RETURN, REFUND & CANCELLATION POLICY

Please review this policy before placing your order. The Kigu Stop offers made-to-order, preorder, ready-to-ship, and select custom items. Policies may vary depending on the type of item purchased.

PREORDER & MADE-TO-ORDER ITEMS

Most clothing sold by The Kigu Stop is made to order through monthly preorder batches.

Orders are collected throughout the calendar month. At the end of the month, that preorder batch closes and production begins the following month.

Production may take up to 6 months after the preorder month closes. The production timeline does not begin on the date you place your order.

Example: If you place an order in August, the August preorder closes at the end of August and the production timeline begins in September.

Different garments may be produced by different production teams. Because of this, items from the same order may be completed and shipped at different times.

Production updates are posted on our Stay in the Know / Pre-Order Production Update page.

Tracking is emailed when your order is ready for final shipment.

CANCELLATIONS

Preorder and made-to-order purchases may be cancelled only during the same calendar month in which the order was placed.

For example, an order placed in August may be cancelled through August 31.

Once the calendar month ends and the preorder batch closes, the order is no longer eligible for standard cancellation or refund due to a change of mind, no longer wanting the item, ordering the incorrect size, or not wanting to wait for production.

This cancellation window exists because materials, manufacturing, and production planning begin once the monthly batch closes.

CANCELLATION OR REFUND EXCEPTIONS

In limited circumstances, The Kigu Stop may choose to review a cancellation or refund request outside of the standard cancellation period.

Submitting a request does not guarantee that it will be approved.

If The Kigu Stop agrees to an exception and approves a cancellation or refund after the standard cancellation period has ended, a 35% restocking fee may be deducted from the approved refund to account for costs already committed to production, materials, processing, and related expenses.

The 35% restocking fee does not create a right to cancel an order or receive a refund. Customers should not assume that an order can be cancelled simply by agreeing to pay the fee.

Any exception is reviewed individually and is not guaranteed.

RETURNS & EXCHANGES

Because preorder and made-to-order garments are produced specifically for each production batch, they are considered final sale once the standard cancellation period has ended.

We do not accept standard returns or exchanges on preorder or made-to-order items due to:

• Change of mind
• Ordering the incorrect size
• No longer wanting the item
• Not wanting to wait for production
• Normal variations in color caused by screens, photography, materials, or dye lots

Please review the product description and product-specific size chart carefully before ordering.

DAMAGED, INCORRECT OR MISSING ITEMS

If your order arrives damaged, incorrect, or incomplete, please use our Contact The Kigu Stop page so our team can review the issue.

Include your order number, a description of the problem, and clear photos of the item and packaging when applicable.

Submitting a claim does not automatically guarantee a refund, replacement, exchange, remake, or store credit. The available resolution will depend on the circumstances of the order and the results of our review.

DELIVERED BUT NOT RECEIVED

If tracking shows your package as delivered but you cannot locate it, please first:

• Check around the delivery location.
• Check with household members or neighbors when appropriate.
• Check your mailroom, front desk, parcel locker, or other secure delivery areas.
• Allow up to one additional delivery day, as some carriers may mark a package delivered shortly before the package is physically delivered.

If the package still cannot be located, submit the issue through our Contact The Kigu Stop page and include your order number and tracking information so we can review the delivery record.

A refund or replacement is not automatically guaranteed.

READY-TO-SHIP ITEMS

Ready-to-ship items are already in stock and do not follow the made-to-order production timeline.

Any eligibility for a return, exchange, or cancellation of a ready-to-ship item is determined by the applicable policy displayed for that product at the time of purchase.

CUSTOM CLOTHING

The Kigu Stop accepts applications for select custom clothing projects.

Custom clothing may include jackets, hoodies, pants, tops, sets, and other garments, including character-inspired concepts.

Custom clothing requests must be submitted through the Custom Clothing Application on The Kigu Stop website.

Submitting an application does not guarantee that a project will be accepted. Pricing, deadlines, rush requests, and production timelines are not guaranteed until specifically reviewed and approved.

CUSTOM KIGURUMI / ONESIE COMMISSIONS

Handmade custom kigurumi and onesie commissions are separate from our custom clothing application process.

Custom kigurumi/onesie requests should be submitted to:

thekigustop@outlook.com

Please provide your character or design request and relevant project details for review.

Commission availability, pricing, rush service, and completion dates must be approved before being considered confirmed.

Custom kigurumi/onesies are handmade by the owner and do not automatically follow the monthly manufactured preorder timeline.

SHIPPING & DELIVERY

Shipping and carrier delivery estimates are estimates and are not guaranteed delivery dates.

SHIPPING ADDRESS CHANGES

If your package has not yet been transferred to the shipping carrier, you may submit an address-change request through our Contact The Kigu Stop page as soon as possible. Address changes are not guaranteed.

If tracking only shows Label Created and the carrier has not received the package, you may still submit a request to The Kigu Stop.

Once tracking shows that the carrier has accepted the package or the package is moving through the carrier's network, The Kigu Stop can no longer change the shipping address because the package is no longer in our possession.

At that point, please contact the shipping carrier listed on your tracking information directly to ask whether a package hold, delivery redirect, address correction, or other delivery option is available.

Carrier delivery changes are not guaranteed and are determined by the shipping carrier.

CARRIER DELAYS

Once a package has been transferred to the shipping carrier, carrier delays may occur outside of The Kigu Stop's control.

International customers are responsible for applicable customs charges, import duties, taxes, or other fees assessed by their country unless otherwise stated.

CUSTOMER SUPPORT

For order problems or situations requiring individual review or action from The Kigu Stop, please use the Contact The Kigu Stop page.

Our website chat is AI-assisted and can answer general questions about products, sizing, preorder timelines, production updates, shipping, and store policies.

Website chat does not provide live human support.

Customer support does not have unpublished exact production completion dates or individual production ETAs.

REFUND PROCESSING

If The Kigu Stop approves a refund, the amount refunded will be based on the circumstances of the approved request and any applicable fees under this policy.

If an exception refund is approved after the standard cancellation period, a 35% restocking fee may apply.

Once a refund has been issued by The Kigu Stop, the time it takes to appear in your account depends on your original payment method, bank, or card provider.

If an issued refund has not appeared after the applicable processing period, please contact your bank or payment provider first. If additional review is needed, use our Contact The Kigu Stop page.

POLICY AGREEMENT

By placing an order with The Kigu Stop, you acknowledge that you have reviewed and agreed to the policies applicable to your purchase, including the made-to-order production timeline and cancellation terms.

One strategic change here matters a lot: I used “may apply” for the 35% fee rather than “all approved refunds are subject to 35%.” That leaves you room to fully refund something when the problem is actually on your side, such as an approved resolution for an incorrect or damaged item. It also prevents the AI from trying to deduct 35% from every refund it discusses.

For the AI Knowledge Base, I would separately teach it: never offer the 35% exception proactively. If a customer is outside the normal cancellation window, the first answer should still be that the order is not eligible under the standard cancellation policy. The exception should only be discussed when appropriate for individual review, not presented as a customer-selectable cancellation option.