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Frequently asked questions


How do you ship the goodies?

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

Do you offer free shipping?

Yes! We offer free tracked shipping on all orders to the countries listed on the Shipping Policy, for every other country we charge a 20% flat rate shipping price calculated off the value of the items in the cart.

Why did my order not arrive in a single package?

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.

Which countries do you ship to?

We ship worldwide! and provide free shipping to the following countries: to the US, Canada, Australia, New Zealand, Great Britain, Spain, Argentina and Ireland. However, we may include more European countries soon enough! If you wish your country to be listed here you can mail us at [email protected].

Learn more about shipping in our Shipping policies.

Will I receive a tracking number?

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]

Missing order – Tracking says delivered

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.

Can I cancel my order after it has been shipped?

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).


How can i pay for my order?

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 and billing address is the same in our site as in the Paypal site.

How can i pay for my order?

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 and billing address is the same in our site as in the Paypal site.

Is my payment secured?

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.

Which currencies can I pay with?

All our products are listed in US Dollar. If you are paying in a different currency, currency exchange fees might be applied.


Do you offer 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.

For more comprehensive information, please check our Refund Policy.

Do you offer refunds for accidental orders?

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

How can I place an order?

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: [email protected]

How can I modify my order?

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 [email protected] and make your corrections.

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

How can I return my item?

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 [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.


Do I need to pay taxes?

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

Why haven't I paid taxes on my order?

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).

Where do I fill my VAT / TAX ID

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.


How long do you take to reply to my e-mails?

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

Why don’t you respond to my e-mails?

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.

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