FAQ
Answers to the questions we get most often about Lolita Kawaii, our dresses, sizing, shipping and returns. Can't find yours? Email support@lolitakawaii.com.
What is Lolita Kawaii?
Lolita Kawaii (lolitakawaii.com) is an online Lolita fashion shop run by WELLTEX (HK) IMPORT & EXPORT LIMITED, a company registered in Hong Kong. We sell sweet, classic, gothic and punk Lolita dresses, Ouji (prince) outfits, blouses, skirts, petticoats, wigs, shoes and accessories, and we ship worldwide.
Are your dresses original designs or from other brands?
Both. Part of the catalog is our own original series, designed by our team and produced in small batches. The rest is a curated selection from Chinese independent Lolita brands, sourced through more than ten years of experience buying from Taobao. Every listing describes the piece, its material and what is included in the price.
Where do orders ship from, and how long does delivery take?
In-stock orders are processed within 24 hours and shipped within 3 to 14 days from our warehouse in China. Transit time depends on the courier you choose: DHL about 3 to 7 days, FedEx 6 to 8 days, EMS 7 to 15 days, Yanwen Express 10 to 20 days, Eyoubao 15 to 35 days, SAL 25 to 45 days. See the Shipping & Delivery page for details.
How long do pre-order and made-to-order items take?
Pre-order dresses are produced after the order is placed. Production and preparation take up to about 3 months, and the individual listing states the expected production time (many ship within 45 days). Made-to-order customization takes about 40 days. We email you when a pre-order ships.
Do you offer free shipping?
Yes. Orders over USD 69 ship free worldwide; the free shipping option appears automatically at checkout. Other current offers are listed on the Coupon Code and Rules page.
How do I choose my size?
Our clothing is cut to Asian sizing, so compare your own measurements with the size chart on each product page instead of using your usual letter size. Measure your bust, waist and hips with a soft tape measure and choose the size that is about 2 cm larger than your body measurements. Many dresses run from S to XL, and plus-size pieces go up to 5XL. See My Size Guide.
What do OP, JSK and SK mean?
OP (one-piece) is a dress with sleeves that can be worn on its own. JSK (jumper skirt) is a sleeveless dress with shoulder straps, worn over a blouse or cutsew. SK is a skirt, worn with a blouse. A petticoat underneath gives all three the typical Lolita silhouette.
Can I return or exchange an item?
In-stock items can be returned within 30 days of delivery if they are unworn, unwashed and still have their tags and packaging. If we sent the wrong item or there is a quality defect, we cover the return shipping and resend or refund. If you return an in-stock item for personal reasons (wrong size, changed your mind), you pay the return shipping, usually USD 7 to 30. Limited editions, made-to-order and customized pieces are produced for your order and cannot be returned or refunded once production has started, except for quality defects. Clearance items are final sale. Full terms: Return and Refund.
Can I cancel my order?
You can cancel for a full refund within 24 hours of ordering, before we start processing it. Once a regular pre-order has gone into production, a 65% refund is available. Limited editions and customized items cannot be cancelled once production has started, and deposits are non-refundable. Orders cannot be cancelled after they have been shipped.
Will I have to pay customs duties or import tax?
Possibly, depending on your country. Any customs duties or import taxes are paid by the customer and are not included in our prices or shipping fees. If a parcel is returned by customs because duties were refused, we cannot cover those costs.
Which payment methods do you accept?
PayPal, Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay and Shop Pay. All payments are processed through Shopify's secure checkout; we never store your card details.
How do I track my order?
When your order ships we email the tracking number and courier. You can follow it on the courier's website or on 17track.net. Please check the email address you used at checkout, including the spam folder.
Why haven't I received an order confirmation email?
Most often the email address was mistyped at checkout, or the message landed in your spam folder. If you still cannot find it, email us with your name and order details and we will resend it.
Do you offer custom sizing or customization?
Yes. For embroidery, style adjustments, fabric preferences or size alterations, contact our customer service before ordering. Customized pieces are made to order, take about 40 days (sometimes up to two months), and cannot be returned once production has started.
What happens if my package is lost or delayed?
Shipping delays alone do not qualify for a refund, but if the courier officially declares a parcel lost we refund the order in full. Please give a complete address and phone number at checkout, and contact us as soon as the tracking looks unusual so we can open a case with the courier.
How can I contact you?
Email support@lolitakawaii.com or use the chat on this site. We reply within 24 hours on business days; replies may take a little longer on weekends and holidays.
