Refund policy

We strive to deliver the cutest and highest quality products to you and hope that you love them. However, if you are not satisfied with your order and would like to return or exchange them for some reason, we are happy to refund or offer an exchange within 2 weeks of delivery.

Condition of returns and refunds

Items must be returned within 2 weeks of delivery.
Items must have all original tags intact.
Items must be unused and in the original condition as they were delivered.
Items must be returned in its original packaging.
The cost of return is non-refundable. Customer will have to bear the cost of return.
All return parcels must be sent to either our office address or our logistics partner’s address as per our instruction.
Refunds are subject to a small handling and processing fees per package (3%-5%). This amount will be deducted from your refunded amount.
Kawaiimi will not be responsible for any damages caused to products by accident, mishandling, misuse, negligence or carelessness.
We cannot accept returns of gift cards.

Return process

Email our customer service team at info@shopkawaiimi.com with the details of your order number, items to return and reason for return (size issues, defective or damaged, unwanted etc.). We will provide further instructions via email.
Pack the item in its original package with tags intact.
Send the item to the address we provided via email. Items sent back to us without first requesting a return will not be accepted.
We will process your refund or exchange once we receive your returned parcel.
You will receive your refund in up to 10 business days from when we receive your returned parcel.

Returning defective or damaged items

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
If you suspect that the parcel was damaged in transit, please contact us within 2 business days of delivery.
Please notify us via email if your items are damaged upon receiving as soon as possible and within 1 week of delivery. Please include your order number and product details along with photos of damaged items.
Please do not return any damaged items without our confirmation. Wait for our reply email with further instructions to return.

Order cancellation

We always want our customers to be fully satisfied with our products and happy with their selections. However, if you change your mind and want to cancel an order, you may do so within 3 hours of placing the order, before our team starts to prepare your items for shipment. Once cancellation is approved by us, you will be charged a 3% fee for processing and handling per order. This fee will be deducted from your refund amount.

If you change your mind after your order has been shipped:

Please wait to receive your parcel. We are unable to retract the parcel once it is in the hands of the courier service.
Inform us via email once you have received your parcel.
We will provide instructions to return it.
Send the item(s) back to us, following the instructions, in original packaging and condition.
Once we receive the item(s), we will verify the condition and quantity and process the refund.

Notes:

Customers may have to bear the cost of return. We will inform you if there are any exceptions to this (e.g., free return).
A processing and handling fee of 3-5% of the purchase price will be charged and deducted from your purchase amount.

Please contact us via email at info@shopkawaiimi.com if you would like to cancel your order.

If order is cancelled by Shipping company

There may be occasions, although rare, when order cancellation is initiated by shipping company. Shipping companies carry large consignments that includes your parcel. If their consignment is held at customs, seized or lost in transit, your parcel delivery will get cancelled. It is also possible that your local courier company loses your parcel and marks it as cancelled. These factors are out of our control. In the event of order cancellations by third parties, we inform our customers via email and offer one of the two options - re-shipping of the same item (usual lead time applies) or refund.

Damaged or faulty items

If you have received damaged or faulty items, please send us an email with Order number, item name and photos of the product clearly showing the fault or damage.

We will then respond to your email with further instructions and assist you with a solution in the form of return, refund or exchange, as applicable.

Delivery of wrong items

If you have received wrong items (not what you ordered), please send us an email with Order number, item name and photos of the product showing that they are in fact wrong items.