FAQ's
1. How can I get in touch?
You can find lots of information about Curiously Kawaii via the 'Customer Support' pages, just click the relevant link at the bottom of the homepage to read about various topics. If you cannot find the answer to your question, then please feel free to simply email the team using the ‘Contact Us’ form. We do receive lots of emails so please allow 1-3 business days for a response. Thank you!
2. Where do you ship?
At the moment we ship exclusively to the UK (Mainland) and best of all it comes tracked and totally free of charge! If you're not located in the UK? Don’t worry, we are working extremely hard to expand our business, so 'Sign Up' for free our we’ll keep you posted on our progress!
3. How long does shipping take and when will I receive my order?
Products predominantly ship from our warehouses based in China and Europe and are usually received within 10 - 21 days, this is inclusive of the order processing time. To make the wait just a little bit more bearable, we offer 100%, no fuss, free ‘tracked shipping’ on ALL of our orders! 🙂
4. My order has been shipped. Can I track it?
Once your order has been dispatched, you will receive an email notification which will include a tracking number that you can then use to check its current status. Please allow up to 7 days for the tracking information to become available. Got your tracking number? You can track the status of your order here, just click on the link! Please kindly note that you may receive more than one tracking number if it hasn't been possible to combine your order into a single parcel. (Please also check that your order confirmation email hasn’t been misdirected to your spam folder)!
5. I haven’t received my order, what do I do?
Rest assured we've got you covered! If you haven't received your order within 8 weeks you automatically qualify for a full refund or reship free of charge, the choice is yours! Simply get in touch at info@curiouslykawaii.co.uk or use the ‘Contact Us’ link at the bottom of the ‘Homepage’ and our customer support team will be more than happy to help! Please ensure you provide both your name and order number, and we will get back to you as soon as possible. We always aim to respond to emails within 1-3 business days.
6. Where is the rest of my order?
Don’t Panic, while we always try to combine items into single parcels, for logistical reasons and so that we can continue to offer our lovely customers completely FREE ‘tracked shipping’, orders may, on occasion, be shipped in multiple packages. Rest assured, this is totally normal and any remaining items will likely arrive in due course. In the unlikely event that you have not received your entire order within 8 weeks, then please get in touch. Simply email the team at info@curiouslykawaii.co.uk or use the ‘Contact Us’ link at the bottom of the ‘Homepage’ and we will be happy to assist.😊
7. Can I return my items?
Absolutely! At Curiously Kawaii we want you to be completely satisfied with your purchases, for this reason we offer our customers an extended 30 day return policy, meaning you have 30 days after receiving your item to request a return. You only have to pay the shipping back to us. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please make sure you provide the email address associated with the order, describe the issue and include photos where possible. We always aim to respond within 1-3 business days.
8. Damages and issues
At Curiously Kawaii we strive for nothing less than 100% customer satisfaction. If you receive damaged or faulty goods, simply email our customer support team at info@curiouslykawaii.co.uk or use the 'Contact Us' page to get in touch! Please make sure you provide the email address associated with the order, describe the issue and include photos where possible. We always aim to respond within 1-3 business days. Please note, before requesting a return it's important to get in touch for further instruction on how to do this. Any items sent back to us without first requesting a return will not be accepted. Please remember it can take some time for your bank or credit card company to process the refund. You can review our returns policy here. If you have any further questions, please do not hesitate to contact us!
* Exceptions / non-returnable items
* Unfortunately, we cannot accept returns on sale items or gift cards
9. Duties & Taxes
Your order may be subject to tariffs and duties which are incurred once a shipment reaches your destination country. Curiously Kawaii is not responsible for these charges if they are applied and are your responsibility as the customer.
For more information on this, please refer to the GOV.UK website which can be found here, Tax and customs for goods sent from abroad: Tax and duty - GOV.UK (www.gov.uk)