Hello and welcome to Kawaii Therapy! Founded by a husband and wife team, Kawaii Therapy’s mission is to spread happiness around the world with cute and adorable gifts. Here are some frequently asked questions on shipping and order tracking that you might find useful.
What currency are the prices quoted in?
Currency prices will be quoted in your local currency based on country. Your current default currency is:
How do I track my order?
You can track your order here by entering your order number and email address. Please note that our system will send an order confirmation and tracking email to the email address that you used – if you still have not received these emails, please check your junk/spam mailbox or contact us for further assistance.
How long does shipping take?
We provide tracked express shipping worldwide. All orders are shipped by air – please refer to the shipping times for each country below.
Last Updated: 16 April 2025
Shipping to USA: 12-20 days (tracked international shipping) Shipments to USA will be delivered by USPS or by a faster delivery courier (depending on your area).
| Country | Average Transit Time | Fastest | Slowest |
| USA | 14 days* | 12 days | 24 days |
*For U.S. customers only: Due to the ongoing tariff situation in the U.S., Kawaii Therapy has temporarily suspended taking orders to the U.S. while we navigate these changes. Existing customer orders heading to the U.S. will not be affected and are expected to clear customs as per normal. We will post updates here once we resume shipping to the States.
**If you are unable to see any tracking information for your order, please enter your tracking number here or contact us.
Shipping to UK, Germany, France, Italy, Ireland, Spain, and Poland: 12-20 days (tracked international shipping)
| Country | Average Transit Time | Fastest | Slowest |
| UK | 12 days | 10 days | 18 days |
| Germany | 16 days | 12 days | 20 days |
| France | 14 days | 12 days | 22 days |
| Italy | 17 days | 12 days | 24 days |
| Poland | 17 days | 14 days | 25 days |
| Ireland | 18 days | 14 days | 24 days |
| Spain | 15 days | 12 days | 20 days |
| Finland | 16 days | 12 days | 20 days |
| Switzerland | 18 days | 16 days | 22 days |
| Netherlands | 14 days | 14 days | 20 days |
| Austria | 18 days | 15 days | 28 days |
| Denmark | 18 days | 16 days | 26 days |
| Portugal | 16 days | 14 days | 20 days |
| Czech Republic | 16 days | 14 days | 20 days |
Shipping to Canada: 14-22 days (tracked international shipping)
| Country | Average Transit Time | Fastest | Slowest |
| Canada | 14 days | 12 days | 18 days |
Shipping to Asia, Australia, New Zealand: 15-20 days (tracked international shipping)
| Country | Average Transit Time | Fastest | Slowest |
| Australia | 14 days | 12 days | 20 days |
| New Zealand | 16 days | 14 days | 21 days |
| Malaysia | 10 days | 8 days | 14 days |
| Hong Kong | 9 days | 7 days | 14 days |
| Singapore | 10 days | 8 days | 14 days |
| Japan | 14 days | 10 days | 18 days |
| South Korea* | 14 days | 11 days | 18 days |
| Israel | 14 days | 12 days | 16 days |
*For orders heading to South Korea, please provide us with your name (in Korean), your personal customs number (please see here to get one) and your phone number. Please provide your Korean name together with your customs code number at checkout (for example, 김하윤 P12345678910). Both your Korean name and personal customs code are required for your items to clear South Korea customs and for successful delivery.
Shipments to the USA are generally handled by USPS, while items going to UK and Canada are handled by Royal Mail and Canada Post respectively. Items going to France are handled by La Poste, while items going to Australia are handled by Australian Post. Occasionally, we may use a faster delivery courier for your area if applicable (you will be able to check the last mile delivery courier on the tracking information when it is sent to your email).
When you place an order with us, you will receive an email confirming your purchase and another email with the tracking ID for you to track your order in real time as it speeds through the delivery network.
Why don’t I see any tracking information?
Please enter your tracking number here to see the full tracking information for your order.
For items heading to the US, we send items in bulk to the US via express courier (e.g., DHL, Fedex) before they are transferred to the nearest USPS facility for final delivery. Once the shipment is transferred to USPS, you will see updates on USPS tracking with an estimated delivery date.
For items heading to Singapore (via Ninja Van), please track your shipment here. For items heading to Hong Kong (via SF Express), please track your shipment here.
Please note that it takes around 5-7 days for the tracking to be updated and displayed from the order date.
What happens if I don’t receive my order?
