FAQ Page
1. I placed an order but never received an order confirmation.
Clients should receive an order confirmation via email upon placing their order. If
you have not received an email confirmation, first check your junk/spam folder. If
the confirmation email is still missing, it is possible your email was entered
incorrectly at checkout — email us at info@kilomet109.com so we can locate
your confirmation and forward it to the correct address.
2. I placed an order and haven’t received my shipping confirmation yet
— where is my order?
All of our garments are made right here in our Hanoi design studio and
production facility. All items are handmade and made in limited quantity. We will
make every effort to post your order within 5 working days of receiving
confirmation of payment. Please note that given the high level of production
quality, lead times may vary depending on current order volume, which makes it
very difficult for us to guarantee delivery dates.
We apologize for the delay, and thank you for your patience. We promise we're
working hard to finish your garment and get it on your doorstep as soon as
possible.
When your order ships, you will receive an email confirmation with shipping and
tracking details.
3. I ordered a garment but it is not currently available, will it be available
in the future?
We produce most of our styles in small quantities because of limitations on fabric
availability and to ensure that only the highest quality fabrics are used for our
clients. The unavailability of certain fabrics may be temporary. For more details
on a particular garment please contact us at info@kilomet109.com for more
information.
4. Can you customize a garment for me?
Yes! We can do bespoke custom fits provided we have the fabric available in
stock. There is a 20% surcharge applied on top of the listed retail price for
bespoke items. Please email us at info@kilomet109.com for more information
5. Can you rush ship my order?
Yes, we can do expedited shipping if required. An extra fee based on the actual
shipping cost will be applicable. Please contact us at info@kilomet109.com for
more information.
6. Do you offer gift wrapping?
Absolutely! Every order comes neatly wrapped in a Kilomet109 bag and ready for
giving. But feel free to let us know if you are ordering something as a gift and
would like to have it gift wrapped in wrapping paper.
7. Can I return or exchange an item I purchased?
Of course! If for any reason an item does not work out for you, please return the
unworn garment (in its original condition with hangtags and labels) for store credit
within 14 days of receiving your package. Store credit is valid for 60 days upon
return of the garment. We do NOT offer cash refunds at this time.
Visit our Shipping and Returns page for more information.
8. Can I change/cancel/add to my order after it is placed?
Since each garment is in limited supply, we are unable to accept cancellations for
refunds.
In some circumstances, we can add to/combine multiple orders to save on
shipping costs. To combine multiple orders, email us at info@kilomet109.com as
soon as possible after placing your order.
If you’d like to make a change to your order (e.g., different size or color), we’d be
happy to help you as long as your order hasn’t shipped.
If you need to make a change to your shipping address, email us at
info@kilomet109.com We can change the address as long as the package has
not left our facility. Unfortunately, we cannot reroute a package once it has
shipped.
Please see our Shipping & Returns policy for more information.
9. I am interested in an item that is out of stock.
We aim to keep all of our garments available for order, but if we run out of a
certain fabric, we can offer you the garment using different fabric options that we
have in stock. All you need to do is let us know which item you are interested in
by sending an email to info@kilomet109.com
10. I would love to collaborate/interview/work with you, how can I get in
touch?
We would love to hear from you! Email press@kilomet109.com with inquiries.
12. Can I carry your clothing in my retail shop?
Sure! We take wholesale orders. Feel free to email us with inquiries
at info@kilomet109.com
HAVE A QUESTION?
CONTACT US
For any questions please feel free to contact us at
info@kilomet109.com