CUSTOMER SERVICE

Product Availability
Custom Orders
Payment Methods & Pricing
Shipping Policy
Return/Exchange Policy
Gift Return
Order Tracking
Application Law

PRODUCT AVAILABILITY
KoiSuwannagate.com products available for purchase online are subject to availability. We reserve the right to limit the quantity of products we supply, and may supply only part of an order. We will inform you if we are unable to fill your order.


CUSTOM ORDERS
We endeavor to give customer satisfaction and offer the option to customize selected 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 fulfilled and, if so, we will send you a price estimate. Please allow 2 to 4 weeks for custom orders, depending on fabric availability. All custom orders are 100% prepayable and are considered final sales.


PAYMENT METHODS & PRICING
We accepts payment via major credit cards.

All prices are in U.S. dollars. 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 New York City. 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 exchanging an item will not be refunded.


SHIPPING POLICY
Orders are shipped both within the U.S. and internationally.

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

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 and FedEx. KoiSuwannagate.com does not insure any package unless a specific request for insurance is made by the customer. If a customer requests insurance than the cost is paid for by that customer.. KoiSuwannagate.com 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 be processed on the next business day. Orders are not delivered on weekends or federal holidays.


U.S. Shipping Cost Guidelines (per garment)

Three day shipping: $35
Overnight shipping: $85
Orders $500+ Sometimes we will have a free shipping promotion, notified by email. Please sign up for these.
Free shipping will be applied to your order on the payment page.


International Delivery Time & Cost (per garment)

Three to five days $165 for deliveries scheduled betweenbetween 9am-5pm, Monday to Friday.

• You will receive your purchases in 3-5 working days after your order has been
placed.


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


RETURN/EXCHANGE POLICY
We do not issue refunds; we accept credit for exchanges only. Please read the following carefully for detailed information about guidelines and procedures relating to exchanges.

We will not accept exchanges for any items returned Without all original tags attached, Any items which have been worn, washed or altered.
We strongly advise all customers to check their garments thoroughly and carefully upon delivery and before removing any attached tags or disposing of the original packaging.
If a customer receives an order with no tags attached to the merchandise, please notify us immediately by email to studio@koisuwannagate.com

For all exchanges or store credits please email us at studio@koisuwannagate.com within 5 days of receiving your merchandise, and we will issue an Exchange Merchandise Authorization Number (EMA). We must receive the merchandise back within 14 days after the EMA is issued.

To use store credit, your exchanged items must be higher or equal In value to the original price. Exchanges received outside this time period are accepted at the discretion of KoiSuwannagate.com, and can only be exchanged as a store credit. KoiSuwannagate.com cannot guarantee to process exchange requests without EMAs.

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

How to process an exchange:

• All exchanges must be authorized via KoiSuwannagate.com. Please send a request to studio@koisuwannagate.com with a brief explanation of your exchange, as well as the merchandise style name.
• Please complete the merchandise exchange form (sent with the original package) and write the EA# on the return form. Include the exchange form in your exchange package.
• Pack and securely seal the merchandise, in the original package if possible. Send pre-paid via a major carrier (UPS, FEDEX, DHL, USPS) to:

Koi Suwannagate
Attn: Online EXCHANGE
620 West 42nd. Street, #39G
New York, NY 10036
USA

 

• Please note, store credit is valid for one year only from the issue date.

• Email the tracking number to studio@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 returned to you at your expense, and no refund or exchange can be granted. If you have any questions regarding your return/exchange please email studio@koisuwannagate.com


GIFT RETURN
If you have received a KoiSuwannagate.com item as a gift, you can return it in exchange for a store credit. Please note that you will need to be registered with us for this. This will allow you to exchange your unwanted gift for another item by using the credit to place a new order online. Please be aware that you will be required to pay any difference in cost, as well as any additional shipping costs, taxes and import duties. Also please note that store credit is valid fro one year from the issue date.


TRACKING YOUR ORDER
An order confirmation will be sent to you by email once we have received your order. In addition, a shipment confirmation with the tracking number will be emailed to you once your order has been shipped. You can check your shipment status both within the US and internationally by entering your tracking number at https://www.fedex.com/fedextrack/


APPLICATION LAW
The laws of the State of New York 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 New York City, in the city of New York City and in the federal courts located in the District of New York City.