FAQ

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

When will my order arrive?

In-Stock

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

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.

Pre-Order

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.

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.

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

Why is International Shipping so expensive?

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.

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

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.

Are VAT and customs fees paid?

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

VAT for the EU and UK is collected and remitted by Kawa Entertainment. 

What if I have a problem with my order?

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!

Refund / Return policy?

Returns
We do not accept returns.

Refunds
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

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