FAQ

1. Ordering and Processing

When will my order be dispatched?
Most Festivo Kimonos pieces are kept in stock and ready to ship. Orders are normally processed within 2 to 3 business days, Monday to Friday. If an item requires additional preparation or an unexpected delay affects dispatch, we will contact you directly with an update.

Do you process orders on weekends or public holidays?
Orders are processed on business days only.

2. Shipping and Delivery

Where do orders ship from?
Orders from the Festivo Kimonos online store are dispatched from Panama.

How long does delivery take?
Estimated delivery after dispatch is 3 to 5 business days to the United Kingdom, 3 to 5 business days to Europe, and 5 to 7 business days to other international destinations. These are estimates rather than guarantees and may be affected by customs clearance or carrier delays.

Do you offer free shipping?
Yes. We offer free shipping worldwide. Orders are sent by courier, including DHL Express where available.

Will I have to pay customs duties or taxes?
Import duties, taxes and customs fees may apply depending on the destination. Unless stated otherwise at checkout or required by applicable law, these charges are the customer's responsibility.

3. Returns and Exchanges

What is your return window?
Please contact us within 14 days of delivery to request a return or exercise any applicable statutory cancellation right. Where statutory cancellation rights apply, you must notify us within 14 days of receiving the goods and return the goods within the applicable legal timeframe after notifying us. Items should be handled only as necessary to inspect their nature, characteristics and functioning. Nothing in this policy limits your statutory rights.

Who pays for return shipping?
For change-of-mind returns, the buyer is responsible for return postage where this has been disclosed before purchase and is permitted by applicable law. We maintain return addresses in the United Kingdom and the United States. Please contact us before sending an item back; we will confirm the correct return address based on your location and order. Do not send a return before receiving instructions. If an item is faulty, damaged or incorrectly supplied, contact us so we can arrange an appropriate remedy and cover return costs where required by law.

Is there a restocking fee?
A £25 restocking fee may apply to discretionary returns that we voluntarily accept outside statutory cancellation rights, where permitted by applicable law and disclosed before the return is accepted. It will not apply to statutory cancellations, faulty or incorrectly supplied items, or any situation where charging the fee would be unlawful.

How do I request a return?
Email info@festivokimonos.com with your order number and reason for return. Wait for return authorization and instructions before shipping the item.

Can I exchange an item?
Yes. Exchanges are available. To request an exchange, contact us within 14 days of delivery at info@festivokimonos.com with your order number and the item, size or style you would like instead. Items should be returned unworn and with original tags, except where applicable consumer law provides otherwise. We will confirm product availability and provide the appropriate United Kingdom or United States return address and instructions. For change-of-mind exchanges, the buyer is responsible for return shipping where permitted by law. Once you have dispatched your return, send us its tracking number so we can arrange your exchange. If the original item is faulty or was incorrectly supplied, please contact us so we can provide the appropriate remedy without affecting your statutory rights.

When will I receive my refund?
Approved refunds are issued to the original payment method within the timeframe required by applicable law. Where statutory cancellation rights apply, refunds will be processed within the applicable legal timeframe. Where permitted by law, we may withhold a refund until the goods have been received or evidence of their return has been provided.

Nothing in this policy affects your statutory consumer rights.

4. Payments

Available payment methods are shown securely at checkout. Transactions may be displayed in your local market currency; your payment provider may apply currency conversion or other fees.

5. Contact Us

For support, email info@festivokimonos.com or contact us on WhatsApp Business at +33 7 67 33 64 88. Customer support is available Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time.