Frequently Asked Questions
Where is the store based?
We are based in South Wales, UK.
Do you ship internationally?
Yes we do! We currently only ship to selected countries if you do not see your country on the list please contact us and we will see what we can do!
Customs and Duties
UK customers: We ship from the UK so our UK customers don't have to pay import taxes or handling fees!
Non-UK customers: Shipments may incur customs fees, depending on the destination country. The fee may vary depending on your order value, country limits and other factors. It is the buyer's responsibility for any customs and import taxes that may apply. We are not responsible for these and we recommend that you check the rates and limits with your local customs office before placing your order. We are also not responsible for any delays due to customs.
When will I receive my order?
Orders will be dispatched within 3 working days approx. However, please refer to our shipping page for more information. Please note, due to COVID-19 please be aware that your order may take longer to get to you due to postal delays.
What delivery method do you use?
We use Royal Mail for most orders but if your order is substantial in weight we may use a courier service such as Parcelforce.
How do you package your orders?
Your orders will always come in either a cardboard box with our logo or a padded mailer for smaller items! For anything fragile such as figures, glass bottles and anything else we deem delicate these will always be wrapped in bubble wrap and if we think it may be necessary maybe some padding such as more bubble wrap, air sacks or paper. We will also stick labels with the word 'Fragile' on the package, if necessary.
When is your next convention, event or festival?
We are constantly trying to update our events calendar but please refer to our Sweetie Kawaii Events. Follow us on social media for more updates!
What snacks and candies are vegetarian or vegan friendly?
We have marked which candies and snacks are vegetarian or vegan with a Ⓥ symbol stating if it is suitable for vegans or vegetarians. We have also added a Vegetarian & Vegan candy & snack section in our store to make it easier!
What products are halal friendly?
Any product in our store that is halal certified will be marked with 'حلال Halal Certified' in the product description. Unfortunately, please be aware that many of our Japanese and Asian candies and snacks that are marked as vegetarian or vegan does not guarantee that this is completely halal because most products from Asia does not come with an official halal certification unless it specifically says so on the product. Only products with the 'حلال Halal Certified' in the product description are halal friendly.
Do you provide wholesale?
We currently do not offer wholesale.
All orders are final - we do not accept returns or exchanges. We do accept order cancellations but only if the order has not been shipped. You can only cancel your order if the item has not been dispatched and notifying Sweetie Kawaii within the 12 hours of placing the order. If your order has been dispatched you cannot cancel your order. If you have a problem with your order please contact us and we will do our best to resolve it.