Refund policy

At Kawaii Labels we take pride in making high-quality, personalized products just for you. Because every item is custom-made to order with your specific personalization, our return and refund policies differ from standard retail stores. Please read carefully before placing your order.

1. All sales are final (personalized items)

Due to the custom nature of our products, we do not accept returns, exchanges, or refund requests for customer convenience or buyer’s remorse. This includes, but is not limited to:

  • Spelling errors or typos made during the ordering process.
  • Incorrect font, color, or design choices made during the ordering process.
  • Changes of mind after the order has been placed.

Please double-check all names, spelling, and design options carefully before submitting your order.

2. Order cancellations & modifications

We strive to process and manufacture orders as quickly as possible — often within hours of receiving them — so we can offer fast shipping. Once an order is placed and enters our production system, we cannot cancel or modify it.

3. Defective, damaged, or incorrect items

We stand behind the quality of our work. If we made a mistake on your order, we’ll make it right. You are eligible for a free replacement (or a refund, at our discretion) if:

  • The product arrives physically damaged or defective.
  • We printed a name differently than what was submitted on your original order.
  • You received the wrong item or design.

How to request a replacement

  1. Contact us at support@lestas.jp within 7 days of the delivery date marked by the carrier.
  2. Include your order number and a clear photograph of the defective or incorrect item.
  3. Our support team will review the issue and arrange for a replacement to be manufactured and shipped to you at no additional cost.

For defective or incorrect name labels, we typically do not require you to mail the physical product back to us in Japan. A clear photo is usually sufficient.

4. Lost packages

If your tracking information shows that your package has not moved for an extended period, or if it is marked as delivered but you have not received it, please contact us. While we are not responsible for carrier errors, we will work with you to find a solution or offer a replacement case-by-case.

See our Shipping Policy for tracking and delivery details.

5. Contact us

If you have any questions about this policy, please reach out to our team at support@lestas.jp. Operating hours are Monday through Friday (excluding the last business day of each month and Japanese national holidays), 9:30 AM – 5:30 PM Japan Standard Time.