Shipping & Returns

International Shipping

Yes! We ship internationally from China and currently offer shipping to many countries and regions worldwide.

Enjoy FREE standard shipping on orders over $119 USD.

Shipping options and costs are calculated at checkout based on your destination and order details.

Please make sure your shipping address, including your ZIP/postal code, phone number, and apartment/unit number if applicable, is entered correctly before completing your order.

When Will My Order Ship?

Most in-stock orders are processed and shipped within 3–7 business days.

Some items may require additional processing time if they are made to order, handmade, or require additional preparation. If your order requires extra processing time, we will do our best to notify you.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when tracking is available.

How Long Will Delivery Take?

After your order has been dispatched, standard international delivery typically takes approximately:

5–15 business days

Delivery times are estimates and may vary depending on your destination, local carrier, customs clearance, weather, holidays, and other circumstances beyond our control.

Please note that the estimated delivery time does not include order processing time.

Example:
3–7 business days for processing + approximately 5–15 business days for delivery.

We cannot guarantee an exact delivery date for international orders.

Tracking Information

Once your order has been shipped, tracking information will be provided when available.

Please allow some time for tracking information to become active after the package has been handed over to the shipping carrier. In some cases, tracking updates may take several business days to appear.

If your tracking information has not updated for a short period of time, this does not necessarily mean that your package has stopped moving.

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, or other fees depending on the destination country.

Where applicable, these charges may be collected by the local customs authority or delivery carrier.

Customers are responsible for any customs duties, import taxes, or other fees that may be charged by their local authorities unless otherwise stated at checkout.

Customs processing times are outside of our control and may occasionally cause delivery delays.

Damaged or Incorrect Items

We carefully inspect orders before shipping. However, if you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

Please send us:

• Your order number
• Clear photos of the item
• Photos of the packaging and shipping label
• A brief description of the issue

Please contact us within 48 hours of delivery so that we can review the issue and provide an appropriate solution.

For confirmed damaged, defective, or incorrect items, we may offer a replacement, refund, or other appropriate solution depending on the circumstances.

Please do not discard the product or original packaging before contacting us.

Returns

We accept return requests within 7 days of delivery for eligible items.

To request a return, please contact us within 7 days of receiving your order.

Returned items must be:

• Unworn
• Unwashed
• Unused
• In their original condition
• With original tags and packaging, when applicable

Items that have been worn, washed, altered, damaged, stained, or otherwise used may not be eligible for a return.

For hygiene reasons, certain items may not be eligible for return.

Please contact us before sending anything back. Do not send a return to the original shipping address without receiving return instructions from us.

Return Shipping Costs

For returns due to personal preference, incorrect size selection, change of mind, or other non-quality-related reasons, the customer is responsible for the return shipping cost.

For items confirmed to be damaged, defective, or incorrectly shipped, we will work with you to provide an appropriate solution.

Original shipping fees, if any, may be non-refundable for returns that are not related to a product defect or our shipping error.

We recommend using a shipping service with tracking when returning an item. We are not responsible for returned packages that are lost or damaged during return transit.

Exchanges

If you need a different size or would like to exchange an item, please contact us within 7 days of delivery.

Because our products may have limited stock, we cannot guarantee that the requested size or item will still be available.

In some cases, we may recommend returning the original item and placing a new order instead.

Return shipping costs for exchanges due to personal preference or sizing issues are the responsibility of the customer.

Order Cancellation

If you need to cancel your order, please contact us as soon as possible after placing your order.

We can only guarantee cancellation if your order has not yet entered processing or shipping.

Once an order has been processed or shipped, we may no longer be able to cancel it.

If your order has already shipped, you may need to receive the package and follow our return policy.

Incorrect Shipping Address

Please carefully check your shipping information before completing your purchase.

If you notice that your shipping address is incorrect, please contact us as soon as possible with your order number and the correct address.

If the order has not yet shipped, we will do our best to update the address.

Once an order has been shipped, we may not be able to change the delivery address.

If a package cannot be delivered because of an incorrect, incomplete, or undeliverable address provided by the customer, additional shipping or reshipping costs may apply.

We are not responsible for packages that cannot be delivered due to incorrect or incomplete information provided by the customer.

Unclaimed or Refused Packages

Please keep an eye on your tracking information and make sure someone is available to receive your package when necessary.

If a package is returned to us because it was:

• Unclaimed
• Refused by the recipient
• Unable to be delivered due to an incorrect address
• Not collected from a local pickup location

additional shipping costs may apply if you request the package to be reshipped.

Any applicable reshipping fee must be paid before the package is sent again.

If a returned package is not successfully recovered or reshipped, the available refund may be reduced by applicable shipping and handling costs.

Lost Packages

Once an order has been handed over to the shipping carrier, delivery is handled by the carrier and local postal service.

If your tracking information shows that your package has been delivered but you cannot locate it, please first check:

• Your mailbox or delivery area
• Around your home or building
• With neighbors
• With your local carrier

If you still cannot locate the package, please contact us and we will do our best to assist you.

For packages that are officially confirmed as lost in transit, we will review the tracking information and work with the carrier to determine the appropriate solution.

Delivery Delays

International delivery times are estimates and may be affected by circumstances outside our control, including:

• Customs clearance
• Weather
• Natural disasters
• Public holidays
• Transportation delays
• Local carrier delays
• Customs inspections
• Incorrect or incomplete address information

We appreciate your patience while your package is in transit.

Important Notes

All measurements shown on product pages are for reference only. Because many of our products are handmade or manually measured, there may be a small measurement deviation.

Please carefully check the size chart on each product page before placing your order.

For clothing, we recommend comparing the measurements with a similar garment you already own to help you choose the most suitable size.

Contact Us

If you have any questions about your order, shipping, returns, sizing, or anything else, please contact us before or after placing your order.

Email: bqunying@gmail.com

Please include your order number whenever contacting us about an existing order so we can assist you more quickly.

Thank you for shopping with TokyoKawaiiDiary! ♡