Refund policy

REFUND/RETURN POLICY

Updated 5/27/2024

At Kawaii Stop, we want you to be completely satisfied with your purchase. That's why we offer a hassle-free return policy within a 15-day window starting from the date of delivery. If for any reason you are not satisfied with your order, you have up to 15 days to initiate a return through your account.

Eligibility Criteria:

  • Returns can ONLY be initiated directly from your account. Please ensure that all required details are filled in accurately to avoid any processing delays.
  • Please note that specific items, such as swimwear, lingerie, pants, leggings, health and beauty products, clearance items, and any items labeled as non-returnable on the product page, are exempt from our return policy. Please see below for full list of NON Returnable items.

Return Process:

  1. Access your account and navigate to the order containing the item you wish to return.
  2. Initiate the return process and provide all requested information.
  3. Ensure product can be returned by checking this page.
  4. Pack the item securely in its original packaging, ensuring it's unused and in the same condition as received. (Used items will not be refunded and buyer will have to buy postage to get the item sent back to them)
  5. Send the package back to us using a reliable shipping method. Please note that return shipping costs are the responsibility of the customer.

Refund Options:

  • Once we receive and inspect the returned item, we will process your refund. You have the option to choose how you'd like to receive your refund:
    • Refund to the original payment method minus any fees.
    • Receive a gift card, allowing you to shop with us again at your convenience minus fees.

20% Restocking Fee:

  • For eligible returns, a 20% restocking fee WILL apply + Non-Refundable Fees.

Non-Refundable Fees:

  • Original shipping fees. For orders with free shipping, a flat rate of $3.99 will be deducted, reflecting the shipping charges we incurred on the original order.
  • Import Duties
  • Customs Fees
  • Kawaii Guard
  • Any other associated charges are non-refundable. 

Non-Returnable Items:

  • The following items are non-returnable for hygiene and quality reasons:
    • Adult Games
    • Beauty & Health products
    • Bras
    • Cosmetics
    • Cosplay items
    • Essential Oils & Aromatherapy products
    • Headwear (Beanies, Hats, Etc.)
    • Intimates
    • Kawaii Guard
    • Leggings
    • Lolita Dresses
    • Panties
    • Sexy Lingerie
    • Sexy Products
    • Skin Care products
    • Swimsuits
    • Shoes
    • Figurines
    • Pre Orders/Pre Sales/Deposits
    • Reflective Clothing
    • Wall Scrolls
    • Made To Order Items

Please allow some time for the refund to be reflected in your account, as processing times may vary.

Damages/Incorrect Item Sent:

We always make sure to check every item before it is sent, but mistakes can happen. Full refunds can be issued if the wrong item was sent or if the item arrived damaged. Please contact us with clear pictures of the damage within 15 days of receiving the item. If Kawaii Stop is at fault we WILL provide label for return. If an item is out of stock, we will notify you by email and offer store credits or a refund.

Customer Mistake on Size/Color/Address:

  • Size/color: Items that are the wrong size or color on the customer's part may be exchanged only, provided they are in their original condition, unwashed, and unworn. However, customers must bear the cost of a restocking fee of 20%, return shipping fee, and new item shipping fee.
  • Address: We are not liable for undeliverable or incorrect addresses provided by the customer.

Refund for Minor Difference

An item received late, slight color difference or a change of mind will not be accepted for a refund, return or exchange. Some items may have a difference of 1-3 cm from the product description because the factory cannot make every item exactly the same. We cannot refund or replace items because of minor differences.

Theft/Lost Packages:

We do not refund or replace stolen or missing packages that have delivered status on the tracking number history. (Excluded if Kawaii Guard is in Order)

 

We are committed to providing excellent customer service and ensuring that you have a smooth shopping experience with us. If you have any questions or require assistance with the return process, feel free to contact our support team. Your satisfaction is our priority, and we are here to assist you.

Thank you for choosing Kawaii Stop!