faq
You asked, we answered
Orders & Shipping
How long does it take to process my order?
Orders are typically processed within 1 business day. During periods of high demand, processing may take up to 3 business days.
When will I receive my tracking number?
You will receive a tracking number as soon as your order ships.
Do you ship internationally?
Yes. KI-OKU ships to the United States, Canada, and the European Union. Shipping rates and delivery times vary by destination and are calculated at checkout.
How much does shipping cost?
We offer free shipping on all US orders over $50. International shipping rates are calculated at checkout based on your location.
My order says delivered but I haven't received it — what do I do?
We're sorry to hear that. Please check with neighbors and any safe drop locations first. If your package is still missing, contact us at olivia@ki-oku.com within 7 days of the delivery notification and we'll do our best to resolve it.
Can I change or cancel my order after placing it?
We process orders quickly, so changes and cancellations are not guaranteed. Contact us at olivia@ki-oku.com immediately and we'll do our best to accommodate your request before your order ships.
The Soulmate Promise
How does The Soulmate Promise work?
We truly believe everyone and their mom can find a scent that feels like an extension of them so we created the Soulmate promise and here's how it works:
Try it first. Every full-size KI-OKU fragrance ships with a complimentary tester from the same batch. Use your tester for as long as you need before opening your full-size bottle.
30-day full refund. If after trying your tester the full-size bottle is still unopened, you have 30 days from delivery to return it for a full refund. Return shipping is on us for US orders.
60-day Soulmate Credit. Already opened your full-size bottle but it still doesn't feel like you? You have up to 60 days from delivery to claim your Soulmate Credit - $70 toward finding your perfect match. Keep your bottle, no return necessary.
All returns and credits are limited to one per customer. Learn more about The Soulmate Promise.
What is the Soulmate Credit and how do I use it?
The Soulmate Credit is $70 toward any full-size KI-OKU fragrance. If within 60 days of delivery your scent doesn't feel like you, reach out to us at olivia@ki-oku.com and we'll issue your credit. You have until the 60-day mark from your original delivery date to both claim and use it. Limited to one per customer.
What qualifies for a full refund vs the Soulmate Credit?
If your full-size bottle is unopened and returned within 30 days of delivery, you qualify for a full refund. If you've opened your bottle and within 60 days from your original delivery, it still doesn't feel like you, you qualify for the Soulmate Credit. Both are part of The Soulmate Promise.
How do I book a Scent Soulmate Session?
The Scent Soulmate Session is a complimentary 20-minute personal consultation with our founder to help you find your perfect era. It is available to Soulmate Credit holders, with 50 sessions available per month. To book, contact us at olivia@ki-oku.com with your order details.
I'm an international customer — am I eligible for The Soulmate Promise?
Absolutely. The Soulmate Promise applies to all KI-OKU customers worldwide. For international orders, the 30-day physical return is not available due to shipping costs, but your Soulmate Credit is fully honored. Keep your bottle and receive $70 toward your next full-size fragrance, no return necessary ♥️
Is the Soulmate Credit transferable?
The Soulmate Credit is non-transferable and limited to one per customer.
Products
What is extrait de parfum and how is it different from eau de parfum?
Extrait de parfum is the highest concentration of fragrance available, typically containing 20-40% pure fragrance oil compared to 15-20% in eau de parfum. This means longer wear, deeper sillage, and less product needed per application. All KI-OKU fragrances are extrait de parfum 30% concentration.
How long does the fragrance last on skin?
KI-OKU fragrances typically last 10-12 hours on skin, with some lasting up to 16 hours depending on your skin type, body chemistry, and the specific fragrance. Drier skin types may find the scent fades faster. Applying an unscented moisturizer before spraying can significantly extend wear time.
How should I apply extrait de parfum for best results?
Apply to pulse points- wrists, neck, behind the ears, and inner elbows. These areas emit heat which activates and projects the fragrance. Allow it to dry naturally rather than rubbing, as rubbing breaks down the fragrance molecules and shortens wear time. Less is more with extrait de parfum concentration.
Are your fragrances vegan and cruelty free?
Yes. All KI-OKU fragrances are 100% vegan, with no phthalates, no parabens and cruelty-free. Always.
Do your candles contain paraffin or are they natural wax?
KI-OKU candles are made with virgin coconut soy wax- a clean, natural blend that burns cooler, longer, and more evenly than paraffin. It's also biodegradable and better for air quality in your home.
What is the burn time on your candles?
Our 7.5 oz candles have an approximate burn time of 40-50 hours when properly cared for.
How do I use the room spray?
Hold the bottle 20-30cm from the surface and spray into the center of the room, onto soft furnishings like cushions and curtains or even rugs, or into the air as you walk through it. Avoid spraying directly onto delicate fabrics or polished surfaces.
Room spray longevity depends on the size of your space and ventilation. In an enclosed room, the scent typically lingers for several hours. Soft furnishings like curtains and cushions will hold the scent longest.
Discovery Set
What scents are included in the discovery set?
The discovery set is fully customizable- you choose which scents you want to explore. Select any combination from the full KI-OKU collection and we'll put together your personal discovery set. It's the easiest way to find your era before committing to a full-size bottle.
How do I redeem my $20 credit from the discovery set?
Your $20 credit is applied automatically at checkout when you purchase a full-size bottle. Simply add your chosen full-size fragrance to your cart and the credit will be available to apply at checkout.
Does the discovery set credit expire?
Your $20 discovery set credit is valid for 90 days from the date of purchase.
General Brand
Where are you based?
KI-OKU is based in Los Angeles, California. We do not have a physical store at this time, but we are available online at ki-oku.com and through select retail partners.
Are your fragrances unisex?
100%. Every KI-OKU fragrance is designed to be worn by anyone. Scent has no gender- only eras.
How should I store my fragrance?
Store your fragrance away from direct sunlight, heat, and humidity. A cool, dark place like a drawer or cabinet will preserve the integrity of the fragrance for years. Avoid keeping it in the bathroom where temperature and humidity fluctuate.
What does KI-OKU mean?
KI-OKU is inspired by the Japanese word 記憶 meaning memory. But it goes deeper than that. We believe your scent is an extension of who you are right now - your era, your mood, your identity in this moment. When you find the one that truly feels like you, something powerful happens: it becomes how people remember you. Not just a fragrance you wore, but a feeling you left behind. That's KI-OKU- find your extension, leave your memory.