Shipping & Returns
KAWAII PEN SHOP GLOBAL SHIPPING GUIDE
We provide free standard international shipping on orders above $40 USD (excluding gift card purchases) to most countries. Please review the shipping table below for further information on particular countries.
PROCESSING
The average processing time is 2 to 4 business days; however, please note that the processing time can also be affected by the stock status of individual items, the time of the year, national holidays, etc.
SHIPPING
We have currently returned to pre-pandemic delivery speed to the most countries. Please see the timetable below for the estimated shipping time for your country. For orders below the free shipping threshold, the shipping charges will be calculated at checkout.
For the current shipping time for your country, please review the timetable below updated as of July 1st, 2022.
|
Shipping Method |
Country |
Shipping Time (Business Days Estimation) |
|
Standard Shipping |
United States, Canada*, France, Belgium, Germany, Netherlands, Switzerland, United Kingdom, Italy, Ireland, Iceland, Spain, Portugal, Denmark, Finland, Norway, Sweden, Slovenia, Poland, Hungary, Austria, Czech Republic, Israel, Japan, South Korea, Vietnam, Singapore, Malaysia, Thailand, Philippines, Indonesia, Australia, New Zealand |
7 - 18 |
|
Rest of the world |
8 - 24 |
|
|
FedEx Express Shipping |
United States, Canada |
2 - 4 |
|
Other Countries |
3 - 6 |
*To Canada, Hawaii and Alaska we offer free expedited courier shipping with a modified threshold which takes only 3 - 5 business days.
EXPEDITED SHIPPING
For selected countries, we offer expedited shipping for an extra charge. If your order is eligible for expedited shipping, you will be able to select it at checkout. Please note that for customs clearance purpose, phone number is required for expedited shipping.
CUSTOMS DUTIES & CLEARANCE
In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. Depending on your destination country, we may collect VAT at checkout in compliance with government regulation.
If customs clearance procedures are required under certain circumstances, delays may occur, which will affect our original delivery estimation time.
Kawaii Pen Shop is not responsible for any packages held, destroyed or returned by government or customs agencies and it is not our responsibility to make the customer aware of these agencies and their actions. If your order is returned to us due to aforementioned reasons, we will charge you a returned shipping fee before resending or refunding the order. Please check with your country's customs office to determine their procedures and any potential charges.
In summary; we may collect taxes and duties at checkout depending on your destination country. In these cases, you will not incur any extra charge upon receiving your package.
SHIPPING INSURANCE
Typically a carrier provides very minimal or no direct shipping insurance for any package that is shipped. Therefore, we recommend buying shipping insurance from us on the "Check Out" page. Shipping Insurance offers premium protection and safety for your valuable items during international shipping. We will reship your package immediately at no extra charge if the package is lost or damaged.
CANCELLATIONS, RETURNS & DAMAGES
Q - Can I make changes to or cancel my order?
We at Kawaii Pen Shop work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed, and set aside for shipping.
Please email us at info@kawaiipenshop.com as soon as possible with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!
All Kawaii Pen Shop gift cards are not returnable or refundable for cash. The good news is that the gift cards do not expire and can be used in multiple transactions until the credit runs out.
Q - What is your return policy?
We’re sorry you didn’t love your new products! We want you to enjoy your experience with Kawaii Pen Shop as much as possible, which is why we’re here to help. Just send us an email at info@kawaiipenshop.com within 30 days of receipt of your package, with your order number, the name of the product(s), and the reason why it didn't work out for you.
Unfortunately, we are unable to refund your original shipping charges/processing fees, and we do not offer exchanges on any of our products. You will be responsible for all returning shipping fee and we reserve the right to charge a restocking fee on all returned order.
If your order is returned to us due to incorrect shipping address, failure to claim the order, or any other mistake or negligence on your part, we will charge you a shipping fee before resending or refunding the order.
Kawaii Pen Shop can only accept returns for products purchased on our website (www.kawaiipenshop.com).
Q - Can I exchange a product?
We do not offer direct exchanges on any of our products.
Q - An item in my order was damaged in transit! What do I do?
Oh no, we’re so sorry to hear this! Please send us an email at info@kawaiipenshop.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!
Q - How long does it take to receive the refund?
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Q - What happens if my package is lost?
In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund provided that shipping insurance was purchased at checkout. A package is deemed lost if it is not delivered within 120 days. In such case, you must contact us within 30 days so we can reship or refund your order.