Welcome to ooKawaii – We’re on a mission to brighten your world with all things kawaii by helping you find comfort and joy in your safe space – your home ♥! Here are some frequently asked questions on shipping and order tracking that you might find useful.

What currency are the prices quoted in? 

All prices are quoted in USD. Please note that if you are not based in the US, your bank may do the currency conversion for your purchase.

How long does shipping take? 

We provide tracked express shipping worldwide.

Shipping takes approximately 15-35 business days depending on your location. If you have a multi-item order, you may receive one part of your order faster than the other. We thank you for your patience during this time.

Due to the impacts of Covid-19, we have revised our shipping times as follows:

Shipping to USA: 15-30 business days (tracked international shipping). Shipments to USA will be delivered by USPS.

CountryAverage Transit
Time
FastestSlowest
USA18 days*14 days35 days

*Please note that bulky items may take slightly longer to arrive (>25 days) **Items not delivered after 45 days are automatically refunded.

**If you are unable to see any tracking information for your order, please enter your tracking number here or contact us.

Shipping to Europe – UK, Germany, France, Italy: 15-31 business days (tracked international shipping) 

CountryAverage Transit
Time
FastestSlowest
UK14 days12 days30 days
Germany18 days14 days30 days
France15 days14 days30 days
Italy19 days14 days30 days

Shipping to Canada: 20-30 days (tracked international shipping)

CountryAverage Transit
Time
FastestSlowest
Canada24 days*18 days35 days

*Canada Post has indicated that they are currently experiencing delays with delivery. We expect all customers to receive their items, and we seek your kind understanding during this time. For more info, please check here.

Shipping to Asia, Australia, New Zealand: 25-30 days (tracked international shipping)

CountryAverage Transit
Time
FastestSlowest
Australia18 days14 days35 days
New Zealand18 days14 days35 days
Malaysia15 days12 days35 days
Singapore15 days12 days35 days
Hong Kong15 days12 days35 days

Shipments to the USA are handled by USPS, while orders shipping to UK and Canada are handled by Royal Mail and Canada Post respectively. Items going to France are handled by La Poste, while items going to Australia are handled by Australian Post.

*When you place an order with us, you will receive an email confirming your purchase and another email with the tracking ID for you to track your order in real time.

What happens if I don’t receive my order? 

Under our Refund Policy, we will issue a refund for your item that does not arrive after 45 days from the order date. Please be assured that we will do our best to ensure that you receive your item on time, however, factors outside our control (i.e., customs clearance, protests, pandemic lockdowns) may cause delays. We seek your kind understanding during this period.

Why don’t I see any tracking information? 

Please allow at least 3-5 business days for the tracking information to be updated on the logistics side. Do note that the tracking link provided in the email may take time to fully load as the tracking number needs to be tracked across different logistics networks for your country. If you are still not able to see any tracking information, please type in your tracking number here or contact us.

Where do you ship to? 

We ship to most countries worldwide!

Do I have to pay for custom fees or VAT? (if applicable)

You are solely responsible for the payment of any customs duties and/or VAT charges for your item(s) to clear customs and enter your country for delivery. It is not possible for ooKawaii to make payment for such customs duties and/or VAT charges beforehand, as these payments must be made by the importer (i.e., you) to the relevant customs authorities if requested. The shipping costs do not include any customs duties and/or VAT that may be incurred by you.

From our experience, only Scandinavian and Northern EU countries (such as Sweden and Norway) will require payment of VAT and/or administrative charges for delivery of your item. Most items going to USA, Canada, Germany, France and Asia will not impose additional VAT charges on your item and in most cases are delivered as per normal.

Does each item come with a tracking number? 

Yes, you will receive a tracking number when we ship out your items to track in real time. This tracking number may also be used to track your order with your local mail delivery service (i.e., USPS, Royal Mail) depending on your country and location.

How long does it take to receive a tracking number? 

It takes approximately 2-5 business days to receive a tracking number for your item. Please note that it may take up to 7 days to receive your tracking number for custom orders, as we will have to create the design according to your size selection before shipping them out. For multi-item orders, tracking numbers for all items will only be sent once all the items have been shipped. The tracking numbers will be sent to the email address used during checkout.

For multi-item orders, why do my items have separate tracking numbers? 

If you have ordered multiple items from our store (for example, a mouse pad and an AirPods case), you may have noticed that we provide two separate tracking IDs for these items. This is because we may ship out your item from separate warehouses across the country depending on availability. We try our best to ship out multiple items in single packages for your convenience. Occasionally, we may also ship out items separately due to packet size restrictions in your country. In either case, you will still be able to track each individual item in real time.

How do I track my order using my tracking number?

To track your order in real time, just click on the tracking number sent to your email to see the delivery status of your order.

How would I receive the tracking numbers? 

The tracking numbers would be sent via email to the email you used during checkout.

Can I cancel or amend my order after payment? 

We accept order cancellations if your order has not been shipped out yet. You may also request an item change after placing your order (e.g., if you wanted a pink mouse pad instead of a white one) before it has shipped. Please contact our customer service immediately using the contact us page for any cancellation and order amendment requests

What are your shipping fees?

We offer free shipping for orders $25 and up. There is a flat shipping fee of $6.95 for orders under $25

What kinds of payment do you accept? 

We accept PayPal, Mastercard, Visa, American Express, and most credit cards. All payments are safe and secured by encryption, and your card details will not be stored.

What is your refund policy? 

In accordance with our buyer protection and refund policy, we will issue a refund if you don’t receive your item or if your item is not as described. If your item arrives damaged due to delivery handling, we will replace the damaged item at no extra costs. Please read the terms of our Refund Policy here.

How do I get in touch? 

We’d love to hear from you! If you need assistance with your order, feel free to contact us with your order number at our email at hello@ookawaii.com.

Our full Terms & Conditions are available here.