FAQ's

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

I have seen professional products in the drugstore or other online retailers - are they the same?

Products you find at varying retailers that are not professional salons are diverted product. Diverted products are not backed by a manufacturer guarantee and run the risk of having diluted formula, old or expired product that may not be safe to use.  Purchasing from retailers that are not a professionally affiliated haircare website, there is potential of receiving contaminated or counterfeit products that can cause irritation or even infection.

Price Promise

A HUGE THANK YOU, for supporting a local, female owned Canadian small businesses!  Our goal is to offer you top of the line tools and products at competitive pricing however, sometimes you can find a deal out there. If you discover a regular priced product on a professional Canadian website that is not an affiliate site (amazon, ebay, etc.) we will offer a price match.

 All we ask:

  - Document the lower price with a screen shot or a picture of the product
  - Send the photo to shop@houseofkiyo.com with your order number

We will commit to getting back to you within 48 hours with either an online credit for future purchases or a refund of the difference in price. Please note, this decision is at our sole discretion.

When would I select in store pick up?

If you are local to Nanaimo or Parksville you can select to pick up in store at NO COST.

 

What is your exchange and return policy?

If you are unsatisfied with your product please contact shop@houseofkiyo.com and we will help to find a solution to your hair and skin needs. All orders are EXCHANGE or CREDIT only within 14 days of receiving the item. Should the product be damaged or broken we will happily replace the item. ALL SALE ITEMS ARE FINAL. We strive to ensure you love each and every product you purchase. We will work our hardest to ensure 100% satisfaction with your product.

All exchanges should be returned to 404 Stewart Ave, Nanaimo BC, V9S 4C6