Here you will find all the answers to common questions.
By placing an order, you confirm that you have read the FAQ and accept the store’s terms and conditions.
What kind of store is this?
This is the official store for KIYU MIYU merchandise, featuring primarily original characters and designs.
We are a passion-driven, artist-run shop where many of the products are created and produced by us. Our collection includes prints, stickers, bookmarks, and a variety of handmade items. We focus on craftsmanship and attention to detail, always prioritizing quality over quantity.
Every order is carefully prepared and packed with care just for you. 💌✨
We are a passion-driven, artist-run shop where many of the products are created and produced by us. Our collection includes prints, stickers, bookmarks, and a variety of handmade items. We focus on craftsmanship and attention to detail, always prioritizing quality over quantity.
Every order is carefully prepared and packed with care just for you. 💌✨
Do you ship worldwide?
Here is the list of countries we currently ship to. If your country is not on the list, please let us know and we’ll see what we can do!
Australia Austria Belgium Bulgaria Canada Croatia Czechia Denmark Estonia Finland France Germany Greece Hungary Italy Japan Latvia Lithuania Luxembourg Netherlands Poland Portugal Romania Singapore Slovakia Slovenia Spain Sweden Switzerland United Kingdom United States
Australia Austria Belgium Bulgaria Canada Croatia Czechia Denmark Estonia Finland France Germany Greece Hungary Italy Japan Latvia Lithuania Luxembourg Netherlands Poland Portugal Romania Singapore Slovakia Slovenia Spain Sweden Switzerland United Kingdom United States
I went to your shop and it still says “Coming Soon.” How can I place an order?
At the moment, our shop opens once a month or sometimes less often. Information about the next opening is always posted on the banner at the top of our website as well as on our social media channels.
INSTAGRAM STORE
INSTAGRAM STORE
How long does a shop opening last?
The duration of each shop opening depends on the number of orders placed. We set a maximum number of orders so that we can prepare and ship all packages within no longer than two weeks.
Sometimes the shop may be open for 15 minutes, sometimes an hour, and occasionally longer.
At the moment, we are unable to accept a larger number of orders, but we are actively working on expanding our capacity.
Sometimes the shop may be open for 15 minutes, sometimes an hour, and occasionally longer.
At the moment, we are unable to accept a larger number of orders, but we are actively working on expanding our capacity.
Why don’t you offer pre-orders?
At the moment, we do not offer pre-orders. Our current workflow and production capacity do not allow us to manage them properly.
Running the shop involves preparing updates, packing orders, and creating new artwork. To maintain the quality of our products and illustrations, we focus on a schedule that allows us to manage these processes carefully.
Pre-orders may become possible in the future once we expand our workspace and production capacity.
Running the shop involves preparing updates, packing orders, and creating new artwork. To maintain the quality of our products and illustrations, we focus on a schedule that allows us to manage these processes carefully.
Pre-orders may become possible in the future once we expand our workspace and production capacity.
If I place an order in the first few minutes, will my package be shipped first?
Since we ship worldwide and use multiple carriers to keep the prices as affordable as possible for you, we dispatch packages according to the carriers.
We try to rotate the order of carriers with each launch so that it’s different every time. Sometimes we ship all courier packages first, sometimes postal shipments - it varies.
This system significantly speeds up our package shipping process. If you need your package sooner, please message us and we will do our best to ship it as a priority.
We try to rotate the order of carriers with each launch so that it’s different every time. Sometimes we ship all courier packages first, sometimes postal shipments - it varies.
This system significantly speeds up our package shipping process. If you need your package sooner, please message us and we will do our best to ship it as a priority.
I placed two orders during the same reopening and now I have double shipping. Will I get a refund for the extra shipping cost?
Unfortunately, we are unable to refund additional shipping charges. Extra refunds for shipping create accounting and bookkeeping complications, so they are not possible in our system.
Please make sure to place your orders carefully and combine items into a single order whenever possible.
If we do not receive a clear response from you, your two orders will be packed into ONE single package - this allows us to accommodate one more order.
To make sure you don’t miss out, we’ll add a random print to your package as a bonus.
Please make sure to place your orders carefully and combine items into a single order whenever possible.
If we do not receive a clear response from you, your two orders will be packed into ONE single package - this allows us to accommodate one more order.
To make sure you don’t miss out, we’ll add a random print to your package as a bonus.
I accidentally ordered the same item twice. What should I do?
Please send me an email with your order number (don’t contact me on Instagram) and with the link or the name of the item you want to exchange the second one for.
Why can’t I choose "POST OFFICE" as a shipping option?
Since January 2026, due to changes in the regulations of the Universal Postal Union, Poczta Polska no longer dispatches goods via registered mail, which had previously been the most cost-effective option.
Because of this change, small items such as keychains can only be shipped using their Global Courier service, which is sometimes more expensive than courier services like DHL, UPS, or InPost.
Because of this change, small items such as keychains can only be shipped using their Global Courier service, which is sometimes more expensive than courier services like DHL, UPS, or InPost.
In what timeframe do you send packages?
Since we open the shop once a month or even less often and there are just two of us, sometimes sending your package may take a few days, and sometimes up to two weeks. Please keep that in mind!
Is the special sticker only available for this one launch?
