kaomoji® — wear emotion // Free shippingNetherlands over €75 - Europe over €150 - Worldwide over €250 

Frequently asked questions

Plenty of frequently asked questions, answered here for you!
Don’t see an answer to your question?
Send us a message and we’ll be gladly to help you out.

Shipping and Delivery

Do you ship internationally?

Yes, we deliver worldwide. 🙂

What are your shipping fees?

We use PostNL for all standard shipments.

Please note:

  • There may be processing delays during big releases, collaborations, Christmas and sale periods. These delays can take up to 4-6 weeks.
  • Facemask orders are being shipped within a small envelope with postage stamps. These packages are not traceable and are not secured for damage or loss.
  • In some countries (USA, Canada, Australia, Norway etc.), you can expect up to 3 weeks delivery time, due to customs clearance.
  • Separate facemask orders will ship from 4 EUR – 7 EUR – 10 EUR


Europe

Country Standard shipping Free delivery
Austria 16 EUR 150 EUR
Belgium   9 EUR 150 EUR
Czech Republic 21 EUR 150 EUR
Denmark 16 EUR 150 EUR
Finland 21 EUR 150 EUR
France 16 EUR 150 EUR
Germany   9 EUR 150 EUR
Hungary 21 EUR 150 EUR
Ireland 21 EUR 150 EUR
Italy 16 EUR 150 EUR
Luxembourg 12 EUR 150 EUR
Monaco 16 EUR 150 EUR
Netherlands   6 EUR   75 EUR
Poland 21 EUR 150 EUR
Portugal 21 EUR 150 EUR
Slovakia 21 EUR 150 EUR
Slovenia 21 EUR 150 EUR
Spain 16 EUR 150 EUR
Sweden 21 EUR 150 EUR
United Kingdom 12 EUR 150 EUR
*Other countries 35 EUR 250 EUR


Worldwide 

Country Standard shipping Free delivery
Australia 27 EUR 250 EUR
Canada 27 EUR 250 EUR
USA 22 EUR 250 EUR
Switzerland 22 EUR 250 EUR
Other countries 35 EUR 250 EUR


Please note:

  • Import taxes and duties may apply upon delivery.
  • Rates may differ when in the checkout. Depending on the weight of the package. 

How long is the delivery time?

Please allow 7 business days for order to be ready to ship out. The processing time can take 1-7 business days.
Everything is hand-packed by James or Leticia. We try to pack everything as fast as possible. 

Netherlands 1-3   business days
Europe   3-14   business days
Outside Europe 10-35 business days  

Where is my order?

If you have received a track and trace e-mail, then your order has been shipped to your house, yay! This e-mail has been sent to your given e-mail address when you made a purchase. If you can’t find your track and trace e-mail, please check your spam folder, because it should be there. If you still haven’t received anything, then check if your e-mail was correct. Still, haven’t find the tracking? then e-mail us to: support@kaomoji.co

The tracking will give you information about where your order is at the moment. Sometimes it could take several days for the tracking to be updated. If your parcel got stuck for longer than 25 business days at one certain point, please e-mail us as soon as possible. Finally, our packages are sent with PostNL our local postal carrier. If you don’t live in the Netherlands, your parcel will 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. The tracking that we have given you could not be updated anymore because it has been re-labeled with another tracking code. This tracking code can be found under the tracking code that we gave you.

Is there a track and trace available?

Yes, you will receive the tracking code by email. Please double check if your e-mail address is correct and also take a look at your spam folder because most of the times it will be sent to there. There is no track & trace for facemasks, stickers, and beanies. This will be sent in a small mailbox package which is not traceable. 

My tracking is not updating, please help me!

When we make your shipping label, you will receive an update that your parcel has been shipped. Mostly we deliver the packages at our post office on the same day, sometimes it will be the day after due to delay or many orders. Once your parcel has gained his first scan, it will be sent to your country in 1-3 business days.

If your parcel is not updating for longer than 25 business days, please e-mail us. We will try to find out where your parcel is.
Please note: customs clearance can take about 2-3 weeks to be released.

Once the package reaches its destination country, you may lose visibility to track. This is because your parcel will be handed over to your local postal carrier. The instructions on how to track your package with your own postal service have been sent to you in the tracking e-mail. If you still have questions or need more information, please e-mail us at support@kaomoji.co

How do I know that my order has been shipped?

When your order has been send, we always send you an track & trace email to let you know it’s on the move. This can take up to 7 business days.

How will my order be shipped?

All items will be safely wrapped in plastic and will be delivered in a shippingbag. Every order comes with a custom kaomoji card and sticker. If you have special shipping instructions, such as a drawing or present for someone.  Please describe that in your order notes and we will take care of it if possible!

kaomoji x Doki Doki Literature Club

Do the DDLC shirts ship internationally?

Yes, we deliver worldwide 🙂

For shipping prices, please look for the section above for the shipping fees.

Are they limited edition?

Yes, they are on sale in our webshop for a limited time only.
Once sold-out they won’t be restocked.

Can I get discount if I buy all four of them?

Unfortunately not :c But we will write you a personal handwritten letter and every DDLC shirts will come with an exclusive sticker ^^

Can I get them somewhere else?

