Shipping & Returns

1. SHIPPING

Shipping is free on all orders and there is no minimum purchase required. 

Shipping takes 9 to 20 business days to most destinations in the world.

US - 9-14 business days

Canada - 9-19 business days

UK - 15-35 business days

Mexico - 30-40 business days

Australia - 9-19 business days

Brazil - 30-40 business days

Germany - 15-25 business days

France - 9-19 business days

Multiple product orders may be split into several shipments due to carrier weight limitations.

2. TRACKING

Unless otherwise specified on the product page, all products are sent via tracked mail. Expect to receive your tracking number(s) within 2-5 business days from the moment you placed your order.

After you have received your tracking number, you can track your order here.

3. RETURNS

3.1 Return Policy

3.1.1 Return conditions

Our return policy lasts 14 days. If 14 calendar days have gone by since you have received your purchase, we will not be able to process your refund. No exceptions will be made.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

3.1.2 Exceptions

Several types of goods are exempt from being returned, including lingerie, swimwear, and hosiery (socks/tights). No exceptions will be made.

3.2 How to return an item

If you want to return an item, please contact us first via email at support@thekawaiifactory.com 

Our customer support agent will send you a free return shipping label along with a return deadline. Please print out the label, attach it to the package, and drop it off at any of the specified carrier's locations to complete your return.

Please mind the return deadline. After the deadline has passed, the return label becomes void. Once the label is voided, we are no longer able to process the return.

4. REFUNDS 

4.1 Refunds for returned items

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your PayPal account. The money will be back in your account within 14 business days after the issue of a refund.

4.2 Refunds for unreturned items

In principle, we do not offer refunds before an item is returned to our warehouse, with the following exceptions:

4.2.1. Refunds for lost packages

If the tracking number of your package does not show any updates on any tracking website within 14 business days from the shipping date, we shall consider the package "lost" and offer you a refund.

4.2.2 Refunds for items that are "significantly different" from what you see on our website

A "significantly different" item is limited to the following conditions (I) more than 3cm/1" larger or smaller than any measurement indicated on the product page, (II) a different color (not including monitor differences that can slightly alter the shade), (III) a different shoe size, (IV) a completely different product (ex. received a top instead of a dress.)

4.3. Refunds for undelivered packages

We shall not be held responsible for any claims and are unable to provide refunds in the following cases (I) the package cannot be delivered due to the buyer providing a wrong/incomplete shipping address, (II) the package has reached the destination point but has been marked as "undelivered" or there have been no updates since a "failed delivery attempt", (III) the package is marked as "delivered" but has been stolen. Please contact your local post office with inquires about your package.

5. SALE ITEMS

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

6. EXCHANGES

In the unlikely case that you received a defective item, or an item that is the wrong size, color, or style, please contact us at support@thekawaiifactory.com and we will arrange a free replacement for you.