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FAQ

Help Center

Frequently Asked Questions

Everything you need to know about ordering, sizing, shipping and caring for your kigurumi & onesies.

📦 Orders & Shipping

How long will my order take to arrive?
Orders are processed within 1 to 3 business days. Delivery then takes 7 to 12 business days, so most orders arrive within 8 to 15 business days. You'll receive a tracking link by email once your order ships. If we can't dispatch your order within that timeframe, we contact you before it expires and you can either accept a new date or cancel for a full refund. Full details are in our Shipping Policy.
How much does shipping cost?
Shipping is free on all orders, with no minimum spend and no hidden fees. Your full total is always shown at checkout before you pay.
How do I track my order?
A tracking number is emailed to you within 24 hours of dispatch. You can also look it up any time with our order tracking tool. If you no longer have the email, contact us at contact@kigurumi-onesie.com with your order number. Tracking can take 24 to 72 hours to start showing updates after the number is issued.
Can I change or cancel my order?
You may cancel an order at no cost as long as it has not been dispatched. Email contact@kigurumi-onesie.com with your order number. Where an order is cancelled before dispatch, we refund your original payment method within 7 business days, or within one billing cycle if you paid by credit card. Once an order has been dispatched, our Refund and Return Policy applies.
I entered the wrong shipping address. What now?
Email contact@kigurumi-onesie.com immediately with your order number. We can correct the address only while the order has not yet been dispatched.
Do you ship outside the United States?
No. We ship to addresses in the United States only, including PO boxes and APO/FPO addresses where the carrier serves them. Orders placed for delivery outside the United States are cancelled and refunded.

📏 Sizing & Fit

How do I choose the right size?
Our onesies are sized by height, not by clothing size. Open the Size Guide on any product page and match your height to the recommended size. If you're between two sizes, choose the larger one.
Do the onesies run large or small?
They follow the height ranges shown in the size chart on each product page. For a looser, oversized look, size up.
Are the sizes unisex?
Yes. Adult onesies are unisex and based on height, so they work for everyone. Kids' and babies' sizes follow the height ranges shown on each product page.
What if my onesie doesn't fit?
Unworn, unwashed items in their original packaging can be returned within 30 days of delivery. Return shipping is paid by you when the reason is sizing or a change of mind. See our Refund and Return Policy for the full process.

↩️ Returns & Refunds

What is your return policy?
You have 30 days from the day you receive your order to request a return. Items must be unworn, unwashed and in their original packaging with tags attached. Read all conditions in our Refund and Return Policy.
Who pays for return shipping?
You do, when the reason is a change of mind, the wrong size or the item no longer being wanted. We do, when the item arrived defective, damaged or is not what you ordered. In some cases we may refund you without asking for the item back, and we will tell you when we authorize your return. We do not charge a restocking fee.
How do I start a return?
Email contact@kigurumi-onesie.com with your order number and the reason for the return. We respond within 1 to 2 business days with the return instructions and the return address. Please do not ship anything back before we authorize it, as unauthorized returns cannot be processed or refunded.
When will I get my refund?
Once we receive and check your returned item, your refund is issued to your original payment method within 10 business days. Your bank or card issuer may need extra time to post it to your account.
Are there items that can't be returned?
Items that have been worn, washed, altered or damaged after delivery cannot be returned. If your item arrives defective, damaged or is not what you ordered, contact us within 30 days and we will cover it at no cost to you. See our Refund and Return Policy for details.
Do you offer exchanges?
We do not process direct exchanges. To change size or model, request a return for the item you have and place a new order.

🧺 Product & Care

What are the onesies made from?
Each product page lists the material for that specific item in the Features table. If you need the exact fabric composition before ordering, email us at contact@kigurumi-onesie.com and we will confirm it for you.
How do I wash my kigurumi?
Machine wash cold on a gentle cycle, wash inside out, do not bleach, and air dry. Always follow the care label on your specific item, which takes precedence over this general guidance.
Can I wear it as sleepwear?
Our onesies are sold as loungewear and costumes, not as sleepwear. They are not flame-resistant and are not certified as children's sleepwear.
What should I know before buying for a child?
Choose the size that matches your child's height rather than their age, using the size chart on the product page. These items are costumes, not sleepwear, and are not flame-resistant. As with any hooded garment, supervise young children while they wear it, keep them away from open flames and heat sources, and don't leave infants unattended in loose clothing.

🔒 Payment & Security

What payment methods do you accept?
We accept the payment methods displayed at checkout, including major credit and debit cards and the digital wallets supported by our checkout.
Is my payment information secure?
Yes. All payments are processed through Shopify's PCI-DSS compliant, SSL-encrypted checkout. We never receive or store your full card details.
Will I be charged sales tax?
The price you see is the total price you pay. We do not currently collect US sales tax at checkout.
Will I have to pay customs or import duties?
No. Your order ships on a Delivered Duty Paid (DDP) basis, which means US import duties and customs fees are already included in the price you pay at checkout and are settled by us before your parcel clears customs. You will not be asked to pay duties, taxes or brokerage fees to the carrier on delivery. Full details are in our Shipping Policy.
What currency are prices in?
All prices are shown and charged in US dollars (USD). The amount displayed at checkout is the amount you're charged.
Who operates this store?
Legal name: Soufiane Bousta, sole trader established in Belgium. Commercial name: SB Group. Address: Rue Grisar 13, 1070 Anderlecht, Belgium. Belgian enterprise number (BCE/KBO): 0803.778.523. VAT number: BE0803778523. Full details are on our About Us page and in our Legal Notice.
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Still have a question?

Email us at contact@kigurumi-onesie.com and we will reply within 1 to 2 business days. Support is available Monday to Friday, 9:00 AM to 7:00 PM ET.

Contact Us

Need help?

Our team is available Monday to Friday, 9:00 AM to 7:00 PM ET. Outside these hours, email contact@kigurumi-onesie.com and we'll reply within 1 to 2 business days.

Contact support

Frequently Asked Questions

How do I choose my size?

Our onesies are sized by height, not by clothing size. Open the size guide on any product page, match your height, then confirm with the chest measurement. If you are between two sizes, choose the larger one.

What are the delivery times?

Orders are processed within 1 to 3 business days and delivery takes 7 to 12 business days, so most orders arrive within 8 to 15 business days.

Can I return my order?

You have 30 days from delivery to request a return on unworn, unwashed items in their original packaging.

How do I care for my onesies?

Machine wash cold on a gentle cycle, wash inside out, do not bleach, and air dry. Always follow the care label on your item, which takes precedence over this general guidance.

When can I actually wear a kigurumi?

Anytime you want to be comfortable. Ours are worn at home, at costume parties, at conventions and on Halloween. They are sold as costumes and loungewear.

Free Shipping

Free US Shipping

Returns

30-Day Returns

Secure Payment

SSL encryption for secure payments

Customer Service

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