Shipping Policy

We ship within the continental U.S..  Orders are processed and shipped on business days: Monday–Friday (excluding weekends and major holidays). All domestic orders within the continental U.S. over $50 qualify for free standard shipping. The qualifying order total is calculated after all promotional discounts are taken and before any taxes.

If you order has already been shipped, we are unable to cancel or change the shipping address.

Canada Customers: We have temporarily stopped shipments to Canada. We apologize for the inconvenience.

Merchandise may only be returned with the prior authorization of the kitowafragrance.com customer service department. The purchaser is responsible for shipping expenses and risk, i.e. proper repackaging of merchandise. Returns must be reported to the customer service department within a week of receipt of merchandise. Furthermore, the purchaser will be subject to a 20% restocking fee if merchandise is not returned in the original condition. All damages, defects, or non-compliance of good must be reported within 3 business day of receipt of merchandise.  If you received a defective or damaged item, please let us know immediately by filling out this form. 

Please contact customer service for more information on returning an item.

Shipping Damage Form
If you received a defective or damaged item, please let us know immediately by filling out this form.

You can always contact us for any return question at support@kitowafragrance.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Contact
Email: support@kitowafragrance.com

Phone:
+1 (310) 320-8881
Monday – Friday: 9am – 5pm (PCT)

Address:
Kitowa Fragrance
2771 Plaza Del Amo, Ste. 805
Torrance, CA 90503