Refund policy
Return, exchange, refund, and shipping terms vary by product. Before ordering, review the Returns & Care and Shipping & Delivery sections on the product page for the terms that apply to that item, including eligibility, timing, return costs, and delivery details.
To request a return or report an issue, email kiwikometcustomerservice@gmail.com with your order number and product name before sending anything back. If a product page doesn’t show the information you need, contact us before placing your order.
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2. Non-Returnable & Final Sale Items
Unless they arrive damaged or defective, the following purchases cannot be returned or refunded:
* Personalized, engraved, monogrammed, or custom-made items.
* Clearance items or products explicitly marked "Final Sale."
* Opened personal care, health, or intimate infant accessories.
* Pre-ordered handcrafted furniture once production has closed.
* Digital gift cards.
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3. Return Shipping & Costs
Change of Mind / Standard Returns: The customer is responsible for return shipping costs. Where prepaid shipping labels are provided upon request, the actual carrier cost will be deducted from your final refund.
Specialty Item Restocking Fees: Items returned with damaged or missing original retail boxes, or items requiring special artisan handling (such as rattan exchanges or open-box toy returns), may be subject to a restocking fee of up to 15%–50% to cover re-boxing and inspection.
Original Shipping Charges: Original shipping fees paid at checkout are non-refundable.
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4. Damaged, Defective, or Incorrect Deliveries
Please inspect your packages immediately upon arrival:
For standard toys, textiles, and decor: Contact us at kiwikometcustomerservice@gmail.com within 7 days (or within 5 days for handcrafted rattan).
* **For furniture and playsets with missing hardware:** Contact us within **48 hours**. Please provide your order number, clear photos/videos of the issue and packaging, and the exact part letter/number from the assembly guide.
* For verified defects or shipping damage, replacement parts, complete unit replacements, or full refunds are provided at zero cost to you.
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5. How to Initiate a Return
**Important:** Do not ship packages back to the workshop address printed on your delivery box. Our partner studios cannot process unannounced drop-offs, and unauthorized returns will be rejected.
1. Email **kiwikometcustomerservice@gmail.com** with your **Order Number**, the item you wish to return, and the reason for the return.
2. Our support team will respond within 24–48 hours with the correct return authorization and address details.
3. Repack the item securely in its original shipping cartons and use a trackable carrier service.
4. Once received and inspected by our warehouse, refunds are issued back to your original payment method within **3 to 14 business days**, depending on your banking provider.