All your frequently asked questions - answered!
Top Questions
When will I receive my online order?
CLICK & COLLECT: Your order will take between 4-6 working days* to arrive at store ready for you to collect. You can track your order online under my account and we will also notify you via email when your order has been received, when your order has been shipped and again when your order has reached the store you have selected. We will also email you to remind you to collect your order if you have not collected it after 7 days, and again after 14 days (only for Click + Collect Courier delivery options).
DOOR TO DOOR: Your order will take between 3-5 working days* to get to you. You can track your order online under my account and we will also notify you via email when your order has been received, when your order has been shipped and again when your order has been delivered.
How to Shop Online
How do I shop online with Kawaii Labs?
It is really easy!
- Whether you’re on your mobile phone or PC, getting started with us is a breeze.
- Once you’re in, feel free to explore our site and discover items that catch your eye. When you’ve made your choice, click on the “Add to Cart” button to secure your selection. Please note, some items may require you to pick your preferred colour and size.
- Next up is the checkout process. Here, you’ll be prompted to choose your delivery option. After that, you can select your preferred payment method.
- Upon completion of your purchase, we’ll promptly send you an SMS or email to confirm that we’ve received your order. But that’s not all – we’ll also keep you updated on the status of your order every step of the way. Happy shopping!
How do I search for something specific in theKawaii Labs online store?
There are two ways to find what you’re looking for.
- You can select the category that you want to shop in (Ladies, Mens or Decor) and then you can shop by sub-category (e.g. dresses, shoes, maternity). Once you have selected what you want to view, you can sort it in a number of ways. For example, you can sort from lowest price to highest price, and you can ask that only the sizes that you want to shop for are shown to you. You can also choose how many items are shown per page as well as how many items are shown per row.
- You can type in what you are looking for using the search icon at the top of the page and we will show you any items that relate to your search criteria. Our online store is separate from our physical stores, and as such, items that are available online may not be available in-store or vice versa.
What if I order something that is out of stock?
You will only be able to order merchandise that is instock. If your size is not available, then you will not be able to select that size. However if we find an item is in stock but not suitable for sale, for reasons beyond our control, we will remove it from your bag and ship the order excluding that item and refund the value of the removed item. Should you have an item in your bag that was in stock but subsequently is out of stock, you will be prompted to remove the out of stock items before proceeding to check out.
Is it safe to shop online with Kawaii Labs?
Kawaii Labs subscribes to the highest security and encryption standards, allowing our customers to shop with absolute peace of mind!
- Card payments – Through the use of 3D Secure / Payer Authentication, online card payments are now authenticated and verified, allowing for protection against any unauthorized use should your card be lost or stolen.
- Instant EFT – We have partnered with instant EFT solution PayGate to bring you an easier way of paying online from the comfort of your home.
- No need to register with PayFast to pay nor download any app, simply use your existing cellphone/online bank details to pay via PayFast.
- PayFast is a seamless, hassle-free and instant method of settling your outstanding account, making the loading process quick and easy within seconds. PayFast allows you to make payments from any of your online bank accounts e.g. savings account, credit card account, cheque account, etc. Tyme and African Bank have also been introduced to the PayFast platform, offering you to make payments with any of the 8 major banks in South Africa.
- All you need to pay via PayFast is an online bank account. The payment is made immediately (no need to email proof of payment), allowing us to process your payment faster, with no added costs to you.
What is 3D Secure / Payer Authentication?
3D Secure or Payer Authentication (MasterCard® SecureCode™ and Verified by Visa) provides an additional layer of security and protects you, the cardholder, when making an online purchase using a debit or credit card. Your bank identifies you using a previously selected One-Time Pin or password and therefore knows that it’s you shopping online. In doing so, no fraudulent transactions can be made if your card has been lost or stolen – giving you more control of your shopping experience.
You can shop in total confidence knowing that your credit card details are safe and secure.
How do you register with 3D Secure / Payer Authentication?
The following banks have pre-enrolled all Visa and MasterCard credit cards.
All you need to do is follow the instructions below to check / activate your card now at no extra cost!
Absa – check / activate your card
Nedbank – check / activate your card
Standard Bank – check / activate your card
FNB:
Log on to your FNB Online Banking profile and follow these prompts:
- Select the “My Bank Accounts” tab
- Select the “My Cards” sub tab
- Click on “Activate Now” in the “Verified by Visa” column for the card that you would like to activate
- Capture the relevant details
- You will be sent an OTP to your mobile phone which you will then need to enter on your online banking profile
Once done, your card will be activated for 3D Secure/Payer Authentication online banking.
Investec:
Please use your credit card pin when prompted to submit the one-time password (OTP).
My bank is not listed, how do I enroll for 3D Secure / Payer Authentication?
Please contact your bank to find out how you can enroll for 3D Secure or Payer Authentication on your credit card. Certain credit card issuers, such as American Express and Diners Club, do not subscribe to 3D Secure / Payer Authentication yet. These cardholders will not be required to enter a One-Time Pin or Password when shopping online.
What are the different payment options that I have for purchasing from Mr Price online?
You have three different options:
- You can pay using a credit card;
- You can pay using a cheque or debit card (only eCommerce enabled debits cards are currently supported.);
- You can pay using PayFast Instant EFT
What if I am unhappy with my purchase?
We’ll be sad to hear that but happy to help! You can return any item for free to our Kawaii Labs store, or you can return it via Courier who will collect from you. See Returns & Exchanges for an explanation on return procedures and costs.
Can you help? I've forgotten my password!
