FAQ

Most frequent questions and answers

Shipping

We contact our suppliers to ship the goods depending on the weight and size of the product. We currently work with USPS and CJ package in order to deliver in an average of 7-15 business days.

Yes! We offer free shipping on all orders to the countries listed on the Shipping Policy, however, ordering multiples quantities of the same product may delay the deliver of the package and increase the shipping price.

We ship your orders from various international warehouses (US, China, Japan and Thailand). 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. 

We are providing shipping only to the US, Canada, Australia, New Zealand, Great Britain and Spain. However, we may include more European countries soon enough! If you wish your country to be listed here you can mail us at ohayo@kawaiisale.com.

Learn more about shipping in our Shipping policies.

We provide a shipping number to most of our products. However, some of them might not have one. 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: support@kawaiisale.com

Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office. We will always do our best to assist you, but KawsaiiSale does not hold responsibility for packages that are lost or stolen in transit (as stated in our Terms). If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.


As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.

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.

COVID-19

Yes. Thank you. owo

Of course. The logistic processing of many countries has been drastically delayed and is affecting shipping times worldwide. That’s an issue unfortunately we can’t control. 

We have change our suppliers in order to provide faster delivery times. However, shipping times in your country mail service might experience delays. We expect to ship your products in less than 30 days.

We try our best to package your goodies with the best hygienic methods. However, we don’t have control over carriers or posting services, you may always practice good hygiene while receiving your package (i.e. washing your apparel and disinfecting your goods).

Payment

We currently accept payments only via Paypal. You can use your credit card or debit card in the Paypal checkout. Just make sure your shipping address is the same in our site as in the Paypal site.

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. If you are paying in a different currency, currency exchange fees might be applied.

Refunds

We 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

If the item is damaged, we request you to send us photos, to prove case number. Once we have evaluated the case, we will e-Mail you back and approve or disapprove the refund.

We may provide you the return address, but costs for delivery are being taken by the customer.

Exceptions apply for accidental orders, where we are not held being responsible and do not offer a refund.

 

There are 2 clear rules, where an order is NOT ELIGIBLE for a refund:

1) When the tracking code for the order indicates that your order has been delivered, as we would otherwise open the doors widely for fraudulent practices. 

2) When it has come clear that delivery failed, due to the customer has been providing a wrong address. We will only resend the same item again to the corrected address, but we are not being held liable for such cases and will not issue a refund.

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.

Orders and returns

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 Paypal

2)with credit/debit card on Paypal checkout

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: support@kawaiisale.com

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.

Please send us an E-Mail to support@kawaiisale.com and make your corrections.

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

We are very hesitant to accept returns as the cost for the shipping price is entirely up to you. However, you can always request a refund.

If you still want to return the item, send us an E-Mail to support@kawaiisale.com 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.

Contact

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 E-Mail addresses.

We have multiple addresses for different inquiries. 

ohayo@kawaiisale.com – 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 all of them.