Return and Refund Policy

Order cancellation and refund

Before you submit the order, please take a minute to read our order cancellation and refund policy, as not all items accept cancellation after payment. Thanks for your kind understanding. 

1) For customize Kigurumi masks orders, we only accept order cancellation within 24 hours after the order is submitted. If you request cancellation after 24 hours of order but before the mask is finished making, then we will refund you half mask payment and international shipping fee. If you request cancellation after the mask is completely made, then we will only refund international shipping fee. Once the mask is shipped out, we do not accept cancellation.

2) For pre-order products, customized bodysuits, and other custom sizing items, we do not accept cancellation once we have already purchased from the brands.

3) For other orders, you can cancel them at any time but the refund proportion will depend on exact order status.

4) Once we have shipped the package, we do not accept cancellation for free.

5) If a package is lost during international shipping, we will refund you full payment.

KIG mask order status	Within 24 hours after payment made	24 hours after payment & before mask complete made	After mask is completely made & before shipping	Parcel lost during international shipping
Refund proportion	100%	half mask price+international shipping fee	international shipping fee	100%
Custom bodysuit order status	Payment made & before our purchase	Order purchased & before arrive at us	Order purchased & has arrived at us	Parcel lost during international shipping
Refund proportion	100%	No refund	No refund	100%
Other items order status	Payment made & before our purchase	Order purchased & before arrive at us	Order purchased & has arrived at us	Parcel lost during international shipping
Refund proportion	100%	Deduct 5$	Deduct 10$	100%

Return and exchange

1) If you receive items with wrong color, size, wrong order or uncompleted order, we are terribly sorry and will arrange reship a new parcel to you you for free or make full refund to you. We will take charge of all fees under this condition. Please email us within 24 hours since you receive the parcel and also attach some photos.

2) If package is returned by Chinese customs, we will reship it for you for free.

3) For customized Kigurumi masks and bodysuits, we do not accept return and exchange. For other non-custom items, we can accept return. If you return an item due to your own reasons, the international shipping fee back to us, as well as any tax occurred in our country customs will be on you. We will refund full items cost to you after we receive the package but will deduct the shipping fee from our warehouse to you. Please keep the items in original conditon with tags and no washing, no smelling. Please contact with us within 24 hours after you receive the package and arrange returning within 7 days. We will refund to you in 3 days after we receive the returned parcel.

4) If you want to send items (other than Kigurumi masks and bodysuits) back to change a color or size, it's OK. You will be responsible for international shipping fee back to us, and tax occurred in our country customs, as well as re-shipping fee back to you.

5) We do not accept returns on gift cards.

For the following situations, Kig4u will not refund.

Please be awared that Kig4u is not responsible for any local customs fee. Thanks for your kind understanding.

1) Package is returned by your local customs because you refuse to pay tax or customs fail to contact with you.  

2) Package is failed to be delivered because you move to a new address after we ship.

3) Package is destroyed or lost due to natural disaster. When this happens, we are sorry and will share part of loss with you.

4) If package is delayed during shipping, we will not refund, but we will refund full payment if package is confirmed lost by the shipping company.