KawaiiMerch.comReviews of kawaiimerch.com

Response from KawaiiMerch.com· Dec 29, 2025

I’m really, really sorry for this. After checking, we found out that the package was damaged at the sorting center and never actually left it. Unfortunately, we completely failed to communicate this to you in time, and that’s on us. The last 2 months have been extremely hard for us. We had a fire in our warehouse, and everything fell apart for a while, orders, emails, replies. We got badly behind with customer support, and you were affected by that. I’m truly sorry. We’re not a big corporation, just people, and despite trying to keep things running, we didn’t handle this properly. You should have received a response, and you didn’t. I understand your frustration completely. I’m sorry your trust in us was broken. Again — my sincere apologies.

Response from KawaiiMerch.com· Mar 7, 2025

We’re very sorry to hear that you’re unhappy with your order. After reviewing your order and our conversation history, we would like to clarify the situation: - You ordered a size 12, which, according to our size chart, corresponds to a height of 115–125 cm. - After receiving the product, you informed us that it was too small. - We kindly asked for a photo of the product label multiple times to verify if there had been an error in shipment. You were initially reluctant to provide this, but when you did, it confirmed that the item you received matched the size you ordered. Your child's height (as you later shared) is 130 cm, which corresponds to a size 14 in our size chart. As a small business, we understand that sizing can sometimes be confusing, which is why we ensure that our size charts are available for every product. While we do not offer exchanges for sizing issues, we did offer you the option to return the item at your own expense, per our policy, and receive a refund upon its return. We regret that you feel disappointed, but we respectfully ask for fairness in the representation of this situation. The item you received was exactly what was ordered, and we upheld our store policies transparently. If you still wish to return the item, we would be happy to process a refund once it arrives at our return address in its original condition. We appreciate your understanding and thank you for your time.