Help Center

-Refunds are not available for pre-orders.

- Additionally, Please note, we are not able to cancel any pre-order after the cut off time for the pre-order.

  - Please understand, by placing an order for a pre-order, you agree to wait the time it takes for our team to produce your order.  Depending on the item you're ordering, pre-orders can take about 3-4 months for our team to create your custom order once it goes into production.

-Pre-orders do not qualify to be returned since they are made to order.

- Refunds are available for stock orders that have not been worn and removed from original packaging.  Stock orders can be returned within 2 weeks of when the item is received.  Please contact our support team as soon as possible.

- Threats are not welcomed in our shop.  If you have a complaint, reach out to us and we will do our best to resolve the issue.

- Refunds will not be granted until the item is returned, tracking is provided, and item is received.

- The buyer is also responsible for returned shipping, should they want a refund of their order. 

- Refunds will not be granted for shipping costs, as we have supplied the service and will not refund shipping costs, nor reimburse return shipments. 

- Refunds are not granted if the item is modified, stained and used. 

Approved Exchanges are only allowed, when The Kigu Stop and Customer have reached an agreement. 

Otherwise, we do not provide returns/exchanges on pre-order items. 

- We will provide you the address to return the item after you have contacted our Support Team and have approved your exchange/return.

-For tracking purposes, please write in large letters what we are exchanging the item for (include size and color).

When dropping the package at the post office, remember to ask for a tracking number. Note, we will not be able to process this exchange without a tracking number.

*** Once the order has been shipped back, please reply to us with the tracking number. ***

The tracking number is required in order to proceed with your request.

*Please Note for International Orders: We are NOT responsible for any custom fee's charged by your Country. Please be advised this is your responsibility and will not be reimbursed from our shop for the expense.*

*If the custom fees are to high and do not wish to pay the fee, you do have the option to reject the package.  Once the package has been rejected it will be returned to sender.  You will need to contact our support, notify them of the situation.  Our team will need to verify that the order has been returned via the tracking information.  Once tracking is verified, we can issue you a full refund minus the costs of shipping since this is a service that cannot be refunded.

**International- please allow 10- 20 business days. Please note that there can be a delay due to handling time from customs which we are not responsible for.

Domestic orders can take about 5-10 business days once we have notified you that your order has shipped.  In most cases, your order will arrive much sooner.  However, do expect delays if there are any type of weather conditions in your area that can delay the courier.

-Once your order has been processed and shipped, we will send out an email notification with the tracking information. 

-Stock orders, these type of orders can take 3-4 weeks to process and ship out from HQ.  While most orders might ship out sooner, please allow time for processing.

Pre-orders, all orders are collected at the end of the pre-order season and sent to our team to start the production process.  Pre-orders usually go into production at the end of the month.  Once in production, it can take 3-4 months to custom make and ship to your doorstep.  Please be patient with pre-orders, these orders do not ship immediately and cannot be rushed.

While we make every effort to ship your order as quickly as possible, there are instances in which an order must be delayed while we resolve a pending issue. Below are some of the more frequent issues:

The order was placed during a major holiday.
Our offices will be closed during most major holidays. Any orders placed during this time will be fulfilled on processed and shipped on the following business day.

The order was placed using Non-English letters.
Our payment system does not accept Non-English letters. Any orders placed using Non-English letters are automatically cancelled by the system and a new order will need to be submitted.
Example: Здравствуйте

The order was placed with an invalid or incomplete shipping address.
Orders that are received with an invalid or incomplete shipping address must be manually validated with the mail courier. Validation normally takes between 24-48 hours.

The purchased product is out of stock.
If a product is out of stock, it will be labeled as "Sold Out" on our website and the order will not be fulfilled until a new shipment is received.

The purchased product is on pre-order and has not officially launched.
Our pre-orders for upcoming products. Pre-orders allows you to reserve a product before the actual shipment date. 

The order transaction was declined.
-If your transaction was declined by our payment system, please note that no order was actually received.  There may be a pending charge but the funds will automatically be returned if the transaction is declined.

