Have you heard? Our shop has moved to 256 Wallace Street in Nanaimo, BC!

Shipping & Returns

Standard Ground Shipping:

  • All orders are packed and processed on Wednesdays and Fridays. If you order on a Monday your order will be processed on the Wednesday of that week.
  • In the event your product is out of stock it will take two business days to get to the salon. It will then be shipped the Wednesday or Friday after it arrives.

    Our Standard Shipping carrier is Canada Post for all deliveries, in order to accommodate all shipping needs across Canada.  Canada Post will deliver your package to the address indicated on your order. If there is no one available to receive the order, Canada Post will hold your parcel at the closest post office where you will be able to pick it up within a set time frame. In the event the parcel is refused or not picked up within this time frame, it will be sent back to House of Kiyo with the option of re-shipping (at a cost) or refund, less a 20% processing fee.
  • In the event of a Canada Post outage, shipping will be through UPS or FedEx following the same conditions as above.
  • Tracking is available through Canada Post and will indicate the estimated delivery date.
  • Express and Priority shipping are usually available at an additional cost.
  • Aerosol items are not eligible for air shipping due to government regulated shipping standards.
  • All orders are FREE over $75 (with standard shipping rates).
  • All standard shipping is $10 flat rate.

For additional shipping questions please contact shop@houseofkiyo.com


What is your return/exchange policy?

We will happily exchange (or apply in store credit) on any full size, regular priced product within 14 days of receiving goods.

Here's what you should know:

      • Returns must be a 3/4's full, with proof of purchase.
      • Returns must be initiated within 14 days of receiving your order
      • All returns orders are the customers responsibility for shipping expenses. 
      • Exchanges can be done at either location in person with 14days of purchase
      •  All Sale items, hot tools, styling tools, travel size products, hair accessories are all FINAL SALE.

What is the warranty on your Styling Tools?

We stand by the quality of our products. All styling tools are warranted against manufacturing defects for a full year from date of purchase. Apparel, accessories, and other boutique items are not covered by warranty.  If you have any issues, please email us at shop@houseofkiyo.com and one of our customer service team will respond to your request as soon as possible.

I made a mistake. Can I change my order

We strive to process orders as quickly as possible. But we will try to accommodate any order change. The quickest way to get a hold of us is by emailing us at shop@houseofkiyo.com Please be sure to include your order number and to let us know what changes need to be made. We will be sure to let you know, as quickly as possible, whether we were able to make the wanted changes.


What payment methods do you accept?

We accept Visa, Mastercard, PayPal and ApplePay for online orders.

Do you have any discount codes available?

We do not offer discount codes at the moment, however, we do run special promotions through our newsletter list from time to time. If you would like to hear about promotions first please subscribe to our newsletter in the footer of this page.


I never received a confirmation email. What should I do?

If you haven't received an order confirmation email, it is likely the result of one or two things:

  • Your order was never actually placed and processed.

  • You have entered an incorrect email address with your order

If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please email or call our customer service department:

Email: shop@houseofkiyo.com

Phone: (250) 716-9916