Shipping Information

Our team are closely monitoring the developments related to the pandemic, and we are adhering to all regulations and guidelines from the World Health Organization and local public health authorities.

Delivery and insurance costs for certain countries including Canada, New Zealand, and some countries in Europe have risen to premium levels due to the pandemic. Unfortunately, we now have to charge a delivery fee to ship to these countries to help contribute towards the premium charges that were introduced in 2021.
 

Free Tracked International Shipping

We are proud to offer free tracked international shipping to many countries across the world including the United States, United Kingdom, Australia, Canada, New Zealand, and Europe. We ship directly from our factories in Asia to provide you with the best prices and the cutest products in the most efficient way possible.

Delivery Times

Based on our previous orders and the information we receive from the logistics team these are the estimated shipping times:

Location Estimated Shipping Times
United Kingdom  5-20 Business days
United States & Europe 5-25 Business days
Australia, Canada & New Zealand 10-45 Business days
Central & South America 10-45 Business days
Asia 10-30 Business days


These do not include the additional 1-5 day processing time to fulfil your order. Due to the pandemic and other circumstances out of our control, you may experience minor delays, but rest assured our team is always here to help locate your parcel.


Tracking Information

You will receive emails regarding your shipment once your parcels have been handed over to the logistics team. Please keep an eye out for these emails.

Shipping to selected countries

We offer international tracked standard shipping to:

United States, United Kingdom, Canada, Australia, New Zealand, France, Spain, Austria, Denmark, Finland, Greece, Ireland, Japan, Netherlands, Norway, Poland, Portugal, South Korea, Sweden, Switzerland, Hungary, Belgium, Hong Kong, Malaysia, Singapore, Bulgaria, Italy, Germany and more.

We do not ship to:

Philippines, South America, Africa, India, Costa Rica, United States (Puerto Rico), New Caledonia and other countries.

If you would like to know if we provide tracked shipping to your country please contact us via our live chat or send us an email at info@kawaiies.com.

 

Customs

The majority of our products are shipped successfully without incurring any fees. However, if you do incur a charge we are more than happy to cover 50% of the fee via a partial refund.

We are not responsible for any delays during customs checks as we have no control over the shipping times once a parcel is shipped out.


Why are some items shipped separately?

If you have purchased multiple items from Kawaiies we may provide multiple tracking links to avoid damages during transit and customs delays. We always try our best to combine your items into single parcels but occasionally, items are shipped out separately due to size and weight restrictions, and reduce shipping costs. In either case, you will be able to track each individual item in real-time.


Lost, held or stolen parcels

We are aware that there may be times when parcels are marked as delivered but they are either lost, stolen, or still being delivered. This is why we provide free tracked shipping with common logistic companies like USPS, Royal Mail, Canada Post, so you can accurately track where your parcel is.

You will receive shipping updates via email and/or SMS. Please be available to receive your parcels when they are out for delivery. If for any reason you cannot be available, please contact your local post office so they are aware of this, or ask a family or friendly neighbour to receive it on your behalf.

We are not responsible for any lost or stolen parcels if you are delivering a parcel to a shared place like a shop, restaurant, business, or flat whereby there are many residents. We are not responsible for misdelivery errors via carrier, or incorrect shipping information provided at checkout although our team will send you an email if we believe the address is not complete or correct.


My parcel has not arrived yet

If your order doesn't arrive at the address provided at checkout or isn't made available for collection after 90 days, you are entitled to a reshipment. Please report any parcels that haven't arrived via email at info@kawaiies.com with your order ID. You have 14 days to report any missing parcels after 90 days from the original order date. 


Missing Packages

When the tracking for your package is updated as "delivered" by the postal carrier, it triggers an automatic email from us to let you know about this new status.

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:


For US customers

USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait a few business days, as your parcel could have been marked as delivered by mistake, and will arrive in the next following days.

Please contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery.

If the package still does not show up, please call USPS to file a claim or contact us at info@kawaiies.com.


For all INTERNATIONAL customers

Please check your door/mailbox for a note from your local post office. If you have received a note, it should provide you with the instructions you need to receive your package.

Contact your local post office and your local customs office. Ask who delivered the package, and ask for the details of that day's delivery. Postal services are used to these questions, and will generally provide helpful information.

If you are unable to receive information from your local post/customs office, please contact us for additional assistance. The Kawaiies Team will work hard to locate your missing package and provide solutions for the situation at hand. 

Ordering for a special occasion

Unfortunately, we cannot guarantee that your order will arrive in time for any special occasions including parties, weddings, anniversaries, Christmas, etc.

If your item arrives later than expected and you would like to return an item please email us within 14 days of the parcel arriving. You then have another 14 days to send the items back to our address in Asia or UK at your own cost depending on the most convenient option.

 

What happens to my order if it can't be delivered and is returned to Kawaiies?

All shipments returned to Kawaiies are considered “undeliverable”. Reasons for undeliverable shipments may include incorrect unknown addressees, shipping addresses, failed delivery attempts, or unclaimed shipments held by the courier agent.

If your parcel is returned to Kawaiies, please send us an email at info@kawaiies.com with your order number as soon as possible. All reshipments incur handling fees plus reshipment fees. Reshipment fees will be applied regardless of the original shipment’s eligibility for free shipping.