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, which is the end of each month.

  - 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.

-Kigu commissions are handmade by the owner and are not produce by a team or somewhere else.  Since they are handmade and custom, they do take some time to be made.  Unless specified, Kigu's can take 3-4 months to make, and they are worked on in the order that they are received.  Please note, that the 3-4 months is an estimate, it is not a guarantee.  Once the order is placed all sales are final and cannot be cancelled.  Additionally, we cannot do returns or exchanges on Kigu's since they are specifically made for you.