Frequently Asked Questions
kay me is here to help: feel free to ask any us questions, any time.
Ginza Chuo Building, 8F
How do I place an order?
To place an order through kayme.com, simply click on any item, choose your size and the quantity you wish to purchase, click “add to bag” and follow the checkout procedure.
How secure is kay me?
We use the latest in web security and encryption (AES-256) to ensure that your information remains safe and secure. Personal data is never sold or shared with third parties.
How do I know which size to order?
For individual sizing, please refer to the size tab on each product page.
What if my size is out of stock?
Should you fall in love with an item that is not available in your size, please get in touch with our customer care team Web Inquiry
How do I return items?
Please see our returns page for detailed information.
How do I exchange items?
Unfortunately we are unable to exchange products at the moment.
How long will it take before I receive a refund?
We shall transfer the money paid for the returned product within 30 days of receipt of the returned item. The returned products must be in their original condition, have not been damaged, washed, altered or worn and include the original packaging and any related accessories or instruction books.*
*If a returned product does not meet the above mentioned standards, the kay me webshop may refuse the returned product.
How do I cancel my order?
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible on Web Inquiry. If your order has already been dispatched then it is unfortunately not possible to cancel. Please follow the instructions for returns and you will be able to receive a refund.
How can I pay for my order?
Payment for orders through kayme.com can be made via major credit cards, including Visa, Mastercard and American Express.
Where do you deliver?
Please see our deliveries page for detailed information.
Can you deliver to an address other than my billing address?
Yes, it is possible to deliver to another address, such as a work address. When placing your order, please select an alternative delivery address from your customer account address book.
How much does delivery cost?
Delivery to our named list of countries is free, with customs charges included. The price you see on kayme.com is the price you pay. (In rare circumstances, please be aware that other charges may be applied that kay me has no control over.)
If your country is not listed, please contact our customer care team (Web Inquiry) for a shipping quote.
How long will my delivery take to arrive?
kay me uses DHL global shipping, typically arriving in 3 to 5 days. You can track your order through DHL’s website.
How do I change my personal details?
Simply log in to your customer page, and make any changes you wish.
How do I subscribe to the kay me newsletter?
To join the kay me newsletter and receive news and information and the latest inspiration from kay me HQ in Tokyo, please sign up through the link at the bottom of our homepage.
Should you no longer wish to receive our emails, simply click the “unsubscribe” link at the bottom of any kay me newsletter email.
How do I contact kay me?
For questions about orders and service and wholesale and press and promotional matters, please contact our customer care team via Web Inquiry or Facebook Messenger.
You can also keep in touch with kay me on Facebook, Instagram and Twitter.
Where can I find kay me stores?
For addresses, please see our store information page.
Where is kay me made?
kay me is 100% made in Japan. We value the relationships we’ve built with a carefully selected few artisan workshops here in Japan, and often visit to ensure our rigorous quality standards remain consistent. kay me is proud to support the domestic Japanese sewing industry.
kay me Select items are produced both in and outside of Japan, and follow the kay me ethos of quality, functionality and beauty.
Learn more on our Brand page.
Why is there no kay me sale?
kay me has decided not to offer discounts on our items, as we believe that the small production runs of our items made with attention to detail, quality materials, unique design and production within Japan are reflected in our pricing.
See our No Sale page to learn more.
How do I look after my kay me items?
kay me items are recommended to be machine washed at low temperatures and on a delicate setting, preferably within a garment bag.
Full washing and care instructions:
- Machine washable at low temperatures on delicate/hand washing cycle
- Wash in a protective laundry bag
- Wash other items separately
- If hand washing, do not rub
- Do not tumble dry
- Allow to hang when wet and dry naturally
- Do not allow to remain wet for long periods
- Colours may be lost if rubbed when wet
- Do not store in strong direct sunlight or fluorescent light
There is a possibility of bobbling if rubbed for long periods
If you have other further questions or comments, please contact Web Inquiry.