-Once an order is placed, a confirmation email is sent to the registered email address. If you do not receive an order confirmation email, then please contact our Customer Support team.

-Pre-order items are items we do not have in stock and have to get them made by our teams

- Pre-order items have a cut off date - which can be found in the listing of that item 

- Pre-Order's ARE NOT REFUNDABLE once we have placed our order with our team.

   - See Returns/Exchanges policy for more info

- We are a single person team handling Customer Service and Shipping. Please be patient with our teams

- Pre-Orders take 3-4 months APPROX. or 6-12 months after the Cut off time of the Pre-order date. 

-TKS is a small business and is owned and managed by an individual.  As much as I would like to respond to everyone instantly, I can't.  Please send me an email through our support form and I will do everything I can to assist you as soon as possible.

- I address all Shipping address changes as this takes priority. 

- If you don't receive a response within 1-3 days after submitting a support email, please submit another one.  It's possible that your email was not received or was blocked by our spam filter.  We try to get to everyone within 3 business days.

- You will need to read the listing time frame of your purchase, if you are unable to wait do not purchase a pre-order item. 

- I will not provide personal updates, I do not have exact ETA's on when production will conclude as we offer more than one single product at a time.

-If you contact us through our support page for an ETA, we can provide an estimate but we cannot provide an exact ETA.  We cannot provide constant updates but we can assure you that your order is being worked on.

- All items are designed in California, unless an artist I have hired has designed the item.

- All production teams are outsourced across the sea to offer lower prices, which in turn creates a bit of a wait time for items to arrive as they have to be processed through customs and be shipped to our home office. 

-We have limited stock on our website but are always working on new designs.

-Most of our designs are meant to be pre-orders.  This means that we work on a design and have it on sale before it is produced or take orders ahead of time.  At the end of the month all pre-orders are collected and sent to our team for production.

- Items that are received from our production teams have to go through a process before getting shipped out.  (pre-orders)

-Once items arrive to HQ we process the orders.  this means we go through inventory, QA check, and package them for shipping.

- All orders are labeled on their bags for me to package up and coordinate what product goes in what

- As we receive inventory, we process and ship.  Not all inventory arrives at the same time.  Sometimes we receive partial shipment and any orders remaining will get fulfilled on the next round.

- We do not prioritize designs by popularity, we ship out items that have arrived for us to ship out. 

- If a style or design or size is not available for us to ship, you will not be notified of your item shipping despite others being shipped out of the same style. 

- Some sizes are missed from the production teams due to the amount of styles that they produce for us and you. 

- Once all orders have been shipped of that style, I count up all the missing items and ensure the team produces them in their next shipment to me so I can ship out the order. 

- Not everything goes according to plan and I do my best to adjust from situation to situation. Any rudeness or hate while I await items to be delivered is unacceptable. 

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Please note, if you have not received an email notification with the tracking information.. this means that your order is still being worked on by our team.  Please do not panic!  Your order has not been forgotten and our team is on it!  Once your order is ready, we will send out an email with the tracking information.  Please allow 1-3 business days for the tracking information to update.

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- If you are moving before your items arrive, you will need to send an email with your full shipping address with your order number.  Please contact our support team and confirm the original address, and provide the new shipping information. 

- We will not be responsible for shipping out an item and not being delivered if you have not addressed for us to update your shipping information 

The Kigu Stop does not offer warranty's on any clothing as the clothing is pre-ordered and stock is not provided to replace. 

*Item Damaged 

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- If the item is damaged when received, you have 7 days to contact the support email (thekigusquad@gmail.com) in regards to the damage and will be asked for proof of damage.

- Check your SPAM box as all responses tend to be placed there for any response. 

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-It is to TKS discretion in which matters are handled and will refuse service should any rude/uncompromising emails be presented. 

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- If the item is damaged from wash, this is not TKS responsibility to fix the issue as the item is now in your care. 

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- No warranty/refund is provided to garments that are damaged within your care as they are made to order and we do not keep excess stock. Depending on the situation, a solution can be made, however, this is again at the discretion of the shop and is not guaranteed.