Refund Policy

NOTE: Items are ineligible for return if the clothing tag has been removed or if the item is damaged. Refunds are only accepted on items up to 7 days after they have been delivered. There are no exceptions. Please read our full refund policy below.

To ensure that we live up to our standards, each item is heavily inspected and photos are taken with each order fulfilled.

Please do not send back your purchase until you have contacted Customer Care. Items that are shipped back to KENOCHA for return prior to contacting Customer Care may be subject to extra fees or returned at the customer's expense. 

Exchanges: We do not offer exchanges, however; if you see the item(s) you want in stock, go ahead and purchase the item(s) and then contact Customer Care for instructions on processing a return on the item(s) you no longer want. Please be aware that our items go fast. We apologize in advance for the inconvenience. As a boutique, the number of items that we carry vary, and due to the popularity of items we cannot guarantee what will be available for exchanging purposes. We try our best to restock popular items. 

Refund Policy: It must be less than 7-days from the date that you received the items(s) to be eligible for a refund. Please contact Customer Care for instructions on processing your return. We will honor all emails sent within the 7-day refund period. There will be no exceptions made outside of the 7-day refund period. Purchases can be refunded up to 3 days after delivery date for a full refund, and 4-7 days after delivery date for shop credit. There are no exceptions.

Non-returnable items: Please keep in mind when purchasing these items that are ineligible for returns. Items must have the sales tag in tact in order to process it for a refund. There are no exceptions.

The following items are non-refundable:

  • Items marked for 'Sale' or 'Clearance' are final sale items. 
  • Gift cards are non-refundable and are a final sale item.
  • Undergarments are a final sale.
  • Accessories are also a final sale.
  • Bathing Suits/Swimwear
  • Active wear
  • Anything in our 'Basics' Collection is a final sale item.
  • Damaged Items: Including, but not limited to: must be unwashed, no makeup or deodorants stains, no animal fur, no cigarette or fragrance smell, holes, etc.

Processing your Refund: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund. 

Refunds not Approved: If your return in rejected, a refund status email will include details on arranging redelivery of your item(s). Redelivery is at the expense of the customer. Merchandise that is unclaimed 30 days after the refund status email has been sent will be donated.

Approved Refunds: If you are approved, your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment within 3-5 business days after receiving your package. Processing times vary depending on your bank and payment method. If it has been two weeks and you still have not received your refund, but you have received notice of a refund, please contact your bank prior to contacting KENOCHA. 

Defective Items: Please contact KENOCHA within 48 hours of delivery if an item is received defective. If an item's packaging is received damaged and results in product damages, please file a claim with the delivery service. If packaging is undamaged and there are defects, contact Customer Care. In your email please include photos and the purchase details related to the defective item. Any notices outside of the 48 hour period will not be honored. There are no exceptions.

Returned Shipping: Unless an item or items are received damaged or defective, returned shipping costs are at the expense of the buyer. When you are returning an item you may choose any shipping service of your choice to return the item(s).

Depending on where you live and due to other conditions, shipping times may vary. 

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item(s), and we are no responsible if the package is received damaged. If you have an issue with a returned item that is not delivered to KENOCHA, please contact your shipping service. This is the responsibility of the shipping service, not KENOCHA.

SHIPPING

Shipping Service: KENOCHA currently uses USPS to ship all merchandise. 


Shipping Options for U.S residents: One of the perks of shopping with KENOCHA is that we offer FREE domestic shipping on all purchases. Please read below for free shipping details.

Free Shipping: Orders under $75.00 - You will receive your item within 4-10 business days. We are not responsible for any delays in shipments. 

Upgraded shipping: You may upgrade to priority or express mail shipping.

Priority Mail - You may upgrade to priority shipping for a flat fee of $5.00. Orders are shipped in 1-2 business days. Transit times are between 2-3 days. We are not responsible for any delays in shipments. Priority shipping is free on orders of $75.00 or more. 

Express Mail - You may upgrade to express mail for a flat fee of $25.00 to get your package in 1-2 days. We take every effort to process and ship these packages same day, with exception to Post Office closure, holidays, weekends, and busy times of the year.

International Shipping: Stay tuned for international shipping options and rates.

Shipping Insurance: KENOCHA is not responsible for any items that are not received by a customer once an order has left our doors. This includes lost, stolen, or damaged packages. Please refer to the USPS website for shipping insurance details. Additional insurance may be purchased upon request. The customer is responsible for the added cost of the insurance coverage. If you would like to add insurance to an order please contact KENOCHA at contact Customer Care prior to your purchase. 

Shipping Addresses: Please use a valid mailing address. We do not ship to P.O. boxes, or to APO/FPO/DPO addresses.

Incorrect Addresses/Undeliverable Packages: Please be aware that once a shipping preference has been chosen and an order has been paid for, that shipping cannot be changed or updated on that order. Please be sure that your shipping address is up-to-date before checking out. Additional shipping charges will apply for shipments that are addressed incorrectly. There may also be additional charges for undeliverable packages.

Items not claimed: If an item is not claimed after 30 days, that item will no longer be claimable, and will be donated.

Processing time: Please allow 1-3 days for order processing, and up to one week for busier times of the year.

Please keep in mind that shipping times vary by location, and may be delayed due to weather conditions, and holidays. 

KENOCHA is not responsible for any delay in shipments. Shipment times are not guaranteed. Once an item ships from KENOCHA, we are no longer responsible for that item. Shipping is the responsibility of the shipping service. If you have an issue with a shipment please contact or file a claim with the delivery service. 

Tracking Number: A confirmation and tracking number will be supplied once an order has been shipped. Please allow time for tracking numbers to be updated into the USPS system.

Do you have a further questions regarding our refund and shipping policy? Please contact us using the contact form below.

Thanks for contacting us. We'll get back to you as soon as possible.