Shipping & Returns
1. SHIPPING
Shipping is free on all orders and there is no minimum purchase required.
Shipping takes 9 to 39 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 on our website here.
3. RETURNS
3.1 Return Policy
3.1.1 Return conditions
Our policy lasts 14 days. If 14 days have gone by since you have received your purchase, we will not be able to process your refund.
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 makeup that has been opened and/or used.
3.2 How to return an item
If you want to return an item, please contact us first via email at support@thekawaiifactory.com
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer before contacting us.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
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, then 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.
4.3. Refunds for undelivered packages
If the package has reached the destination point but has been marked as "undelivered" or there have been no updates since a "failed delivery attempt", we shall not be held responsible for any claims, and are unable to provide refunds. 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.