Refund policy

Return Policy

Last updated May 1, 2026

At Kawaii.shop, operated by Kawaii Stop LLC, we want you to feel confident ordering from us.

Because many of our items are imported, limited-run, made-to-order, or crafted from delicate materials, this policy is designed to balance customer fairness with quality control, hygiene standards, and order accuracy.

By placing an order, you agree to the terms below.

1. Quick Overview

  • Eligible items may be returned within 14 days of delivery
  • Eligible returns may receive store credit or exchange
  • Refunds to the original payment method are provided when a fulfillment error occurs
  • A 20% restocking fee may apply to buyer’s-choice returns
  • No restocking fee applies to damaged, defective, or incorrect items
  • Shipping, taxes, customs duties, and protection fees are non-refundable
  • Items marked Final Sale are not eligible for return unless defective or incorrect
  • We provide a fair and reasonable resolution for all qualifying issues

2. Return Eligibility

Items must meet all of the following:

  • Unworn, unused, and unwashed
  • Original tags attached
  • No stains, odors, or damage not caused during transit
  • Original packaging included when possible
  • Return request submitted within 14 days
  • Not marked Final Sale

Unless the return is due to our error, return shipping is the customer’s responsibility.

3. Store Credit & Exchanges

Buyer’s-choice returns (non-error) are typically issued as:

  • Store credit
  • Exchange for item value

Non-refundable charges include:

  • Original shipping
  • Return shipping
  • Customs duties, VAT, and tariffs
  • Shipping protection or insurance
  • Expedited shipping upgrades

Restocking Fee

A 20% restocking fee may apply to returns such as:

  • Ordering the wrong size
  • Change of mind
  • Preference for a different style or color

This fee covers inspection, quality control, and processing.

No restocking fee applies to items that are:

  • Damaged
  • Defective
  • Incorrect

Store Credit Terms

Store credit:

  • Is based on item value (minus applicable fees)
  • Is valid for 12 months
  • Cannot be redeemed for cash
  • May only be converted to a refund if we are responsible for the issue

4. Refunds (Original Payment Method)

Refunds are issued when a fulfillment error occurs, including:

  • Incorrect item
  • Incorrect size or color
  • Defective item
  • Damage during packing or fulfillment

Depending on the situation, we may offer:

  • Replacement
  • Store credit
  • Refund
  • Prepaid return label (if required)

Customs and third-party fees are not refundable.

5. Color & Display Variations

Minor differences due to:

  • Screen settings
  • Lighting
  • Fabric batches

Are considered normal and not defects.

Significant discrepancies will be reviewed as incorrect-item cases.

6. Sizing & Measurement Variations

Please allow a variance of 1–3 cm (0.4–1.2 in).

Fit or preference-based issues fall under buyer’s-choice returns.

7. Final Sale Items

Final Sale items are not eligible for return or exchange unless:

  • Damaged
  • Defective
  • Incorrect

These may include:

  • Lingerie / swimwear
  • Beauty products
  • Cosplay / made-to-order items
  • Collectibles / figures
  • Clearance or promotional items
  • Gift cards

8. Damaged, Defective, or Incorrect Items

Contact us within 7 days of delivery with photos or video.

We will review and provide an appropriate resolution.

9. International Orders

Customers are responsible for:

  • Customs duties
  • Import taxes
  • Tariffs and VAT

If a package is refused or unclaimed, any resolution will depend on:

  • Carrier handling
  • Return status
  • Applicable fees

10. Orders Marked Delivered

Orders marked as delivered are considered fulfilled.

If your package is missing:

  • Confirm your shipping address
  • Check with neighbors or building management
  • Contact the carrier

If a delivery error is confirmed, we will review next steps.

11. Cancellations

  • Orders canceled within 30 minutes may qualify for store credit
  • After processing begins, cancellation may not be possible
  • Made-to-order items cannot be canceled once production begins

12. Disputes & Chargebacks

Please contact us before opening a dispute.

Most issues can be resolved quickly through support.

If a dispute is filed, we may provide:

  • Tracking confirmation
  • Communication history
  • Resolution attempts

13. Customer Support

Hours: Monday–Friday, 9:00 AM–5:00 PM CT
Response Time: 24–48 business hours
Closed: Weekends and major holidays

Email: contact@kawaii.shop