1.Do I need to create an account to place an online order?
No, you can place an order directly without creating an account. However, an account has various advantages such as faster checkout process for future purchases and clear record of pending or completed orders.
2.Can I modify or cancel my order after it has been placed?
You can only cancel/change your order up to 2 hour after the order is placed.Cancellation of an order after 2 hours will incur a 10% operation fee. Once we have shipped your package, you may simply return the items you unwanted by following our Return Instructions.
For further assistance, You can contact our customer service at [email protected] or by phone +1(218)888-3867 (Mon-Fri / 9:00-12.00 am / 2:00-6:00 pm). Please disturb us!
3.Can I combine promo codes?
Please note that the promo codes can only be used once and cannot be used in combination.
4.What should I do if I did not receive a confirmation email?
Our order confirmation email is sent out automatically by our ordering system. If you did not receive an Order Confirmation email and you are certain that you entered a valid email address during checkout, you may want to check your SPAM mailbox first.
If there is no relevant email, please contact us at [email protected] to confirm whether or not the order went through. For your convenience, we strongly recommend creating an account with us so that you can log in to keep track of your orders.
5.How do I check my order status?
You can check the status of your order on our website by clicking on Account--Orders.
You can also check it from the shipment details email we send you when items you ordered have been shipped.
If there are any questions, please contact [email protected] with your order ID, we'll be in touch in 24 hours and provide specific order status information.
6.What shipping methods do you offer?
Standard shipping (7-20 Business Days) and Fast shipping (2-7 Business Days) are now available. Meanwhile, we provide Free Standard Shipping for orders over $69.Detail please check our shipping policy.
*Please note that delivery times may be longer than normal due to limited transportation availability as a result of the ongoing COVID-19 impacts. Thank you for your patience.
7.How can I do if I need help when I’m making an order?
You can contact our customer service at [email protected] or by phone +1(218)888-3867 (Mon-Fri / 9:00-12.00 am / 2:00-6:00 pm). Please disturb us!
8.When will my order ship?
Orders are generally processed within 24-48 hours of purchase. You will receive an email with tracking information when we have fulfilled your order. Delivery depends on the selected shipping method.
For more details on estimated delivery times, please review our Shipping Policy.
9.How do I track my package?
You can find your tracking number on your shippinng confirmation email.Tracking website: https://m.17track.net/en/. If you’re having trouble finding this email, please feel free to reach out to [email protected]
10.My order was delivered with only some of my items, what do I do?
We may have shipped your order separately as the goods are in different warehouses, please check the status of each package in the shipping details email we send to you.
If you do not receive all the items, please contact [email protected] with your order ID and the missing items, we'll be in touch in 24 hours and resolve your matter.
11.What should I do if I never received my order?
Generally, we need 24-48 hours to process and ship your order. Once we have fulfilled your items, a shipment details with tracking number will be sent to your email address. If you do not receive the email, please verify your email address and shipping details were correct.
For further assistance, please contact us at [email protected] with the order number and we'll be happy to help.
12.Can I have my order redirected to a different address?(shipped)
We are sorry that we can only change your order address while the order is not shipped. Once we have shipped your package, you may simply return the items you unwanted by following our Return Instructions.
13.What is your return policy?
KIMROBE only accepts returns within 14 days since their delivery date and we currently are unable to offer a free returns service.
Items must be returned unworn, unwashed, undamaged, and with all original packaging and tags attached. Please note that items marked as sale are not eligible for returns or exchanges unless there is a quality issue.
To start your return, please contact [email protected] with your order ID and the product name(you can find this in your confirmation email) of the items you would like to return.
14.How do I make a return?
Please contact [email protected] with yourorder ID and the product name(you can find this in your confirmation email) of the items you would like to return, all requests are reviewed within 24 hours - if approved, you will receive return instructions, otherwise we will contact you for more details.
Please make sure you comply with our Return Policy.
15.Which items couldn't be returned or refunded?
We gladly accept returns within 14 days’ timeframe since their delivery date. For the items that couldn't be returned, please check below:
1) Items over our 14-days limit
2) Used, worn, soiled or altered items
3) Items on Flash & Final Sale cannot be returned
16.Should I pay the shipping fee if I return the items?
On a preference-based return, we currently are unable to offer a free returns service, so return shipping fee would be made at your own cost.
17.When will I receive my refund?
Once we receive the return package and determine that it's eligible for a refund, it will take up to 3 business days for us to process the refund. The refund for returned items will be issued to your original form of payment within 10 business days.
If you couldn't receive the money in time, please feel free to contact our customer service at [email protected] or by phone +1(218)888-3867 (Mon-Fri / 9:00-12.00 am / 2:00-6:00 pm). Please disturb us!
18.My order arrived wrong or damaged. What should I do?
We always want to ensure that we get you all your faves! If we made a mistake or sent the wrong item, please don't worry - we'll make it right!
Within 2 business days of receipt, please contact us at [email protected] with the information below:
1) Your order ID
2) Product name (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
Once we received these information, please feel assured that we will do everything possible to help you as soon as we can.
19.What if I want an exchange?
For our exchange process, if the items are not fit, you can return the order and place a new one.
We accept exchanges under the following conditions:
1) The order is within 14 days since its delivery date.
2) Items must be returned intact with all original packaging and tags attached.
3) Items on Flash & Final Sale can not be exchanged.
For the specific exchange instructions, please contact [email protected] with your order ID, we will be in touch in 24 hours to help you complete the exchange.
20.How can I get in touch with you?
We value the real feelings of our customers and want to build a good connection with you. Your feedback and suggestions can truly help us improve the quality of our products and services.
You can submit a ticket by clicking on Contact Us in the footer of our website to enter your inquiries and suggestions.
You can also contact us by emailing us directly at [email protected].
Either way, we will get back to you within 24 hours to answer your inquiries and concerns.
21.How can I take care of my products?
Most of our products need to dry washed, however, since the high quality of the fabrics, we suggest ever to read the label on each item before wash it or make any treatment.