Help Center

-We do NOT provide refunds when the item purchased is from a pre-order.

- Additionally, NO CANCELLATIONS OR REFUNDS AFTER THE CUT OFF TIME FOR THE PRE-ORDER

  - By purchasing a pre-order you are agreeing to wait the time period we need to produce a large quantity amount of orders. As well as quality checks that are needed. As well as materials that need to be shipped to our team in great condition. We promise nothing but the best!

-Should your order not be from a pre-order a refund can be granted within 30 days of your original purchase date. 

- We will grant refunds, should an exchange not be possible between the shop and the customer for in stock items only, not pre-order items.

- Threats are HEAVILY DISCOURAGED, an agreement can be met without rudeness or threats towards the shop owner. 

- Refunds will not be granted until the item is returned back to us. 

- We require tracking numbers to be provided when returning the unwanted item. 

- 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 when you email us. 

-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. ***

*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. 

**You have the option to reject the package if you do not want to pay the fee, you will have to notify me in order to receive a refund once verified tracking is given.


**International- please allow 10- 20 business days

** Domestic - will take 3 - 5 business days once WE have confirmed your order has been sent out.**

You will be sent the tracking information for your order, via email, 24 hours after the order has departed from our warehouse. 

-The email will include the tracking number and the mail courier information.

- Pre-order shipments can take up to 1 - 3 months or 6 - 12 months for bigger pre-order runs

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 not approved, then there is no order for us to fulfill. 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 2-3 months APPROX. or 6-12 months after the Cut off time of the Pre-order date. 

- I am a one man team and work a full time job as well as do this business on the side. There are times when I am unable to answer questions on where orders are. 

- I try to get to emails when I am able to, but most likely I am stuck doing shipments rather than customer support emails.

- I am a one man team and do not provide personal updates on orders. 

- 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. 

- 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. 

- I am a small home business, I work out of my home aka a master bedroom at the moment. 

- I have limited space and cannot use the whole house (as it is not mine) to have a big enough space to have stock items

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

- Once items arrive I have to do inventory checks to ensure that nothing is missing

- Once inventory is done, I move the items up to the office to be packaged up

  - As mentioned, I work a full time job and this can take some time for me to get everything packaged up

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

- Whatever is received is what is being sent out-

- 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. 

--- If a email notification/notifitcation is not sent to you, your item has not arrived to be shipped-----

- If you are moving before your items arrive, you will need to send an email with your full shipping address with your order number

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 

- 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. 

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

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

- 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.