CUSTOMER SERVICE

In order to make a purchase, you have to be registered with Koi Suwannagate.  If you have registered with us before, simply sign-in with your email address and password.

All merchandise sold on KoiSuwannagate.com is intended for personal use only, and not for resale.

Product Availability

Custom Orders

Payment Methods & Pricing

Shipping Policy

Return/Exchange Policy

GIFT RETURN

Order Tracking

Application Law

PRODUCT AVAILABILITY

Koi Suwannagate products available for purchase online are subject to availability.  As necessary, we reserve the right to limit the quantity of products we supply or supply only part of an order.  We will inform you if we are unable to fill your order. 

CUSTOM ORDERS

Koi Suwannagate endeavors to give customer satisfaction and offers the option to customize select styles.  If you see a style on our site and would like to order this style in a color or size not shown on the website, or if you would like to make changes to certain design details, please contact us via shop@koisuwannagate.com. 

Based on your request we will determine if the order can be filled and if so, send you an estimate.  Please allow 2 to 4 weeks for a custom order depending on fabric availability.

PAYMENT METHODS & PRICING

Koi Suwannagate accepts payment via Paypal.  To pay via cashier’s check or wire transfer please contact us at shop@koisuwannagate.com to arrange such payments.

All prices are in U.S. $.  While we try to ensure that all prices on our site are accurate, errors may occur.  If we discover an error in the price of the merchandise that you ordered, we will give you the option of reconfirming your order at the correct price.  If we are unable to contact you, we will treat the order as cancelled.

Will there be additional duties or taxes payable on my purchase?

Within the U.S., sales tax will only be charged on orders shipped to California. No other tax or import duty will be applied to orders shipped within the U.S.

When shipping to addresses that are outside of the United States, you will be responsible for all import duties, customs taxes, local sales taxes and other fees which may be charged on the purchase.  It is your responsibility to determine what these costs may be prior to placing an order. Similar to shipping costs, these costs and any additional costs incurred when returning/exchanging an item will not be refunded.

SHIPPING POLICY

Orders are shipped within the U.S. and internationally.

All domestic orders are shipped via UPS.  Please choose between Ground, 2-day, 3-day and overnight shipping and refer to the guidelines below for approximate shipping prices. The final price will be determined upon checkout. 

All orders of $500 and more will qualify for FREE domestic Ground Shipping.

For security reasons, all orders require a signature upon receipt. In addition, purchases cannot be shipped to P.O. Boxes or APO/FPO addresses, which are not secured by UPS.  Koi Suwannagate does not insure any package unless a specific request for insurance is made by the customer. Insuring a package (at the request of the customer) is paid for by that customer. Koi Suwannagate is not responsible for any lost or damaged package that is not insured by the customer.

Please allow 2 to 3 business days to process your order.  Orders are processed Monday through Friday, excluding federal holidays. Orders received on weekends and federal holidays will begin processing the next business day.  Orders are not delivered on weekends or federal holidays.

For international shipping, please contact shop@koisuwannagate.com or call 323-224-9998 between PST 9:00 am – 5:00 pm.

Koi Suwannagate will not accept responsibility for any delay in dispatch of orders. Any delay caused by payment authorization, time or day order is received or availability of merchandise is at the discretion of Koi Suwannagate.

RETURN/EXCHANGE POLICY

We accept returns and exchanges for store credit only. Please read the following carefully for detailed information on guidelines and procedures relating to returns and exchanges.

We will not accept exchanges for any items without a tag or those items, which have been worn, washed or altered. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.  If a customer has received her order in which there were no tags attached to the merchandise, she should notify us by email to shop@koisuwannagate.com.

For all exchanges, please email us at shop@koisuwannagate.com within 10 days of your order delivery date and we will issue a Return Authorization Number (RA#). We require that all merchandise require an RA# to receive store credit.

Returns received outside of this time period are accepted at the discretion of Koi Suwannagate and can only be refunded as a store credit. Koi Suwannagate cannot guarantee that we will be able to process those requests for returns or exchanges without RA#s.

All returns must be shipped pre-paid via major courier service with tracking capabilities (i.e., Fedex, UPS, DHL, USPS).

How to process a return/exchange:

• All returns must be authorized by Koi Suwannagate. Please send a return request to shop@koisuwannagate.com with a brief explanation of your return/exchange, as well as the merchandise style name.
  
  
• Upon receipt of a return authorization number (RA#) from Koi Suwannagate, please complete the merchandise return form (sent with original package) and write the RA# on the return form.  Include the return form in your return package.
  
  
• Pack and securely seal the merchandise, in the original package if possible, and mark your RA# on the outside of the box. Send pre-paid via major carrier (UPS, FEDEX, DHL, USPS) to:

Koi Design Studio, Inc.

Attn: Online Returns

1060 East Cesar Chavez Avenue

Los Angeles, CA 90033

USA

• Email the tracking number shop@koisuwannagate.com
  
  
• For exchanges, the new item will be shipped out (upon availability) with the second shipping rate charged to the credit card used for your original purchase.
  
  
• Once the exchange process is complete, you will receive an email confirmation of your return/exchange verifying the transaction.  Please retain this document for your records.

We reserve the right to reject any returns and exchanges that do not comply with the conditions stated above.  If your package is not accepted, it will be sent back to you at your expense and a refund or exchange can not be granted.  For any questions regarding your return/exchange please email shop@koisuwannagate.com.

GIFT RETURN

If you have received a Koi Suwannagate item as a gift, you can return it in exchange for a store credit (you will need to be registered with us).  This allows you to exchange your unwanted gift for another item by using this credit to place a new order online.  Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties. 

TRACKING YOUR ORDER

An order confirmation will be sent to you by email once your order is received. In addition, a shipment confirmation with the tracking number will be emailed to you once your order has been shipped. For deliveries within the US, you can check the status of your shipment by entering your tracking number at www.ups.com International deliveries can be tracked via www.USPS.com (United States Postal Service).

APPLICATION LAW

The laws of the State of California govern the supply of products from this website, without giving effect to any principles of conflict of laws.  In connection with any litigation, without limiting our right to bring and action against you in any jurisdiction, you agree to submit to the exclusive jurisdiction of and venue in the state courts located in the county of Los Angeles, in the city of Los Angeles and in the federal courts located in the District of Los Angeles.