Help information, Terms & Conditions

We hope that the following information will be useful for our customers. Answers to frequently asked questions are also given on our FAQ page.

Summary
Payment
Ordering
Delivery
Returns and exchanges
Product Information
Privacy Policy
Cookie Policy
Legal

SUMMARY

PAYMENT

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). International customers can easily convert prices to their own currency by using our currency converter in the left margin of all site pages.

Payment Security

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 and secure 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.

In addition, you 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.

When buying through our site, therefore, you can be sure that you are completely protected.

More information about shopping securely with Sage Pay can be found at www.sagepay.com/shoppers.

Secured by SagePay, Visa, Mastercard, American Express and Paypal

More information about PCI DSS can be found at https://www.lloydstsbcardnetpcidss.com/services/content/faq.

PCI DSS compliant badge             

ORDERING ONLINE

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.

Shipping / postage and packing charge

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.

DELIVERY

We are a UK-based company, but we also ship our products to all EU countries, Norway, Switzerland, Australia, New Zealand, Canada and USA.

During the online ordering process, customers are asked to indicate their country of residence. The correct postage charge is then added automatically to the order total. If your country does not appear on the list presented we are, unfortunately, unable to take your order.

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, 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 shown below.

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:

1 Millar Place Lane
Edinburgh
EH10 5HL
United Kingdom

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 posting the package, obtain a proof of postage certificate from your post office, in case the package fails to reach us.

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, we will of course refund the delivery charges incurred in sending the item to you and your costs in returning it to us.

PRODUCT INFORMATION

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.

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 not an easy-care fabric but a delicate one 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.

PRIVACY POLICY

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 without your consent. We will only use your information lawfully and in accordance with the Data Protection Act 1998.

The type of information we collect about you includes:

Name
Address
Phone number(s)
Email address

Please note that full credit/debit card information passing through our online ordering system is never seen by us (the Payment section above explains this in more detail).

We will only use your personal details to process your order and, unless you tell us otherwise, to keep you informed very occasionally of new products, special offers or changes to the website.

We will give you the chance to be removed from our e-mail list in the future. Alternatively, contact us at any time to ask to be removed from our lists. You can also check the information that we hold about you, and if you find any inaccuracy we will correct it promptly.

If you have any questions or complaints regarding our Privacy Policy please let us know.

COOKIE POLICY

Our website uses cookies so that you can place orders and we can provide a better service. Continue to use the site as normal if you are happy with this, or find out more below.

Cookies are small text files which a website may put on your computer or device when you visit certain web pages. Our site uses cookies to keep track of what you have in your shopping basket and to obtain aggregated statistical information about website usage. Cookies do not contain any information that personally identifies you. Our website cannot gain access to information you haven't provided to us, and we cannot access other files on your computer.

To order products from us, you need to have cookies enabled. If you do not wish to enable cookies, you will still be able to browse the site and use it for research purposes.

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.

Cookies are also used in conjunction with the 'AddThis' button (below our main menu on the left of each page) to enable you to share our content through email, social networking sites, blogs and more. For more information, see the AddThis privacy policy (opens in a new window).

We do not use behaviourally targeted advertising cookies, and no third-party marketing appears on our site.

Managing cookies

If you prefer to restrict, block or delete cookies from any website, you can use your browser to do so. Each browser is different, and usually offers various levels of cookie enablement and disablement. We recommend this brief guide from the Financial Times website: How to enable and disable cookies using your browser (opens in a new window), or you can use the ‘Help’ menu of your particular browser (or mobile phone’s handset manual) to learn how to change your cookie preferences.

LEGAL

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.

The information and conditions shown above do not affect your statutory rights.

You may cancel your order (contract) within 7 days in accordance with your rights under the Consumer Protection (Distance Selling) Regulations.

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.

COPYRIGHT: 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 copyright to The Kimono Company or their content and technology providers. Copyright © 2003-2017 The Kimono Company

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