Info – Kittchu

Yes, Kittchu ships worldwide! If your country isn’t listed, please contact me.

Contact me with your order number and updated details ASAP, I will edit your information accordingly. In the instance that your parcel has already been shipped, you’ll need to get in touch with your local post office.

Kittchu’s fulfilment time is 1 week for NON-PREORDER items, but after a large shop update or during the holidays please allow up to 2 weeks for your order to ship.

You will receive a notification via email once your order has been shipped.

For international economy letter mail, NZpost informs it'll usually arrive within 6-20 business days. However, this could change depending on seasonal delays.

For parcel orders, it takes 3-13 business days internationally. Within NZ, 2-3 business days or less.

International customers, please understand that I won’t be able to account for any customs delays that may occur.

Letter mail, although cheaper, doesn't include tracking internationally!

For parcel mail, economy tracking is an option available at checkout, as well as Courier. Both options update you for key events in your orders journey!

You will also be notified via email when your order has been shipped.

International orders may require customs fees from your government. All international buyers are responsible for paying VAT or any other charges.

If you are a customer from the USA wanting to know about tariffs, there is a subsection at the bottom of this page.

If your order was marked as shipped more than two weeks ago and hasn’t arrived yet, please contact me with your tracking number so I can look into it and file a claim where applicable. If your order was sent without tracking, I’m unfortunately unable to locate it once it has left New Zealand, as untracked parcels can’t be followed or investigated on our end.

However, here’s a checklist that has helped previous customers.

Wait another week: Usually there are customs delays and your order is still sitting at the post office or in the mail truck waiting to be delivered the next business day.
Contact your local post office: Please reach out to them via phone or in-person with your name and relevant information. Depending on the circumstance they might be able to locate where your package has been scanned and delivered.
Contact me for a photo: I take photos of every order before they’re shipped. Provide me your order number and details and I’ll send you a photo that you can present to the post office.
Ask neighbours: Check the surrounding areas around your property, and ask neighbours whether your order might’ve been delivered to them by accident.

If you still have no luck, please look into filing a missing mail search request! If your order is returned to me, I will be contacting you to let you know.

A pre-order means you’re buying an item before it’s been made, you’re ensuring in advance that you will receive one!

Once you place your order, I include it in my next production run with my manufacturers. This process takes some time, so please account for this when purchasing.

If your order includes both pre-order and in-stock items, everything will ship together once the pre-order items arrive in NZ –if you want your in-stock items to ship before that, you will need to order them separately.

The manufacturing process → Shipping to NZ → Packing → Shipping to you, can take several months depending on the item and manu I’m working with.

You can keep track of updates HERE, as well as general updates on my social media. You will also receive an email notification when I’ve shipped your order.

It varies depending on the product. While I will do my best to restock popular items, I can’t guarantee product restocks for everything as I’m always working to offer new and fresh things. If there’s something you want, it’s best to try and get it when you can.

Every order comes with a free sticker freebie as a thank you from me! :-)

If you'd like exclusive freebies you need to buy the pre-order product or bundle they come with; like the Chaos Pouch and the larger Coraline bundles. Freebies may change between launches or be pre-order period exclusive, so consider them a fun surprise rather than guaranteed specific design.

We’ve removed Paypal to help keep prices lower!

Paypal adds high international and currency conversion fees, which often increase costs for both artists and customers. By using direct payments instead, we’re able to keep things simple, fast and more affordable all round.

Yes. Message me ASAP with your name and order number and I’ll arrange what I can, shipping costs might be adjusted depending on the items combined.

Yes, your order will include a personalized thank-you note and might include decorations on the outside of your parcel. If your order is a secret gift or if you’d like to opt against this, contact me with your name and order number and I’ll make note to leave it discreet.

After orders are shipped, they’re non refundable and I won’t allow returns unless there was a mistake within the order on my end; like sending the wrong item, or items arriving broken etc. If you want to know whether your order applies, contact me.

No returns or refunds on orders that were sent with the exact items as ordered or that have no damages. We ask that you please be sure of your purchase before placing an order.

For in-stock items: If you’ve changed your mind about your order, please contact me ASAP so I can cancel and refund your order prior to shipment. If your order has already been processed and shipped it can no longer be cancelled.

For pre-order items: Pre-orders are made-to-order, and your payment is used to begin production. Pre-order cancellations are possible, but need to be made within 24 / 48 hours of placing the order. After that window, the pre-order cannot be cancelled.

So sorry about that! Please contact me ASAP with your name, order number and photo of the items within seven days of receiving your parcel and I’ll help you right away.

If your product arrives damaged, send me photo/video evidence within seven days of receiving your parcel, including your name and order number. I will work with you to send a replacement.

In 2025, Donald Trump introduced tariff rules that add a general 10% tax on most imported goods. This means even small international orders can now be charged fees when they arrive in the US and not just big ones. These charges were set by the US government, not by me or any other small business.

Tariff and import fees vary depending on your order value and US customs regulations. These charges are calculated by customs when your parcel arrives in the country — not by me — so I’m unable to predict the exact amount in advance. I plan to use a few websites to hopefully give customers a better estimation of what these fees might be.

However, to estimate what you might owe, we recommend using one of these tools.

No, customers are responsible for all customs and tariff fees. Unfortunately, because of how random the fees can be and how they’re everchanging, I don’t have control over what to charge, so they aren’t included in your order total at checkout.

Usually before delivery.