FAQ
Questions before you click "Add to Cart"?
We get it. Below are the most common ones — answered in the way we'd answer them if you DM'd. If something's not here, DM @kimwooodesigns on Instagram — we answer same-day during business hours.
Shipping & Delivery
How fast do orders ship?
Place your order before 3PM CT and it ships the same day. After 3PM, it goes out the next business day. We don't ship Saturdays or Sundays.
Do you offer overnight shipping?
Yes — choose Overnight Express at checkout. Order by 3PM CT and it lands the next business day.
Is shipping free?
Free standard shipping on U.S. orders over $150. Under $150, flat shipping rates apply at checkout.
Where do you ship?
Currently U.S. only. International shipping is coming soon — DM us to get on the list.
Why isn't my tracking updating?
Tracking can take 24–48 hours to refresh after the carrier picks up the package. If it's been more than 48 hours with no movement, DM us with your order number — we'll chase it down.
My order is for an event this weekend. Will it make it?
Tell us the event date in our DMs before you check out and we'll confirm the timing. We routinely turn around Friday and Saturday events from Wednesday orders with Overnight Express.
Returns & Exchanges
What's your return policy?
Returns accepted within 14 days of delivery on unworn, untagged items with original packaging. Sale items, intimates, and final-sale pieces are non-returnable. Full details in our Refund Policy.
Free returns?
Free returns on your first order. After that, return shipping is deducted from your refund.
How do I start a return?
Reply to your order confirmation email with your order number and the item(s) you're returning. We'll send a return label within 24 hours.
Can I exchange for a different size?
Yes — start a return for the original and place a new order in the size you want. We don't hold inventory for exchanges because sizes move fast.
My item arrived damaged. Now what?
Photograph it the moment you open the package and DM us within 48 hours. We'll replace it free or refund you in full — your call.
Sizing & Fit
How do I know my size?
Every product page has the model's size, stretch level, lining detail, and length measurements. If you're still between sizes, DM us your bust, waist, and hip measurements — we'll pick the right one for the specific piece.
Do your pieces run true to size?
We tell you on every product page. "True to size," "size up at the bust," "size down for a tighter fit" — we don't hide it.
Do you carry plus sizes?
We carry XS through XL on most pieces; select pieces go up to XXL. Our fit notes are honest — if a piece doesn't work for mid-size or curve, we say so.
Can I order top and bottom of a set in different sizes?
On most sets, yes — DM us with the product name and the two sizes you need.
Orders
Can I change or cancel my order?
We ship fast. If your order is unfulfilled, we can edit it — DM us within 30 minutes of checkout. Once it's marked "shipped," changes have to go through returns.
Can I add a gift note?
Yes — at checkout, leave the note in the "Order notes" field. We'll handwrite it on a packing slip insert.
Do you offer gift cards?
Yes — find them in the main menu. Delivered digitally within minutes of purchase.
What payment methods do you accept?
Visa, Mastercard, Amex, Discover, Apple Pay, Google Pay, Shop Pay, and Klarna (4 interest-free payments).
Stylist In Your DMs
How does the stylist service work?
DM us with the event, your size, and your vibe. We'll pull 3–5 looks within hours. It's a real human reading every DM — not a chatbot — and it's free.
Can you put together a full look for me?
Yes — head to toe, including shoes and accessories. Tell us where you're going, your size, and your style.
Do I have to buy if I DM?
No. Browse, ask, take a screenshot, come back later. We're here.
What hours do you answer DMs?
Monday–Saturday, 10am–8pm CT. Closed Sundays. We aim to respond within 2 hours during business hours.
Product Care
How do I wash lace, mesh, and rhinestone pieces?
Hand wash cold, lay flat to dry. Never machine wash anything with rhinestones or feathers. Steam — don't iron — to remove wrinkles.
My feathers are shedding. Is that normal?
A little shedding is normal on the first wear. Use a lint roller before you step out. If it's heavy shedding past the second wear, DM us — we'll make it right.
Are your pieces sheer in person like in photos?
We tell you on every product page. "Fully lined," "partially lined," "sheer — wear a bodysuit," etc. The fit notes are the truth.
Contact
How do I reach you?
Two ways:
- DM @kimwooodesigns on Instagram — fastest, usually under 2 hours during business hours
-
Email
sales@kimwooo.comfor anything more complex (order issues, wholesale, press, partnerships)
When are you open?
Monday–Saturday, 10am–8pm CT. Closed Sundays. Orders still ship 7 days a week — we just don't answer DMs on Sunday.