FAQ

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from PayPal and major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery

Domestic shipping can take up to 5 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Yes, we offer free shipping for specific domestic & international orders of a certain size. Check the cart to see the current deal on free shipping.

Yes, we ship our products all over the globe.

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Warranty

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

The guarantee covers any manufacturing, design, or material defect. Please notify us within 1 month of noticing any defects.

It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

Returns & Refunds

No, we do not accept returns or exchanges unless the item you purchased is defective.

If you receive a defective item, please contact us at  support-usa@kiwabi.com with details of the product and the defect. You can send the item you consider defective to:

ALTE Fukuoka Center (KIWABI)

12-26-6 Naka Fukuoka Hakataku

Fukuoka JAPAN 812-0893

Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.

Please enquire for more information about our Refund policy.

A refund or exchange request for defective products as outlined in the prior FAQ answer, can be submitted within a month after the purchase is made.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.

Product Specific FAQ's

Please visit our FAQ section on the Coloring Brush product page here.

Please visit our FAQ section on the Color Treatment product page here.

Please visit our FAQ section on the Color Shampoo product page here.

Please visit our FAQ section on the Conditioner product page here.

Please visit the product overview page here or see our Japanese site for further details. English site coming soon!

Free Shipping on orders over $75 (USD)

We offer Free Shipping on purchases over $75 USD

Worldwide shipping

Ships mostly everywhere. Shipping rates on orders $74 and below will be shown at checkout

Support

Contact us at support-usa@kiwabi.com. We will do our best to get back to you within 1-2 business days.