Shipping policy

Please use Track My Order page to track your parcel. If you experience any difficulty with this, please contact us via email info@shopkawaiimi.com. We will be happy to assist you with your order tracking.

Please note that the standard order processing time is 1-5 business days. And once the order is processed, it would take 10 to 20 business days for you to receive your parcel depending upon your location, warehouse location for the product and the time of the year. We understand the importance of fast shipping. Therefore, we are committed to make continuous effort to improve our shipping.

Please note that all the parcels need to comply with respective custom policies and regulations. And sometimes these regulations cause delays to shipments. Unfortunately, we do not have any control over custom processes, and they would take as much time as they need to ensure that your parcel is compliant and safe to be handed over to the local courier. We communicate with our suppliers and shipping channels on a regular basis to ensure that the entire shipping process is seamless and efficient. Please accept our apology in advance if you experience extended delays. In which case we will help you the best we can.

Free tracked international shipping

At Kawaiimi, we offer free tracked shipping to many countries including US, UK, Canada, Australia and EU. Orders are directly shipped from the warehouses based in Asia to minimize shipping costs and timeframes.

Delivery timeframes

Delivery timeframes depend on a number of factors. Stock/warehouse location, customer location, time of the year and customs process are to name a few. Below are the indicative delivery timeframes based on the information provided by our logistics partners. Please note, these timeframes are in addition to 1-5 business days of processing time (order fulfilment).

United States and Canada	10-20 business days
United Kingdom	10-20 business days
Australia and New Zealand	10-20 business days
Europe	10-25 business days
Asia	10-20 business days

 

There may be slight delays to these indicative timeframes due to pandemic and recent supply chain issues, but rest assured we are constantly working on managing your deliveries efficiently. If you need any assistance with locating your parcel, you may always reach us via email at info@shopkawaiimi.com.

Order tracking

Once you have placed the order and the parcel is handed over to our logistics partners, you would receive emails regarding status of shipment. Please look out for these emails. Sometimes they may land into your spam folder, so please keep an eye. And as always, feel free to reach out to us if you need any help with tracking your order.

Shipping locations

We ship worldwide including United States, Canada, South America, Europe, United Kingdom Australia, New Zealand and Asia. There are a few exceptions where we cannot ship currently due to local government policies or lack of integration of our platform with the local import and customs processes. Please reach out to us at info@shopkawaiimi.com for more information on shipping destinations.

Products from a single order shipped 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.

Custom clearance

Our logistics partners take care of all the necessary shipping processes including custom clearance. Although most of the parcels do not attract any custom duties, there may be occasions when a parcel attracts custom fees and this is out of our control. If any custom fees incur, the customer is required to pay it. Please reach out to us at info@shopkawaiimi.com if you have any questions on this matter or need any assistance. In addition, we are unable to address any delays at the customs as we do not have control or influence over custom processes.

Lost, stolen and seized parcels

We have all experienced this at some point. It is not uncommon for the parcels to get lost or stolen in transit. Sometimes they are marked as delivered while in fact they are not delivered. This is why we provide free tracked shipping for you to be able to check the status of your parcel.

Once your parcel is shipped, you would receive shipping notification and updates via email and SMS (if you have opted). If you cannot receive the parcel at the time of delivery, please have someone else to receive it on your behalf. You may also advise your local post office to direct the parcel to another convenient location or store in the post office or PO box for pickup later. Please note, if your delivery address is a public place such as a restaurant, shop, shared residence or a business, we will not be responsible for lost and stolen parcels.

Please ensure to provide correct delivery address at checkout, failing which, we will not be responsible for non-delivery. We rely on the performance of shipping partners and local courier companies and ensure to maintain good communication with them. However, we will not be responsible for non-delivery as we cannot control the way they operation. Rest assured, we are always there to help you with any queries or issues you may have.

Delay in delivery or missing package

If you do not receive your order at your address or from another collection location (if applicable) after 90 days of order placement, you may be entitled for a reshipment. If 90 days have passed and you have not received the parcel, please report it to us at info@shopkawaiimi.com within 14 days.

Missing parcels

You will receive an automatic email from us once the status of the package is marked as ‘delivered’ by the courier. Sometimes local couriers mark the parcels as ‘delivered’ prior to actually delivering it.

We advise that you wait 2-3 business days as your parcel might have been erroneously marked as ‘delivered’. Also, please look out for a delivery note from your local post office which contains instructions to receive your parcel. Alternatively, please contact your local post office (not the hotline) with the tracking number and ask for the delivery details. They can provide you accurate information about the status of the parcel. If the package still does not show up, please file a claim with the post office or contact us at info@shopkawaiimi.com. We will try our best to locate your missing package and provide applicable solutions.

Undelivered order returned to Kawaiimi

Some orders are marked as ‘undeliverable’ due to reasons such as incorrect or unknown address, multiple failed delivery attempts or shipment unclaimed by local courier’s custom agent. If your parcel is returned back to Kawaiimi, please notify us at info@shopkawaiimi.com with your order number as soon as possible. We will organize re-shipment for you. However, it would attract handling and re-shipment fees.

Ordering for holiday, peak seasons and special occasions

During holiday and peak seasons, generally cargo carriers have long queues of consignments. Often this results in delays in delays in deliveries. Although we try our best to deliver your parcel to you the soonest possible, unfortunately we cannot guarantee that your package would arrive on time for the special occasions such as birthday, Christmas, anniversary and wedding. Therefore, we encourage you to place the order as early as you can so that there is sufficient time for the delivery.

If you would like to return an item as it is delivered later than expected, please email us at info@shopkawaiimi.com within 2 weeks of delivery. You will then be required to send the item back to our warehouse address or office address (as instructed) within the next 2 weeks. And you will be liable to bear the cost of returning the item.