Nope, they won’t be available in other online and offline stores.  Your only chance to get them is here in our webshop.
We don’t bring them to conventions either.

Will there be other colors, sweaters, hoodies etc?

At the moment, we only have white t-shirts available for the DDLC collaboration.

What is the price for the T-shirts?

The set price for the T-shirts are €32,- euros.  ( $38 USD )

Coupon codes or additional discount are not available for these collaboration T-shirts.

Payments

What payment methods does kaomoji accept?

  • iDeal
  • Paypal
  • Bancontact
  • Belfius
  • SOFORT Banking
  • Mastercard Creditcard
  • Visa Creditcard

Will I be charged for customs and import?

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 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.

My creditcard payment doesn't work! ( order has been cancelled )

There are several possible reasons why a payment might fail.

  1. Declines arising from incorrect card information (e.g., incorrect card number or expiration date) are best to correct the error or even using another card or payment method.
  2. The shipping address and billing address have to be exactly the same The reason for this is for security purposes.
  3. Not enough money on the bank or reached your limit of the card.
  4. Your card doesn’t have 3D secure feature. ( You need to have 3D secure in order to pay by kaomoji with your creditcard )

Online orders

I didn't received a confirmation e-mail of my order.

It could be that you have given a wrong e-mail address.

Please drop us an e-mail to: support@kaomoji.co  with your name and e-mail address that you provided in the checkout.
Sometimes our system fails to sent out the order confirmations. When we have your correct e-mail address, we will re-sent the order confirmation to you. 

I’ve added a wrong shipping address, what should I do?

Please contact us immediately by e-mail with you correct shipping address information. If you order already has been shipped, we unfortunately can’t change it anymore. 

How do I cancel my order?

If you changed your mind about your order, please contact us as soon as possible. In case your order has not been shipped, we will cancel your order immediately and your order will be refunded. If your order already has been shipped, unfortunately we can not cancel your order anymore and you have to return your order back to our office at your own expense.

The product I’m looking for is sold out, when can I order it again?

Don’t hesitate to contact us at hello@kaomoji.co
We will let you know when it’s back in stock.

Do you have an offline shop?

Currently not, but we go to many (anime) conventions such as: Japan Expo Paris, Dokomi Germany, Animecon Netherlands and many more!

Customer Service

How do I find my size?

You can find the size guide below each product. All our t-shirts, sweaters and hoodies are unisex.
T-shirts are European sizes and run a bit smaller than other shirts. Sweaters and hoodies tend to run bigger and have a baggy look. If you are still unsure about your size, please drop us an e-mail or ask on our socials for extra help!

How do I wash my products?

  • Wash inside-out max 30 degrees
  • Hang dry
  • Iron inside-out, not on the print!  

All our items come with a care instruction card. We strongly recommend following these instructions.

Why are there so many rules for washing a damn T-shirt?!

Because, our products are all carefully hand printed. You have to be more careful with hand printed T-shirts than factory T-shirts.

There is something with my print on the product.

The print and personalisation’s of our products are crafted by hand. Natural inconsistency can appear by the process of the screen printing.
Every print is done by hand and not a machine. They are not considered a defect but a surplus value which makes each piece unique.

How do I contact kaomoji?

Please don’t hesitate to contact us.
You can find us on our socials: Facebook, Instagram, Twitter and Tumblr.

7 days a week between 10:00 – 20:00

hello@kaomoji.co

Chamber of Commerce: 64098613
VAT: NL220921702B01

Returns and Exchanges

How do I return or exchange an item?

Within 14 days, orders may be returned and we will issue a refund.
We strongly recommend that you arrange your return within 7 days of receiving your order to ensure that it arrives at our office within 14 days.

 Please follow the requirements below.

  • All products must be returned within 14 days of receiving your item.
  • Unworn and unwashed ( facemasks can’t be returned )
  • In original condition and plastic packaging. ( shipping bag can also be a box )
  • Any products purchased in the SALE cannot be refunded.
  • Shipping back to our office is at the customers’ own cost.

Please fill in our return form at our website and sent the items back to our office.

What if something is wrong with my order?

If you have a problem with an order from our store, please contact us immediately: support@kaomoji.co  If you have received a wrong/damaged item, please contact us within 14 days of delivery and we will take care of it. It has no costs for you

Will I be refunded for the full amount of my order?

Yes, we will give you a full return as a store credit this includes the amount of shipping. If you would like a refund to your bank account, shipping costs will be deducted from the total amount paid.

When do I get my refund?

Returns will be processed approximately 7 to 10 business days after we receive your return.

I purchased something from the SALE, can I return it?

Any products purchased in the SALE cannot be returned or exchanged.

I have received a faulty product, what should I do?

Please fill in our return form with pictures provided within 14 days of delivery. After confirmation you can return the item to our office The item will be checked and when it is covered by our warranty policy a new item will be send back to you free of charge.

What if my return is not accepted?

The only reason we won’t accept a return is if it is contrary our guidelines. If you send something back to us and we cannot credit you for it, we will not return it to back to the sender. If you would like it shipped back, we will take a Paypal payment for the shipping costs or it will remain in our office for 30 days before being discarded. Shipping costs will vary based on your location.

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