At Kawaii Therapy, we take customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.

All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item by the stipulated timeframe in our Refund Policy, we will make a full refund for your purchase.

In making a purchase through our store, you agree to the refund policy as set out below. Please also read our Shipping Policy carefully as shipping times around the world may vary depending on your country and state.

Our full Terms & Conditions are available here.

Before initiating a refund request

Please check the shipping status of your items before initiating a refund request – it could be the case that the item is still enroute to your address or held at your local post office! Please note that we provide tracked shipping for all items ordered through us, so you would be able to track your items in real time as it speeds through the delivery network. You would receive an email together with your tracking number when your item is handled over to the delivery courier.

Alternatively, you may also track your item by typing in the tracking number for your order into your local post delivery service (please note that the tracking will generally become available only when your item has reached the destination country). To do this, enter your tracking number in the following delivery services:

USPS Delivery (United States): https://tools.usps.com/go/TrackConfirmAction_input

Royal Mail (United Kingdom): https://www.royalmail.com/track-your-item

Canada Post (Canada): https://www.canadapost.ca/trackweb/en#/home

Australia Mail (Australia): https://auspost.com.au/mypost/track/#/search

Italian Post (Italy): https://www.posteitaliane.it/en/index.html

All other countries: Local mail deliver service

We process refunds in accordance to our refund policy as stated below:

Refunds for non-delivery of items 

1.1 For items going to U.S., Canada or United Kingdom, we will issue you a full refund if:

(a) You have not received your item 6 weeks after the order date (example: You placed an order on 1 Jan 2019 and it hasn’t arrived on 12 Feb 2019); and

(b) The tracking for your items shows that the item has not been delivered to your address.

1.2 For items going to all other countries except U.S., Canada or United Kingdom, we will issue you a full refund if:

(a) You have not received your item 8 weeks after the order date (example: You placed an order on 1 Jan 2019 and it hasn’t arrived on 26 Feb 2019); and

(b) The tracking for your items shows that the item has not been delivered to your address.

1.3 For single item orders, we will refund you the cost of the item plus shipping.

1.4 In the case of multi-item orders where you only receive one part of your order, we will refund you the cost of that part of the order which is not received, and the shipping costs in proportion to the number of orders not received. For example, if you paid $40 and $14.90 shipping for 4 items and only receive 3 items, we will refund you the cost of the item not received, plus $3.72 (shipping costs proportionate to the number of items not received).

1.5 We will process refunds within 3-4 days after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.

Refunds of Items Significantly not as Described 

1.6 In very rare instances where your item arrives badly damaged or significantly not as described, our customer support team will require further evidence to initiate a refund to you. This includes photos, pictures and other material that we can use to verify that the item has arrived damaged or is significantly not as described.

1.7 Our customer service and evaluation teams may, in their sole discretion, take the following course of action:

(a) Provide a full refund if the item arrives badly damaged or is significantly not as described;

(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or

(c) Provide no refund.

Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with clause 1.7 of the refund policy. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.

1.8 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.

Limitation on Liability

1.9 In making a purchase from us, you agree that our total liability to you under any circumstances, shall not exceed the amount paid (inclusive of shipping) for your item.

Refunds for Order Cancellations 

2.0 Except as determined under Clause 1.1 to 1.8 of this Refund Policy, order cancellations after an item has been paid are strictly non-refundable. For the avoidance of doubt, our buyer protection policy only applies to items not received or not as described as defined under the Refund Policy, and do not apply to order cancellation requests. If you are not sure about any details of any item on our store, please contact customer service teams to clarify before purchasing as order cancellations are non-refundable.

Refunds / Exchanges for Clothing Sizes 

2.1 We ship clothing items according to the size chart for each individual clothing item as displayed on the product page. Please understand that it is your responsibility to check the size chart and ensure that you are satisfied with the clothing size before placing an order, as we do not accept returns or refunds if your clothing item does not fit your choice of size. If you have any queries about clothing sizes or how to measure your size according to the size chart, please contact our customer service teams first before making a purchase.

2.2 Notwithstanding Clause 2.1, we may issue a refund (in part or in full) if you received a clothing item that differs significantly from the size that you ordered as described in the size chart. A deviation of 7cm or more from the size chart would be considered as a significant deviation and would be eligible for a refund. For example, if the bust size is 104cm and the clothing item you received has a bust size of 97cm, this would be eligible for a refund under our Refund Policy.

2.3 You agree that a non-significant deviation of 2-3cm from the size chart does not qualify for any refund, as this is a standard deviation which may be expected during tailoring and manufacturing of clothing items. Please ensure that you check the size chart for each individual clothing item to ensure that you are satisfied with the clothing size.