Order Turnaround

Orders are usually shipped on Mondays and Thursdays (unless specified otherwise in the item description). If your order contains items from multiple vendors, they may arrive in separate packages or take an extra day or two to ship. You will be emailed once your order has shipped. If you need your item held back because you will be away, or have any other requests, just let us know and we’ll do our best to help.

Delivery Times

The approximate delivery times for each region are as follows:

- UK: 1-2 days
- Europe: 5-21 days
- Rest of World: 5-28 days

Most orders do arrive quickly but customs can delay deliveries. If your order hasn’t arrived within 28 days please contact us for help.

International Shipping

We ship internationally to all countries by Airmail. To check prices in your local currency please use our currency converter. Remember that exchange rates change daily so the final price through PayPal may be slightly different. International orders are not tracked. If you would like to upgrade your shipping to include tracking and/or insurance, please contact us as soon as possible after ordering.

Shipping Rates

A table of shipping rates is now available here so you can estimate the cost of shipping before placing your order.

Shipping Address

It is your responsibility to provide a correct address. We cannot be held responsible for missing items if you provided an incorrect address. Please check your address carefully and inform us of any issues.

Recorded Delivery

Recorded delivery is available for UK packages for a small additional cost. This is the most reliable method of postage and should be used if you have any doubts about access to your address. 

Customs and Duty

You are responsible for all duties/customs fees that are incurred on a package. The customs form will state the accurate value of the items included and will be marked “other.”

Lost or delayed items

Your shipping confirmation email will give you a rough guide to when you can expect your package to arrive. If your item has not arrived after 2 weeks of this email, please let us know so we can get it investigated. Please check with your neighbours/building supervisor/local delivery office first in case it’s sitting in a corner somewhere.

Exchanges

We do our best to describe and photograph each item in detail so we’re afraid we can’t exchange something just because you don’t like the size or colour. Please read item descriptions carefully and ask questions before ordering.

Care of items

Any hand or machine washing of items is done at your own risk, unless clearly stated in the item description. All items are created and/or stored in a smoke and pet-free environment.

Returns

If you are not satisfied with your item please return as packaged and in unused condition within seven days of receipt for a full refund via Paypal, minus shipping costs. Any returned item that shows obvious signs of wear will not incur a refund. Where the return policy differs, it will be stated in the item description.

Damaged and faulty items

If an item arrives damaged or breaks in the first 90 days, we will repair it for free, replace with a similar item or provide shop credit. Please email us if you have a problem.

Fraud

Shopify checks for fraud as part of the order process. If an order is flagged as possible fraud, we reserve the right to cancel the order and refund in full without explanation. If you think we are making a mistake with your order, feel free to contact us to discuss.

Other problems

We want you to be happy with your purchase so please email with any problems and we’ll do our best to help you out. We’re always looking to improve service so all feedback is happily accepted.

Contact address

Your first port of call should be Marceline – mar-c AT supercutekawaii.com