FAQ'S

How to shop and place an order

Do I need an account to place an order? No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a KiotoBrand account. If you create a KiotoBrand account and place an order, you'll be automatically enrolled in our loyalty programme.
I've forgotten my password, what should I do? Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
How do I receive KiotoBrand email updates? Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.
How do I place an order on your website? Here’s how:

    • Choose a category or brand from the top navigation menu or search to explore a specific style or brand

    • Select your desired item and click Add To Cart. Once you've added all items, it's time to checkout

    • Sign in to your account or, if you've not yet created one, continue via guest checkout



Enter your address, payment method and delivery details to place your order. We'll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.
Why can I no longer find your physical shop? Due to the covid lockdown in 2020 we have been forced to be temporary closed at our location in Shibuya, Tokyo (Japan). Now we are reopen in Shinjuku City (Tokyo, Japan) and other several locations.

    • Can I change my delivery address? Go to Order Details in your KiotoBrand account, to check if you can change your address. You may not be able to if your order has already been sent.
    •  Promotions
      How do I find out about the latest promotions? To stay updated on exclusive promotions, new in and early sale access, sing up to our emails.
      What different types of promotions are there? If you're an Access member, check your Access dashboard for promotional rewards in your account.
      How do I apply a promo code? All you need to do is add your eligible items to your shopping bag. Depending on the promo code, it will either be automatically applied, or you may have to manually enter it at checkout. If you have any questions, contact our customer service team. 
      Can I apply the online discounts also at your flagship store?
    • Our promotional sales and special discounts are exclusively available through our online store. Unfortunately, discounts cannot be applied to purchases made at our flagship store.

    • Can I collect my online order at your boutique?

      To ensure the highest level of efficiency and a seamless experience for our global clientele, we process and handle all online orders through a dedicated, secure fulfillment center separate from our boutique locations. By maintaining this specialized workflow, we are able to offer complimentary same-day express shipping, rigorous white-glove inspections, and inclusive customs handling that meet our strict luxury standards. Your acquisition will be delivered directly to your preferred address with the utmost security and care.

    • How long are your promotional codes valid?
      The validity of the promotional codes varies; they are valid for a period that ranges from 1 week up to 12 months, depending on the specific promotion.

       

  • Product & Authenticity

    Are the product photos on your website of the actual items?

    • Yes. Every product image you see is an original photograph of the specific item in our inventory.

    • Why do some colors look slightly different in person?

    • All our photography is captured in a professional studio with high-end lighting. While this provides the most accurate detail of textures and craftsmanship, please note that colors may vary slightly depending on your monitor settings or the natural lighting in your environment.

    How do I know the item is authentic?

    • KiotoBrand is committed to providing only 100% authentic luxury goods. Each item undergoes a rigorous multi-point inspection by our experts before it is listed and photographed.

    Payments & Security

    Why is there a 24-hour hold on my selection?

    • Due to high demand and the exclusive nature of our inventory, we can only reserve items for 24 hours. To secure your order, payment must be completed and a screenshot of the proof of payment sent to our team within this timeframe.

    Is my payment secure?

    • Absolutely. We use secure banking channels and direct wire/ACH transfers to ensure that every high-value transaction is handled with maximum security and transparency.

    Shipping & Tracking

    When will I receive my tracking number?

    • For security purposes, tracking numbers are not sent directly via email. Once your order is processed, you can view your real-time tracking status exclusively through our “Track Your Order” page.

    Why is my tracking information not showing up yet?

    • It typically takes a short time for our carrier’s system to update. If you have just received a dispatch notification, please allow a few hours for the details to appear on the tracking portal.

    How long does delivery take?

    • Once dispatched, we aim for the fastest possible delivery. Most orders are expected to arrive within the same week, though holidays may occasionally cause minor logistics updates.


      Shipping & Insurance

      Is my delivery guaranteed? 

       

  • Yes, delivery is guaranteed on all orders. We take full responsibility for the transit process. If an order does not reach the address provided, we will work directly with the courier to resolve the issue or provide a full replacement or store credit if a replacement is unavailable.

    Is my package insured during transit?

  • Every shipment is fully insured until the moment it arrives at your door. You can shop with total peace of mind knowing that your high-value investment is protected against loss, theft, or damage throughout the entire shipping journey.