energy, we keep 0 inventory. This allows us to provide you with thousands of fantastic designs to choose from, all the while doing no harm to the environment.
Basically, we’re custom making the product for you only once you’ve gone through checkout. That’s right, they’re freshly made out of our factory when you receive it!
How does the sizing work for your apparel?
Make sure to always use the sizing chart provided for all apparel you wish to purchase! There is no one standard Small, Medium, Large size, so it’s best to take out your measuring tape and measure it against a similar piece of item you own for the best fit.
Whenever possible, we include customer feedback on how they like the fit of the product in question.
PRODUCT CARE INSTRUCTION
How do I care for my faux fur-lined jacket?
To extend the lifetime wear of your jacket, we suggest washing your jacket on delicate cycle with gentle laundry soap. You can tumble dry your jacket on low but note that some customers have experienced shrinkage and wear on the design. We typically dry on extra low until damp and line dry afterwards for best results. Avoid high heat as it will damage the vinyl design.
Should you have any other inquiries on how to take care of your other apparel, feel free to send us an email at support@kiwilou.com
WEBSITE SECURITY
Kiwilou adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
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Questions? Email us: support@kiwilou.com