RETURN, EXCHANGE, CANCELLATION & REFUND POLICY

We want you to feel confident shopping with Kioko Clothing Company. If you are not 100% satisfied, return eligible items within 14 days of confirmed delivery for a refund or exchange. Items must be in new, unworn, unwashed condition with tags attached.

RETURNS ACCEPTED WITHIN 14 DAYS

• Returns must be requested within 14 days of postal confirmed delivery. Due to the nature of the items, Custom Products and/or Cut-and-Sew are ineligible for returns regardless of what payment option is used.

• Flat-rate return shipping of $5.75 will be deducted from the refund.

• No restocking fee will be applied.

• Refunds are issued in the form of instant e-gift-card.

• Items must be returned in unused, unworn, and unwashed condition, with all original packaging and tags and shipped within 7 days from the time the return label is created. Failure to ship items back within 7 days from approved request will forfeit the return request, no exceptions.

• Washed, worn, damaged, or otherwise unsellable items will be refused and returned to sender or at the customer's expense.

EXCHANGES (IF APPLICABLE)

• We offer size exchanges for shop-designed apparel within 14 days of confirmed delivery. Custom products or Cut-and-Sew are ineligible to be exchanged, no exceptions. 

• Exchange items must be unused, unworn, and in their original condition.

• Customer is responsible for return and replacement shipping fees unless the issue resulted from a fulfillment error, which then is covered by Kioko. 

• No exchanges will be processed until the returned item is received, quality checked and approved. From there normal processing timeframes do apply for all reshipments & exchanges.
  

FINAL SALE & NON-RETURNABLE ITEMS

The following collections are final sale and may not be returned, refunded, or exchanged:

1. Custom Products / Cut-and-Sew Products

2. Drinkware

3. T-Shirt Transfers, Heat Transfers, Screen Print Transfers

4. Final Sale or Clearance Items (including those discounted 50% or more)

Also non-returnable:

• Socks, bras, underwear, lip balm, face coverings, soap, hand sanitizer, hemmed or altered items

• Gift cards, rewards certificates, and promotional giveaways

• Items marked FINAL SALE at checkout are not eligible under any circumstance.

HOW TO REQUEST A RETURN OR EXCHANGE

1. Contact us at orders@kiokoclothingco.com within 14 days of confirmed delivery. Please include your order number and reason for return.

2. If approved, we’ll issue an RMA number and return shipping label (if applicable). If the customer does not qualify for a return shipping label they will be responsible for the return shipping fee which we will collect via invoice at the time the return or exchange is processed.

3. Return your item(s) to:

Kioko Clothing Company
1490-5A Quarterpath Rd, PMB 356
Williamsburg, VA 23185

4. We recommend using a trackable carrier (UPS or USPS preferred).

5. Once received, please allow up to 5 business days for inspection and processing.

6. Refunds and exchanges will be processed after all items are received in acceptable condition. You will receive confirmation via email.

Free return labels are only available if you chose additional insurance options at checkout.

REFUNDS

• Refunds will be issued in the form of e-gift-card after inspection and approval only.

• $5.75 return shipping will be deducted from your refund amount.

• Original shipping costs are non-refundable.

• If your item does not meet eligibility criteria, it will be returned to you at your expense.

• No refunds will be processed for washed, worn, altered, or final sale items.
  

DIGITAL & CUSTOM ITEMS POLICY

All sales are FINAL for:

• Custom printed apparel

• Digital or screen print transfers

• Custom drinkware

• Personalized products

• Wholesale orders

No refunds or exchanges will be issued for these items unless damaged or defective upon arrival.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective:

• Contact Customer Care via email at orders@kiokoclothingco.com. within 72 hours of delivery. We will verify the issue, send a complimentary label if needed.

• Include your order number, clear photos of the damaged item, and original packaging.

• If the item is still in stock and the damage is confirmed, we will send a replacement at no cost to you, including shipping.

• If the item is no longer available, you may be offered a store e-gift-card or refund to your original payment method.

• Every return is inspected. Missing, ineligible, or worn items can reduce or cancel credit. Credit adjustments for unselected or questionable items are issued only after the warehouse review.

We are committed to making it right—quickly, fairly, and without added cost to you.

RESERVED RIGHTS & LEGAL NOTICE

We reserve the right to define, limit, refuse, and reject returns that show excessive wear, alteration, potential fraud, or other irregular activity. We may refuse service in store or online for similar reasons. Non‑Fashion Kioko items sent to our distribution center will be discarded upon receipt.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of "wardrobing;"
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
• Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.

SHIPPING CLAIMS

• Claims must be submitted within 72 hours of confirmed postal delivery.

• Claims submitted after this window may not be honored.

CANCELLATIONS

Customers may cancel their own orders hassle-free through their online account within 30 mins of purchase. Cancellations requested after 30 mins but within 24 hours will be subject to a 20% cancellation/restocking fee, deducted from the credited amount. If production has already started, the order cannot be canceled after the 1-hour window—even if still within the 24-hour period. No cancellations will be accepted after 24 hours. All orders will be processed as scheduled.

Because we are a create-on-demand company, items are not pre-decorated—they are made to order using stocked blanks. This means production begins shortly after an order is placed.

KLARNA & SEZZLE PURCHASES

We accept Klarna and Sezzle for eligible product purchases. If you request a return:

• Refunds will be processed once returned items are approved.

• Klarna or Sezzle will adjust your installment plan accordingly.

• You cannot use Klarna or Sezzle for services, digital products, or custom orders.

Klarna/Sezzle purchases are subject to their own terms & conditions regarding refunds and installment cancellations.

WASHED OR USED ITEMS ARE NON-RETURNABLE

To be eligible for any return or exchange:

• Items must be clean, unwashed, unworn

• All tags must be attached

• Original packaging (if applicable) must be included

Returns received in unacceptable condition will be refused and returned to the customer at their expense.

📨 STILL NEED HELP?

Check your email (including spam folders) for your RMA number and return label. Please allow 24–48 hours after your request.

Contact us anytime:
📧 orders@kiokoclothingco.com
📲 WhatsApp: 804-223-2384
💬 Live Chat During Business Hours: Available on our website at www.kiokoclothingco.com (bottom right corner)