Frequently Asked Questions

1) I placed my order, now what?

After we receive your order, you will receive a confirmation email. All orders are shipped out within 3-5 business days. If there are any problems with your order, we will contact you immediately. Once your item has shipped, we will send out another email with the tracking # (if applicable). 

2) How long will it take for my items to get to me?

Domestic orders are shipped with USPS First Class or Priority Mail and can take up to 12 business days to arrive, from the date of purchase. International orders are shipped with USPS First Class Mail and can take anywhere from 2-6 weeks to arrive (generally around 3 weeks). If you'd like expedited shipping, please contact me before placing an order!

3) Tracking shows my order as having been delivered, but I never received it. What should I do?

Please contact us at hello@kulayan.com so we can further assist you!

4) I'm an international shopper, will there be any additional fees I have to pay?

Some countries, mostly in the EU, do charge an import tax. Please note that this tax will be collected by your local post office and will be paid to your government. Kulayan is not responsible for this tax.

5) I don't like the item I received, what should I do?

We know that online shopping can be tough, so we definitely accept returns and/or exchanges on non custom items! If you'd like to return or exchange an item you've received, please contact us at hello@kulayan.com with the subject "Return/Exchange." Please contact us within 1 week of the original delivery date of your item, otherwise your item may not be eligible for a return/refund. 

6) How do you process returns?

After you've contacted us to discuss your return at hello@kulayan.com, we will ask you to mail the item back to us (our headquarters is in San Francisco, CA). Once we receive the return, we will issue a full purchase price refund (minus original shipping cost). Please note that bolero returns are processed with a $10 restocking fee (not applicable to all other designs).

7) How do you process exchanges?

After you've contacted us to discuss your exchange at hello@kulayan.com, we will ask you to mail the item back to us (our headquarters is in San Francisco, CA). Once we receive the return, we will invoice you a flat rate shipping cost of $5 for domestic exchanges and $13 for international exchanges. This shipping cost will cover the cost of shipping out the exchanged item.

8) How do I wash my items?

Each item will come with a care wash sticker. If your order contains multiple pieces, each piece will come with their own care wash instruction.

9) An item I want is sold out, when will it be restocked?

We make our designs in very, very small batches. Once an item is sold out in particular print or size, it usually will not be restocked. If you see an item you like, we suggest purchasing it as soon as you see it's available!

10) Do you offer customizations?

We do not offer any customizations on any items from our shop, except for items from our Graphic Appliqued Sweaters line. If you'd like a custom saying, city or message on any of our sweatshirts or hoodies, please contact us at hello@kulayan.com.

11) I saw your size chart, but I'm still not sure what size to get. 

Please email us at hello@kulayan.com with your bust, waist, hip measurements and we will do our best to assist you!