FAQ
FAQ
About Kotoba
What is Kotoba?
Kotoba is a word-based cap brand. “Kotoba” means “words” in Japanese. We create everyday pieces embroidered with phrases that carry mood, memory, and meaning. Words that walk with you.
Where is Kotoba based?
Kotoba is an online-only brand based in Japan. We currently sell through our official online store.
Do you have a physical store?
No. Kotoba is currently available online only.
Products
What kind of products do you sell?
Kotoba mainly creates embroidered caps featuring simple words and phrases. Each piece is designed to be easy to wear, quiet in style, and meaningful in detail.
Are the designs embroidered?
Yes. Kotoba designs are embroidered on the cap. The embroidery placement may vary depending on the product design, such as the front, side, or other areas of the cap.
What is the cap made of?
Our classic cap is made from 100% chino cotton twill. Please note: the Green Camo color is made from 35% chino cotton twill and 65% polyester.
What is the fit like?
The cap has an unstructured, 6-panel, low-profile construction with a soft, natural shape. It is designed for everyday wear.
What size is the cap?
The cap is one size with an adjustable strap. Approximate head circumference: 20 ½″–24 ⅜″ / 52–62 cm. Crown height: 3 ⅛″ / 7.6 cm.
Is the strap adjustable?
Yes. The cap has an adjustable strap with an antique buckle.
Orders
Are items made to order?
Yes. Kotoba products are made to order. This means each item is produced after your order is placed, helping us avoid unnecessary inventory and waste.
Can I change or cancel my order after placing it?
Please contact us as soon as possible after placing your order. Because our products are made to order, we may not be able to change or cancel an order once production has started.
I entered the wrong address. What should I do?
Please contact us immediately at info@kotoba-wear.com. If your order has not yet entered production or shipment, we will do our best to update the address. Once the order has shipped, we may not be able to make changes.
Shipping
Do you ship internationally?
Yes. We offer worldwide shipping.
How long does shipping take?
Each item is made to order. Estimated production time is 3–7 business days. Estimated shipping time after production: Japan: 2–5 business days; Asia / North America: 5–10 business days; Europe: 5–12 business days; Rest of world: 7–15 business days. Please note that delivery times are estimates and may vary depending on location, customs, weather, or carrier delays.
Will I receive a tracking number?
Yes. Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.
Are customs duties or import taxes included?
Customs duties, import taxes, and local fees are not included in the product price or shipping fee. These charges may be applied by your country or region and are the customer’s responsibility.
Returns & Refunds
Can I return or exchange an item?
Because Kotoba products are made to order, we generally do not accept returns or exchanges for customer convenience, including size mistakes, color preference, or change of mind. Please check the product details carefully before placing your order.
What if my item arrives damaged, defective, or incorrect?
If your item arrives damaged, defective, or incorrect, please contact us within 30 days of receiving your order. Email: info@kotoba-wear.com. Please include your order number, a brief description of the issue, and clear photos of the item and packaging. We will review the issue and arrange a replacement or refund when applicable.
Can I return an item because I ordered the wrong size or color?
Unfortunately, we cannot accept returns or exchanges for incorrect size, color, or order mistakes, as each item is made to order.
Are shipping fees refundable?
Shipping fees are generally non-refundable.
What about customers in the EU?
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. Please refer to our [Refund Policy] for full details on how to exercise this right.
Payments
What payment methods do you accept?
Available payment methods are shown at checkout.
Is checkout secure?
Yes. Payments are processed through secure checkout systems provided by Shopify and supported payment providers.
Care
How should I care for my cap?
To keep the embroidery and shape in good condition, we recommend spot cleaning gently with a damp cloth. Avoid machine washing, tumble drying, bleach, or harsh cleaning products.
Can the embroidery look slightly different from the product image?
Slight variations may occur due to the nature of embroidery, fabric texture, lighting, and screen settings. These small differences are part of the character of a made-to-order embroidered product.
Contact
How can I contact Kotoba?
For questions about your order, product details, shipping, or returns, please contact us at info@kotoba-wear.com.