HELP & FAQS

ORDER & PAYMENT

HOW DO I KNOW MY ORDER IS CONFIRMED?

Once you’ve completed your purchase, we will send you an Order Confirmation email.

Please check your junk mail or spam folders if you can’t find it. Otherwise, contact customer service via our Contact Us form and we will be able to re-send your confirmation email to you for your reference.

WHAT DOES IN-STOCK, SHIPPING LATER AND MADE-TO-ORDER MEAN?

  • Product Availability. In Stock – This item is currently available in our facilities and ready to ship to its new home. In-stock items typically ship within 1–2 business days from the purchase date. Please note that engraved or monogrammed in-stock pieces require additional time for personalization and generally ship within 8-14 business days from the purchase date.
  • Pre-Order* – This item is not currently in stock but will be available soon. You may still place your order and it will be added to our shipping queue as soon as the item becomes available. The estimated shipping date is displayed on the product page and at checkout for your reference. Kindly note that payment is processed at the time the order is placed.
  • Made to Order* – This piece is specially crafted just for you once your order is placed. Because it is made specifically to your specifications, production requires additional time. Please review the estimated shipping date listed on the product page to plan accordingly.

All shipping dates provided are estimated and may vary depending on production timelines. In the event of any unexpected delays, we will promptly contact you with updates regarding your order.

CAN I CANCEL MY ORDER?

You can cancel your order within 30 minutes of purchase by logging into your account. Once logged in, go to My Orders and click "Cancel Order". If you don't have an account, no worries, you can create one using the same email used to place the order.

Our team works hard to get your order dispatched as quickly as possible, so we’re unable to guarantee any cancellation requests or changes to your order past this window.

HOW CAN I CHECK THE STATUS OF MY ORDER?

To check the status of the order, click on the below link, Trackorder

HOW CAN I PAY?

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay, Apple Pay, Amazon Pay.

IS IT SAFE TO BUY ONLINE?

At Kimiko, we take online security very seriously. At no point do we store any financial information on our servers. Kimiko employs trusted and reputable third party hosting agents and payment providers to ensure the security of personal data.

All credit card details are entered on a secure server using Shopify Payments. The transfer of the purchase details from our site to Shopify Payments are encapsulated using their encrypted and digitally signed protocol which is secure and tamper-proof. Shopify Payments is level 1 (the highest level) PCI DSS compliant.

DO YOU OFFER GIFT WRAPPING?

Gift wrapping is available.

SHIPPING

WHAT ARE THE SHIPPING FEES AND DELIVERY TIMELINE?

⏳ Order Processing Time

  • In-stock jewellery: Ships within 1–2 business days
  • Engraved/customized pieces: Ship within 5–8 business days

🚚 Shipping & Delivery Timelines

🇺🇸 United States

  • 8–15 business days
  • Standard Shipping

Shipping timelines do not include order processing time

Once your order ships, you’ll receive an email with atracking link.
Please allow 1-2 Days for tracking updates to appear in the courier’s system.

WHERE DO YOU SHIP TO?

We ship to the following countries. Kindly note that we do not ship to PO boxes, parcel lockers, APO, FPO addresses, or freight forwarding companies.

REGION COUNTRY - North America, Canada, Puerto Rico, United States of AmericaOceaniaAustralia, New ZealandEuropeAustria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia, Spain.AsiaHong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, ThailandMiddle EastQatar, Saudi Arabia, United Arab Emirates

MY ORDER IS DELAYED, WHEN WILL I RECEIVE IT?

If your order is not processed by the estimated shipping date, our Customer Happiness team will contact you with an update within 24-48 hours (keep an eye on your inbox!). Keeping you informed is a top priority for us, and we appreciate your patience. As always, feel free to reach out via Contactus

WILL I BE CHARGED DUTIES, TAXES AND ANY OTHER FEES?

Duties, Taxes and Custom Fees

1. United States and Canada Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.

2. Australia, United Kingdom and Germany Import taxes and duties are included in the product price and there are no additional charges upon delivery.

3. Other international shipments: There may be duties, taxes and custom fees incurred on your shipment that you will be responsible for. Please note that Kimiko does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

Foreign Transaction Fees

Kimiko does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Kimiko. As we're based out of USA, banks in other countries may consider us a 'foreign company' and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees. Should you have confirmed that the charge was made on Kimiko's end, please reach out to our customer happiness team at Support@kimikojewellery.com with the details on the charges!