Returns & Exchanges
🧺 Our Promise to You
At Kivvi Tales, we pour our heart into creating a tiny world filled with warmth, imagination, and heirloom-quality pieces. We hope every customer can feel the same joy and comfort when our characters and miniatures arrive at your home.
If anything doesn’t meet your expectations, our support team is here to help.
👉 Email: support@kivvitales.com
📦 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all orders.
If you’re not satisfied, simply contact us within 30 days of receiving your items, and our team will assist you with a return or exchange.
For requests beyond 30 days, please still reach out — we’ll do our best to find a solution.
📨 How to Return an Item
To qualify for a return:
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Item must be in its original condition
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Unused and undamaged
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With tags, accessories, gifts, and original packaging included
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Proof of purchase is required
Once your return request is accepted, we will provide:
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The correct return address
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A return shipping label (if applicable)
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Instructions for sending the package
⚠️ Please do not send returns to the sender address printed on the package — this is not our return location.
After shipping your return, please email us the tracking number so we can process it promptly.
💰 Refunds & Exchanges
Refunds
Once we receive and inspect your returned item, we will notify you of approval.
If approved, refunds will be issued automatically to your original payment method within 10 business days.
If more than 15 business days pass after approval and you still haven’t received your refund, please contact us.
Exchanges
Exchanges are processed within 48 hours after we receive your return.
Shipping normally takes 7–10 business days, depending on your location.
We will ship to your original address unless you request otherwise, and provide a tracking number once available.
💡 Fastest Option:
Return the item and place a new order as soon as your return is accepted.
📋 Important Return Requirements
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Returns without prior authorization will not be accepted
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Do not use the sender address on the original package
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Items must include all original accessories, packaging, and gifts
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We are not responsible for items lost or damaged during return transit
🚫 Non-Returnable Items
We cannot accept returns for:
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Personalized / custom-made items
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Seasonal or limited-edition items marked as final sale
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Gift cards
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Perishable items
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Hazardous materials, flammable liquids, or gases
If you’re unsure whether your item qualifies, contact us — we’re happy to help.
💸 Return Shipping Costs
To ensure a high-quality experience:
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Quality-related issues:
✔ Free return
✔ Free exchange
✔ Kivvi Tales covers shipping both ways -
Non-quality reasons (e.g. changed mind):
❗ Customer is responsible for return shipping
❗ Original shipping cost is non-refundable
💬 Need More Help?
Our support team replies within 24 hours.
If you have any questions about your Kivvi Town characters, furniture, or miniature sets, we’re here to help.
