————-SHIPPING:————–

What are the types of shipping  methods avaliable? 

We provide both tracked international shipping worldwide as well as Standard international shipping.

Tracked 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.

Standard International shipping is a cheaper alternative and takes approximately 30-50 days depending on your location. A tracking number will also be provided that will allow you to track the item. However, you will only be able to track the item to the point where it leave the country of origin.

*Upon successful placement of an order, you will receive a electronic email along with a separate invoice containing your tracking ID (tracked shipping only), allowing you to track your order in real time.*

NOTE: In-liew of the COVID-19 situation, packages travelling internationally will now be sent via freight ships as air freight has been temporarily suspended.

Tracked international shipping would hence be temporarily unavailable as the courier is unable to guarantee a specific time for delivery. Items delivered from the 30/03/2020 will be sent through standard international shipping and will take between 30 to 50 business days to arrive to international countries.

Please also note that shipments to the United States will take between 40-70 business days due to more stringent immigration clearances and border checks. 

We apologize for any inconvenience caused. Kindly drop us an email at hello@kawaiifamily.com should you have any further inquiries. 

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 are there two types of shipping? 

We wish to provide customers with the flexibility to choose a shipping method that is within their budget. Customers who wish to track their items and receive them in a shorter time frame may opt for tracked international shipping whilst customers who are not in a rush to receive the items may opt for standard international shipping.

Do you provide express shipping?

Express shipping by registered couriers (DHL/FEDEX) are generally very expensive and will vary depending on the size/weight of the product ordered. Please contact our customer service at hello@kawaiifamily.com for a quote on the shipping cost for such a courier option.

I purchased tracked international shipping. 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? 

Items shipped from our many warehouses carry a limited quantity of each product. Hence, we might have to ship your product from a different warehouse that has the stock for your order. In addition, due to immigration clearances or size restrictions, your product may need to be shipped separately. Nonetheless, all items will still be tagged with a tracking number to allow real-time tracking of each product ordered

How would I receive the tracking numbers? 

The tracking numbers would be sent via email to the email you used during checkout. Kindly check your junk / spam folders should you be unable to find our email in your inbox.

Can I cancel or amend my order after shipping has been confirmed? 

It is imperative that you confirm your order before processing the payment. Wrong orders shipped resulting from mistakes made by the customer are not refundable/exchangeable.

———-FAQ———

What is the purpose for providing my phone number?

Providing your phone number allows the couriers to contact you in the unlikely event should they be unable to locate your address or should there be nobody available to receive the item. Do note that the provision of phone numbers is optional and subject to the buyer’s sole discretion.

Why is my credit/debit card rejected during payment?

We currently only accept Visa / MasterCard transactions at the moment and are working hard to on-board other providers. Kindly check if your credit card belongs to either of these providers. Also, please ensure that there is sufficient credit in your debit/credit card before use.

I ordered multiple items, why do some take longer to arrive than others?

Due to border restrictions, certain items may be held at the border for further checks before the item can be released for domestic delivery. In this instance, items may be delayed for up to 7 days at border control. Nonetheless, items (those who purchased tracked international shipping) are covered under our buyer protection scheme that allows for a refund should the item be unsuccessfully delivered to you.

My tracking number no longer shows my package’s status and my item has yet to arrive. What should I do?

Please feel free to email us at hello@kawaiifamily.com with you order number and our customer service team will get it checked for you. Alternatively, you may send us a message using the contact form under the “contact us” Tab

My item arrived, but the packaging caused my plush toy to be distorted. Will it return to normal?

Due to size restrictions, large plush toys are required to be vacuumed packed in order to meet these requirements. Hence these items might arrive “squished”. In this instance, it will take a couple of days for the toys to return to normal size. You may wish to sun the items which would allow it to regain its shape faster.