Store Policies

Refund policy

At Kivvi Tales, our mission is to make sure every customer feels the care we put into our tiny storybook world and enjoys bringing our characters and dollhouse treasures into their home. We carefully select our partners and products, and we always strive to ensure your satisfaction.

If you are not satisfied with your purchase, please contact our support team at support@kivvitales.com, and we will do our best to find a solution based on your situation.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all orders.
Customers can contact our support team within 30 days of receiving their product to initiate the refund process.

Kivvi Tales is committed to protecting the rights of every customer and will handle all return and exchange requests promptly and professionally.

For returns or exchanges requested after 30 days, please contact our customer service team. We will work with you to find a feasible solution based on your current situation.

How to Return a Product

To be eligible for a return, your item must be in the same condition as when you received it—unused, undamaged, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we will send you:

A return shipping label (if applicable), and
Instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Please submit your return request to support@kivvitales.com and provide the reason for the return. Our support team will follow up with you.

When your return is approved:

Place the item in its original packaging and send it back to the return address we provide.
After shipping, please email our support team with the tracking number.

How to Obtain a Refund or Exchange

Once we receive and process your return, we will begin the refund or exchange process.

Refunds

Please do not return the item to the sender’s address printed on the original package, as this is not the return address and may affect your refund.

Once we receive and inspect your return, we will notify you if the refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.

Please remember it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at support@kivvitales.com.

Exchanges

Exchanges will be processed within 48 hours after we receive and handle your return.
Shipping typically takes 7–10 business days, depending on your location.

The exchange will be sent to your original shipping address or a new address you provide.
We will share a tracking number with you once it is available.

Tip:
The fastest way to ensure you get the item you want is to return the item you have and place a new order once your return has been accepted.

Special Notes: Return Conditions

Unauthorized return or refund requests will not be accepted.
Do not use the sender’s address on the parcel as the return address, as this is not our returns facility and may affect your return process.
To be eligible for a return or refund, the item must be in its original condition, including all accessories, gifts, and packaging.
We are not responsible for items that are lost, damaged, or not delivered to the correct return address during transit.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

Perishable goods (e.g., food, flowers, or plants)
Custom or personalized products (e.g., special orders, name-printed items)
Personal care goods (e.g., beauty products)
Hazardous materials, flammable liquids, or gases

If you have questions about whether your specific item is eligible for return, please contact us before sending it back.

Unfortunately, we cannot accept returns on sale items or gift cards.

Return Shipping Costs

As part of our commitment to thoughtful service:

For quality-related issues, we offer free returns and exchanges and will cover the shipping costs both ways.
For returns due to non-quality reasons (e.g., changed mind, ordered the wrong item), you will be responsible for the shipping costs both ways.