Sure thing! Simply click on the “FORGOT PASSWORD?”” link on the “Sign In” page. We will then email you a link where you can reset a new password. You will be given three chances to enter the correct password, after which your profile will be locked. If this happens, you will need to contact us and we’ll send you an email with a link to reset your password.
How do I sign-up for a Newsletter?
Simply enter your email address in the section at the bottom of our website. If at any time you want to stop getting our newsletter, click on the “unsubscribe” button at the bottom of the any of your emails to stop any unwanted emails.
How to Shop Online
How will my order get delivered to me?
You can choose between two super convenient delivery options:
- You can collect at our studio in Hartbeespoort.
- We can also deliver to your home or work with our Door to Door option. There are certain outlying areas in South Africa where orders may potentially be delayed.
When will I receive my online order?
CLICK & COLLECT: Your order will take between 4-6 working days* to be ready for you to collect. You can track your order online under my account and we will also notify you via email when your order is ready for collection. We will also email you to remind you to collect your order if you have not collected it after 7 days, and again after 14 days.
DOOR TO DOOR: Your order will take between 3-5 working days* to get to you. You can track your order online under my account and we will also notify you via email when your order has been received, when your order has been shipped and again when your order has been delivered.
How can I cancel my order?
We’ll be sad that you want to cancel your order but happy to help! All you need to do is contact us on 074 711 1105 or drop us a mail at hello@kawaiilabs.com, include your order number and request and we will be able to cancel your order and refund the payment using the original payment method.
How long will it take for me to receive my refund?
It all depends on the payment method you used when you placed your order. Here are the different times based on the different payment options:
- Credit Card: This will take 5-7 working days (excluding weekends and public holidays) to reflect in your account.
- EFT: This will take 7-10 working days (excluding weekends and public holidays) to reflect in your account.
Can I return any merchandise?
The easiest way to return your order is to drop it off at our studio for FREE (conditions apply).
- You can also return your order via Courier. Please contact customer care on 074 711 1105 should you wish to arrange a return via courier. Please note that the cost of the courier will be deducted from your refund.
- Please note we do not accept returns for certain items like Underwear and Earrings. Not sure? Checkout out our returns policy.
In an effort to help lessen our carbon footprint, we no longer provide printed invoices in order parcels. Please make sure you download your order invoice from your profile to present at the desk when returning your items. When logged in on the website, look for your name and profile icon at the top of the page and go to “My Orders”. Open the order you have placed and select “Download Receipt”. Associates in store require this proof of purchase before a return can be actioned.
How long will I have to return my order?
You can return any item for free to our studio, or you can return it via Courier who will collect from you. Please remember that if you are not happy with any of your items in your order, you will have 30 days from date of delivery in order to return these items.
How much will it cost me to return my order?
Returning your order to our studio is totally FREE. If you choose to return your order via the Post Office, you will be charged standard SAPO rates to return your parcel to us. If you choose to return your merchandise using our Courier service, we will advise you on the cost of the return while you are processing your return online, as the cost will vary depending on your location. We do not refund delivery costs, no matter which channel you decide to use to return your merchandise.
How can I return my order or part of my order?
You have two options to return your order:
- You can return it to our studio for free (conditions apply). This is the easiest method.
You can also return your order via the Post Office or via Courier. If you choose one of these options you will need to pay for the cost of the return. To make a return using one of these channels you will need to package your return and insert the return confirmation page into the package (you can either print the return confirmation online or you can fill in the printed one that we sent you with your order). Please make sure that the address is legible on the package:
Kawaii Labs
22 Baldwin Street
Schoemansville
Hartbeespoort
NW
0216
South AfricaIf you select the Post Office option:
Then drop off at your nearest Post Office. Note: you will need to pay the Post Office directly when you hand the package over to them. Also note that it may take up to two weeks for the Post Office to get the return package to us.
If you select the Courier option:
The courier will collect from you at your designated address. Note, you will not need to pay the courier directly for returning your merchandise, we will pay the courier and deduct the cost from your final credit once we have received and processed your returned merchandise. Make sure that you insert the return confirmation page into the package (you can either print the return confirmation online or you can fill in the printed one that we sent you with your order).
Psst! Don’t forget…
- All return items must be in good condition with barcodes still attached.
- If you return items via post/courier you’ll need to pay the cost of the return.
- You’ll find your proof of purchase form in your delivery bag or you can print it from your order history once you’ve logged in.
- You’ll only get your cash back once we’ve received your items and checked that they’re in good condition.
- Sorry! We can’t accept returns on pierced jewellery or underwear – unless they arrived damaged.
What happens if there is nobody to receive my order when the Courier delivers to me?
The Courier will make an attempt to call you and arrange a date and time that is suitable for you to receive your delivery. After a second delivery attempt the Courier will return your order to Kawaii Labs, and you will be credited for your purchase minus the cost of delivery and the cost of returning the package to us.
Can I select somebody to receive my order for me if I am not going to be there when the Courier service delivers to me?
Yes you can, but do note that we will not accept responsibility for anyone who receives your order at your chosen address, that is not authorised to do so.
What if I received a damaged or soiled item?
Should you receive a damaged or soiled item you will be requested to take a pic of the damaged/soiled item and to contact our Customer Care A Customer Care agent will then contact you regarding the return, replacement or refund.
What if I receive an item with a factory fault?
Should you receive a damaged or soiled item you will be requested to take a pic of the damaged/soiled item and to contact our Customer Care A Customer Care agent will then contact you regarding the return, replacement or refund.