Frequently Asked Questions

Here you can find an immediate answer to our most commonly asked questions. If you cannot find an answer for your question here, please scroll down to send us a message.

I have not yet received my order, where is it?

The delivery time of your order depends on the shipping method used, and where you are located.

UK orders usually take between 1-4 business days to arrive. 
European orders usually take between 2-4 weeks to arrive.
USA & Canada orders usually take between 2-6 weeks to arrive. 
Other International orders can take up to 6-8 weeks to arrive, depending on where you are located. 
Please note, due to COVID, there may be slight delays with your order! Also, under uncertain peak periods and during holidays the delivery time may be longer than estimated. No need to worry, your order is on it’s way! We apologise for any inconvenience this may have caused.
If you are based in the UK, and your order has not arrived within 10 days of dispatch, please contact us and we will get this issue resolved right away! 
If you have made an International order, your order may be held at customs, and there may be fees to pay! Please check the tracking of your order, if it states it is held at customs, please contact the delivery partner as soon as possible. 
In some rare cases, your order may have been lost in the post. If you are concerned about your order, please contact us. 
Remember, you can track your orders via the Royal Mail website. You can also check out our Shipping page for more info! 

I’m not happy with my order! 

Oh no! In the extremely rare case that you’re not happy with your order, please contact us as soon as possible. 
At Kiki Kawaii we stand behind everything we sell, and if you are not happy with the items you have purchased, we will do everything we can to resolve the issue and make your shopping experience as stress free and positive as possible.

If the issue cannot be resolved, you can return your order for a replacement or refund within 15 days of receiving them. However, Kiki Kawaii is not responsible for any shipping fees back to us.

Please contact us before returning any items. If you return your item without contacting us beforehand, you may not be eligible for a refund!

How do I track my order? 

You can keep updated and track your order via the Royal Mail website, here:
If your order is International, you will be redirected to the delivery partners tracking site once you have entered your tracking number. If you are not redirected, please click ‘Continue Tracking’ on the Royal Mail Tracking page. 
If your order has been sent via Royal Mail 2nd Class, there will not be any tracking provided. Only items sent via Royal Mail Tracked 48, Next Day and International Tracked will include tracking. 
You can find your tracking number on the email you will receive once your order has been dispatched.

Why hasn’t my order been shipped? 

All orders aim to be dispatched within 1-3 business days, however, please remember we are a very small team, and sometimes dispatch times can take slightly longer than expected! 
Under certain peak periods and during holidays, dispatch times may be a little longer than expected. 
If you have not received a confirmation email, your order may have not gone through correctly! Please contact us as soon as possible in order to confirm your order. 
Someone, certain details can be missing from your order, such as a name, house/apartment name or number, postal/zip code, or more. If we notice any information missing, we will place your order on hold and contact you whilst we get the issue resolved. 

What payment methods do you accept? 

Here at Kiki Kawaii, we accept PayPal and all major Credit/Debit cards such as Visa, Mastercard, American Express, Discover, Diners Club, Maestro, Shop Pay, Apple Pay and Google Pay.

Can I rush order shipping? 

If you are shipping to the UK, you can choose express delivery. 
This order will be dispatched the next day and it will be sent via Royal Mail Guaranteed Next Day Delivery by 1pm. 
This order will also include tracking. The cost of this shipping method is £8.99

When will a product be back in stock?

We try to re-stock all products as soon as possible. Unfortunately, some products are seasonal and might not be available at all times. Depending on the sales volume and customer feedback, sadly, some items may never be restocked. Other items are also limited edition, and will not be restocked.

For specific restock times on a certain product, please contact us!

Still have questions?

If you still have questions, please contact us and we will get back to you as soon as possible! We also warmly welcome feedback, questions, suggestions, and ideas for improving our store & services. Your comments are important to us! 

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