Shipping & delivery
We know you want your new Kiyo products ASAP (can’t blame you), so here is everything you need to know:
- At Kiyo, we strive to bring our products to you as quickly and efficiently as possible. We use both Thailand Post and Kerry Express to deliver both domestically and internationally. Orders are usually processed within 3 business days, and shipping times are estimated to be between 1-5 business days, depending on your location.
- If your order still didn't reach you, please check with your neighbors or the reception at your building. Else, get in touch with us: We’ll need your ship-to name, the email address you used to place the order, and your order number. Once we have that info, we’ll get back to you ASAP with more details on your package status.
- For our international customers, shipping time frames can widely vary depending on location.
- Kiyo is not responsible for any duty and tax fees for international shipping. To find out if you’ll be charged for duties and taxes, please refer to your local customs website. The limits for duty-free packages are established by your local customs authorities.
We understand that sometimes orders need to be cancelled. Therefore, we offer the following cancellation policy:
- If you wish to cancel your order, please do so within 48 hours of placing it. After 48 hours, the order will be processed and shipped.
- To cancel your order, please contact our customer service team by email or phone. We will need your order number and reason for cancellation.
- If your order has not yet been shipped, we will cancel it and issue a full refund.
- If your order has already been shipped, you will need to wait until it arrives and then follow our return policy for a refund.
- Please note that we cannot cancel or refund orders that have already been delivered.
- In the event that we have to cancel your order due to unforeseen circumstances, we will notify you immediately and issue a full refund.
Need to make a return?
We want you to be completely satisfied with your Kiyo products, and we are confident that you will love them. However, we do understand that sometimes things don't work out as planned. Therefore, we have a return policy in place to ensure that you are happy with your purchase.
- Please note that returns from overseas (outside Thailand) are not accepted, except in the case of faulty goods or incorrect orders. If you would like to exchange your order for a different size, please let us know. We will do our best to accommodate your request, but we cannot guarantee availability of alternative sizes. In such cases, we will offer you a different product as a substitute. You will be responsible for the shipping costs and ensuring that the item reaches us safely. If you have any questions or concerns, please feel free to contact us.
- Damaged, Incorrect, or Misrepresented Items In the unlikely event that you receive a damaged, incorrect, or misdescribed item, please contact us within 7 days of receiving your order.
- Returns will only be accepted if the item is in its original condition, with the tags attached and the packaging intact. If your item is deemed faulty, we will reimburse your delivery costs.
- Sale items are not eligible for returns, exchanges, or refunds.
- If you would like to initiate a return, please contact us via chat for information on the return process and for our logistic points in Europe, Switzerland, the US, and Asia. Shipping costs for exchanges are the responsibility of the customer. Once we have processed your return and issued a store credit, you will be notified by email and will be able to re-order.
- Remember to take extra care to pack your return package properly, so they don't get damaged on the way - we are not responsible for any returns until they reach our return address. Please also make sure to get proof of postage for reference in case you need to check the status with the carrier before it reaches us.
If you have any questions or concerns, please don't hesitate to reach out to us. We are always here to help.