FAQ

PRODUCTS:

1. What is Kivvi Tales?

Kivvi Tales is a story-driven miniature world featuring dolls, dollhouses, furniture and tiny home goods inspired by our magical town—Kivvi Town. Each piece is designed to bring warmth, imagination, and gentle moments into your home.

2. Are Kivvi Tales products handmade?

Many of our pieces are handcrafted or hand-finished, giving each item its own little personality. Others are thoughtfully produced with high-quality materials to ensure durability and safe play. Whether handcrafted or not, every product is created with the same care, warmth, and story spirit. Please note that handmade items may have slight variations in color, texture, or stitching—natural details that add to their unique character.

3. What ages are Kivvi Tales toys suitable for?

Our products are designed for gentle play and family storytelling. Most pieces are suitable for ages 3+.

4. What materials do you use?

We use a thoughtful combination of cotton, linen, wood, resin, rattan, metal and other safe, durable materials. Each piece is crafted with care, making it suitable for both play and display—whether you're creating stories, decorating your space, or building a collection.

5. Will you release new characters and scenes?

Yes! Our world is always growing. Follow us to receive updates on new characters, rooms, seasons, and story collections—not just handcrafted drops.

SHIPPING:

1.Do you offer free shipping?

Yes. We offer free shipping on orders of $68 or more. Orders under $20 have a $4 shipping fee, while orders from $20 to $67.99 have a $2 shipping fee. Applicable shipping charges are shown at checkout.

2.Do you ship internationally?

Yes, we ship to multiple countries. Shipping costs and delivery times vary depending on the destination.

3.How is shipping calculated?

Shipping is based on your order total. The applicable shipping charge will be displayed at checkout before payment.

Please see our Shipping Policy for the latest details.

4.How long will it take to receive my package?

Please note that these delivery timeframes are estimates.Actual delivery times may vary due to shipping and customs processing factors.

· Estimated Delivery Times:United States:6-12 business days

• United Kingdom:6-10 business days

• Canada:8-15 business days

• Australia:5-10 business days

• Other Countries:7-15 business days

5.How can I track my package?

Once your order has shipped, the tracking number will be sent to you via email.

You can also click here to check your tracking number.

6.Do I need to pay customs duties?

Our prices already include duties, so you won’t need to pay additional import taxes.

ORDERS:

1. Can I cancel or modify my order?

We cannot guarantee cancellations or modifications after an order is submitted. If you contact us immediately after placing your order, we may be able to assist with changes, but once the order enters processing, it cannot be modified or canceled.

2.How long does it take to process an order?

Most orders are shipped within 1-2 business days.If there are holidays, the processing time may be extended accordingly.You will receive an email with a tracking number once the order has shipped.

3.Does Kivvi Tales accept returns?

Yes. You may contact us to request a return within 30 days of receiving your order. Returned items must be unused and undamaged, with their original tags, accessories, gifts, and packaging included. Proof of purchase is required. For quality-related issues, Kivvi Tales covers eligible return or exchange shipping costs. For non-quality returns, such as changing your mind or ordering the wrong item, the customer is responsible for return shipping, and the original shipping cost is non-refundable.

4.How do I return an item?

To return an item, it must be in its original condition—unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please email your return request with the reason to support@kivvitales.com , and our team will assist you.

5.How do I request an exchange?

To request an exchange, ensure the item is unused, with tags, and in its original packaging.

Please submit your exchange request by emailing support@kivvitales.com with the reason for the exchange. Once we receive your return, we will process the exchange within 48 hours, and the new item will be shipped to the address you provide, along with a tracking number.

6.When will I receive my refund?

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may require additional processing time.

If you haven’t received your refund after 15 business days from approval, please contact us at support@kivvitales.com

ACCOUNTS：

1.How do I create an account?

To view your order status anytime, you’ll just need a quick account setup first.

You can click here, then select "Create an account"

2.Do I need an account to order?

No — you can checkout as a guest.

But creating an account allows you to:

• View past orders

• Track shipments

• Save your address

• Receive discounts and new product updates

3.I can’t seem to login into my account. What should I do?

If you happened to forget your password, try the reset password button.

You will receive an email with a new one. If that doesn’t work, contact us ASAP at support@kivvitales.com and we’ll get you sorted out.

OTHER：

1.How can I contact you?

You can reach us through:

Email: support@kivvitales.com

We aim to reply within 24 hours.

2. What payment methods do you accept?

We accept a variety of payment methods, including credit cards, debit cards, and some third-party payment services.

3.What if I didn’t receive a confirmation email?

Please check your spam folder. If you still haven’t received it, contact our customer support team for assistance.

4. Do you have physical stores?

Not yet — Kivvi Tales currently operates exclusively online.

5.Do you offer discounts or promotions?

Yes!

Subscribe to our newsletter or follow us on Instagram @Kivvi Tales to receive promotions, story updates, launch previews and early access.

Have a question

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.