Yes, the special sticker is only available for this launch and will not be offered again. It is free and added to every order.
In addition to the sticker, you always receive several different freebies. You can check the banner for this launch to see what you’ll receive this month.
In addition to the sticker, you always receive several different freebies. You can check the banner for this launch to see what you’ll receive this month.
Do I need to pay customs and service fees?
For shipments outside the European Union, customs fees may apply. We are not responsible for these fees, and they do not constitute a basis for a refund, as we have no control over them. By placing an order, you acknowledge the possibility of additional fees upon delivery and agree that they will be your responsibility.
How can I check the status of my shipment?
You received your tracking number in the e-mail.
It should redirect you to tracking if something isn’t working depending on the selected shipment. Here are the links to track your package:
Universal International Shipping Website
DHL COURIER
POST OFFICE
UPS
It should redirect you to tracking if something isn’t working depending on the selected shipment. Here are the links to track your package:
Universal International Shipping Website
DHL COURIER
POST OFFICE
UPS
Do I need to pay customs duties for shipments to the USA?
Probably yes. For any parcel shipped on or after August 29, 2025, U.S. Customs will assess an import duty.
Customs and related charges
Import duty: a base rate currently estimated at 15%
Disbursement fee (UPS): typically 2% of the customs amount (minimum $14 USD).
State sales tax: may apply in addition to federal duties, ranging roughly 0–8.5% depending on the destination state.
Additional possible fees
Payment handling fee: $12 USD if duties are paid by cash or bank transfer instead of using UPS online payment.
Storage charges if duties are not paid promptly:
First 2 days: free
From day 3: $25 + $0.05 per lb per day
From day 7: $25 + $0.10 per lb per day
From day 15: shipment may be moved to a General Order warehouse.
Payment of customs duties is the buyer’s responsibility.
Customs and related charges
Import duty: a base rate currently estimated at 15%
Disbursement fee (UPS): typically 2% of the customs amount (minimum $14 USD).
State sales tax: may apply in addition to federal duties, ranging roughly 0–8.5% depending on the destination state.
Additional possible fees
Payment handling fee: $12 USD if duties are paid by cash or bank transfer instead of using UPS online payment.
Storage charges if duties are not paid promptly:
First 2 days: free
From day 3: $25 + $0.05 per lb per day
From day 7: $25 + $0.10 per lb per day
From day 15: shipment may be moved to a General Order warehouse.
Payment of customs duties is the buyer’s responsibility.
Do you charge VAT?
I am currently part of a program that allows both me and my customers to sell and purchase without charging VAT.
However, some countries such as Spain and Bulgaria are not included in this system. For these destinations, VAT (around 20%) is added at checkout.
However, some countries such as Spain and Bulgaria are not included in this system. For these destinations, VAT (around 20%) is added at checkout.
I haven't received my shipping confirmation email
Please check your spam folder - sometimes emails end up there by mistake. If you still can't find it, just message me and I'll resend it to you.
My items were damaged during travel, what should I do?
If there’s any problem with your package for example: if it arrives damaged, incomplete, or contains the wrong item don’t worry. We’re here to help resolve it.
What you should do:
Take clear photos showing:
- the outer and inner packaging
- the shipping label
- and the item(s) involved.
Get in touch with us by replying to your order confirmation email or through our contact form as soon as possible (ideally within 7 days of delivery, but not longer than 14 days).
Please include:
- your order number
- a short explanation of the issue
- the photos
After that, we will decide whether to issue a refund, a partial refund, or a replacement shipment.
We do not process complaints via Instagram. Please contact us by email.
Your satisfaction is important to us, so please don’t hesitate to contact us if something isn’t right. We’ll do our best to make it right.
What you should do:
Take clear photos showing:
- the outer and inner packaging
- the shipping label
- and the item(s) involved.
Get in touch with us by replying to your order confirmation email or through our contact form as soon as possible (ideally within 7 days of delivery, but not longer than 14 days).
Please include:
- your order number
- a short explanation of the issue
- the photos
After that, we will decide whether to issue a refund, a partial refund, or a replacement shipment.
We do not process complaints via Instagram. Please contact us by email.
Your satisfaction is important to us, so please don’t hesitate to contact us if something isn’t right. We’ll do our best to make it right.
The courier has lost my package. What should I do?
It doesn’t happen often, but sometimes courier companies lose packages. Please send me an email with your order number.
Courier companies have 30 days to locate the package. After that, if it’s still missing, we will send a replacement.
Courier companies have 30 days to locate the package. After that, if it’s still missing, we will send a replacement.
What are the payment methods on the website?
You can pay by card, Google Pay, Apple Pay and PayPal.
What are these numbers on the prints? Are they quantities?
They're reference numbers to help me quickly locate the ordered print.
I'm unsure whether the package will reach me / what the products look like.
To help you decide, we save all delivered packages to our highlights on Stories - you can view all the photos of the products that have already been delivered.
YOUR ORDERS
After receiving your package, tag our shop - we’ll be happy to reshare your post!
YOUR ORDERS
After receiving your package, tag our shop - we’ll be happy to reshare your post!
Are you the one taking the product photos on the website?
The product development, videos, and other content on the website are handled by the other half of the Kiyu Miyu team: MIYUU.