FAQ's
For questions/concerns about orders, please email contactshopkazuko@gmail.com, NOT DM
Replies may take 1‑3 business days. If you don’t receive a response by then, please follow up or resend your email.
Please follow the care instructions in my instagram highlight folder to best care for your orders! :)
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Q: Do you ship internationally?
A: Yes! There are a few exceptions, but you will be notified when checking out if an address is unable to be shipped to.
**please keep in mind that the customer is responsible for potential additional custom fees**
Q: When will I receive my order?
A: Processing and shipment times vary depending on location and product, but a tracking link for your order will be emailed to you once your order is shipped! Please check this link before reaching out about delivery times.
**Please be aware that shipping times can be delayed due to COVID‑19 and limited workers, thank you in advance for your patience.
Q: Do you accept returns or exchanges?
A: Unfortunately, Shop Kazuko cannot offer returns or exchanges do to our manufacturing on demand. If there is a mistake in your order placement or you wish to cancel it, please let me know immediately. I will only be able to cancel or adjust the order if I am notified before processing begins.
Q: Where can I find sizing chart details?
A: The website listings should include their own sizing charts, if you have more specific questions or can’t find them, please search “sizing charts” on the website and you will find a sizing chart page.
Additionally, the sizing highlight folder on instagram [@shopkazuko] may have the information you are looking for.
Q: My package was delivered but I didn’t receive it
I got a notification that my package was delivered but I didn’t receive it, what should I do?
A: Please note that shopkazuko is not responsible for lost packages once the shipment facility has the order nor can we cover reshipment costs if an address is imputed incorrectly.
First, reach out to neighbors or family to ensure that someone else has not accidentally picked up the package. Be sure to check mailboxes, some orders are left at the door and others are placed in mailboxes. If there is still no luck, please reach out to your local post office and see if they are holding your package there.
If they don’t have your order, the next step is to file a missing package report on the shipment facility website. They will open a case for your order then. If they are unable to help, please contact me at contactshopkazuko@gmail.com within 30 days of your estimated delivery time.
Q: Something is wrong with my order
(incorrect design/size or quality flaw)
A: Please email me right away if anything is wrong with your order! I can file a report immediately when provided with your order number, and clear photos demonstrating the mistake. To file an error report, I need a photo of the full product as well as a close up of the concern in question. In most cases, I can offer a refund or cover a reshipment for a new order for you as soon as possible. Please note that errors must be filed within 30 days of receiving your order.
Q: My package was shipped back to the sender, now what?
A: If an address is insufficient, incorrect, or left unclaimed, it is shipped back to the manufacturing facility. Please note that Shop Kazuko is not responsible for covering reshipments for insufficient addresses.
If you would like to reship your order to a different/adjusted address, please email me at contactshopkazuko@gmail.com and I can send you the reshipment fee listing.
Due to our manufacturing on demand, I am unable to offer refunds for address mistakes.