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? 

All prices are quoted in USD. Please note that if you are not based in the US, your bank may do a currency conversion for your purchase.

How long does shipping take? 

We provide tracked express shipping worldwide.

Good news! We have fully transitioned to a faster delivery courier for all orders. All orders will start to be delivered faster (<15 days) to USA and Europe. If you have a multi-item order, you may receive one part of your order faster than the other. We thank you for your patience during this time.

Last Updated: 15 October 2021

Shipping takes approximately 15-30 business days depending on your location. Due to the Covid-19 situation, we have revised our shipping times as follows:

Shipping to USA: 15-30 days (tracked international shipping) Shipments to USA will be delivered by USPS.

Country Average Transit Time Fastest Slowest
USA 18 days* 14 days 28 days

*Please note that bulky items may take slightly longer to arrive (>25 days) **Items not delivered after 45 days are automatically refunded.

**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: 15-30 days (tracked international shipping)

Country Average Transit Time Fastest Slowest
UK 14 days 11 days 21 days
Germany 18 days 14 days 24 days
France 15 days 14 days 24 days
Italy 19 days 14 days 26 days
Poland 19 days 16 days 27 days
Ireland 20 days 16 days 26 days
Spain 17 days 14 days 22 days

Shipping to Canada: 20-30 days (tracked international shipping)

Country Average Transit Time Fastest Slowest
Canada 24 days* 18 days 30 days

*Canada post has indicated that they are currently experiencing delays with delivery. We expect all customers to receive their items, and we seek your kind understanding during this time. For more info, please check here.

Shipping to Asia, Australia, New Zealand: 15-20 days (tracked international shipping)

Country Average Transit Time Fastest Slowest
Australia 16 days 14 days 30 days
New Zealand 22 days 17 days 31 days
Malaysia 17 days 12 days 28 days
Hong Kong 10 days 7 days 14 days
Singapore 12 days 8 days 14 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. Items going to France are handled by La Poste, while items going to Australia are handled by Australian Post.

*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

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 don’t I see any tracking information? 

Please give at least 3-5 days for the tracking information to be updated on the logistics side and be displayed. Do note that the tracking link provided in the email may take time to fully load as the tracking number needs to be tracked across different logistics networks for your country. If you are still not able to see any tracking information, please type in your tracking number here or contact us.

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)

In view of the new EU VAT regulations that came into force on 1 July 2021, Kawaii Therapy will be temporarily absorbing the VAT costs for shipments to the EU while we implement new measures to collect VAT from our customers. 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 should have their packages clearing customs without the need for additional VAT payment, as we will be absorbing VAT on their behalf.

With that said, customers will still remain responsible for any additional VAT payments in the event that this is requested by the custom authorities for any reason. Please note that we may eventually decide to pass on VAT charges to EU customers in the future, although there are no plans to do so at this time.

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 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 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.

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.