Customer Service

At Shop the Kei, we want to ensure your experience is as easy and enjoyable as possible. Whether you need guidance on sizing, caring for your clothes, or have other questions, we've got you covered.

White clothing drying outside on a line with trees and a blue sky background

Clothing Care

Taking care of your clothing ensures its longevity, keeping it looking beautiful season after season. Here are some tips to keep your Shop the Kei items in top shape:

  • Wash Cold: Always wash your clothes in cold water to preserve color and fabric.
  • Gentle Cycle: Use a gentle cycle for delicate fabrics to avoid wear and tear.
  • Air Dry: We recommend air-drying your garments by laying them flat or hanging them up. Avoid wringing or twisting to maintain their shape.
  • Avoid Bleach: To preserve colors and fabric integrity, skip the bleach.
  • Iron with Care: If your garment needs ironing, iron on low heat or use a steam setting to remove wrinkles gently.

For more detailed care instructions, check the care labels on each item.

Sizing Guides

Refer to our Sizing Charts to guide you in choosing the right size for your style.

  • Women’s Sizing: for women's clothing to understand measurements like bust, waist, and hips.
  • Kids’ Sizing: to find the best fit for our growing mini customers.

Still unsure? Chat with our stylists for personalized fit advice—we're happy to help!

Returns & Exchanges

Refer to our Refund Policy

📬 How do I return my order?

The fastest way to start a return is via our chat. Just click the button in the bottom left corner and:

  1. Share your order number
  2. Let us know which item(s) you’re returning and why
  3. Confirm your email address
  4. We’ll email you a prepaid return label
  5. Print, package, and drop it off at the post office
  6. Once received, we’ll begin your refund within 2 business days, and funds typically appear within 3–5 business days

🔁 How do I exchange an item?

We don’t keep local inventory for most items, as many designs ship directly from our designers. If you need a different size or style, the best way to exchange is to chat with our team.
Our stylists will assist you in finding a better fit or alternative based on your preferences. We’ll also let you know if the item is available for direct exchange.

❓ Need More Help?

If you need assistance beyond what’s covered here, feel free to reach out to us via the chat button in the bottom left corner or through the contact form on this page.

We'd love to hear from you!