We currently provide free shipping on all orders for the following countries:

• United States of America
• Canada
• Great Britain
• New Zealand
• Australia
• Spain
• France
• Ireland
• Germany

However, this short list is subject to change and we will add more countries if requested.

For any other country not in the list we add a flat rate shipping cost of 10% of your order value.

We provide tracked deliveries to all our orders.

1. Shipping times

Shipping takes approximately 7-25 business days depending on your location. For oversize items (bigger than 30in/80cm) we may take from 2 to 3 extra business days to prepare your items.

a) Shipping to USA & Canada: 5-30 days (tracked international shipping).

*Please note that bulky items may take slightly longer to arrive (>30 days) **Items not delivered after 60 days are automatically refunded.

If you would like to check the shipping status of your item, please enter your tracking number your order ID number and email in KawaiiSale internal tracking to check the status of all your orders.

b) Shipping to UK, Ireland, Australia, New Zealand and Spain, France, Germany : 6-30 days (tracked international shipping)

If you would like to check the shipping status of your item, please enter your tracking number in KawaiiSale internal tracking to check the status.

It takes approximately 1-5 business days to receive a tracking number for your item. Please note that it may take up to 7 days to receive your tracking number for clothing items, as our manufacturers will have to tailor the item according to your size selection and also for oversize items (plushies bigger than 80cm) which need extra time before departing. For multi-item orders, tracking numbers will be provided for items in the order time they shipped. So you may receive and item earlier than the other. The tracking numbers will be sent to the email address you used during checkout.

2. Import Duties & Taxes:

• Our parcels are normally delivered successfully without customers incurring any customs, import taxes, and fees.
• Most items going to the USA, UK, Canada, New Zealand, Australia and Asia will not impose additional charges on your item and in most cases are delivered as normal.
• For residents of the EU, we include VAT taxes on the final price and so they should also be delivered as normal. However you, as the importer, are solely responsible to pay any additional charges your jurisdiction may impose on you.
• We are not responsible for any delays that may occur during customs checks.

3. Multiple packages:

• If you have ordered multiple items from our store (for example, a plush toy and a T-shirt), you may have noticed that we provide two separate tracking IDs for these items. This is because we may ship out your item from separate warehouses across the world depending on availability.

• We try our best to ship out multiple items in single packages for your convenience. Occasionally, we may also ship out items separately due to packet size restrictions in your country. In either case, you would be able to track each item in real time.

4. Failed Delivery:

• Shipping updates will be sent to you through email.
• Please ensure you are home to receive your package at the scheduled delivery or collection time.
• If you are unable to be present, kindly notify your local post office or arrange for a trusted family member or neighbor to receive the parcel on your behalf.

5. Lost, Held, Returned, or Stolen packages:

• Please report any missing parcels within 15 days of your order being marked as delivered.
• Investigating your order beyond this timeframe may be challenging for the postal service, and we may be unable to offer a complimentary reshipment or a refund if you contact us later.
• We are not responsible for any lost or stolen packages when delivering to a shared location (shop, restaurant, business, military base, or apartment).
• It is the customers’ responsibility to ensure the accuracy of all shipping details.
• In instances where we anticipate delivery issues, we may contact you via email to verify your shipping address.

6. Delayed packages:

• If your order is experiencing delays please report this issue to our customer support team via our live chat or our support form with your order number and the item(s) missing.
• You have 15 days to report any missing orders after 90 days from the original order date.

7. Missing packages:

• You will receive a confirmation email when a parcel is out for delivery.
• Occasionally, the shipping courier may prematurely mark an order as delivered.
• If you receive a delivery confirmation email but haven’t received your parcel, consider the following:
  • Please wait a few business days, as your package could have been marked as delivered by mistake, and will arrive in the next following days.
  • Contact your local post office for more information regarding your order as they will be able to provide accurate information.
  • Please check your front porch or mailbox for a note from your local post office. 
• In case you encounter difficulties obtaining information from your local post office, feel free to contact us for further support. 

8. Special Occasions:

• We cannot guarantee that your order will arrive in time for any special occasion.
• Please ensure that you place your order well in advance to allow for any unforeseen delays.
• If you would like to return an item please email us within 15 days of the parcel arriving.
• Customers are responsible for the return shipping costs.

9. Returned Package:

• Reshipment fees will be applied regardless of the original shipment’s eligibility for free shipping.
• If a package is returned due to an incorrect shipping address, failed delivery attempts, unclaimed status with the courier, or any other reason, please email us with your order number within 30 days of your purchase date.
• We are not responsible for refunds if the provided shipping address at checkout is incorrect or if you have moved addresses.
• Reshipments will incur handling and reshipment fees.

Under our Refund Policy, we will issue a full refund for any item that does not arrive after 60 days from the order date. Please be assured that we will do our best to ensure that you receive your items on time, but factors outside our control (i.e., customs clearance, protests, logistic suspensions) may cause delays. We seek your kind understanding in these situations.

What is your refund policy? 
Following our buyer protection and refund policy, we will issue a full refund if you don’t receive your item and if your item is significantly not as described. We will provide a partial refund if your items is the same as purchased but different color/variation/size. For more info please read our Refund Policy here.

MISSING PACKAGE(S)?
In the unlikely event, your items won’t arrive at your door, check the following things:

1) Has one of your flatmates picked up your item?
2) Is there a similar address nearby, where it could have been mistakenly delivered to?
3) Call your local post office and ask them about your package

If those 3 steps were unsuccessful, don’t hesitate and immediately reach out to us on [email protected]
We’ll respond quickly and get the issue sorted!

KawaiiSale Team wishes you a pleasant shopping experience!

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