At ooKawaii, customer satisfaction is our top priority. Please be assured that we strive to ensure that all our customers receive their orders on time. While we make every effort to minimize delays, there can be factors beyond our control (i.e., peak seasons, logistics issues) that may affect delivery times.

All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when making a purchase from us. If you do not receive your item by the specified timeframe in our Refund Policy, we issue you a full refund for your purchase.

When making a purchase from our store, you agree to the refund policy stated below. We also recommend reading our Shipping Policy thoroughly as shipping times may vary depending on your location. 

Our full Terms & Conditions are available here.

We process refunds in accordance with our refund policy as stated below:

Refunds for non-delivery of items 

*All items not delivered 45 days from the order date are eligible for an automatic refund. If you have not received your items after 45 days, please contact us for a refund.

1-1 For items shipping to United States, Canada, or the United Kingdom, we will issue you a full refund if:

(a) You have not received your item 45 days after the order date* (for example: You placed an order on Jan 1 2021 and it hasn’t arrived on Feb 15 2021); and

(b) The tracking for your items shows that the item has not been delivered to your address.

1-2 For items shipping to all other countries except United States, Canada, or the United Kingdom, we will issue you a full refund if:

(a) You have not received your item 45 days after the order date (for example: You placed an order on 1 Jan 2021 and it hasn’t arrived on 15 Feb 2021); and

(b) The tracking for your items shows that the item has not been delivered to your address.

1-3 For single item orders, we will issue a full refund including the cost of the item plus shipping.

1-4 In the case of multi-item orders where you only receive one part of your order, we will issue a refund for the cost of that part of the order which is not received, and the shipping costs in proportion to the number of orders not received. (for example, if you paid $40 and $14.90 shipping for 4 items and only received 3 items, we will refund you the cost of the item not received, plus $3.72 (shipping costs proportionate to the number of items not received). Please note, orders that were eligible for free shipping will not be refunded as there was no shipping cost. 

1-5 We will process refunds within 3 to 4 business days after reviewing your account. Please note that it may take between 5 to 10 business days for the refund to appear on your card statement.

Refunds of Items Significantly not as Described 

1-6 In the very rare occasion where your item arrives badly damaged or not as described, our customer support team will require further evidence to review and initiate a refund. This includes photos, videos, screenshots, product descriptions, and other material that we can use to verify that the item arrived damaged or was not as described.

1-7 Our customer service and support teams may, in their sole discretion, take the following course of action:

(a) Provide a full refund if the item arrives badly damaged or is not as described;

(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or

(c) Provide no refund.

Please note that we take an objective view when evaluating customer queries, and our customer support teams reserve the right to make a final decision on the refund amount in accordance with lines 1-7 of the refund policy. Please note we have a stringent process in place to ensure quality assurance on all our products.

1-8 You agree that a decision made by our customer service and support teams under the Refund Policy shall be final and binding.

1-9 All sales are final. We do not accept returns unless the item(s) are damaged upon arrival or do not meet their description.

Limitation on Liability

2-0 In making a purchase from us, you agree that our total liability to you under any circumstances, shall not exceed the amount paid (inclusive of shipping) for your item.

Refunds for Order Cancellations 

2-1 Except as determined under Clause 1-1 to 1-8 of this Refund Policy, order cancellations after a purchase is made are strictly non-refundable. Our buyer protection policy only applies to items not received or not as described as defined under the Refund Policy, and does not apply to order cancellation requests. If you have any questions or need clarification on any item in our store, please contact our customer service team and we will be happy to assist you. As a reminder, order cancellations are non-refundable.

If you need assistance with your order, please feel free to contact us.