The site is a scam. I ordered something and my card was charged, but it never shipped and three attempts to contact them went unreturned. I had to request reimbursement through PayPal.
Response from KawaiiMerch.comDec 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.
HL
Honore L.
Very satisfied!
I ordered a costume from here and was thrilled with the quality. The fabric felt soft, and the stitching looked solid. Very satisfied.
CK
Crystal K.
Absolutely love it!
I bought a kawaii backpack and absolutely love it. The colors are bright, and the material feels premium. It came nicely packed and earlier than expected. Truly adorable stuff!
HK
Howard K.
5 Stars!
I was nervous ordering from overseas, but Kawaiimerch exceeded expectations. The flat shipping rate is fair, and my items arrived safely with no damage. Their “easy returns” policy gave me extra confidence. Five stars!
SN
Sebastian N.
I absolutely love my purchases from…
I absolutely love my purchases from KawaiiMerch! The plushies and phone case I ordered arrived so fast, and they're even cuter in real life. The quality is superb, and the packaging was adorable. I'll definitely be shopping here again!
MA
MARK
They do not respond to emails
I ordered a red Labubu for my granddaughter last month. I have emailed multiple times to check the status of my order and to date haven’t received one reply. My granddaughter keeps asking, “Papa is my red Labubu coming today?” I even called the company, however I don’t speak Japanese and I got charged for an international call.
TS
Tara S.
Only received half of my order
I ordered 2 minion costumes and only received one. Multiple emails to the company went unanswered.
I will NEVER use this company again!
MS
Marissa S.
Never again will I order from them
Never again will I order from them! I ordered cinnamon roll pajamas for my daughter she is a size 12 but apparently our size 12 is not the same as their size 12 it’s smaller so I asked if they have a size 14 and if I can return the size 12.they wouldn’t take the size 12 back and would not not replace it with the 14! Not only that they denied in giving me a refund! Now I’m stuck with an item my daughter can’t even use! Also horrible customer service it is sad that people have these type of business where the don’t do for the customer I say it stealing NEVER AGAIN😡
Response from KawaiiMerch.comMar 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.
