FAQs

Q : What is KOTO?

A : Koto was born from friendship of two women who lives in Italy and Japan. From Italy (Milan) and Japan (Kyoto) to the world – It started from the thought of two women hoping that the KOTO products will connect people you love with special fate through the Japanese culture.

Q : How do I place my order?

A : It is a very simple process: 

  1. Browse through the site until you find an item that strikes your fancy

  2. Select the color or size from the pulldown menu, then click "add to cart".

  3. Do this for each item you would like to buy.

  4. Once you've added all the items, click "My Cart" to review the shopping cart. The checkout process consists of 4 steps: billing address (and/or shipping address), shipping method, payment with Paypal and confirmation. We'll send over an email with your order information to confirm. 

 

Payment

Q : How do I pay for an order? 

A : With PayPal. You can pay either with your credit card or with your PayPal account if you have one.

Q : Is the site secure?

A : Personal banking information is fully protected by PayPal. KOTO doesn't have access to your credit card information at any time.

Q : When will my credit card be charged?

A : Paypal will charge your credit card or Paypal account as soon as your order has been confirmed

 

shipment

Q : Do you ship worldwide?

A : We ship worldwide, if your country is not listed during the checkout process, feel free to contact us because we can ship in every country in the world.

Q : How much is the shipping cost? How long will it take?

A : To know how much the shipping cost will be, simply add your items to the cart, and shipping cost choices will be displayed under the section "Get shipping estimates" after entering your country and zip code. 

A : We offer free shipping for orders over 100 USD to most countries.

Q : Where will you ship my order from?

A : We are located in beautiful Kyoto, Japan. Your order will be shipped directly from here.

Q : Will I have to pay taxes and custom fees?

A : The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. These supplementary costs are the customer’s responsibility. The price of the products excluding the shipping cost will be displayed on your package.

 

Return and cancellation policy

Q : I'd like to cancel my order, how can I do that?

A : If your order hasn't been shipped yet (i.e. you haven't received the shipment confirmation), notify us as soon as possible. We will refund you the total amount of your order. However, if your order has already been sent, we cannot cancel it. You can return the products. Unfortunately, we are unable to refund the shipping cost, and you will be responsible for the return shipping fees.

Q : I'd like to send my order back, how can I do that?

A : Above all, we want you to be satisfied, so if you're not satisfied with your purchase, you can return the items and ask for a refund, an exchange or a voucher. Returns must be within 7 days of delivery and all returned items must be in the original condition you received them in. Shipping cost cannot be reimbursed. Before sending back the products, please send us a email indicating what you're returning and why. We are not able to pay for the cost of shipping the products back to us.

Please be aware that in all cases the customer is responsible for paying customs fees and providing any and all documents required by Customs in your country. 

If the customer refuses to pay those taxes, packages will be sent back to us. We'll then refund you the amount of your order after having withdrawn the real shipping cost that the carrier charged to us. 

Express shipments can't be sent back to us as return fees are too high (usually exceed the order value). In that case, the order will be destroyed and no refund will be possible. 

Postal service ordering and related issues

Q : What should I do if I don't receive my order?

A : For Economy and Registered  shipments, it is possible that in some cases shipments can take up to 45 days, so we will take action on undelivered packages only after this time period. If your package seems to be taking a long time and you chose Economy or Registered as shipping method, first go to your local  post office and ask if a parcel is waiting for you . If 45 days have lapsed since the order was sent, and you still haven’t receive it, please contact us. 

For Express shipments,  DHL or EMS shipments, please go to the online tracking service to see the status. Contact us if you have any issues with tracking your parcel, at info@koto-km.com

One or several items have been broken during the delivery

If you have items that were damaged during delivery, please e-mail us within 48 hours after receiving your order and include pictures of your damaged item.

Q : One item was missing in my parcel? 

A : If this happened to you, please accept our apologies. Contact us and we will fix it ASAP.

Our Products

Q : What kind of kimonos are there?

"TOMESODEIt is the first dress of a married woman. There is only a pattern from the waist to the bottom, family crest enters in the upper body. "FURISODE" It is the first dress of a single woman. There are kimono sleeve, medium sleeves sleeve, small kimono sleeve depending on the length of the sleeve. "HOMONGI" When spread, it is a pattern like a picture. Cut the fabric and make a temporary stitch and add a handle "TUKESAGEThe pattern is attached so that the pattern faces upward when worn "IROMUJI" It is only a kimono with no handle. You can wear it as a ceremonial dress with a crest.  "KOMONIt is a repetition of the same pattern at intervals of about 60 cm. There are also Edo komon, which seems to be plain when looking at the far eye, and you can wear a casual dress if you put a crest.

Q : What is the difference between lacquer coating and urethane coating?

A : Lacquer paint is sewn with natural lacquer, urethane paint is painted urethane paint of chemical paint.

Q : What is the wood powder?

A : Wood powder processed product is a material which molded mixture of wood flour and resin.

Q : How do I contact customer service?

A : Do you have a question, remark, photo, or funny story? You can get in touch with the KOTO team in the following ways:

Email info@koto-km.com

Facebook: KOTO Page

 

Wholesale

If you are interested in reselling our products 

We allow wholesale orders of our products. Please contact us at info@koto-km.com

and give the name and address of your shop and what you're interested in. 

Or please visit us at https://kotopro.myshopify.com