💜 Got Questions?
Frequently Asked Questions
Everything you need to know about ordering from Kawaii Merchandise. If you cannot find your answer here, just email us at support@kawaiimerchandise.com
🚚 How long does shipping take?
Standard shipping typically takes 7–14 business days for international orders and 5–10 business days for domestic (US) orders. During peak periods (holidays, sale events) it may take up to 21 business days. We always recommend ordering a little early for gifts! You will receive a tracking number by email as soon as your order ships.
🎉 How do I get free shipping?
Free shipping is automatically applied to all orders over $50 USD at checkout — no code needed! If your order total reaches $50 or above, the free shipping option will appear automatically. For orders under $50, standard shipping is $10.99–$15.99 depending on your location and the size/weight of your order.
🧸 Are your plushies safe for children?
Yes! Our plushies and stuffed animals meet international toy safety standards. They are made from soft, non-toxic, hypoallergenic materials. That said, very small plushies with detachable accessories are recommended for ages 3+ due to small parts. Product listings include age recommendations — always check before purchasing for young children.
↩️ What is your returns policy?
We accept returns within 30 days of delivery for items in their original condition (unwashed, unused, with tags attached). To start a return, email support@kawaiimerchandise.com with your order number (KM-XXXXXX format) and the reason for return. Return shipping costs are the responsibility of the customer. Refunds are processed within 5–7 business days of receiving the returned item.
🎁 Do you offer gift wrapping?
We do not currently offer formal gift wrapping as a separate service, but our packaging is already pretty cute! All orders are carefully packaged to protect your kawaii items during shipping. For gifts, we recommend adding a personal note in the order comments at checkout and we will include it with your order. Gift cards are also available!
📦 Do you ship internationally?
Yes, we ship worldwide! We deliver to the US, Canada, UK, Australia, Europe, and most countries globally. International orders typically arrive in 7–14 business days, though some regions may experience longer transit times (15–30 days). All international orders include tracking. Please note that import duties and taxes are the responsibility of the customer and vary by country.
💼 Do you offer wholesale or bulk orders?
We do consider wholesale inquiries for retailers and event organizers. For bulk orders of 20+ items, please contact us at support@kawaiimerchandise.com with details about your business and the products you are interested in. We will get back to you within 2–3 business days with wholesale pricing information.
🧼 How do I care for my kawaii plushies?
Most of our plushies can be spot-cleaned with a damp cloth and mild soap. For smaller plushies, gentle hand-washing in cold water works well. Always air-dry plushies flat — never put them in the tumble dryer as the heat can damage the filling and fabric. For giant plushies, surface cleaning is recommended. Full care instructions are included on product tags.
✨ What makes your products different from cheaper alternatives?
Every product in our store is personally curated. We test for softness, durability, and that all-important kawaii factor before listing anything. Our plushies use premium PP cotton filling for a consistent, huggable feel, and our fabrics are chosen for their softness and colour fastness. We are not a drop-shipping site — we genuinely love what we sell and stand behind every item.
💳 What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption. We do not store your card details. Your checkout is 100% safe and secure.
📍 How do I track my order?
Once your order ships, you will receive an email with your tracking number. You can use this number to track your package through our carrier portal or via global tracking sites like 17track.net. Your tracking number will start with an international carrier code. If you have not received a tracking number within 5 business days of your order, please contact us at support@kawaiimerchandise.com.
🔢 What does my order number (KM-XXXXXX) mean?
All Kawaii Merchandise orders are assigned a unique order number in the format KM-XXXXXX (e.g. KM-001234). You will see this in your order confirmation email and in your account if you have registered. Always include your KM- order number when contacting support — it helps us find your order instantly and resolve any issues as quickly as possible.
Still have questions? 🌸
Our friendly kawaii support team is here to help!
