常见问题 (中文) - Chinese FAQ

FAQ

常见问题

 

Here are some frequently asked questions to clear up how we fulfill drops.

以下是对于一些常见问题的解答，希望能帮助您了解我们限时限量版商品的发售流程。

 

When will my order arrive?

我的订单将何时送达？

 

In-Stock

现货

 

Our packages are generally shipped out no later than 2 weeks after they are placed. Excluding holidays.

现货商品通常在下单后2周内发出。节假日除外。

 

If your order is for in-stock items and has not shipped out after 3-4 weeks, feel free to reach out to merch@kawaentertainment.com, as there may be issues.

若您订购的现货商品在下单后3-4周仍未发货，请通过merch@kawaentertainment.com联系我们，以及时解决订单可能存在的问题。

 

Pre-Order

预购

 

Our shop carries both In-Stock and Pre-Order items. If you place an order that contains both, it will not ship out until all the pre-order items for that order arrive at our warehouse. The time for pre-orders varies, but we try to have a turnaround of 2-3 months, excluding holiday delays.

我们的商店同时出售现货商品和预购商品。若您的订单同时包含两类商品，则会在所有预购商品到达我方仓库后一并寄出。不同预购商品到货时间不同，但我们尽量将周转时间控制在2-3个月以内，不包含因节假日而导致的延长。

 

 

Certain items take longer to produce so orders will ship out in small waves. All shipping includes Tracking so that you will get the necessary information via email automatically. Please check your spam.

若遇某些商品生产时间较长的情况，则订单会分批发货。所有订单都附带物流追踪，重要物流信息将自动发送到您的电子邮箱。若未收到邮件，请检查您的垃圾邮件文件夹。

 

Please check our updates page and socials for the most up-to-date estimates!

请访问我们的更新信息页面和社交媒体账号以获取最新的发货时间预计！

 

Why is International Shipping so expensive?

为什么国际运费这么贵？

 

All orders are shipped out from Texas, U.S.A. Any orders containing dakimakuras or heavy items will be extremely expensive to ship out ($25-50+ USD), but we recommend combining your order with friends to split shipping. 

所有订单均从美国得克萨斯州发货。任何包含等身抱枕或重物的订单，运费都将十分昂贵（25-50美元甚至更高）。我们建议您与朋友一同下单以分担运费。

 

Will these items be able to be shipped from Europe or China in the future so that shipping will be cheaper?

未来这些商品能否从欧洲或中国发货以降低运费？

 

We would love to, but nothing is confirmed for now. It is highly unlikely that these products will be available elsewhere for at least a year. There is a chance none of these items will ever be available again. Thank you so much for your consideration.

我们有这方面的意愿，但目前尚无明确计划。至少在未来的一年内，这些商品都不会在别处出售。并且这些商品可能不会再贩。感谢您的考虑与建议。

 

Are VAT and customs fees paid?

价格是否包含增值税和关税？

 

If a package is caught in your country's customs and an additional fee is required, it is the buyer's responsibility. 

若包裹被您所在国家/地区的海关扣押并需支付额外费用，该费用由买家承担。

 

What if I have a problem with my order?

如果我的订单出现问题该怎么办？

 

Please email Kawa Entertainment with your name and order number at merch@kawaentertainment.com. If your initial email doesn't contain this info, it will be deprioritized. We answer emails Tuesday thru Thursday every week. Please check your spam for a response, and feel free to reach out again after a week; if you do not receive a response. Under no circumstances should you contact our collab partners for updates!

请发电子邮件至merch@kawaentertainment.com与Kawa Entertainment取得联系，在邮件中请务必包含您的姓名和订单号。初次联系若不包含上述信息，将不予优先处理。我们在每周二至周四间对邮件进行回复。请查看您的垃圾邮件文件夹，若一周内未得到回应，请再次联系我们。在任何情况下，请勿联系我们的合作伙伴询问相关信息！

 

Refund / Return policy?

退款/退货政策？

 

Returns

退货

We do not accept returns.

我们不接受退货。

 

Refunds

退款

If you would like to cancel your order for a refund, you must contact us within 3 days of placing the order via merch@kawaentertainment.com

若您想取消订单并办理退款，您必须在下单后3天内通过merch@kawaentertainment.com联系我们。

 

The item cannot be refunded if it includes any digital items with the purchase or if it's already been shipped out.

虚拟数字商品和已发货的商品，不予退款。