Frequently Asked Questions
Everything you need to know before and after ordering at Yota Kitty.
Order
How do I place an order
Pick your favorites, choose your size or variant if needed, and click "Add to cart". When you're ready, open your cart and follow the secure checkout. You'll receive an order confirmation by email within a few minutes.
Can I modify or cancel my order?
Orders are prepared quickly, usually within 24 to 48 hours. If you need to change or cancel something,contact us as soon as possible with your order number. If your order hasn't shipped yet, we'll do our best to help. Once it has shipped, you can still use our 14-day return policy after delivery.
I didn't receive my order confirmation email. What should I do?
First, check your spam or promotions folder. If it's not there, the email address may have been mistyped at checkout.Write to us with your name and the date of your order and we'll find it and resend your confirmation.
How do I use a discount code?
Enter your code in the "Discount code" field at checkout and click "Apply" before paying. Codes cannot be added after an order is placed, and only one code can be used per order. New here? Use code KAWAII10 for 10% off your first order.
SHIPPING & DELIVERY
How much does shipping cost?
Shipping is free on all orders, worldwide. No minimum, no surprise fees at checkout.
How long does delivery take?
Please allow 10 to 15 business days from order to delivery. Your order is prepared and quality-checked within 24 to 48 hours, then shipped with tracking. Delivery times can vary slightly depending on your country and local carriers.
How can I track my order?
As soon as your order ships, you receive a tracking number by email. You can follow your package anytime on our order tracking page using your tracking number or your order number and email.
My tracking hasn't updated in several days. Is that normal ?
Yes, it can happen, especially while a package is between two carriers or going through a sorting hub. Tracking often stays quiet for 2 to 4 days and then updates in one jump. If your tracking hasn't moved for more than 5 business days,contact us and we'll investigate with the carrier.
Do you ship to my country?
We ship worldwide, with free shipping included on every order. You can select your country and currency at the top of the page.
Will I have to pay for customs fees?
Most of our customers don't pay anything extra. Depending on your country's import rules, customs duties or taxes can occasionally apply and are the responsibility of the customer, as they are set by local authorities and not by Yota Kitty. If you're unsure, check your local customs threshold before ordering.
My order arrives in separate packages. Why?
If you ordered several items, they may ship from different warehouses to reach you faster. You'll receive a tracking number for each package. Don't worry if one arrives before the other, the rest is on its way.
Returns & Refunds
What is your return policy?
You have 14 days after receiving your order to request a return. Items must be unworn, unwashed, and have their tags attached. Return shipping costs are the customer's responsibility, unless the item is defective or we made a mistake. Full details in our Return & Refund Policy.
How do I start a return?
Contact us with your order number and the item(s) you want to return. We'll confirm eligibility and send you the return instructions and address. Please don't send anything back before receiving our instructions, unconfirmed returns can get lost.
My item arrived damaged or incorrect. What do I do?
We're sorry! Write to us within 14 days of delivery with your order number and a photo of the item and its packaging. For defective or incorrect items, we'll send a replacement or issue a refund, and return shipping is on us.
When will I receive my refund?
Once your return is received and inspected, your refund is issued to your original payment method. Depending on your bank, it typically appears within 5 to 10 business days after we confirm it.
Products & Sizing
How do I choose the right pajama size?
Each pajama product page includes a size chart with measurements. When in doubt between two sizes, we recommend sizing up for a cozier, more relaxed fit. If a size doesn't work out, you're covered by our 14-day return policy.
Are your plushies suitable for children?
Our plushies are designed as decorative and collectible items for kawaii fans. They are soft and well stitched, but they are not certified baby toys. For young children, always check the product details and keep small accessories out of reach of babies.
How do I wash my plushie or pajamas?
Plushies: spot-clean with a damp cloth and mild soap, then air dry. Avoid machine washing to protect the filling and stitching. Pajamas: machine wash cold, inside out, on a gentle cycle, and air dry to keep prints and fabric soft.
Payment & Security
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Shop Pay, Klarna, Bancontact, and other local payment methods depending on your country. All options are shown at checkout.
Is payment on your site secure?
Yes. Payments are processed through Shopify's secure, encrypted checkout (SSL). We never see or store your full card details.
In which currency will I be charged?
Prices are displayed in your local currency based on the country selected at the top of the page, and you're charged in that currency at checkout.
Contact
How can I reach your support team?
Through our contact page. Our team, based in France, answers Monday to Friday, 9:00–17:00 (CET), and we aim to reply to every message within 24 business hours.