FAQ (Frequently Asked Questions)

Is it safe to order on your website?

You can order online from The Kimono Company with complete confidence and peace of mind. Our online ordering system is fully secure: all credit card transactions are processed in encrypted form by a certified secure-payment service provider, Sage Pay or Paypal as applicable. We do not see or store any credit card data when a customer orders through our website, other than the last 4 digits of the card number. Our Help page explains payment security in more detail.

Do I need to register with you before I can order?

No, we do not require customers to open an account with us or register their details in any way. You will not have to remember a username and password in order to proceed to the checkout. 

Can I order by phone?

Yes, you are welcome to call us on freephone number 0800 083 9278 (UK only).

Which payment methods do you accept?

Visa, Mastercard, Switch/UK Maestro, Solo, American Express and PayPal.

How can I tell if an item is in stock?

Although our website does not calculate stock levels automatically, we frequently update information on the product pages about availability of items, to guide you before you decide to purchase.

How much do you charge for shipping (postage and packing)?

Delivery to a UK address is free of charge, regardless of order value. The shipping charge for EU countries, Norway and Switzerland is GBP 9.00; shipping to USA, Canada, Australia and New Zealand is GBP 12.00. International orders are tracked and will require a signature on delivery. During the online ordering process, customers are asked to indicate their country of residence before the correct postage charge is added automatically to the order total.

When should I expect to receive the items I’ve ordered?

Despatch of your order will normally be within 24 hours, by first class post or equivalent courier service (excluding Sundays and public holidays). Delivery in the UK can therefore be expected to take 3-4 days.

If delivery is taking longer than expected and you have received an email confirmation of despatch, please first contact your local mail sorting office or carrier, if known, to check whether they are holding the package. Although the postman or carrier should leave a card after an attempted delivery, they sometimes do not. If your check fails to locate the package, please contact us and we will investigate on your behalf.

Can I return items for refund or exchange?

We have every confidence that you will be delighted with your purchase. However, if you are not completely satisfied, return any item in its original condition, taking reasonable care to ensure that it arrives safely, and we will gladly refund the cost of the goods and original postage or exchange them, as you prefer.  

1 Millar Place Lane
Edinburgh
EH10 5HL
United Kingdom

Will you be passing my name and contact details to other companies?

Absolutely not. We only retain information to be able to contact you about your orders, and we will not sell your contact details to third parties or bombard you with regular offers (only one or two emails maximum per year, with the option to unsubscribe from future contacts).

Do you have a shop that I can visit?

No, we only sell our products via the internet. We are based in and ship from the UK. Of course, you are welcome to order an item and then return it within 30 days if you are not completely satisfied.

Are your kimonos really from Japan?

Our kimonos are genuinely from Japan. They are designed and made in the ancient Japanese city of Kyoto, where a small family business has been using its own team of artists to create fresh and original kimono and yukata designs for almost 50 years. The highest standard of workmanship is ensured by a combination of the latest technology and modern working practices for employees.

What’s the difference between a Classic Kimono and a Short Kimono?

A Classic Kimono is long (51, 55, 56, 58 or 59 inches), has traditional, three-quarter length square sleeves, no pockets or belt loops. A Short Kimono is approximately knee-length (42 or 45 inches), has three-quarter length, straight, Western style - though still wide - sleeves, one patch pocket (ladies’ cotton) or two (all other designs) and no belt loops. The 45” length is a more generous fit than 42”. Please also consult our Size Guide.

Where is the belt for my kimono?

Kimono belts are folded and lightly stitched into one of the sleeves. When you receive your kimono a slip of paper in the bag will point you to the belt's location. Belts for Short Kimonos (42 or 45 inches) can be found tucked inside the collar.

Do you sell yukata?

Yes. Our kimono designs are in the yukata style, being the casual kimono robes offered by traditional Japanese inns (ryokan), for wearing after a bath and lounging. Rather than the wide sash (obi) usually worn with yukata in Japan, our kimono sashes are narrow, matching belts that are very convenient and easy to tie.

What is a yukata?

We have written this blog post about yukata to illustrate how a yukata differs from a formal Japanese kimono.

Can I get one of your silk kimonos in the shorter length?

Our supplier only makes our silk designs in the full 55ins length, unfortunately.

Is it possible to shorten a kimono or nightdress?

Hemlines for kimonos and nighties can be raised for a better fit, though we are unable to offer such a service.

Where can I find a kimono hanger?

The following websites sell kimono hangers:

Wafuku.co.uk (UK)

Kyoto Kimono (USA)

Do you sell fabric for making kimonos or craft items?

No, but these websites are possible sources for you:

Japanese Tex-style (UK)

Yamatoku (Japan)

Ichiroya (USA)

How can I send you feedback or report a problem?

Please send us an email with your comments or a brief explanation of the problem, either using the link provided here or addressing your email to enquiries@thekimonocompany.co.uk.

bowing japanese men

 

FOR OVERSEAS CUSTOMERS:

Which countries do you sell to?

We sell our products to the UK and all EU countries (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden). We also ship to Australia, Canada, New Zealand, Norway, Switzerland and USA.

You will be asked to select your shipping destination during the checkout process.

What currency are your prices in? How can I convert them to my own currency?

All prices shown on our site are in British Pounds (GBP). International customers can easily convert prices to their own currency by using the currency converter box in the left margin of any page on this site.

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