When can I expect my delivery?

For details on shipping, please refer to this link.

What signifies a pre-order?
A pre-order allows you to reserve an item before it's available in stock. Keep in mind that by pre-ordering, your entire order will only be dispatched once the pre-ordered item is in stock. If you include both pre-ordered and in-stock items in the same order, the entire order will wait until the pre-ordered item is available.

Will I be provided with a tracking number?

We will send you a tracking number once your order has been processed.
Ensure to check your spam folder in case our email was filtered there. If you haven't received a tracking number within 5 days, don't hesitate to reach out to us!

I'm still awaiting a response from customer service.
We typically respond within 1-2 days. Please check your spam folder to ensure our email hasn't been filtered there. Our email address for support is support@moekawai.com.

Can I modify my order?
Yes, modifications are possible as long as your order has not yet been dispatched. Unfortunately, during sales events, orders are shipped very quickly, making changes impossible. Once an order has been shipped, alterations such as item, size, or shipping details cannot be made. Please review your order and information carefully before finalizing your purchase.
*During our special $5 promotion, we are unable to make any changes to your order. However, we can cancel it if it hasn't been shipped. Please double-check your order details before checking out.

I bought an item during a sale that I now need in a different size, but the sale has ended. Can I purchase the same item at the sale price?
Once a sale has ended, we are unable to offer the item at the discounted price.

My tracking shows delivery, but I haven't received my package.
For packages marked as delivered but not received, please inquire with friends, neighbors, or the shipping company about the package's location. We cannot cover or replace packages marked as delivered. However, our customers often find their packages upon further search.

My package seems to have no updates and appears lost.
Wait until the estimated delivery time has passed before contacting us regarding any delays. If your package is indeed lost, we will send a replacement using the original shipping method from your order.

Who is responsible for customs/duties?
The buyer is responsible for any import taxes. If the shipping company contacts you regarding unpaid taxes and they remain unpaid, the package may be discarded by the shipping company, and we won't be able to process a refund.

Can I cancel my order?
Cancellations are only possible if the items have not been shipped. Once an order has been shipped, it cannot be canceled.

Can I return an item?
Yes, please contact our customer service for assistance. For international customers, you will need to prepare a return label and ship to the address provided in our emails. Returns must be made within a week of acceptance. Note that all original tags and hygiene liners must be intact for the refund to be processed. Your refund will be in the form of store credit, which will include the product price you paid, minus the cost of the return label.

The product I purchased is now on sale. Can I apply a discount to a previous order?
We regret to inform you that discount codes can only be applied to orders placed during the promotional period. If you forgot to use the code during the promotion and you placed your order within that time, we can assist you in applying it. Feel free to email us for help with this matter!