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Customer Help & FAQs

Our happiness team is always here to assist.

Common purchase queries answered

Ordering

Simply email us at info@kawaiiartisan within 24 hours. Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, if it is the device type, case type, or color that you would like to adjust, please also let us know the details in email. If a price difference is incurred for higher value product(s) or upgrade in shipping method is required after the order is placed, you will need to settle the payment request sent by our Customer Service team at one go without separate installments. 

Shipping time depends on the product you purchase and the destination location as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination location on the checkout page to get an idea of the approximate time frame.

Sign in to your Account(the one that you made your order with)and click on”Track Order”. In some instance, carrier’s tracking information may only be available in 1-2 business days after the order is shipped.

Please be sure to open up all the boxes first. We normally pack one customer’s cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us at info@kawaiiartisan.

Please let us know within 14 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 14 days of purchase.

Yes, we offer free international standard shipping for orders with total value (after discount) US $100 or above. However, we hope for your understanding that due to the recent epidemic outbreak, courier service companies have announced special working arrangements and further limited their delivery services, therefore standard shipping may not apply to some countries. Please select the location on the checkout page for shipping methods available and shipping costs accordingly.

Please send us an email here with more details and we will follow up.

As our products are handmade, the production time varies depending on different materials and designs. Please refer to the specific product page for the exact production time.
Common purchase queries answered

Delivery And Shipping

For standard shipping, orders will be delivered by the national postal service of the destination country. You might be required to sign on the package to receive the item. Thus, please make sure to enter an address where someone will be available to receive the package during business hours.

For expedited shipping, orders will be shipped using various delivery services, depending on the destination. The shipping fee may vary depending on the destination and the size of your order. Shipping fees and the service provider will be shown upon checkout.

Yes, we offer worldwide shipping!

The estimated delivery time displayed on the checkout page includes the preparation time to dispatch and also the shipping time altogether. The delivery time will vary a lot from country to country. In short, the shipping time alone could be around,

 

For US orders:

6-12 business days

 

For non-US orders:

5-23 business days

 

Delivery time is not guaranteed for Standard Shipping as there are a lot of factors affecting its speed, thus we would suggest Express Shipping if there is a date that you would like to meet. The above are estimated time provided by the postal service and do not include the processing time of the Customs in the destination country. In some cases, the local Customs office of your country may require additional documents and time to have your package cleared, and this may also cause further delay on the delivery.

Sign in to your Account (the one that you made your order with) and click on “Track Order”. In some instances, carrier’s tracking information may only be available in 1-2 business days after the order is shipped.

We normally pack one customer’s cases in 1 box unless otherwise requested.

Free standard shipping is applicable only to orders with total value (after discount) USD 100 or above under normal circumstances, and a flat shipping fee will be required otherwise. Please also note that shipping fee is non-refundable.

Some countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.

After product is ready, Orders placed using our standard shipping will be processed within 6 business day. Please allow extra time for your order to be processed during public holidays and busy periods. Customs and Postal Service may also require extra time to work on the processing / delivery during peak season or before major festivals (e.g., Valentine’s Day). For details on public holidays in the destination country, please refer to the local government website. Please also note that delays may occur as a result of pending payment authorizations.

Common purchase queries answered

Products And Billing

We accept Paypal, visa, master, credit card, debit card.

All phone cases can be customizable. But for some designs, we can only make for some phone models.Not seeing the device you have? Don’t  worry, please contact us with your phone model, and we can check with our Kawaii Artisan.

The weight of phone cases varies depending on the case types selected as they are made with different materials.

The thickness of phone cases varies depending on the case types you select.

We do not store any credit card information on file to ensure the security of your personal data. Your transactions are processed through secure payment gateways that adhere to industry-standard security protocols.

If you need to swap an item

Returns and Exchanges

Due to the personalized nature of our products, we do not accept returns or exchanges unless there is a defect or error on our part. Please carefully confirm your selection before placing an order. For more details, please check our Return and Refund Policy

Please contact our customer service team at info@kawaiiartisan.com immediately with your order number and send us the the photos of wrong items. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. 

Please contact our customer service team at info@kawaiiartisan.com immediately with your order number and send us the the photos of damaged items. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. 

For assistance or inquiries, our dedicated customer support team is here to help. Feel free to reach out to us via email at info@kawaiiartisan.com. Please provide details about your issue or question, along with your order number if applicable, to ensure a swift and accurate response. We strive to address your concerns promptly and provide the best support possible.

Please contact us by email info@kawaiiartisan.com with the your correct shipping address immediately.

Please contact us with the reason of change or cancel within 24 hours from receiving your order, if your order is not on processed on that time, and we will provide the change or cancel instructions in details! Please note that we only accept one-time change. Price difference (if any) between the original item and item for exchange will be charged.

Please contact our support team at info@kawaiiartisan to check whether the item is still available.

Free Worldwide shipping

On all orders above $100

Handmade

All cases handmade with love

All Models Available

Iphone/Samsung/Others

100% Secure Checkout

PayPal / MasterCard / Visa

New Client Offer

10% Discount

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