FAQ
We are always here to support you with any issues and queries. If you need any assistance, please contact our friendly customer support team via email at info@shopkawaiimi.com. We will respond to your queries the soonest possible.
Plushie care
What materials do you use in Kawaiimi plushies?
Our plushies are filled with high quality PP cotton, and covered with soft and skin friendly fabric for the best squishy experience.
How do I clean my plushies?
Please follow the below guidelines for cleaning your plushies,
- Use the gentlest cycle available in your washing machine.
- Use a mild detergent in cold water.
- If you like to disinfect the plushies, you may use gentle warm water or an antibacterial product such as a laundry sanitizer. Make sure that the sanitizer is safe for both whiles and colors. Avoid using chlorine bleach.
- Where possible, fit your plushies in a laundry mesh bag or duvet cover. For added protection, consider padding the drum of the washing machine with towels.
- Air drying is best for the plushies. And to give a final touch, use a hairdryer at low heat to revitalize the fur.
How to remove lumps and wrinkles from my plushies?
Plushies tend to be bulky, and some of them are very large. To be able to efficiently pack and ship them across the world we need to use vacuum packaging which compresses the plushies into a smaller size parcel. Therefore, it is natural for them to have lumps and wrinkles when you receive them. But fret not. These wrinkles would go away after some time as the inner PP cotton fully expands. After unpacking, give the plushies a good shake and patting to let the lumps clear out.
Shipping
Do you ship internationally?
Yes, we ship internationally. Customer may still experience slight delays in shipping due to adverse effects of supply chain issues following COVID-19 restrictions, policies and resource shortages. But we make every effort to ensure that our products are delivered to customers as early as possible.
Do you offer free shipping?
Yes, we offer free shipping to most countries. This is due to the fact that we use economical yet efficient shipping channels while taking advantage of the volume.
How can I track my order?
Please visit Track My Order page for order tracking.
Once your order is confirmed, we begin to prepare your product for shipment which has a lead time of 1-5 business days. When your parcel is ready, we hand it over to a third-party shipping company for further processing of the shipment. At this point, you would receive a shipping confirmation email. Please ensure to check your spam folder in case you have not received this confirmation email within 5 business days. Once your parcel is on its way, you would receive shipping updates via email.
Why do you ship my products separately?
There are two key reasons for this. First, multiple items may get shipped from different warehouses based on the availability of certain items in those warehouses. And while it is possible to consolidate them and send one parcel to you, this approach would make the shipping time longer. Consolidation would also incur higher shipping cost. Second, separate shipments often optimize custom duties. And we do not like to pass down any unnecessary custom duties to you.
Where is Kawaiimi based and where are the orders shipped from?
Our company is based in Australia and we ship orders from the various warehouses located across Asia. In view of our commitment to excellent service for our customers, we strive to build and maintain good relationship with our manufacturers and other partners. Therefore, we have regular communication with our partners to ensure good shopping experience for all our customers.
Why is my parcel not progressing while in transit?
There is certainly pandemic’s impact on the supply chain ecosystem. Subsequent restrictions, lack of vessel and aircraft capacity, spike in the volume of online shopping, political and social unrest in some parts of the world and staffing shortages are the main reasons for shipping delays. However, we can assure you that we regularly communicate with our partners to ensure that your parcel reaches you as early as possible. If you need further assistance with your order and delivery status, please reach out to us at via email at info@shopkawaiimi.com.
For more details on shipping, please refer to our Shipping Policy.
Payment
Which modes of payments do you accept?
In addition to all major credit cards, we support PayPal, Google Pay and Apple Pay. And we are working on making more payment options available for our worldwide customers’ convenience.
Do you charge any card transaction fee?
No, we don’t charge you any card transaction fee, we absorb it. However, if you are paying in a non-native currency, you may get charged an international transaction fee by your bank. For example, if you hold a credit card issued by a bank in Germany and you pay in USD, your bank may charge you an international transaction fee.
Can I pay with my own currency?
Please select a currency from the dropdown menu on top of the website. If your currency is not listed there, you may still pay in your own currency. However, you will need to select one of the currency options from the menu. We will continue to add more currency options in the future for our global customers’ convenience.
Why is my credit/debit card getting declined?
Please check your account and card issuer to see if there are any issues with the card. If it still doesn’t work, please use an alternate method such as PayPal. If it is an issue on our side, we assure you to fix it as soon as possible. And as always, please feel free to contact us at info@shopkawaiimi.com for help.
Do you accept multiple currencies?
Yes, we accept many currencies and you are able to select yours from currency selector option on our website. Although we don’t charge any transaction fee, please be mindful that your bank may charge a transaction fee and/or an international transaction fee based on your card issuer.
For further details, please visit our Payment Information page.
Returns and refunds
Do you offer returns and refunds?
We provide returns and refunds if you change your mind or if the received items is defective. Please refer to our Returns & Refunds Policies for further details.