FAQ
Shipping
Made-To-Order
Orders changes/ Issues
Product inquiries
Sizing
Returns & exchanges
Collaborations
Shipping
How long will it take to receive my order?
Upon confirmation of payment your item will be processed for shipment within 2-5 business days. During times of heavy orders please allow for 1-2 weeks of processing time. Since we are a small team, large influxes of orders take a while for us to make and ship. A tracking code will be issued to the email you registered with. Average North American shipping time is 2-4 business days. For international shipments, expect a 10-14 business day delivery time. Please note that shipping upgrades are available — cost and shipping time will be quoted at checkout based on your location.
How do I track my order?
After checkout, a tracking number will be sent to the email address provided on your order. We do our best to process all in-stock items for shipment within 2-3 business days of receiving the order. Please note that the tracking code may take 1-2 days to update.
Why am I being charged tax?
As we are based in LA we charge sales tax on all California and international orders. We collect tax on international orders to ensure the delivery process is as seamless as possible for international recipients. No surprise customs fees in order to receive your jewelry, and all fees paid up front, so you see exactly how much your order costs. Any and all tax that is charged is then paid to the state or government owed, and Kiyo Studio makes no profit on any taxes collected.
Made To Order
How long will my Made To Order item take to ship?
Currently made-to-order items are estimated to take about 1-3 weeks to complete production, and you will be notified as soon as your item is shipped. For a more accurate timeframe of when you can expect your order please contact us here with your order number.
What if I buy a made-to-order and in stock item together?
If you buy "Made To Order" and "In Stock item" together, your order will not be shipped until the Made To Order item is released. If you want to get "In Stock item" soon, please make payment separately. Also, if you order multiple made-to-order items with different release dates at the same time, all items will be shipped together once they are available. ( All items will be shipped together after the last product to be released). If you want to ship as soon as it's released, please order them separately.
Can I trust pre-orders and made-to-order?
Pre-orders and made-to-order is used to gain a better understanding of how many of items we should move to production with, and for our jewelers to have time to carefully hand make each piece. The samples used in our product shots and marketing material are the exact same processes and materials as the pre-order items. However, since each piece is handmade, there should be some slight variances to be expected.
Order Changes / Issues
How can I cancel my order?
Please message us here with the subject “Order Cancellation”. We will try our best to make this attempt, however orders that have already been fulfilled and shipped cannot be cancelled.
How can I change my shipping address?
Unfortunately we cannot make address changes to an order already fulfilled and shipped.. However, if the order has not been shipped we can attempt to make that change. Please use our contact form and with the subject “Address Change” and include the correct address in the additional comments.
Product Inquiries
My item says sold out, when will it restock?
We have an “Email When Available” option that will pop-up when selecting a sold out item and size.You can enter your email address there if you would like to receive a notification when new inventory is added to the website.
Generally restocks can take about 14-30 days, however if any are returned/exchanged and added back into inventory you will be notified.
Where can I find my size, I don’t see it listed?
The sizes and colours that are listed online are the complete offerings for the product. If the size or colour is not listed as an option, we unfortunately do not produce that offering.
Can you make my item in solid gold?
If the product is made from sterling silver, we are able to offer other options such as solid 10K, 14K, or 18K gold or platinum. Please send us a message on our contact form detailing the item and material desired and we’ll get back to you with a quote.
Why was my order cancelled?
There are several reasons an order can be cancelled and refunded. If our system detects there is inaccurate information regarding the order, our team will reach out via email to confirm these details. If there is no successful response from the customer after 2 business days, we will move forward and deem the order cancelled.
Sizing
How can I find out my size?
Check out our sizing guide. Please note all our rings are sized in US ring sizes.
Will you be making my ring size?
Unfortunately, the sizes currently listed on our website are the ones available for that item. We strive to meet all customer requirements and as demand grows we will offer more sizes.
Returns & Exchanges
What is your returns and exchanges policy?
Please visit our Returns & Exchanges section.
Do I have to pay for my own return shipping?
All eligible returns will be provided with a return label within the 7 day period, except for international returns. To process a return or exchange outside of North America, please use the contact form and select and include your request.
How long does your returns/ exchanges process take?
We aim to process all returns and exchanges within 2-4 business days of arriving at our warehouse. All items must be inspected before a refund or store credit has been issued.
Where is my refund?
Refunds generally take 3-5 business days for funds to appear in your bank account. Once your refund has been processed on our end, an email confirmation will be sent.
Collaborations
How can I work with your brand?
We are always striving to work with other brands, artists, and influencers! For collaborations and media or PR inquiries please use our contact form.