Frequently asked questions


Shipping and Delivery

COVID-19 should not have any impact on the order processing time.

Delivery time and availability is affected by COVID.
More details can be found here.

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.

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

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.

We ship worldwide! :)

We use PostNL for all standard shipments.

Facemasks/stickers/pins below a certain amount are shipped in an envelope and are not trackable.

 Country Shipping method Cost (€)
Netherlands Brieven-buspakket 4,10
PostNL Pakket 5,95
Belgium, Germany, Luxembourg Package with Tracking 11,00
Austria, Czechia, Denmark, France, Italy, Slovakia, Spain (EU provinces) Package with Tracking 16,00
Finland, Hungary, Ireland, Poland, Portugal, Slovenia, Sweden Package with Tracking 21,00
Bulgaria, Croatia, Cyprus, Estonia, Greece, Latvia, Lithuania, Malta, Romania Package with Tracking 26,00
United Kingdom Package with Tracking 17,00
Spain (Canary Islands), Iceland, North Macedonia, Norway, Serbia, Switzerland Package with Tracking 23,00
Spain (Ceuta, Melilla) Hong Kong, Japan, Malaysia, Philippines, Russia, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, Vietnam, South Africa, Bahamas, Costa Rica, Argentina, Brazil, Chile, Australia, New Zealand, Canada, Mexico, United States Package with Tracking 32,00

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.

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.

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 sent 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.

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 may write you a nice note too :)

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

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.

You can find more information about the conventions here, and information about our retailers here.

You can view the base size charts here. Along with a video on how you should take measurements for our clothes.

Alternatively, view the size charts here:

Kaomoji:
T-Shirts
Long Sleeves
Sweaters
Hoodies
Jackets
Socks
Tote bags
Facemasks

Anniversary:
T-Shirts
Sweaters
Hoodies
Denim Jacket

Chubi:
T-Shirts
Sweaters
Hoodies
Jackets


Customer service

Accounts have to be recreated.
If you use the same e-mail address, you will still be able to see your previous order data.

For all customer support questions:

Contact form
support@kaomoji.co

For business inquiries, job/internship applications, or just saying hello:

hello@kaomoji.co

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.

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.

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.

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.

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 the size chart for an item on the product page.
Alternatively, view the size charts here:

Kaomoji:
T-Shirts
Long Sleeves
Sweaters
Hoodies
Jackets
Socks
Tote bags
Facemasks

Anniversary:
T-Shirts
Sweaters
Hoodies
Denim Jacket

Chubi:
T-Shirts
Sweaters
Hoodies
Jackets

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.


Returns and Exchanges

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 will take care of it.
In this case it has no costs for you.

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.
Otherwise, the product(s) will be discarded.


Payment

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.

Don’t see an answer to your question?
Send us a message and we’ll be glad to help you out.