Can I return a product?
After you received the order, we kindly ask you to check whether the content of the package matches your order. If this is not the case, please contact: Web Inquiry
If a product doesn’t meet your expectations, you may return it at your own expense within 14 days. Undergarments must for hygienic reasons be returned unworn and in their unopened, original packing with the label and price tag attached. If not, they cannot be returned. Gift wrapping and laundry bags can also not be returned.
Can I exchange a product?
Unfortunately we are unable to exchange products at the moment.
How do I return a product to the returns department?
For registered customers, you can start the process in your account page under ‘Product Returns’ in the sidebar menu. If you would like to return items purchased as a guest, please contact us at Web Inquiry to initiate the return. Once initiated, please ship the items and your invoice to the designated address.
For purchases made within Japan, a return form is sent with the package. Please fill in the return form and add it to the package together with the copy of the invoice. The return number is mentioned on the package.
We would like to emphasize that it is your own responsibility to send the package to the address mentioned. We advise you to retain a proof of postage until your refund has been processed.
Can I also return my order in a kay me store directly?
Yes, if (one of) the item(s) do(es) not fit properly, you can also return the order at one of the kay me stores*.
*Orders can be returned in the following stores: Odakyu Shinjuku, Tokyo Ginza
How long will it take before I receive my money back?
We shall transfer the money paid for the returned product within 30 days. 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 doesn’t meet the above mentioned standards, the kay me webshop may refuse the returned product.
Do I have to pay for customs/import duties?
Simply put - no. kay me customers are often busy people, and we know that well. We want to simplify your life as much as we can. All import fees and customs duties will be paid for by kay me - they're included in the price. Simple! .
Which courier do you use for your deliveries?
We use DHL as our dedicated shipping partners for all our deliveries - one of the most trusted international delivery providers available and providing fast customs clearance straight to your door.
What are the shipping costs?
Shipping costs to all countries we deliver to are free - simple!
How long will it take before I receive my order?
If you order before noon Japan time on a workday, your order will be processed on the same day. The shipping-time within Europe is 4-5 days. For USA, China and Singapore, shipping times will be 3-4 days. For all other countries, the average shipping-time is 5-6 workdays. In exceptional cases, the shipping-time may vary.
Do you deliver to PO box addresses?
Unfortunately we do not deliver to PO Box addresses at this time.