Returns, Exchanges and Refunds

WHAT IS YOUR RETURN POLICY?

Customers have 14 days from the date of receiving their order to return it to us. They have the choice of two options for their return: either receive free return shipping or store credit in the form of a gift card for the same value of the items. We will notify you once we have received your returned item, and after evaluating it, we will proceed to exchange it for you.

Return Process:

To initiate a return and exchange, contact our customer service team at contact.kawaiifyme@gmail.com with your order number, and send a photo of the damaged or ill-fitting product. We will then send you a free return label with your name and address on it. Pack the item(s) securely in the original product packaging, if possible, making sure that the products are returned in good condition. It is recommended to use a traceable carrier and insure the package for the full amount of the merchandise. We are not responsible for lost or damaged packages. Once we receive your return, we will process the exchange immediately.

 

Order Cancellations:

We are happy to assist with order cancellations under certain conditions. 

Cancellations must be requested within 24 hours of placing the order, and custom and made-to-order items cannot be canceled after 24 hours. 

If the order has already been processed and shipped, we are unable to cancel the order and the customer will need to follow our returns and exchanges policy. 

If the order has not been shipped yet, a full refund will be issued. If the order has been partially shipped, we will cancel the remaining items and issue a refund for those items. 

If payment was made by credit card, the refund will be credited to the original card used for the purchase. If the order was placed using a discount or promotion code, the refund will be issued for the amount paid after the discount or promotion was applied. 

If you have any questions or concerns, please contact our customer service team at gothgemz.team@gmail.com and reference your order number. To request a cancellation, please contact our customer service team as soon as possible. 

 

REFUNDS:

Upon receipt of your return, it may take up to a week for store credit to be issued, subject to your card issuer's restrictions. In case the item is not shipped within 30 days, you will either receive a refund after deducting the shipping costs, or be sent another item of equal value as the one that got lost. Items that don't meet the company's policies will be discarded and the refund amount will be adjusted accordingly. 

We welcome any further questions or concerns, and value providing excellent customer service.