Frequently asked questions

Yes! We offer free tracked shipping on all orders to the following countries: Australia, Canada, Denmark, France, Germany, Ireland, Italy, New Zealand, Spain, Switzerland, United States of America.

If you wish your country to be listed here you can mail us at [email protected].

We provide a shipping number to all of our products. You will receive a notification when your order is shipped with a tracking number. If you didn’t receive one, you can mail us at: [email protected]

We ship worldwide! and provide free shipping to the following countries: Australia, Canada, Denmark, France, Germany, Ireland, Italy, New Zealand, Spain, Switzerland, United States of America.

Learn more about shipping in our Shipping policies.

We can not guarantee a delivery by a certain date (due to many factors). Please order early for special occasions.

We ship your orders from various international warehouses (US, China, Japan, Hong Kong, Europe). Our stock is spread out over multiple fulfillment centers and warehouses. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don’t panic, if you don’t receive all of your items at once… they are on the way.

Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number. You can cancel your orders as only if it has the processing status (first 24 hours after the payment is done).

All of clothes are measured based on Asian sizes which generally run 1-2 smaller than US/EU sizes.

Since we use Asian sizes, it’s always recommended to pick bigger sizes.

Here’s a table with approximate conversions:

Example: If you normally wear US M (EU 48), you’d likely need an Asian XL.

However, it’s advised to check the size guide for the product to measure it accordingly (if you like to wear oversize).

If your size doesn’t fit you can start a return process. However we only accept it if the size differs to greatly from the size chart (>7cm/>3in).

You can use the general conversion size guide provided below.

If you’d like more precise measurement for your product you can contact us with the product link or name.

We currently accept all major credit/debit cards. You can the available payment options for you in the checkout page.

We are using the highest security standards and all your sensitive payment information – i.e. Credit Card details – that are being transmitted during the checkout process, will be encrypted. Also, we are backed up by Paypal Secure Payments™ so you don’t have to worry, that any unauthorized party will get access to your payment details.

All our products are listed in US Dollar. However, you can pick your currency of choice in the top navigation bar or on the footer. If you are paying in a different currency, currency exchange fees might be applied.

Yes! You are covered by our buyer protection and we offer a 15-day money-back guarantee return policy after receiving your order.

We also offer you a 30-day refund guarantee, given the following cases:

1) The product you received is different from the one you ordered

2) The item has arrived damaged or malfunctioning

3) Your order never arrived

For more comprehensive information, please check our Refund Policy.

To qualify for a refund on your returned order, items must be unused, in original condition, with tags and packaging intact.

Contact us at [email protected] with your order number, item(s), and reason to start the return process.

For more comprehensive information, please check our Refund Policy.

In case you have mistakenly ordered the wrong item or the wrong variant and the item has not yet been shipped out, please send us an email and make your corrections accordingly.

In case it has been shipped out already, we can’t issue a refund.

Simply browse on our website and choose your desired products. Add them to cart and once you have them all together, click on “checkout”, fill in your contact and shipping information, proceed to the payment and either pay

1) with Credit/Debit card

2) with Paypal

3) Pay Later options like Affirm or Klarna

4) Local payment options depending on your region

and that’s it!

You will receive a confirmation e-mail right after, that your order has been placed.

In case you should encounter some technical issues, we are always happy to help. Just reach out via email to: [email protected]

In case you’ve changed your mind regarding your order, picked the wrong model or variant or a product accidentally got into your cart and you didn’t recognize it but you’d followed through with the payment…

1. Before processing: Cancel within 1 hour of purchase → full refund.
2. During processing: Cancel within 24 hours of order status changing → full refund excluding processing fees (usually 3% of the order value).
3. After shipping: Strictly non-refundable.

In case you’ve chosen the wrong model or variant or a product accidentally got into your cart and you didn’t recognize it but you’d followed through with the payment…

1. Please send us an e-mail to [email protected] and make your corrections.
2. Reply to the order confirmation email with your corrections/amendments as soon as possible.

Corrections are only applicable, as long as your item hasn’t been shipped out yet.

If you want to return the item, send us an e-mail to [email protected] and we are going to provide you the return address.

Returning costs are being paid by the customer and once we received your items back in our warehouse, we will send you a full refund.

You always need to pay taxes. The only taxable events you’ll encounter in our Site is when you make a purchase.

We’ve streamlined our checkout process to make it easier for you, ensuring that the final price accurately reflects your cart’s value.

If you’re a US citizen, rest assured that you won’t be charged for sales taxes. We’ve already included the tax in the product prices for all our US customers.

As an EU resident, you won’t need to pay VAT. We’ve already taken care of that expense through our warehouse and suppliers.

However, it’s important to note that different jurisdictions may impose customs taxes and import fees. Legally, these charges fall on the customer, not the provider. Fortunately, such occurrences are quite rare. If your package does happen to be subject to these fees, we’ll promptly notify you (some shipping providers may have a legal obligation to cover these fees).

Dealing primarily with low-value products, you typically won’t be asked to provide a TAX ID/RUC/RNC or any other identifier.

If you’re an EU resident, there’s no need for you to provide one, as we’ve already handled the tax expenses using our own IOSS ID.

However, in certain jurisdictions, it may be necessary to include a TAX ID/RUC/RNC or a similar identifier on the shipping label. Since each situation can vary, we’ll reach out to you via email promptly if we require this information for your specific case.

If your package is marked as delivered but you haven’t received it, please first check with your neighbors, family members, or local post office, as it may have been left nearby or marked delivered by mistake.
If you still cannot locate your package, report the issue to us within 15 days of the delivery mark. We’ll investigate with the courier and, if confirmed lost or stolen, we’ll work with you on a solution (reshipment or refund, depending on the case).

If you received the wrong product or your item arrived damaged, please contact us right away with clear photos or a short video showing the issue. Once verified, we will offer you either:

• A replacement (shipped at no extra cost), or

• A refund (partial or full, depending on severity and your preference).

While most packages arrive within the estimated delivery window, occasional delays may happen due to customs or logistics. If your order has not arrived after 60 days from purchase, please contact our support team. Under our Buyer Protection Policy, you are eligible for a full refund if your item does not arrive.

If you have sent us an email, we usually respond within 12-24 hours. The same responding times do apply, if you have reached out over our social media pages

In case you will not receive a response from us within 12-24 hours, your e-mail might have landed in OUR or YOUR spam folder of the e-mail inbox. Please check your spam folder first and make sure that you whitelist our addresses.

We have multiple addresses for different inquiries.

[email protected] – For contact only purposes, such questions and submissions.

support@kawaiisale – For support and technical related topics, like refund requests and customer related problems.

We may overlook your e-mail if it doesn’t correspond to the assigned inbox. However, we try our best to reply to all of them.