Help information, Terms & Conditions
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- We ask for payment in full before your order can be fulfilled (we accept most major credit or debit cards, and Paypal)
- Our online ordering system uses secure third-party payment gateways
- Despatch of items in stock will normally be within 24 hours of accepting your order, by Royal Mail first class post or equivalent courier service (UK) or Royal Mail International service
- Delivery in the UK is free, regardless of order value
- We guarantee a full refund or exchange if you are not completely satisfied with your purchase. Items must be returned to us in original condition within 28 days of receipt. However, Christmas gifts bought during November and December can be returned as late as 15th January.
- Any use of materials on this website other than for the purchase of goods, and without the prior written permission of The Kimono Company, is prohibited
- For more help information, please refer to our FAQ (Frequently Asked Questions) page
We must receive payment in full for the goods and delivery charges before your order can be accepted.
We accept most major credit and debit cards (Mastercard, Visa, Maestro, American Express), and PayPal.
All credit/debit card purchases are subject to the normal validation checks and authorisation procedures adopted by the card issuer. Any refusal by the card issuer to authorise the payment to us, for any reason, will not render us liable for any delay or non-delivery.
All prices shown on our site are in British Pounds (GBP). The Kimono Company is not registered for VAT, and cannot issue VAT receipts or quote prices net of VAT.
Our Payment Service Providers are Sage Pay (formerly Protx) and Paypal – two of the largest independent payment service providers in the UK and Ireland. Both companies provide a secure payment gateway, processing payments for thousands of online businesses. Their top priority is to ensure that sensitive transaction data is handled in a safe way, using internationally recognised encryption standards and a range of fraud detection methods.
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.
You will know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol next to the url. Please note that you enter a secure environment as soon as you are passed to the relevant payment gateway. We do not see or store any card data when a customer orders through our website.
When buying through our site, therefore, you can be sure that you are protected to the highest industry standards.
More information about shopping securely with Sage Pay can be found at https://www.sagepay.co.uk/support/online-shoppers/about-sage-pay.
Orders and cancellations
You can change the contents of your shopping basket as many times as you like until you are ready to start the payment process (checkout). On the basket page, simply amend the quantity and click Update, or click on the red cross to remove an item.
Once you have placed your order online, you will receive an automated confirmation email with order number (please ensure that your email address is entered correctly). The automatic email confirmation is not a guarantee that goods are available. We will notify you separately, by email or a phone call, if ordered goods are not available or are subject to delay. If for any reason we are unable to supply the goods ordered and you do not want an alternative, we will cancel the order.
You may cancel your order within 14 days in accordance with your rights under The Consumer Contracts Regulations 2013. You should then return items in their original condition within 14 days from the date of cancellation.
We reserve the right to refuse to supply any individual or company. All goods offered on our website are subject to availability. We may cancel an order at any time before delivery.
Any contract entered into through the purchase of items from this website shall be deemed to be made in the United Kingdom and shall be governed and construed in accordance with the laws of England. Any disputes arising will be heard in the courts of England and Wales.
Ordering by phone
If you prefer to order by phone, you are welcome to call us on freephone number 0800 083 9278 (UK only). We can also help you with any questions you may have.
Postage and delivery
We are a UK-based company, but we also ship our products to all EU countries, Norway, Switzerland, Australia, New Zealand, Canada and the USA.
During the online ordering process, customers are asked to indicate the country to which the goods are to be shipped. The appropriate postage charge is then added automatically to the order total. If the country selected does not match the shipping destination and an incorrect postage rate is assigned as a result, we will contact the customer to correct the anomaly.
Despatch of your order 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. We advise our customers to allow a little extra time for delivery during the busy Christmas period.
Within the UK, you also have the option of ‘Express Delivery’, for which we charge £7.50; for this service, we ship the same or next day, and the item is guaranteed to arrive by 1pm on the next working day after despatch. If you absolutely need delivery the day after ordering, you must contact us first to check whether we can ship the same day. The Express Delivery option requires a signature from the recipient.
