Frequently Asked Questions
We've put together some answers to the questions we get asked most often. If there's something we haven't covered, please feel free to contact us.
Shipping & Delivery
How long will it take to receive my Kiki bag?
We aim to dispatch all orders within 3 business days. Estimated delivery times vary by destination and will be displayed at checkout before you complete your purchase. All delivery windows are estimates and begin once your order has shipped.
Where do you ship from and where do you deliver?
Kiki ships worldwide from New York. Domestic orders ship via UPS and international orders ship via DHL or UPS Worldwide Express. Please visit our Shipping page for more information.
Can I cancel or change my order after placing it?
We begin processing orders quickly and cannot guarantee changes once an order is placed. If you need to request a cancellation, please contact hello@shop-kiki.com as soon as possible with your order number. We will do our best to assist you. Cancellations are not guaranteed.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive a confirmation email with tracking details so you can follow your delivery.
Returns & Refunds
What is your return policy?
U.S. orders may be returned within 14 days of delivery, provided items are unused, unworn, and returned in original condition with all tags and dust bags included. Return shipping costs are the responsibility of the customer. International returns are not accepted at this time. Please visit our Returns page for full details.
How do I initiate a return?
To request a return, please email hello@shop-kiki.com within 14 days of delivery. Our team will provide a return authorization and instructions.
When will I receive my refund?
Once your return is received and inspected, approved refunds will be issued to the original form of payment within 7–10 business days.
Are any items final sale?
Yes. Items marked “Final Sale” are not eligible for return or refund.
Pre-orders & Promotions
Do you offer pre-orders?
From time to time, we may offer pre-orders for select styles. Pre-order availability and estimated delivery timelines will be clearly noted on the product page at the time of purchase.
How do pre-orders work?
When you place a pre-order, your item is reserved and will ship once it becomes available. Payment is collected at checkout. Delivery timelines are estimates and may shift due to production or logistics.
Can I combine pre-order and in-stock items?
If pre-order and in-stock items are purchased together, the full order will ship once the pre-order item is ready. We recommend placing separate orders if you would like in-stock items sooner.
Do you offer promotions or discount codes?
Occasionally, we may offer promotions. Any applicable terms, exclusions, or expiration details will be clearly outlined. Only one discount code may be used per order.
The Details
How should I care for my Kiki bag?
To preserve your bag, avoid prolonged exposure to direct sunlight, moisture, perfumes, and oils. When not in use, store your bag stuffed and inside its dust bag. Occasional use of a leather conditioner will help maintain suppleness and finish.
Why does Kiki work with natural leather?
We use natural leather because it lasts. Responsibly sourced leather is durable, repairable, and ages beautifully, reducing the need for frequent replacement. Unlike many synthetic alternatives, it contains no plastic or petroleum and avoids long-term microplastic shedding. Our leathers are by-products of the food industry, sourced from European tanneries certified by the Leather Working Group. When possible, we use overstock and excess hides to further reduce waste and extend the life of existing materials.
Do you work with influencers, stylists, or collaborators?
Yes. For collaborations or creative partnerships, please contact collabs@shop-kiki.com
How can I contact the Kiki team?
For general inquiries, email hello@shop-kiki.com. For press, wholesale, or partnerships, please visit our Contact page for the appropriate details.