Shipping and Delivery Policy
Shipping and Delivery policy
We provide Free Shipping from our warehouses in Asia by Registered Air Mail, and using your countries local postal service.
Shipping time varies by location. These are our estimates:
Estimated Shipping times
- UK: 8 - 22 Business Days
- United States: 8 - 30 Business Days
- Canada: 15 - 20 Business Days
- Germany: 15 - 20 Business Days
- Europe: 10 - 30 Business Days
- Australia, New Zealand: 10 - 20 Business Days
- Brazil: 20 - 40 Business Days
- UAE: 15 - 25 Business Days
*This doesn’t include our 3-5 working day processing time.
*All shipping times exclude clearance/customs delays
You will receive an email with a tracking number once your order is shipped. This Email will show that only one item has been sent, however this means that all your items have been sent in one box.
If you input your order number and email in our tracking page, this will show that all the items have been sent with the same tracking code.
MY TRACKING SAYS “NO INFORMATION AVAILABLE AT THE MOMENT"
For some shipping companies, it takes 3-5 business days for the tracking information to update on the system. If your order was shipped more than 7 business days ago and there is still no information on your tracking number, please contact us.
Packages very rarely get lost and we're yet to encounter a lost package.
However, Heart Of Kawaii is not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error we will fully take responsibility of the original order that was made for you at no charge.
Please ensure you are in when your package is due to be delivered or leave a sign if you are out to where you will want your package left. Once the package is shipped we are no longer liable if the package is misplaced or left insecure by a courier. If this does happen we will do our upmost to ensure we find your package and contact the courier to help in any way possible to ensure the satisfaction of our customers.
Customers rarely have to pay custom fees, unless the package is particularly large and heavy. We are not responsible for any custom fees/VAT once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country. If you have any issues please email us at firstname.lastname@example.org and we can look further into the matter.
For multi-item orders, why do my items have separate tracking numbers?
If you have ordered multiple items from our store (for example, a sweater and a pencil case), you may have noticed that we provide two separate tracking IDs for these items. This is because we may ship out your item from separate warehouses across the country depending on availability. We try our best to ship out multiple items in single packages for your convenience. Occasionally, we may also ship out items separately due to packet size restrictions in your country. In either case, you would be able to track each individual item in real time.
What kinds of payment do you accept?
We accept PayPal, Mastercard, Visa, American Express and most credit cards. All payments are safe and secured by encryption, and your card details will not be stored.
What is your refund policy?
In accordance with our buyer protection and refund policy, we will issue a refund if you don’t receive your item or if you item is not as described. If your item arrives damaged due to delivery handling, we will replace the damaged item with no extra costs on your part. Please read the terms of our Refund Policy here.