Frequently Asked Questions
Scroll through some popular questions to find what you need or you can always contact us.
Ordering
My order still says 'pending'. Is there an issue with my order?
If you haven't received a phone call or email from customer service regarding your order, not to worry, the system is slightly delayed and will be updated soon!
How can I check the status of my order if I don't have an account?
You can look up your order by calling us at 888-549-6662.
Do you accept Nordstrom, Macys, Lane Bryant, or Full Beauty credit cards?
We do not accept Nordstrom, Macys, Lane Bryant, or Full Beauty credit cards as payment. We do, however, accept all major credit cards; as well as Apple Pay, Google Pay, PayPal, and Amazon Pay.
Do you have a Kiyonna credit card?
At this time, we do not offer a Kiyonna credit card.
I've never ordered with Kiyonna before, how do I know what size I am?
Our sizes range from a 0x (10-12) to 5x (30-32). Please check out our size chart to find your perfect fit.
Shipping
The tracking on my package says it was delivered, but I don’t have it. What do I do?
Please be sure to check all surrounding areas (i.e., the mailbox, side door, behind the bushes, mailroom, etc.). If able to, FedEx will generally hide packages so they are not visible to the naked eye. This helps avoid any packages from being stolen. If you still don’t see your package, please contact Customer Service for further assistance.
Do you ship internationally?
We ship all over the world, so getting Kiyonna to you is not a problem. Please note that most in-stock orders will ship out within 24-48 hours of ordering and prices may vary. Please check out our shipping page for more information.
Returns
Returns received within 30 days of purchase (15 days for all Bridal orders) (the "Return Window") will be credited back onto your original form of payment.
Shipping and handling charges are non-refundable. Your financial institution may take upwards of 30 days to reflect the transaction. Returns received after the Return Window, will result in a merchandise credit being issued, less a 15% late return restocking fee.
If merchandise credit is used for any part of your Kiyonna order and a return is made, the merchandise credit will be refunded first and the remainder refunded to the original payment used for the order.
Shipping and handling charges are non-refundable. Your financial institution may take upwards of 30 days to reflect the transaction. Returns received after the Return Window, will result in a merchandise credit being issued, less a 15% late return restocking fee.
If merchandise credit is used for any part of your Kiyonna order and a return is made, the merchandise credit will be refunded first and the remainder refunded to the original payment used for the order.
How can I ship my return back to Kiyonna?
You may choose to send items back to us using the shipping company of your choice. Please send all items to the address below using a shipping service that provides tracking information. We cannot be held responsible for lost packages shipped to us using the carrier of your choice. We cannot accept COD returns.
Kiyonna Clothing, Inc.
Attn: Returns
1315 N. Brasher St.
Anaheim Hills, CA 92807
Attn: Returns
1315 N. Brasher St.
Anaheim Hills, CA 92807
If you are located in the Continental U.S., we can also provide you with a return label, but you will be charged a flat $8.95 for any such label created.
For returns with labels created by Kiyonna, you must use the same box the order was sent to you in, or the provided poly-mailer bag. If the item is received in any other type of packaging, an additional $5.00 handling fee may be charged upon receipt of the return/exchange.
If you choose to use your own shipping method for any returns or for exchanges, we recommend you send any return or exchange via an insured carrier (with tracking information) as Kiyonna will not be liable for any lost, stolen or damaged packages.
We always strive to refund our customers as fast as possible and apologize for any delay. Our 10-14 day window allows for weekends, holidays and bank schedules. If your refund is taking longer than this window, please don’t hesitate to contact us.
For returns with labels created by Kiyonna, you must use the same box the order was sent to you in, or the provided poly-mailer bag. If the item is received in any other type of packaging, an additional $5.00 handling fee may be charged upon receipt of the return/exchange.
If you choose to use your own shipping method for any returns or for exchanges, we recommend you send any return or exchange via an insured carrier (with tracking information) as Kiyonna will not be liable for any lost, stolen or damaged packages.
We always strive to refund our customers as fast as possible and apologize for any delay. Our 10-14 day window allows for weekends, holidays and bank schedules. If your refund is taking longer than this window, please don’t hesitate to contact us.
Please note, if during our inspection process, the returned merchandise is found to be in "worn" condition (e.g., containing pet hair, staining of any kind, makeup or deodorant marks, etc.), a USD $25 fee will deducted from the return total in order for us to accept the return. In this case, our customer service department will contact the customer, and the customer will have the option to have the worn merchandise returned to them for a flat shipping fee of USD $10.00, in lieu of the USD $25.00 deduction.
Why wasn't my refund the full amount?
Please note that any coupons used with your order will be factored into your refund and shipping is always non-refundable.
Promotions
My coupon code is not working, am I doing something wrong?
If you have any third-party items in your cart (i.e. Lysse, Spanx, Swimwear, etc.), the coupon will not apply to those items. Coupons are only applicable on Kiyonna merchandise and excludes wholesale orders. Please also note that some promotions have an order minimum which needs to be met before any taxes or shipping rates have been applied.
Where can I find exclusions for your promotions?
All promotional fine print can be found at the bottom of our website's home page.
Can I use more than one promo code on an order?
We only allow one (1) coupon per order.
Miscellaneous
Is there a location near me that carries Kiyonna?
All stores carrying Kiyonna can be searched through our Store Locator. If you do not see a store near you, please let us know of one you think would be perfect for our collection. We will try our best to get Kiyonna closer to home.
Who do I contact for press inquiries?
Please contact our Marketing Team with any press inquiries: marketing@kiyonnaofficial.us or 714-956-5588.