FAQ (Frequently Asked Questions)
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Do I need to open an account 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.
Is it safe to order on your website?
You can order online from The Kimono Company with complete confidence and peace of mind. All credit card transactions are processed in encrypted form by a certified secure-payment service provider, Sage Pay or Paypal as applicable. Sage Pay and Paypal are PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level. They are regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.
The Kimono Company undergoes annual validation of its compliance with PCI DSS. We do not see or store any credit card data when a customer orders through our website.
Our Help page explains payment security in more detail.
How much do you charge for shipping (postage and packing)?
Delivery to a UK address by 1st class post 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 may require a signature on delivery.
During the online ordering process, customers are asked to indicate the shipping destination in order for the correct postage charge to be added automatically to the order total.
When should I expect to receive the items I’ve ordered?
If the items you order are in stock, despatch will normally be within 24 hours, by first class post or equivalent courier service (excluding weekends and public holidays). Delivery in the UK can therefore be expected to take 2-4 days. Please note that delivery of back-order items will take 2-3 weeks for the UK (back-order products are clearly labelled as such on their product page and in the shopping basket).
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, after the minimum number of days recommended by Royal Mail or the carrier.
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 within 28 days of receipt, 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.
If you ordered from our website (thekimonocompany.co.uk), you may want to email us in advance, but this is not obligatory. Our returns address is: 1 Millar Place Lane, Edinburgh, EH10 5HL, United Kingdom.
If you ordered from our shop on Amazon, go to ‘Your Orders’ in your Amazon account and click on ‘Return or Replace Items’; or visit the Amazon online returns centre. After you notify us in this way, we will send you a confirmation email and you can post the item(s) to our returns address above.
Please refer to our Help page for full details of our returns policy.
How can I tell if an item is in stock?
Although our website calculates stock levels automatically, we cannot guarantee that an item is in stock at the time of your order, since products may be sold from another outlet before we have chance to update our system. If such is the case, we would of course contact you promptly to let you know when the item should be available again, or to offer alternative designs.
What does 'available on back-order' mean?
Some kimonos on our website may be temporarily out of stock, but are marked as ‘Available on back-order’ on product pages and in the shopping basket. When you place a back order, payment is taken in advance; we then arrange for the kimono(s) to be shipped from Japan as soon as possible. Please expect delivery in 2-3 weeks. If there is a delay for any reason we will contact you promptly.
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 or about future special offers, and we will not sell your contact details to third parties or bombard you with regular offers. Contact by us would be very occasional, always with the option for you to unsubscribe from our email list.
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 28 days if you are not completely satisfied.
Are your kimonos really from Japan?
Our kimonos are genuinely from Japan. They are in the yukata style, which is a casual kimono robe worn by Japanese people when relaxing at home. The kimonos are designed and made in the ancient Japanese city of Kyoto, where a small family business has been using its own 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 (55, 56, 58 or 59 inches), has traditional, three-quarter length rectangular hanging sleeves, and no pockets or belt loops.
A Short Kimono is approximately knee-length (42 or 45 inches), has three-quarter length, straight, Western-style sleeves (though still wide), one patch pocket (ladies’) or two (men’s) 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?
Classic 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 also tell you the location).
Belts for Short Kimonos (42 or 45 inches) are tucked inside the collar.
What is a yukata?
Our kimono designs are in the yukata style, which is the casual kimono robe worn by Japanese people when lounging at home. 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.
We have written this blog post to illustrate how a yukata differs from a formal Japanese kimono.
Is it possible to shorten a kimono or nightdress?
Hemlines for kimonos and nighties can be raised for a more personal fit, though we are unable to offer such a service.
How can I send you feedback or report a problem?
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 Norway, Switzerland, USA, Canada, Australia and New Zealand.
You will be asked to select your shipping destination during the checkout process.
If you cannot find in our FAQ what you need to know, our Help page may provide the answer.