FAQs

What is So Kawaii Desu?

We are an online kawaii shop created by a mother and daughter. We are based in California and have partnerships with warehouses that are based in Seoul, Hong Kong, and Tokyo. We provide cute necessities from Korea, Hong Kong, and Japan!

 

Does So Kawaii Desu accept returns/exchanges?

So Kawaii Desu takes pride in providing for our customers. We offer returns, exchanges, refunds, and even replacements under certain conditions.

The fact that we do not stock some of our products because some products are created based on orders must be taken into account.

 

What if my order hasn't been shipped yet, and I want to change my order's size, color, or address?

Please contact us on our Contact Us page as soon as possible. We usually process and start on orders by the next day. There is no guarantee that we can change your order when it is processed.

 

What if I want to Return or Exchange my order?

So Kawaii Desu accepts returns/exchanges within 7 days from the date your item was delivered. If you would like to return/exchange any item(s), authorization is required. To obtain authorization, please contact us on our Contact Us page.

 

Return & Exchange Conditions 

Items returned that do not meet these conditions will not be accepted and will be shipped back at your expense.

Item must have the Authorization to be returned.

You must contact us within 7 days from the date your item is delivered to obtain Authorization.

All items, including the casing and everything that came with it, must be returned in their original condition and must not be damaged (i.e., without scratches, alterations, or signs of wear).

Returning and exchanging items are preferred to be shipped with tracking. Items without tracking will not be processed until they physically arrive.

 

Refunds

Returns are processed within 5 days of receiving your package. If your returns meet the Return & Exchange Conditions, the refund will be issued to your original payment or in the form of store credits if requested. Please note that only the cost of the item will be refunded. The shipping costs will not be refunded.

 

What if the package I received wasn’t the items I ordered or arrived broken/defective?

You must contact us on the Contact Us page within the day you receive your package and the following day. We will replace or refund your order if it was mishandled by us, and we will reimburse or cover your return shipping. Please note that you must contact us within the next day of your item's delivery for our coverage.

 

What is So Kawaii Desu’s 1-Year Warranty?

As we stated, So Kawaii Desu takes pride in providing our customers - hence why we provide a 1-year warranty for Selected Items. If your product damages, fades or stops working under normal wear, the warranty entitles you to a one-time replacement of the piece - free of charge.

Proof of purchase, such as your order number and order information, will be required to submit a warranty claim. Simply contact us at our Contact Us page for replacement instructions.

This warranty is voided on any user damage issues (e.g., scratches, accidental breakage, water damage, exposure to chemicals like lotion or cologne). The lifetime warranty does not replace lost or stolen items.

If we no longer carry the item to replace your item, you will only then be permitted to exchange your piece for another of equal or lesser value.

 

How long is the Shipping Process?

Please allow us time to prepare your high-quality item, package them and mail them to you. Also, considering the Covid-19 regulations that are still active overseas, the ongoing pandemic safety measures will most likely delay our logistics partners at FedEx, USPS, etc.

The shipping process depends on your order and on our warehouses that are based in South Korea, Hong Kong, Japan, etc. Each warehouse conducts different safety measures that align with their country's policy; hence processing may vary. With the items, careful packaging, the pandemic, different countries, and different policies for safety measures being all taken into account, shipping may take 2-6 weeks.

If your item matches an item from a canceled order, we will ship and deliver your then item in less than 10 business days.

All orders will receive full tracking information via email and/or SMS text.

 

I did not receive my package, but my tracking number says it was delivered.

Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors, or building manager/mailroom before contacting us. If you cannot locate the package, please contact us, and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order. For example, We will replace or refund if the item was mishandled by us. If it were stolen off your porch, that would be a more difficult situation.

So Kawaii Desu is not liable for missing or lost packages once tracking shows delivered.