FAQS

The item I want is out of stock in my size. What can I do?

You can always drop us an email at hello@kinu.supply on the item(s) that you wish to purchase and we will advise on the possibility of a restock. Alternatively, you can always join the waiting list to be notified when the item is restocked.

Is it possible to change my shipping method?

Yes, but this is only possible if your order has not been dispatched from our warehouse. You may wish to drop us an email at hello@kinu.supply, and we will try our best to assist you.

Is my order confirmed once i check out successfully?

No, all products are subject to availability. In the event that your item(s) is not available, we will inform you within 3 working days from the order date. For such cases, the payment will be refunded via the original mode of payment. 

Can I amend or cancel my order after I’ve placed it?

Orders that have already been placed cannot be modified or cancelled. 

How do I redeem a promo code?

From time to time, we issue promotional codes to our customers. These offers may include a “promo code”, which may be activated under the ‘Promotional Code’ section of the checkout process. Enter the code, and it should be applied automatically to your order. If your promo code fails to activate it, it could be because it has expired, or perhaps the items in your shopping bag are not eligible. Do note that promo codes cannot be used in conjunction with any other offer or promotion, and only one discount can be used per order. Kindly bear in mind that the promo code has to be entered upon check-out to be valid.

As our t-shirts are printed using heat transfer method and has many fine prints, kindly take note of the following care guide:

Washing Instructions

1. Wash Inside Out: Always turn your t-shirt inside out before washing to protect the print.
2. Cold Wash Only: Use cold water (30°C/86°F or lower) to prevent damage to the transfer.
3. Gentle Cycle: Opt for a delicate or gentle cycle to reduce agitation.
4. Mild Detergent: Use a detergent that is free from bleach or harsh chemicals.
5. Avoid Fabric Softeners: Softeners can weaken the adhesive of the heat transfer and cause peeling. Most laundry pods contain softener, so do take note!
6. Do Not Overload: Washing too many items together can increase friction and damage the print.

Drying Instructions

1. Air Dry for Best Results: Lay flat or hang to dry in the shade. Avoid direct sunlight to prevent fading.
2. No Tumble Dry: High heat from dryers can cause the print to crack or peel.

Ironing Instructions

1. Turn Inside Out: Always iron the t-shirt inside out to avoid direct heat on the design.
2. Use a Low Heat Setting: Select the lowest temperature setting suitable for cotton or polyester fabrics.
3. Cover the Design: Place a thin cloth or parchment paper over the print before ironing if necessary.
4. Avoid the Transfer Area: Do not apply heat directly to the heat transfer design.

Additional Tips

• Do Not Dry Clean: The chemicals used in dry cleaning can damage the print.
• Avoid Stretching the Design: Be gentle when putting on or taking off the t-shirt to maintain the print’s integrity.
• Store flat or folded to prevent creases on the design.

By following these simple care steps, your heat transfer t-shirt will stay looking fresh and vibrant for longer!

How long does it take for my order to be shipped out?

Once payment has been received successfully, please allow up to 3-10 business days for your order to be shipped. You will get a shipping confirmation via email with tracking information as soon as it’s available. However, kindly note that shipping times are subjected to availability of merchandise.  

How do I track my package?

Singapore

To track your package, kindly refer to the email containing the tracking number.

International

Unfortunately we are still working out a suitable delivery partner for overseas order. Please email us at hello@kinu.supply if you'd like to purchase our products from anywhere outside Singapore!

How long does it take for my order to arrive?

Singapore

Orders shipped via Standard Courier Shipping will take about 1 – 3 working days. Do note that the delivery time is not inclusive of verification and administrative process. We are unable to determine delays caused by our delivery partners.

International shipping / customs

International shipping prices vary by country and the weight of your order. We do not take any responsibility for any customs charges, fees, etc. Customs charges are different for every country. We do our best to mark your order as a gift but sometimes we have no control over customs charging taxes and fees. Please email us at hello@kinu.supply.

Defective or Incorrect Items

If you’ve received a defective or incorrect item, please contact our Customer Service team at hello@kinu.supply within 5 working days of receipt. We’ll be happy to assist you in resolving the issue promptly.

General Policy

• All sales are final. However, if you receive the wrong item or size from what was ordered, please notify us promptly.
• We are not responsible for lost or stolen packages, so please ensure a secure delivery address.
• All approved returns or exchanges must be initiated within 10 days of delivery and adhere to the conditions below:

Return & Exchange Conditions

• Returned merchandise must be free from wear, stains, odor, or any condition that prevents it from being resold as new. Items must have their original tags and packaging intact.
• Items damaged due to improper washing, such as the use of softeners, bleach, or exposure to high heat, are not eligible for return or exchange. Please follow the care instructions provided to maintain the quality of your t-shirt.
• Original shipping charges are non-refundable, and all returns will incur a 20% restocking fee to cover labor and courier costs.

International Returns

International customers may return items to the address provided upon approval using a method of their choice, at their expense. We recommend choosing a traceable and insured service as we are not responsible for items lost in transit.

For any inquiries regarding your order, feel free to contact us at hello@kinu.supply.