Refund policy

ALL SALES ARE FINAL:

At The Kigu Stop, all of our items are made to order specifically for our customers as soon as the order is placed. Due to this, we do not accept returns or exchanges.

Order Adjustments (Stock Items):

Customers have until the last week of the month in which they placed their order to request size changes or cancellations for stock items only. Pre-orders are custom-made and do not allow for size changes, as there is no extra stock on hand.

Order Cancellations:

Cancellations will incur a 35% restocking fee to cover transaction and processing costs incurred by The Kigu Stop. We understand that circumstances may change, but as a small business, we are unable to recoup these fees. We appreciate your understanding and support.

Kigu Commissions:

Kigurumi commissions are currently closed due to a high volume of requests, with the current queue being worked on for orders placed in February. Since each kigurumi is handmade and customized, it takes time to carefully craft every design to meet our high standards.

If you wish to change your kigurumi design, please contact us at thekigustop@outlook.com. We appreciate your patience and commitment to the process while we complete your custom order. Every design is unique, and we take great care to ensure it meets your expectations.

Returns:

Due to our made-to-order process, we are unable to accept returns or exchanges. Please double-check the item details and descriptions before purchasing to ensure you’ve selected the correct size, style, and design.

Processing/Shipping Times:

Pre-Order Items:

Pre-order items are custom-made and typically take several months in production before they are ready to ship. Pre-orders differ from stock orders, as they are not ready to ship immediately.

Stock Items:

While we aim to process stock orders as quickly as possible, stock order processing may be delayed due to holidays, weekends, or other unexpected factors. Additionally, The Kigu Stop is a one-person business. All orders are designed, handmade, processed, and shipped by one individual. We kindly ask for your patience, especially during busy periods, such as expos or conventions where we attend to showcase our brand. During these times, processing and shipping times may increase slightly, but rest assured that we are doing everything possible to fulfill your order in a timely manner.

Shipping Estimates:

Shipping times provided are estimates, not guaranteed delivery dates. We have no control over shipping carrier delays. If you need your order by a specific date, please consider selecting the Rush Option.

Occasionally, part of your order may ship earlier if we have additional stock (such as extra pieces or leftover convention stock). However, this does not guarantee that your full order will ship early.

By placing an order, you acknowledge that you have read and agree to all terms and conditions outlined in our shop policies.

Questions/Reply Time:

We strive to respond to all inquiries as promptly as possible. However, as we have a part-time assistant, typical response times are 24-48 hours during business hours (Monday through Friday, 9 AM - 5 PM PST). Please note that we do not respond to emails on weekends.

Be sure to check your spam or junk inbox for replies.

If you are following up on an email that is more than a week old, please submit a new email, as older threads may be closed. For immediate address or size changes, please email us directly at thekigustop@outlook.com.

Late or Missing Refunds (if applicable):

If you haven’t received your refund yet, please take the following steps:

Check your bank account again.

Contact your credit card company, as it may take time before the refund is posted.

Contact your bank, as there is often processing time before a refund is reflected.