Kotomi accepts returns/exchange for all items including sale, (with the exception of lingerie bottoms) within 30 days of your date of delivery for a store credit.
SUBMIT YOUR RETURN/EXCHANGE REQUEST HERE.
Items must satisfy the following requirements:
- Items must be original condition: unworn, unwashed, no marks, no pet fur, no stains and with all tags attached and the hygiene liner in place. All bottoms must be tried on with underwear for hygiene reasons. Items that are returned soiled will not be accepted.
- The sale of lingerie bottoms, custom orders and gift cards are final. Strictly no returns will be accepted for these items.
- Free gifts must be returned if part or all of the order is being returned. If an order is returned without the free gifts, part or all of the RRP value of the item will be deducted from the return value. Free gifts are non-exchangeable.
Items that are returned in a condition that does not meet our policy above, may be subject to rejection.
How to make a return:
1. Ensure your item satisfies our returns criteria
2. SUBMIT YOUR RETURN REQUEST HERE.
3. Include a note with your name & order number in your return and ship it back to us within 30 days of your date of delivery.
Once your return is received, a store credit will be issued to you which will be valid for 3 years.
Please note:
• Shipping costs are the responsibility of the customer.
• Shipping and insurance fees are non-refundable.
• USA returns: prepaid return labels are available for $20USD
Do you accept exchanges?
We accept size exchanges for the same item in a different size. Please note that sizes are not reserved until your return is received. Exchanges are shipped out with standard shipping.
Can't decide between two sizes?
You are welcome to order two sizes of an identical item (same style & colour) and return the less suitable size for a refund. If both sizes are returned, a store credit will be issued for one and a refund will be issued for the other. Please note that the customer is responsible for the return shipping fees.
Help! I need my new size/item urgently:
If a new order is needed urgently, you may place a new order for the correct sizes/styles before receiving your store credit for your return. Please write down your new order number and request for a refund in the notes section of the returns form.
Once we receive your return, a refund will be processed instead of a store credit once we match up your new order to your return.
If your new order value is less than your original order, a store credit will be issued for the difference. Please email us at [email protected] if you need any assistance.
I accidentally ordered duplicate items:
If you have accidentally ordered the same item more than once, please email us at [email protected] to request a return+refund. Please note that all refunds will incur a 8% payment processor fee.
FAILED DELIVERIES & INCORRECT DETAILS:
Failed delivery due to incorrect, absent or misspelt postal addresses are at the fault of the customer and therefore not covered by shipping insurance.
A replacement or refund cannot be sent in these instances. If the package is delivered to an incorrect address, the customer will need to contact the courier to attempt to retrieve the package. If the package is returned to our warehouse, a store credit will be issued minus a $15AUD handling fee + return shipping costs once the package is returned.
| Country | Return shipping cost |
| Australia + New Zealand | $8AUD |
| International | $15AUD |