Frequently Asked Questions

Do you offer worldwide shipping?
Yes! I ship to anywhere in the world, with the exception of Brazil and Israel. Unfortunately, frequent issues with lost or returned packages in these regions prevent me from reliably sending orders there.

Will I have to pay any import/tax fees when my order arrives?
No, you won’t be charged any extra fees. I take care of that on my end, so there are no surprise costs when your order arrives. Please let me know if something like this happens, as it is most likely an error.

Please could I return my order and get a refund?
Please click here to read my refund policy.

Do you use AI?
NO, and I never will. I’ve been asked this quite a lot (apparently my product photos look a little too polished). I promise that’s down to the incredibly talented photographers at Cliik Studios, who I absolutely love working with. Every image is thoughtfully planned, styled and photographed by real people - no AI involved!

Please could you make me a custom bag?
Sorry, I don't take custom orders due to time constraints! I'm all ears for fun new ideas though, so please feel free to email me your suggestions. If I get lots of requests for a particular character/design, I am more likely to make it, so please reach out.

I have a problem with my order, please can you help me?
Please email me using my contact form here.

I pre-ordered a bag from you that said it would be ready by x, where is it?
Please understand that the pre-order timeline is an estimation only - no guarantees. I understand how long waits can feel frustrating. Pre-orders can sometimes take 6-8 months to be fulfilled. I don’t send frequent updates during this time, but please know that your order hasn’t been forgotten! As soon as it’s shipped, you’ll receive a confirmation email with a tracking link to follow its progress. You can also see updates on my Instagram Stories and the 'Latest News' section at the bottom of the kirakira.co.uk home page.

Why do pre-orders take so long?
Each bag is designed by me and expertly crafted by my overseas manufacturer. With intricate embroidery, custom zippers, and multiple fabric layers, the production process is complex and involves many steps, which can sometimes lead to delays. Shipping from my manufacturer to the UK typically takes 1-2 months and may be subject to customs processing. Once received, I personally handle packing, labelling, and shipping to ensure everything arrives safely. I strive to work as quickly and efficiently as possible, and appreciate your patience and support!

Why can't I use PayPal?
In the past, I experienced a number of chargebacks through PayPal where customers would file for quick refunds while their pre-orders were still in production, often without contacting me first. Because Kira Kira runs on a pre-order model, I made the decision to remove PayPal to help keep my small business sustainable. Sorry for the inconvenience.

Why do pre-order refunds hurt your business financially?
I produce bags based on the exact number of pre-orders I receive. For example, if you order a bag, I order that bag specifically for you from my manufacturer. Because of this made-to-order system, refunds for pre-orders can be financially damaging to my business, as I’ve already invested in materials and production based on your order. Of course, I understand that sometimes things change - and if you truly need to cancel your pre-order I will honour that! I would just like to kindly ask for a little consideration first. Thank you.

You didn't answer my question!
Please use my contact form here and I'll answer your question as soon as possible.