FREQUENTLY ASKED QUESTIONS

How do I contact your Customer Service Team?

All support and order related inquiries can be submitted via the "Contact Us" form and will be answered within 24-48 hours, Monday through Friday. If you create a Member account when checking out, you can track your order all the way to your door.  STORM Kimonos® can assure you that customer service is very important to us and we will always make sure your shopping experience with us is an enjoyable one, and our Customer Service Support Team will do their utmost to ensure all queries are answered and responded to efficiently.

PRICING AND BILLING

I have a question about my account, and charges

Click the “Register/Login” and sign in (with your E-Mail and password) to review your orders. You may print invoices from your order history.   Should you require any further information/assistance please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

What Currency is on your Website?

All product and shipping pricing detailed on our Site is in USD$ (US dollars), and you will be charged in USD$ (US dollars).

When will my Credit Card be Charge?

Your PayPal account will be debited Your credit card will be charged within 24 hours prior to shipment of your item(s). 

ORDER STATUS

Has my order shipped? 

If you’re a registered member of Storm Kimonos, please login to check order details, track your order, and for further information. If you have any questions about your order please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

How do I change quantities or cancel an item in my order?

Please contact our Customer Service Support Team as quickly as possible to make any changes to or cancel your order. We will do our best to update your order while it is in the processing stage. Please note that once an order has shipped, it is no longer able to be altered in any way. 

My order never arrived

If you’re a registered member of Storm Kimonos, please login to check order details, track your order, and for further information. If you have any questions about your order please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

MY ACCOUNT

How do I create an Account?

Click the “Register/Login” at the top right hand side of our website.  Please the complete the required information under the “Become A Member” heading and click “Register” to create an Account.

How do I edit My Account information?

Please log into your Account and then on the Welcome screen please click “Edit Profile Details”, and you can then update/edit your account information.

I forgot my password?

Click the “Register/Login” at the top right hand side of our website.  Then under “I’m An Existing Member” click the “Forgot Your Password” tab and you will be prompted through the screens to enable your new password to be issued.  If you have any questions about your order please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

How do I return my product?
Please see the “Returns Policy” about making a return. 

What is your Returns Policy?
Please see the “Returns Policy” about making a return.

When will my order ship?

Please see each individual item page for more information on the availability of each item. After placing your order, you may track the status of your order by logging into your Account. You will receive a shipment confirmation via email when your order has shipped along with tracking information.  If you have any questions about your order please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

BUYER’S GUIDE

Where can I find the sizing charts for product?

For all products there is a SIZE CHART button detailed on each product screen.  Simply press this button and sizing information is detailed clearly.  Should you require additional assistance please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

Do you ship to my Country? 

We ship Worldwide!  Should your Country not be detailed on the address entry page when you go to Check Out please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com 

What are my payment options?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you. Currently, we accept Credit Cards and Paypal. 

ADDITIONAL SUPPORT

Contact Us

If you have any questions about your order please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

Do you have a Wholesale program?

Yes please complete the Wholesale Enquiry form on our Website please.  Should you require additional information or assistance please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com

Please refer to our “Privacy Policy” & “Security Policy” Sections for further information and details.

PLEASE ENSURE THAT YOU READ THE FOLLOWING INFORMATION CAREFULLY BEFORE PURCHASE & CHECK OUT PROCESS.  Any queries please do not hesitate to contact our Customer Support Team via “Contact Us” or via E-Mail info@stormkimonos.com 

MANUFACTURER DEFECT

All Storm Kimonos® products carry a 30 day guarantee against manufacturer’s defects.  If you experience an issue within this time period please contact our Customer Service Support Team.  Any defects outside this time period are reviewed on a case by case basis.  Proof of purchase must be provided at the time of RMA application.  Storm Kimonos® reserves the right to request the return of defective merchandise for inspection.  Please allow up to 15 days for shipment of replacement goods.

Should you have purchased your Storm Kimonos® product through a third party retailer, please contact them directly for any returns or exchanges please.

EXCHANGES

Please note that the Customer is responsible for the return shipment, and all shipping fees for the exchanged item(s).  Please allow up to 15 days for shipment of replacement goods.  Proof of purchase must be provided at the time of RMA application.

BUNDLES

Storm Kimonos® offers product bundles that combines products to enable great savings to our Customers!  As these are sold together at a discounted price, should you choose to return any part of a bundle, you will forfeit the discount and any refund you receive will be less that amount.

If a component of your bundle does not fit or is defective, please fill out the information as instructed in the Procedure to Return Product section and be sure to indicate it is part of a bundle and our Customer Service Support Team with specific instructions.  Proof of purchase must be provided at the time of RMA application.

PROMOTIONAL DISCOUNTS AND ITEMS

If you choose to return an item that was part of a promotional discount, any refund you receive will be less the amount of the promotion.

If you received a bonus item with your order and choose to return a qualifying item(s), you must also return the bonus item. Failure to return the bonus item will result in a decrease in your refund equal to the value of the bonus item.  Proof of purchase must be provided at the time of RMA application.

REFUNDS

Typically, returns are processed within five to seven business days of receipt. Depending on your bank or credit card issuer, you should see the refund after processing from our Customer Support Service Team. If you haven't received your refund in ten business days after we received your return, please for additional assistance.  

PROCEDURE TO RETURN PRODUCT

All returns must be issued a Return Merchandise Authorisation (RMA) before they are shipped back to Storm Kimonos®. Failure to obtain an RMA may result in your return being refused.

To obtain an RMA, please contact our Customer Service Support Team via “Contact Us” or via E-Mail info@stormkimonos.com open a support ticket and provide the appropriate information listed below. 

Please ensure that you detail in your correspondence with our Customer Service Support Team :-

• Storm Kimonos® Order Number
• Proof of Purchase Receipt
• Item(s) you wish to exchange, and/or return
• Reason for return (choose from the following list): 
• Damaged - the shipping box or packaging shows visible signs of damage, likely incurred during transit, and as a result, the products within have sustained damage.
• Defective - the box or packaging appears fine, but the product within is not working as intended or is damaged.
• Received incorrect item.
• Does not fit.

New merchandise (not washed/worn/altered or soiled) suitable for resale, may be returned for exchange within 14 days of purchase.  All returns must be in the original packaging, with all tags attached, or they will be subject to a 20% restocking fee.  Customer is responsible for cost incurred for returning product and, for exchanges, once Storm Kimonos® receives the returned merchandise the exchange will be shipped to you.  

All returns or exchanges will be at the discretion of Storm Kimonos®.  Storm Kimonos® reserves the right to request the return of defective merchandise for inspection.  Please allow up to 15 days for shipment of replacement goods.