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Customer Service

Customer Service Information

Here is all the information you need to be able to place an order with complete piece of mind. Click on the links below to see the relevant section. If you need any further information please contact us at info@kawaiianimals.com



We will dispatch your order within 3 working days but our aim is to dispatch orders overnight wherever possible.

Our shipping charges are based on order value because of the wide range of items we sell and the varying weights of items so that we can offer as fair a system of shipping charges as possible.  For UK orders our rates range from £1.00 for orders under £1.30 in value up to £3.99 for orders over £20.  Overseas orders are charged under the same system but at rates relating to the area concerned.

UK orders: Our standard delivery method is to use Royal Mail 2nd Class or a courier offering a 2-3 working day service within the UK mainland. If you need your order to be delivered more urgently please contact us before ordering and we will do our best to meet your delivery deadline.

BFPO addresses: We accept orders to all BFPO addresses which are charged at the UK standard postage rates quoted on the site.

Orders for delivery outside the UK will be dispatched by Royal Mail airmail which provides the following services:

Delivery to Western Europe within 3 working days

Delivery to Eastern Europe within 5 working days

Delivery to the rest of the world within 7 working days

Both UK and overseas delivery services from Royal Mail offer up to £20 compensation in the event of loss or damage. Orders are not insured. If you require your purchase to be insured please contact us directly and we will provide a quote for this.

Please ensure that the delivery address you provide is correct as we cannot take any responsibility for lost parcels if an incorrect delivery address has been provided.

Royal Mail 2nd Class and Royal Mail Airmail are not tracked deliveries (although proof of postage will be obtained by Kawaii Animals). If you require a tracked service please contact us in advance of placing your order and we will advise you on the options available.

For orders to be delivered outside of the UK we are not responsible for duties and local taxes imposed once the goods enter your country.

Cancelling your Order

If you realise you’ve made a mistake and wish to cancel your order please contact us as quickly as possible and if your order has not yet been dispatched then we will arrange for the order to be cancelled and refund your payment.  If the order has already been dispatched then please wait for it to arrive and follow our returns procedure.


Returns and Refunds

We want you to be completely satisfied with your purchase from Kawaii Animals. If, upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order in its original condition and packaging and we will reimburse you for the full amount of the item.

In the event of an item being delivered faulty or damaged in transit, we will be happy to arrange either a refund or replace the product, whichever you prefer.

All faulty or damaged items must be notified to Kawaii Animals as soon as possible and within 30 days of delivery at the latest, by emailing us at info@kawaiianimals or by telephone on 44 (0)1782 898134.

Please ensure the item is returned to us in its original condition and packaging within 14 days of the date of notification of request for refund/replacement.


Late and Lost Orders

In the unlikely event that your order should fail to arrive within 14 days for a UK delivery and 30 days for an overseas delivery from the dispatch date it is deemed by us to be lost. Please email us to let us know and we will investigate the dispatch with the relevant sending agent.

In the very unlikely event that your order is lost in the post we will launch a full investigation in conjunction with the sending agent as to how and why the item became lost. We would ask for your help, if necessary, in recovering the cost of the lost order with the sending agent which in all likelihood would mean confirming to the sending agent that the parcel has not arrived. If a parcel has been lost we will either refund your purchase or resend your order depending on your wishes. We would ask that if the original parcel arrives you return it to us.


General Ordering Information

We reserve the right to modify our terms and conditions at any time and in any way. These terms and conditions are subject to English Law and the exclusive jurisdiction of the Courts of England and Wales.

No contract will exist between you and Kawaii Animals for the sale by it to you of any product unless and until we accept your order by e-mail confirming that it has dispatched your product.

All prices remain valid at the time you place your order but we do reserve the right to alter our prices at any time.

All transactions are processed in the UK and exchange rates are used as at the time of purchase by our merchant account.

Kawaii Animals Limited
Registered in England and Wales no: 8378630
Registered address: 5 Roseberry Drive, Madeley, Near Crewe, Staffordshire CW3 9HL United Kingdom