FAQ
How long will it take to receive my order?
We ship orders within 1–4 business days. Shipping times vary by location, with US deliveries typically taking 3–7 business days.
How can I exchange an item?
To exchange an item, send it back to us at:
Koioki Returns
1531 W 13th Street, Suite M
Upland, CA 91786
Items must be unwashed and unused. If you’re local, you can also stop by the market or our shop to complete the exchange.
How long does it take to process an order?
Orders typically take 1–3 business days to process before shipping. Note that weekends and holidays are not considered business days.
What should I do if my package says delivered, but I haven’t received it?
If tracking shows your package as delivered but you haven’t received it, wait a day as carriers sometimes mark items delivered prematurely. If it still hasn’t arrived, contact us, and we’ll investigate or file a claim with the carrier.
Can I update my shipping address after placing an order?
If your order hasn’t shipped yet, we can update your shipping address. Contact us as soon as possible to make the change.
Do you have a physical store?
We don’t have a physical storefront. However, you can select the pick-up option when placing an online order, and your order will be ready in 2–3 business days.
What should I do if I received the wrong size or design?
If you received the wrong size or design, let us know, and we’ll assist with an exchange. Make sure to provide details about the correct size or design you need.
What happens if my package is returned due to an incorrect address?
If your package is returned to us due to an incorrect address:
- You can pay for a new shipping label to have the package resent, or
- Choose store credit with a 25% restocking fee deducted.
Contact us to confirm how you’d like to proceed.
How can I track my order?
You’ll receive a tracking link via email once your order ships. If you don’t see the email, check your spam or junk folder.
What is your return and exchange policy?
We accept exchanges for unwashed and unused items. Store credit is provided for returns, but refunds are not available. Review our full policy here: Return Policy.
Can I get wholesale pricing?
Yes, we offer wholesale pricing. Let us know the quantity and designs you’re interested in, and we’ll provide you with more details.
Who handles your printing?
At Koioki, quality is our priority, which is why we work with Grey 51 for our T-shirt printing and stickers. Their advanced printing techniques ensure every product meets our high standards.
Are your materials ethically sourced?
Yes, we are committed to using ethically sourced materials for all our products.
How should I care for my Koioki apparel?
To keep your apparel looking its best:
- Flip it inside out before washing.
- Wash with cold water on a gentle cycle.
- Use mild detergent.
- Avoid using bleach.
- Tumble dry on low heat or hang dry.