Refund policy
We have a return policy applicable for orders made directly from our webstore.
Q: By when and how do I submit my return request?
Should you require a return, you must submit your request to us via bestie@kiyodots.com within 16 days from the time the parcel has been dispatched (Singapore orders) or within 20 days from the time the parcel has been dispatched (international orders).
Please provide your order number and state the reason for the return request. We will review it and respond with the return instructions accordingly.
Q: How do I ensure that the item is eligible for a return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. We will also need the proof of purchase.
We strongly urge customers to fulfil the returns request within the stipulated time frame to ensure validity. No extensions will be allowed due to system limitations.
Returns are only accepted after we have approved the request. Please note that customers will bear the cost of the return and a valid tracking number must be provided.
We reserve the rights to reject any returns should the above conditions not be fulfilled. You will be responsible to arrange for your own delivery service to retrieve the items back.
Q: What if it's because I received a defective / damaged / incorrect item?
Once you receive your order, please check it for defects. If you receive a defective / damaged / incorrect item, we sincerely apologise for the error.
If there are any issues (such as you receiving a damaged, defective or wrong item), please contact us immediately at bestie@kiyodots.com and include your order number and photographs of the relevant item(s) so that we can evaluate the issue and make it right for you.
Q: Are there any exceptions or non-returnable items?
Unfortunately, we cannot accept returns on sale items or gift cards.
Q: Does the European Union 14 day cooling off period apply?
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We will also need the proof of purchase.
Please note that customers will bear the cost of the return and a valid tracking number must be provided.
Q: When will I receive my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
We reserve the rights to reject any returns should the above conditions not be fulfilled. You will be responsible to arrange for your own delivery service to retrieve the items back.