Frequently Asked Questions
Frequently Asked Questions
Here are the answers to the questions we receive most often. If yours is not covered, email us at contact@kawaii-unicorn.com — we usually reply within 24 hours (business days).
Orders & payment
How do I know my order went through?
You receive a confirmation email right after ordering, and a second email with your tracking number as soon as the parcel leaves our warehouse. If nothing arrives, please check your spam folder.
Can I still change or cancel my order?
Yes, as long as it has not shipped. Email contact@kawaii-unicorn.com with your order number as soon as possible. If the parcel is already on its way, use the return process instead.
Shipping & delivery
How long does delivery take?
Processing takes 1-3 business days after payment. Transit time comes on top: 7-12 business days domestically and 7-12 business days internationally. Total delivery time is processing plus transit.
What does shipping cost?
Domestic: Free shipping. International: Free shipping. Full details are on our Shipping Policy page.
Where do the items ship from?
Part of our catalogue ships from a warehouse inside the EU, the rest directly from our partner warehouse in China. The delivery time stated on each product page applies. Any import duties on shipments from China are covered by us - you pay nothing extra on delivery.
How do I track my parcel?
Use the tracking number in your shipping confirmation, either through the link in that email or on our Order Tracking page.
My parcel has not arrived — what now?
Check the tracking status first. If the stated delivery time has clearly passed, email contact@kawaii-unicorn.com. We open an investigation with the carrier straight away and either resend or refund you in full.
Returns & refunds
How long do I have to return an item?
You have 14 days from the day you receive your order to return it, no reason required.
Who pays for the return?
We cover the cost of the return. E-mail us the shipping receipt and we will refund the postage together with the purchase price.
How do I start a return?
Email contact@kawaii-unicorn.com with your order number and the items you want to send back. You will receive a return confirmation with the correct return address. Please do not ship anything back before requesting a return.
Do I need the original packaging?
It helps, but it is not required. Items must be complete and in resalable condition. You may try things on and inspect them as you would in a shop.
When do I get my money back?
Once we receive and inspect the return, we refund the full purchase price within 14 days, to the payment method you used at checkout.
Can I exchange an item?
We do not process direct exchanges. Return the item and place a new order for the size or colour you want — that way you receive the replacement faster.
Products
How do I find the right size?
Each product page lists the item's measurements, and our Size Chart helps you compare. If you are unsure, email us and we will check for you.
Do the colours match the photos?
We photograph as accurately as we can. Screens vary, so slight differences are possible. If an item is clearly off, your return right applies.
Contact
How do I reach you?
By email at contact@kawaii-unicorn.com, or through the form on our Contact page. Hours: Mon-Fri 9am-5pm (GMT+8). We usually reply within 24 hours (business days).
Sorael Limited · Unit 1603, 16th Floor, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong · contact@kawaii-unicorn.com