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.

How long does shipping take? 

We provide tracked express shipping worldwide.

Please note that due to the Covid-19 situation, we are expecting shipment delays and we are working hard to bring down shipping times as fast as we can. Please see our revised shipping times below. We would like to thank you for your patience during this time.

Last Updated: 1 September 2020

Shipping takes approximately 15-40 business days depending on your location. Due to the Covid-19 situation, we have revised our shipping times as follows:

Shipping to USA: 20-40 days (tracked international shipping) Shipments to USA will be delivered by USPS.

Country Average Transit Time Fastest Slowest
USA 24 days* 18 days 38 days

*Please note that bulky items may take slightly longer to arrive (>35 days) **Items not delivered after 60 days are automatically refunded.

If you would like to check the shipping status of your item, please enter your tracking number with USPS tracking to check the status (U.S. based customers only).

Shipping to UK, Germany, France, Italy and Poland: 15-30 days (tracked international shipping)

Country Average Transit Time Fastest Slowest
UK 14 days 11 days 23 days
Germany 14 days 10 days 24 days
France 17 days 14 days 27 days
Italy 23 days 20 days 29 days
Poland 22 days 19 days 31 days

Shipping to Canada: 40-50 days (tracked international shipping)

*Shipping to Canada is currently suspended

Shipping to Asia, Australia, New Zealand: 25-30 days (tracked international shipping)

Country Average Transit Time Fastest Slowest
Australia 22 days 15 days 35 days
New Zealand 22 days 17 days 33 days
Malaysia 17 days 12 days 28 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 60 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.

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.

Do I have to pay for custom fees or VAT? (if applicable)

You are solely responsible for the payment of any customs duties and/or VAT charges for your item(s) to clear customs and enter your country for delivery. It is not possible for Kawaii Therapy to make payment for such custom duties and/or VAT charges beforehand, as these payments must be made by the importer (i.e., you) to the relevant customs authorities if requested. The shipping costs not do include any customs duties and/or VAT that may be incurred by you.

From our experience, only Scandinavian and Northern EU countries (such as Sweden and Norway) will require payment of VAT and/or administrative charges for delivery of your item. Most items going to USA, UK, Canada, Germany, France and Asia will not impose additional VAT charges on your item and in most cases are 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 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.