Got a question or need help with your order?

Email us! We strive to respond as quickly as possible, typically within 24 hours.

We're always here to assist you!


Delivery timeline- How long will it take for my order to arrive?

We strive to process and send all orders within two business days from our Toronto Studio. 

Please NOTE shipping times can vary among countries


3-8 business days


3-7 business days


7-10 business days


7-15 business days


7-15 business

What is the processing time?

We strive to dispatch all orders within 48 hours. If there’s any delay, we’ll promptly notifying you via email. Processing time for peak periods like public holidays, promotional events, Black Friday, and Christmas might take slightly longer that usual. 

How can I track my order?

Once you order has been dispatched, you will receive a shipping confirmation email. For most our shipping options, this email will include a tracking number that you can use to track the order’s progress. 

Can I change my shipping address after placing an orderCollapsible row

What if I provide an incorrect or incomplete address?

What if my package is damaged or lost?

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Do I have to Pay for customs and import charges?

Yes, depending on your country, your shipment may be subject to duties, taxes, or handling fees. Here’s a general guide:


NO additional costs. 

Rest of the world

There may be duties, taxes or handling fees incurred on your shipments. These charges are determined by your country’s law and regulations. Customers will b responsible for these additional costs.

Can I change my shipping address after placing an order

Please get in touch with our customer service at your earliest possible time. The best way to reach us is emailing : kimi.jewelleryhouse@gmail.com

We’ll do our best to accommodate. However, please note that we cannot modify the shipping details once an order has been processed and shipped. 

What if I provide an incorrect or incomplete address?

It’s crucial to provide an accurate and complete address when placing an order to ensure smooth delivery. If an order is shipped to an incorrect or incomplete address provided by the customer, and fails to be delivered, we regret that we cannot be held responsible for the mistake.

What if my package is damaged or lost?

If your order arrives damaged or get lost, please reach out to us immediately. We kindly ask for pictures for the damage so that we can processing a claim with the courier service. 

Please note that it’s important to report any claims for damaged or missing items within a certain timeframe of delivery (within 7 business days). Please open and inspect your items as soon as they arrive. 

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