Shipping Information

COVID-19 Shipping Notice

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. For more information please refer to our latest blog.

Free Tracked International Shipping

We are proud to offer free international tracked shipping from our warehouses in China. We have considered shipping domestically from the United States and Europe but due to the sheer size and weight of our products, the cost outweighs the benefits of faster shipping times.

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  5-15 Business days
United States, Canada & Europe 5-25 Business days
Australia & New Zealand 10-30 Business days
Central & South America 20-60+ Business days
Asia 10-30 Business days


Shipping times do NOT include our processing time. Due to the lockdown in China announced on 2nd August 2021, processing times may be as long as 2 weeks as many provinces go into another lockdown.


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 the:

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 offer shipping to:

Philippines, South America, Africa, India, Costa Rica, United States (Puerto Rico), New Caledoni 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 fully aware that there may be times where 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, etc.

Our system will send you shipping updates via email and/or SMS depending on the information you provide us at checkout. Please be available to receive the parcel when it is out for delivery. If for any reason you cannot be there for when the parcel arrives, please contact your local post office so they are aware of this, or ask a family or friendly neighbor to receive it on your behalf.

Unfortunately, we are not responsible for lost, held, 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 we will send you an email if we believe the address is not complete or correct.

We have stated clearly, that you have read and complied with our terms and conditions before you make this order with us.

My parcel has not arrived yet

Due to the global pandemic some parcels are currently experiencing delays. We are trying our absolute best to process your orders as fast as possible to reduce waiting times, but we cannot speed up shipping times as it is out of our control once a parcel has been handed over to the logistics team.

The tracking information relies heavily on the postal teams to scan the parcels at the right stages, but postal staff may skip a scan due to how busy they are with a lack of staff and influx of international parcels as everyone has resulted to online shopping.

As a result of the pandemic, we've also had to push back our money-back guarantee policy from 60 to 90 BUSINESS DAYS for any products that are still in transit. Therefore, if your parcel is lost or stuck in transit we are happy to issue a refund or reshipment after 90 business days have passed from the date of purchase.

If you would like help tracking your parcel please contact us via email with your order ID.

 

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 another business day, as the package could have been marked as delivered by mistake, and will arrive the following day.

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. USPS is used to these questions, and will generally provide helpful information.

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

Check your door/mailbox for note from your local post office. If you receive 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. Thank you for your understanding!