Shipping & Returns – Kawaii Pen Shop
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Shipping & Returns

KAWAII PEN SHOP GLOBAL SHIPPING GUIDE

We provide free standard international shipping on orders above $30 USD (excluding gift card purchases). 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

Good news! We have currently returned to pre-pandemic delivery speed. Please see the timetable below for the estimated shipping time for your country.

Due to COVID-19, orders placed before July 20th may be subjected to 8 - 9 weeks shipping delay. 

Free shipping is currently not available to selected countries. Shipping charges will be calculated at checkout if free shipping is not available to your country. 

What preventive steps are we taking?

  • Adjust fulfillment shift to reduce the density of staff.
  • Move packing stations to a minimum of six feet apart.
  • Wear face mask when on premises.
  • Provide hand sanitizers on all packing stations.
  • Sanitize our fulfillment center at the end of each shift.
  • All staff members who can work from home are doing so.

Thank you for your patience as we navigate the situation with COVID-19 and adapt to the new normal. For the current shipping time for your country, please review the timetable below updated as of March 24th, 2020.

Shipping Method

Country

Shipping Time                          (Business Days Estimation)

 

 

 

 

Free Shipping

United States, Canada*, France, Belgium, Germany, Netherlands, Switzerland, United Kingdom, 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

10 - 24

Brazil, Chile, Italy, Russia, South Africa

14 - 30

UAE, Kuwait, Saudi Arabia, Lebanon

10 - 24

Other Countries

10 - 30

 

Paid FedEx Shipping

United States, Canada

2 - 4

Other Countries

3 - 6

Please be aware that due to COVID-19, processing and delivery information for orders placed before July 20th may not be updated.  

*As of 23rd of July, 2020,  standard free shipping to Canada and Hawaii has been suspended. We continue to offer paid expedited courier shipping which takes 2 - 5 business days.

*Standard free shipping to Canada may be subjected to delay up to 3 months due to COVID-19. 

 

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. Due to COVID-19 pandemic, we strongly recommend our customers to consider this option if it is available for your order.

CUSTOMS DUTIES

In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not grant refunds for customers that reject their packages upon arrival for failure to pay duty fees.

Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for indefinite period for reasons beyond our control.

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!  

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 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.