We are a UK based small independent business and we only stock 100% officially licensed merchandise and items. We source all our items directly from the brands themselves, authorised brand partners and directly from Japan.

We also only sell what we have in stock. We don't use any drop shipping companies. Everything in our shop is ready to be shipped from our UK based HQ. This means no waiting around for months for your order to arrive and also means that there is no surprise import fees for our UK customers!

We are an online kawaii shop based in South Wales, UK. Sometimes you can even meet us in real life at various conventions and events throughout the year!

Yes, we do! We currently only ship to selected countries.

We ship to: United Kingdom (of course!), the Channel Islands & Isle of Man, Canada & United States. (Unfortunately due to GPSR regulations we will temporarily have to stop shipping to Ireland & EU).

If you do not see your country on the list please contact us and we will see what we can do!

Most orders will be dispatched within 3 working days. This does not include weekends and UK public holidays. On occasion, we may attend events and conventions which may extend our response time. However, we will inform you accordingly. Please refer to our shipping page for more information.

We use Royal Mail Tracked 24™ and 48™ for most orders. International orders will use Royal Mail International services.

We always package your orders in either a cardboard box or a padded mailer if it's a smaller item. To ensure safe delivery, we take extra care with fragile items such as glass bottles or figures. These delicate items will be wrapped in bubble wrap and may include additional padding such as air sacks or paper if required. We will also label the package as 'Fragile' if necessary.

We currently do not offer wholesale.

If you need to cancel your order, you can do so only before the item is shipped. To request a cancellation, please notify us as soon as possible. Please be aware that once your order has been shipped, it cannot be cancelled. If you have a problem with your order please contact us and we will do our best to resolve it. For more information on our policy please see here.

At Sweetie Kawaii, we want you to be completely satisfied with your purchases. However, if you change your mind and would like to request a refund or exchange, please reach out to us within 10 days of receiving your order. We will provide you with instructions on how to return the item(s) to us. The items should be in their original, unopened, and unused condition, with all packaging, tags, and/or in their original sealed condition. Please remember to include a note with your order number.

We kindly ask for your cooperation in following these guidelines to ensure a fair returns process. If you have any questions or concerns regarding a potential return, please don't hesitate to contact us for further assistance.

We appreciate your understanding and cooperation.

Non-returnable items
Some types of items cannot be returned to us. We cannot accept returns for: 

• Perishable products (e.g. food, flowers, newspapers or magazines)
• Intimate, health & personal care or sanitary items (for health/hygiene reasons)
• Gift cards
• Items on sale

Please get in touch with us if you have questions or concerns about your specific item.

Returns

To initiate a return, please contact us at info@sweetiekawaii.com. The customer is responsible for return postage. Please ensure that items are returned safely by using a registered service and keeping all posting receipts in case a postal claim for damage or loss is necessary. Items sent back to us without a return request will not be accepted. If you return an entire order that used free delivery, we will deduct our exact delivery cost from the refund amount.

Damages and issues
If any of your items arrive damaged, broken, or if you received the wrong item, please email us photos of the item and the outer box to info@sweetiekawaii.com. We will do our best to resolve the issue. Please note that we cannot take any responsibility without photographic evidence.

Refunds
Once we receive and inspect your return, we will send you an email to confirm its arrival. We will also inform you about whether your refund has been approved or not. If your refund is approved, it will be processed automatically to your original payment method. Please note that it may take some time for your bank or credit card company to complete the refund process.

Please use our contact information below to send us any questions you may have.