Hello and welcome to Kawaii Therapy! Founded in 2015 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?
All prices are quoted in USD.
How long does shipping take?
We provide tracked express shipping worldwide.
Shipping takes approximately 7 – 25 business days depending on your location. Shipments to the USA, Canada and UK are generally faster and take between 7 – 15 days. Shipments to the USA are handled by USPS, while items going to UK and Canada are handled by Royal Mail and Canada Post respectively.
*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
Where do you ship to?
We ship to most countries worldwide including USA, Canada, UK, Germany, France, Italy, Spain, Netherlands, Australia and most of Southeast Asia.
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.
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 2-5 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 we will have to tailor the item according to your size selection before shipping them out. 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, a sweater and a pencil case), 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 country 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 individual item in real time.
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.
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 give feedback?
We’d love to hear from you! Reach out to us using our contact us page to let us know if you have any comments.
Our full Terms & Conditions are available here.