FAQ
How long does shipping take? Our Shipping Policy:
We provide tracked express shipping worldwide. Shipping takes approximately 15-30 business days depending on your location.
We have fully transitioned to a faster delivery courier for all orders. All orders will start to be delivered faster to the United States and most countries in Europe.
If your item does not arrive within the promised delivery time, we can either reship OR refund it for you, no questions asked! That’s a guarantee!
Average shipping times according to country or region:
USA: 15-30 days | Shipments to USA will be delivered by USPS.
Canada: 20-35 days
UK & Germany: 15-30 days
| Country | Average Transit Time | Fastest | Slowest |
| UK | 14 days | 11 days | 21 days |
| Germany | 14 days | 12 days | 24 days |
| France | 15 days | 14 days | 24 days |
| Italy | 19 days | 14 days | 26 days |
| Poland | 19 days | 16 days | 27 days |
| Ireland | 20 days | 16 days | 26 days |
| Spain | 17 days | 14 days | 22 days |
| Finland | 18 days | 14 days | 22 days |
| Switzerland | 20 days | 18 days | 24 days |
| Netherlands | 17 days | 16 days | 22 days |
| Austria | 24 days | 20 days | 30 days |
| Denmark | 20 days | 18 days | 28 days |
| Portugal | 17 days | 14 days | 22 days |
Shipping to Asia, Australia, New Zealand: 15-20 days
| Country | Average Transit Time | Fastest | Slowest |
| Australia | 16 days | 14 days | 30 days |
| New Zealand | 22 days | 17 days | 31 days |
| Malaysia | 17 days | 12 days | 28 days |
| Hong Kong | 18 days | 14days | 28 days |
| Singapore | 12 days | 8 days | 14 days |
Shipments to the USA are handled by USPS, while items going 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. Shipments to Germany are handled by DHL or Deutsche Post (depending on the size of the package). Occasionally other local logistics partners might be responsible but 99% of our orders ship with these services.
Does each order come with a tracking number?
Yes, you will receive a tracking number for every order which features real time tracking. Orders with multiple items might have multiple order numbers (see below why).
How long does it take until I receive my tracking number?
It takes approx. 2-5 business days to receive a tracking number for your item. The tracking numbers will be sent to your email address you used during checkout.
Do you ship to Post Office Box addresses and Military Bases (APO / FPO / DPO)?
Yes! We can ship to PO addresses and also military bases as long as you provide a proper zip code and any neccessary information – if you are in doubt about what information to provide, please reach out to us 🙂 We are proud to be shipping to the US troops!
What about shipping for orders with multiple items?
Occasionally, if purchasing more than one item, we may ship them separately. This is due to two factors:
We have two warehouses and not every item is available in each warehouse. So in order to deliver the goods to you as fast as possible we ship separately from each warehouse instead of relocating one item to the second warehouse and then ship together.
Over the last years we have gathered extended experience with customs processes in different countries and regions – some countries have a very thorough customs screening and in order to avoid additional customs fees for you we split up bigger orders to minimze the value of each package.
How do you deal with customs fees?
In general the buyer is responsible for all customs fees that might occur. We do our best to avoid this by shipping bigger orders in separate packages (for free – no additional charge for split shipping!).
Anyhow if you ever encounter any problems with customs please reach out to us and we will do our very best to find a solution!
I think my package got lost during Shipping, what should I do?
Please reach out to us! Realistically, mail almost never gets lost. There are certain steps we will take to track down your package:
We will double check the address you provided. We will kindly ask you to investigate if your package has been dropped off at your neighbors’ or delivered to your mailbox.
If we have exhausted all possibilities to find your package this way, we will claim a lost package request with your local logistics and once it is approved we will reship your item.
My Tracking hasn't updated for days, why?
For international shipping it is quite normal that some steps take more time than others. It is normal that there might be a couple of days in between some shipping states. Your order is on the way, don’t worry 🙂 If you have any questions or think that it has been too long since the last shipping update, we are happy to assist you!
How do I get in touch with you?
We are happy to answer all your questions 🙂 please use the contact form to get in touch: Contact Kawaii Maho Shop
Cancelling an Order
If you want to cancel your order, please reach out to us within 2 hours after your purchase. After this timeframe we can not cancel your order anymore as order processing has already started.
Returns / Refunds / Exchanges – Our Policy
We currently do not offer returns, exchanges, store credit, or refunds for simple matters of ordering a wrong size, changing your mind, or any sort of trivial matter.
Wrong item arrived / Item arrived damaged:
If you receive your order and notice that a wrong item has been shipped or the item is flawed, we will happily reship you the correct item completely free of charge. We will kindly ask you to provide pictures of the flawed product – we do this to make sure it was simply a mistake while packaging or damage during transit and there’s nothing wrong with the production batch itself.
You must contact us within 30 days after successfully receiving the item to file for a refund if you have any complaints/concerns.
Customers within the EU: According to EU laws, customers within the EU have the right to return their purchase within 14 days after arrival of the order. In order to do so, please contact us within the 14 day time frame.
Please read our Terms & Conditions and Revocation Rules here.
