Refund and Cancellation Policy
Every Kustom Kimonos kimono is printed and sewn to order, just for you. This policy explains when you can cancel and what happens if something goes wrong. The seller is OddLot Goods.
Cancelling your order
- Within 48 hours of ordering, before you approve your proof: cancel for a full refund. Use the "Cancel my order" button on your proof page, or email support@kustomkimonos.com.
- Once your proof is approved (by you, or automatically after 96 hours), your kimono may already be in production, so we can't guarantee we can cancel it. Email us and we'll see what we can do.
- After 48 hours, you can still approve your proof or ask for a change, but not cancel for a refund.
Returns and exchanges
Because each kimono is made to order, we don't accept returns or exchanges for size or a change of mind. Please check the size guide before you order.
Misprints and damage
If your kimono arrives misprinted, damaged or faulty, or isn't the design you approved, email support@kustomkimonos.com within 14 days of delivery with your order number and photos of the problem. We'll reprint it or refund you. You don't need to send it back unless we ask.
Small differences in colour or pattern placement between the screen and the fabric are normal for printed fabric and aren't misprints. We print the proof you approved, so a spelling mistake or photo in an approved proof isn't a misprint.
Lost parcels
If tracking shows your parcel delivered but you can't find it, or it hasn't moved for 10 days, email us. We'll file the claim with the carrier for you, and once the carrier confirms the parcel is lost, we'll reprint your kimono or refund you.
How refunds are paid
Refunds go back to your original payment method, including any sales tax and shipping you paid. Depending on your bank it can take 5 to 10 business days to show up.