Frequently Asked Questions
Yes, our products are specifically designed for the unique needs of Asian hair. We understand that Asian hair is unique and requires specialised hair care solutions due to lifestyle, weather, diet, and other. Our products have been formulated to address these specific needs and provide optimal results for Asian hair types.
While our products are designed specifically for Asian hair, they can be used by anyone looking for high-quality hair care solutions. Our products are formulated with ingredients that are suitable for all hair types and textures.
Our products are formulated with high-quality ingredients that are effective for all hair types, including non-Asian hair. While our products are specifically designed to meet the unique needs of Asian hair, they have excellent results for all hair types and textures. So, whether you have curly, straight, fine, or thick hair, our products can help you achieve your desired look and maintain healthy, beautiful hair.
Yes, all of our products are safe to use on colour-treated hair.
We understand the importance of protecting your hair colour and ensuring it stays vibrant and long-lasting. We also have a range of products specially designed and formulated for colour-treated hair, so you can enjoy beautiful, healthy-looking hair for longer.
Yes, all of our products are safe to use on hair post-Keratin treatment.
All our hair care products are made in Italy.
Yes, all our products are cruelty-free and have not been tested on animals.
If you’re in Singapore or Hong Kong, you can book a personal in-salon consultation here. Otherwise, you can send your questions to us via the Hair Concierge.
If you need to cancel or change your order, please email our Customer Service Team at email@example.com within *24 hours of the order and we will do our best to accommodate your request and there might be additional shipping costs involved.
*Please note that we process orders quickly, so if your order has already been shipped, we may not be able to make any changes or cancellations.
However, we can help you initiate a return or exchange once you receive the order. Our customer service team is here to assist you and ensure that you have a positive shopping experience with us.
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
We offer flat rate shipping to Singapore, Hong Kong and Macau.
SGD$5 (Flat rate shipping)
Free shipping for orders over SGD$170
Hong Kong SAR, China
HK$40 (Flat rate shipping)
Free shipping for orders over HK$1000
Macau SAR, China
HK$55 (Flat rate shipping)
Free shipping for orders over $170 SGD
You can skip the shipping fees by picking up at the kimrobinson salon in Singapore, address indicated below. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 3 to 5 business days. We will send you an email when your order is ready along with instructions.
Store pick-up in kimrobinson, Singapore
#02 – 12 Ngee Ann City, Singapore
Our in-store pickup hours are 10am to 8pm, open daily except during the Chinese New Year period.
Please have your order confirmation email with you when you come.
We offer shipping to these countries currently:
Within Asia: Brunei, Cambodia, India, Indonesia, Japan, Korea, Laos, Malaysia, Taiwan, Thailand, Vietnam.
Rest of the World: Australia, Canada, Dubai (United Arab Emirates), France, Italy, New Zealand, Norway, Switzerland, United Kingdom, United States of America.
Shipping charges for your order will be calculated and displayed at checkout.
Estimated delivery time
Singapore: 2 to 3 business days
Hong Kong SAR, China: 2 to 3 business days
Macau SAR, China: 3 to 4 business days
Rest of Asia: 3 to 7 business days
Rest of the world: 7 to 15 business days
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Kimrobinson is not responsible for these charges if they are applied and are your responsibility as the customer.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 5 business days of receiving your shipping confirmation email, please contact the Customer Service Team at firstname.lastname@example.org with your name and order number, and we will look into it for you.
If you cannot be reached for delivery after two attempts, the order may risk being cancelled and not refunded.
We ship to commercial and residential addresses only. P.O. box and logistics centres are not accepted for any delivery.
Returns, Refunds and Exchanges
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. Postage/courier fees for sending the exchange/return item to us are to be borne by you.
To be eligible for a return, your item must be in the same condition that you received it and are subject to the following terms and conditions**:
- Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- Hair brushes are non-exchangeable and non-returnable for hygiene and safety reasons.
- Opened hair care products are non-exchangeable and non-returnable for hygiene and safety reasons.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
You’ll also need the order confirmation or proof of purchase.
To start a return, please email our Customer Service Team at email@example.com within 15 days of receiving your order. In most cases, we will refund the full order amount minus the shipping costs for the return.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Do email our Customer Service Team at firstname.lastname@example.org right away.
We are here to help you resolve the issue as quickly and easily as possible. We may need to ask for photos or additional information to assess the situation, but we'll work with you to offer a replacement, exchange, or refund depending on the circumstances. We will refund the full order amount minus the shipping costs for the return.
All returns must be sent back to us within 15 days of contacting Customer Service Team. Postage/courier fees for sending the exchange/return item to us are to be borne by you.
Hair brushes and opened hair care products are non-exchangeable and non-returnable for hygiene and safety reasons, according to our terms and conditions.
Once these items have been used or opened, we cannot accept returns or exchanges. However, if you receive a damaged or defective product, please email our Customer Service Team at email@example.com, and we will do our best to address the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Please email our Customer Service Team at firstname.lastname@example.org, and we will do our best to address the issue and make it right.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact our Customer Service Team at email@example.com.