Under our Refund Policy, we will issue a refund for your item that does not arrive after 45 days from the order date. Please be assured that we will do our best to ensure that you receive your item on time, but factors outside our control (i.e., customs clearance, protests, pandemic lockdowns) may cause delays. We seek your kind understanding during this period.
Why have I not received the tracking / order confirmation email?
Please kindly check your junk or spam inbox to see if the order or tracking information emails have ended up there. If they did, please whitelist our email so that you can receive future updates. If you still have not received your order confirmation or tracking email, please reach out to us to get it resent.
How do I track my items with my country’s local delivery courier?
We provide an international tracking number and local last mile tracking number if you wish to track your item with your country’s local postal service to see estimated delivery dates once your item has arrived in your country.
Please use your last mile tracking number (click on the tracking link sent to your email and retrieve your last mile tracking number) if you wish to track your package with your country’s local postal service (e.g., USPS, Canada Post, Australia Post) Enter your last mile tracking number in your country’s local delivery tracking service to see the status of your item. Please allow a few days for your last mile tracking number to be generated – in most cases, the last mile tracking number will start to show an estimated delivery date once your item is in transit within your country.
Where do you ship to?
We ship to most countries worldwide including USA, Canada, UK, Germany, France, Italy, Netherlands, Australia and most of Southeast Asia.
Do I have to pay for custom fees or VAT? (only applicable for EU customers)
You will not have to pay for any custom fees or VAT as Kawaii Therapy will be pre-pay VAT costs for shipments. This means that your shipment will clear customs as per normal. Please note that we will never request additional payment from our customers under any circumstances.
In view of the new EU VAT regulations that came into force on 1 July 2021, Kawaii Therapy will be absorbing the VAT costs for shipments to the EU. Currently, we are paying VAT through our logistics company IOSS number and this will be displayed on incoming packages to the EU (excluding the UK). As such, customers shipping to the EU will have their packages clearing customs without the need for additional VAT payment, as we will be absorbing VAT on their behalf.
Shipments to US, UK, Canada and Asia are not affected by these regulations and will be delivered as per normal.
Does each item come with a tracking number?
Yes, you will receive a tracking number when we ship out your items for you to track your item in real time. This tracking number may also be used to track your order with your local mail delivery service (i.e., USPS, Royal Mail) depending on your country and location.
How long does it take to receive a tracking number?
It takes approximately 1 business day for you to receive the tracking number. As we use international couriers, please kindly allow a few days for the tracking information to be updated and displayed as our system pulls tracking information directly from the international courier (which only displays once they update the tracking). For multi-item orders, tracking numbers for all items will only be sent once all the items have been shipped. The tracking numbers will be sent to your email address you used during checkout.
For multi-item orders, why do my items have separate tracking numbers?
If you have ordered multiple items from our store (for example, if you ordered two large jumbo sized plushies), you may have noticed that we provide two separate tracking IDs for these items. This is because of package size restrictions in the mail and we have to ship them separately to avoid exceeding these mail size restrictions. We try our best to ship out multiple items in single packages for your convenience. In either case, you would be able to track each individual item in real time.
How do I track my order using my tracking number?
To track your order in real time, just click on the tracking number sent to your email to see the delivery status of your order.
How would I receive the tracking numbers?
The tracking numbers would be sent via email to the email you used during checkout.
Can I cancel or amend my order after payment?
Please note that we generally do not allow order cancellations after payment has been made. You may however request a change in item after placing your order (e.g., if you wanted a pink phone case instead of a white one). Please contact our customer service immediately using the contact us page before we ship out your items. It is not possible to amend your address or cancel your order once an item has been shipped, as the shipping label is physically printed and affixed to the package and it cannot be amended once the package is in transit.
Why do I have to pay for shipping?
We provided free shipping for all orders initially, but free shipping meant that orders were delivered slower for smaller items as it goes through ordinary mail. In an effort to decrease shipping times and provide tracking across all items, we have introduced a fee for this expedited shipping method that uses a faster service and delivery courier.
What kinds of payment do you accept?
We accept PayPal, Mastercard, Visa, American Express and most credit cards. All payments are safe and secured by encryption, and your card details will not be stored.
What is your refund policy?
In accordance with our buyer protection and refund policy, we will issue a refund if you don’t receive your item or if you item is not as described. If your item arrives damaged due to delivery handling, we will replace the damaged item with no extra costs on your part. Please read the terms of our Refund Policy here.
How do I get in touch?
We’d love to hear from you! If you need any help with your order, feel free to contact us with your order number or reach out to us at hello@kawaiitherapy.com
Our full Terms & Conditions are available here.
