FREQUENTLY ASKED QUESTIONS

Orders within the European Union are shipped DDP (Delivery Duty Paid) and will not be subject to any additional charges.
Countries outside the European Union are shipped DDU (Delivery Duty Unpaid) and additional charges may be added by your local customs.

Import fees vary widely across the world. We are required by law to state the full value of your order for customs purposes.
Kaomoji is not responsible for the custom charges and duties you may be subject to.

We ship worldwide :) Please refer to our Shipping & Delivery page for more information.

You can find your shipping fees on check out! We use PostNLfor all standard shipments. Facemasks/stickers/pins below a certain amount are shipped in an envelope and are not trackable.

We try to ship your orders as fast as possible! Usually, we do so within 1-7 days.
Shipping time varies by location:

The Netherlands: 1-3 business days

Belgium, Germany, Luxembourg: 2-7 business days

Rest of Europe: 3-14 business days

Other countries: 10-35 business days

There may be shipping delays during holidays, sale periods or because of pre-orders. COVID-19 safety precautions may also cause extra delays.

All clothing items are always sent with tracking!
Only small orders consisting of facemasks, stickers and/or pins will be sent by mail and will not have tracking.
You can see the available shipping options during checkout.

Sometimes it can take several days for the tracking to be updated.
If there hasn't been an update to the tracking in 25 business days, please e-mail us as soon as possible.

Our packages are sent with PostNL, our local postal carrier.
If you don't live in the Netherlands, your parcel may be re-labeled at the sorting center in your own country.
It will then be shipped further with another shipping service. This will be your own local postal carrier.

In some cases, the tracking will stop updating because it has been re-labeled with another local tracking code. This tracking code can also be found in the original tracking e-mail.

All of our items are wrapped in plastic and will be shipped in a shipping bag or box (or envelope, if specified) depending on the items. We always add a kaomoji sticker and a handwritten note :)

Do you have shipping instructions for us (e.g. a drawing or a message for someone)?
Let us know in the order note and we'll take care of it!

Fill in our contact form or send us an e-mail at support@kaomoji.co describing the issue, and include the correct shipping address. If your order has not been processed yet, we will adjust the address for you.

Unfortunately we can not change it if it has already been shipped. As soon as the package is returned to us, we can reship it to the correct adress, but you will have to pay for the new shipping costs.

Yes! If your order hasn't been processed yet, send a mail to support@kaomoji.co as soon as possible.
We will provide you with a coupon for free shipping, and combine your orders after you ordered the other item.

When you place an order, you will automatically receive an order confirmation e-mail to your provided e-mail address.
If the package has tracking, the tracking link will be Where can I see the status of my order? to you when your order has been processed. The tracking will give you information about where your order is at the moment.

Make sure to check your spam folder if you don't see any e-mails from us.
If you're certain that you haven't received any e-mails, send us a mail using our contact form, or at support@kaomoji.co.

We accept the following payment methods:

• iDeal
• Paypal 
• Bancontact
• Belfius
• SOFORT Banking
• Google Pay
• Apple Pay
• Creditcards:
- Visa
- MasterCard
- American Express
• Cryptocurrency:
- Bitcoin
- Ethereum
- USDT / Tether
- UTK
• Klarna

Make sure to check your spam folders.
If you really don't have it, it could be that you provided an incorrect e-mail address.
Occasionally, our system may also fail to send out the order confirmations.

Please send us an e-mail via our contact form or at support@kaomoji.co, with your name and e-mail address that you provided in the checkout.

We will check your e-mail address and resend the order confirmation to you.

There are several possible reasons why a payment might fail.

1. Declines arising from faulty card information (e.g. incorrect card number or expiration date).
Check for errors.

2. Incorrect billing information.
The billing information should match the information on your card.

3. Not enough money on the bank or reached your limit of the card. Use another card or payment method.

4. Your card doesn’t have the 3D secure feature. You need to have 3D secure in order to pay on kaomoji with your credit card.

Betaal je je aankoop liever niet in één keer? Maak dan gebruik van in3: de enige gespreid betaalmethode met 0% rente. In drie keer betaal je het aankoopbedrag zonder extra kosten. Zo koop je binnen je budget je favoriete product. Het minimale bestelbedrag is € 100,- en het maximale bestelbedrag is € 3.000,-.
Voorafgaand aan de betaling doet in3 een supersnelle gegevenscontrole. Mocht onverhoopt je verzoek tot betaling niet geautoriseerd worden, dan kan je contact opnemen met in3 of kiezen voor een andere betaalmethode. Wil je meer informatie over in3? Bezoek dan: www.payin3.nl.
Hoe werkt het?
Als je kiest voor in3 betaal je het volledige bedrag in drie gelijke delen binnen 60 dagen. Op de dag van je bestelling betaal je het eerste deel via iDeal en wordt je aankoop verzonden. 30 dagen later betaal je het tweede deel en weer 30 dagen later het derde deel. Zo hoef je geen grote uitgave in één keer te doen. Je ontvangt een mailtje zodra je een nieuwe betaling moet doen. Wel zo makkelijk!

1. Kies & check:
Kies in3 bij het afrekenen, het systeem doet een supersnelle gegevenscontrole.
2. 1e betaling & verzending:
Je doet direct je eerste betaling en de bestelling wordt verzonden.
3. 2e & 3e betaling:
Binnen 30 dagen doe je de tweede betaling en binnen 60 dagen doe je de derde betaling.

Within 14 days of receiving the item, orders may be returned for a refund or similarly-priced product.

Please read the requirements below.

• All products must be returned within 14 days of receiving your item.
• Unworn and unwashed
• In original condition and item packaging
• Returning the item is at the customers' own cost.

Certain products cannot be returned:

• Facemasks
• Products bought for more than 30% off
• Anything from the Chubi collection

Please go to the Returns & Exchange page for more details.

Please go to our return & exchange page for more information.

If there are any issues with the items, please contact us via our contact form within 14 days, with information and photos.

We can refund the full order as store credit with shipping costs included.

If you prefer a refund to your bank account, shipping costs will be deducted.

We will process the refund as soon as possible after receiving the package.

In most cases, this is within 7 days.

The only reason we would not accept a return is if it contrasts our guidelines.
If you want it shipped back, we can send a payment link for the shipping costs.

Please fill in our contact form or e-mail us at support@kaomoji.co with your order number.
If your order has not been shipped yet, we'll immediately refund it for you.

For all customer support questions you can use our contact form or send a mail with your question to support@kaomoji.co

For business inquiries, job/internship applications, or just saying hello:
hello@kaomoji.co

All of our shirts, sweaters and hoodies are unisex.
T-shirts are European sizes and may run a bit smaller than other shirts.
Sweaters and hoodies tend to run bigger and have a baggy look.

You can view our size chart for an item on the product page.

If you are unsure about your size, please send us an e-mail or ask on our socials for extra help :)

Check out our Wash & Care Instructions page.

All of our items also come with a wash & care card. We strongly recommend following those instructions.

To preserve the quality of the print, it's best to use care when washing our products.

We generally only restock products when in extremely high demand. 
When such a product gets a restock we'll notify you though our socials. 
Collaborations are usually only released in limited batches.

Unfortunately, we do not currently have an offline shop.

However, we frequently go to various conventions and we have also partnered with various retailers where you can find some of our products. All of them are listed on our Retailers & Wholesale page.