Shipping & Returns

When will my order ship?

Orders are typically received and processed within 1-3 business days. Once your order has been fulfilled, you’ll receive an email notification that your order is out for shipping. Please be advised that processing times vary due to high volumes of orders and safety measures during the pandemic.

Do you ship internationally?

Unfortunately, as of now we are only offering shipping to Canada at the moment.

I have purchased an item that is out of stock. Do I get a refund?

Although we make our best efforts to avoid this, sometimes our inventory will encounter some issues, and out of stock items might appear in your basket. If the situation arises that a product you’ve made a purchase order for is now out-of-stock, we will issue a refund and send you an email confirmation about your product.

I received the wrong item. What do I do?

If the return or exchange is a result of our error (you received an incorrect or defective item, etc.), we will cover the return shipping costs. Once we receive the item and it is confirmed to be an error on our end, we will ship the correct item. To inquire about an error in your order, you can email us at info@kawaiialley.ca

* Please note that we cannot accept returns of opened items.

* Unboxing video or photo will be required as a proof.

I entered the wrong address! What do I do?

If you need to make changes to any information on your order, such as shipping address, please email us at info@kawaiialley.ca as soon as possible. Once your order ships, we are unable to make any changes and we are not responsible for any additional shipping charges as a result of an incorrect address.

Products, Orders, & Payment

When will a product be back in stock?

We always try to re-stock our products as soon as possible. If a product in question is currently out of stock, you can sign up for email notifications and will be notified when it becomes available. Some of our products might be limited-edition/seasonal, and might not be available at all times!

An item in my order was damaged in transit! What should I do?

Please give us an email with your full name, purchase order number, and pictures of your damaged item and outer package at info@kawaiialley.ca within 7 days of delivery date and we’ll be in contact with you as soon as possible!

I’m missing an order product from my package! What should I do?

We work very hard to make sure all orders are of accuracy, please shoot us an email with your full name, purchase order number, and the name of the item missing from your package within 7 days of delivery date. We will be in contact with you as soon as possible.

*Please note unboxing video will be required as a proof

In rare cases, a purchase order may be split into two (or more) fulfillments. If this is the case, please kindly check your inbox to see if any multiple shipments have been processed. As always, you can send us an email for any further concerns!

Cancellations & Returns

Can I change/cancel my order?

If you would like to inquire about making changes to or cancelling your order, you can contact us at info@kawaiialley.ca. Include “Order Cancellation/Change” in your email subject title as well as the order number. Orders can not be cancelled once the order is packed or fulfilled.

Return Policy

Exchange purchases are made for unopened items in their original condition within 14 days of delivery date as stated in order information.

Exchanges will be issued once our team has received and examined any returned products from your purchase order.

Kawaii Alley is not responsible for any additional return shipping and handling fees made.

If the return or exchange is a result of our error (you received an incorrect item, etc.), we will cover the return shipping costs. Once we receive the item and it is confirmed to be an error on our end, we will ship the correct item.