Each country has different regulations concerning importation of goods, and we cannot advise customers what tax, if any, may be levied. Any duties payable are solely the responsibility of the customer.
Returns and exchanges
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. Christmas gift returns: any gift bought during November or December can be returned as late as 15th January (in its original condition).
If items are not returned in their original condition, beyond the handling necessary for you to see whether the goods are as expected, we reserve the right to reduce the amount of money refunded to cover the cost of, for example, dry cleaning or pressing (exact cost to us plus a £10 administration fee).
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.
You will have to pay postage to return goods, unless the item is defective or has been sent to you in error (see below). When you post the package, we strongly recommend that you obtain a proof of postage certificate from your post office or courier, in case the package fails to reach us. If we do not receive the returned items we cannot issue a refund or exchange. We reserve the right to refuse returned items if they do not comply with our returns policy.
Any replacement item you request will be sent to you free of postage and packing charges.
If you are returning an item because of an error on our part or because it is defective, and if we admit error or acknowledge the defect, we will of course refund the delivery charges incurred in sending the item to you and your costs in returning it to us.
We will issue refunds as soon as possible, and no later than 14 days after receipt of returned items.
Please do not hesitate to contact us for help with the returns process.
We make every effort to match colours shown on the website as closely as possible to the actual garment. However, due to variations in colour reproduction or in individuals’ screen settings you may find that some colours vary.
If you find an error or omission on our site, please help us and future customers by emailing firstname.lastname@example.org or by filling out the form on our Contact Us page, and we will correct it as soon as possible.
Please take care to wash your garment according to the instructions on the label. Embroidered kimonos should be hand washed, while silk kimonos require dry cleaning. If a fine natural fabric such as silk is worn after a bath, the heat and weight from the body will inevitably crease the fabric when sitting for long periods. Silk is a delicate fabric that should be ironed on the appropriate setting.
We cannot be held responsible for inappropriate use of a garment or damage caused by machine washing.
Labelling of all our garments conforms to UK labelling standards. Keep all garments away from fire. Kimonos are not suitable as nightwear for children.
The Kimono Company fully respects the privacy of its customers. All information you give us is stored securely, is not accessible to others and will not be passed to third parties, except with the sole purpose of completing a purchase on our website. Please note that full credit/debit card information passing through the online ordering system is handled by an independent secure payment gateway and is never seen by us (the Payment section above explains this in more detail). We do not give or sell your information to marketing companies. We will only use your information lawfully and in accordance with the UK’s Data Protection Act 1998 and European General Data Protection Regulation (GDPR) of 2018.
The type of information we collect about you includes:
Before ordering, you are required to tick a box acknowledging that you have read and you accept our terms and conditions, as set out on this Help page. By ticking the box, you positively give consent for us to contact you about your order. Contact includes an order confirmation email, a ‘completed order’ (item shipped) email and any other emails relating to that order. We will also send you very occasional emails, typically once or twice in the period before Christmas, to invite you to revisit our store as an existing customer. You can of course request to be removed from our email list at any time, using any of these methods: emailing us directly at email@example.com, or submitting the form on our Contact Us page, or clicking on an ‘unsubscribe’ link within an email you have received.
You can also check the information that we hold about you, and if you find any inaccuracy we will correct it promptly.
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For our statistics, Google Analytics cookies monitor, for example, how visitors move around our website, allowing us to see total figures on our web pages’ popularity and performance, while Google Adwords cookies tell us how many sales result from ads we display elsewhere on the internet. Data collected in these ways is anonymous.
We do not use behaviourally targeted advertising cookies, and no third-party marketing appears on our site.
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Permission is granted to copy electronically and print portions of this website for the sole purpose of placing orders with The Kimono Company. Any other use of the materials on this website without the prior written permission of The Kimono Company is strictly prohibited. All website design, graphics, images and text, and all software, as a compilation, are owned by or licensed to The Kimono Company or their content and technology providers.
Copyright © 2003-2018 The Kimono Company
Our FAQ (Frequently Asked Questions) page can help you with any other queries you may have.