FAQ

GENERAL
Q 1. Where are you based?
A. We design everything in Japan and ship worldwide from our Hong Kong warehouse.

Q 2. What payment methods do you accept?
A. Visa, MasterCard, Amex, PayPal, Apple Pay, Google Pay, and most local debit cards. All payments are 256-bit SSL encrypted.

Q 3. Do you have a physical store?
A. We’re 99 % online, but we pop up at conventions and craft fairs a few times a year. Follow @kawaii-haven for dates!

SHIPPING & TRACKING
Q 4. Why hasn’t my tracking updated?
A. New numbers need up to 48 h to appear. International scans can go quiet while the parcel is in the air—totally normal.

Q 5. The tracking says “Delivered” but I never got it.
A. 1 Check neighbors, concierge, or safe-drop spots. 2 If still missing after 24 h, email us and we’ll open a carrier investigation or send a replacement.

RETURNS & REFUNDS
Q 6. How long do refunds take?
A. 3-5 business days back to the original payment once we’ve checked the item.

Q 7. I received a defective item—what now?
A. Snap a photo and email customer_service@kawaii-haven.com within 7 days. We’ll send a free replacement or full refund ASAP.

Q 8. Can I request a restock notification?
A. Absolutely—click “Notify Me” on the product page and enter your email. You’ll be first to know when it’s back.