FAQ
When will my order ship? / PROCESSING TIME: Processing time is 5-15 business days with most orders shipping out in about 5-10 business days, especially smaller orders or orders containing designs not often purchased. We appreciate your patience. Since we have to pour so many a week and there is a process to getting them ready to ship + so many other aspects of our business we also work on and having families, we try to be as realistic as humanly possible and do not want to mess up our tedious processes or take time away from our family to meet quicker shipping dates. All in all, good molds take time and if we had more hands we would fill all these orders even faster! We are constantly pouring and designing making sure we keep our kawaii business alive.
Do you take custom mold orders?: We do not, but we are open to suggestions on our Instagram @kawaiitomodachii! We work on themes for weeks and sometimes months ahead of time so sometimes suggestions fall in line with what we are already doing. Our laser cutters are already busy making files upon files we have lined up and specifically buy enough materials for the collections we plan. For this reason we cannot take on any custom mold requests, but that may change.
My resin ruined someone else's or your mold, why?: This has currently only happened once, but if you have issues please reach out to emmi@kawaiimolds or contact us on @kawaiitomodachii on Instagram for the quickest response! Resin is very tricky sometimes and this is mostly due to mal-mixing or not using the correct resin for casting into deep molds or applying heat to resin while it's in a mold. DISCLAIMER: Use your preferential resin brand at your own risk. Some resin brands have been known in the artist community to cause more user error issues with silicones than others. We personally do not recommend using Art Resin in our molds, but as we said, use your preferential resin at your own risk. Just because a resin is giving you fabulous results in your bezels, doesn’t mean it is the best choice for your molds. There is no one size fits all resin. Every resin has its pros and cons which should be considered when choosing a resin. We are not responsible for molds that damage or get lost/stolen for any reason after they have been shipped or used. Visit our privacy policy for more info.
Can I pick my mold color?: Sorry, but you can not, unless you need them to be clear/light enough for UV resin use (see next question.) Due to high order volume and pouring so many at once we pick which colors get poured each session. Often times we repeat color combinations and sometimes it's just our favorite color that day, so you may see some really neat differently colored molds in your order!
Can you make molds clear/light enough for UV resin?: Yes! Visit menu Shop By Collection > UV Resin Molds. Add the free "UV Resin Molds" item to your cart. This is not a physical item. It simply lets me know to not color your molds or to use very light colors so that UV light still peaks through. The reason you can choose to have clear molds but not choose what colors they would be if it were to be a regular order is because we pour different colors all the time and the silicone is already translucent, so if there was a UV mold order being poured during a session it would get poured before the colors and/or glitter is added or before the opaque additive is added.
LOST/STOLEN/STUCK MAIL: Sometimes packages get lost in the mail. This is an unfortunate occurrence and does not qualify for a refund unless your package was sent priority mail, which in this instance you qualify for up to $100 of your order coverage only. We are not the mail, but wish we could control it for you when these types of things happen! Sometimes packages get stuck in facilities or stolen and sadly there is nothing we can do. You need to open a case with USPS. The link and instructions to do that is here: https://www.usps.com/help/missing-mail.htm
PACKAGE INSURANCE: If your lost package was sent priority mail, it was automatically covered by package insurance up to $100 and you should contact us immediately so we can send USPS the insurance information for you. The outcome of the situation depends entirely on USPS. Not all packages will be replaced or are replaceable. With package insurance you qualify for a refund only if USPS classifies the package eligible for the insurance coverage payment. You may need to open a case with USPS yourself, the link to do that is here: https://www.usps.com/help/missing-mail.htm
My package was damaged in the mail, what do I do?: This currently has never happened to us before, but by chance your items get damaged in the mail please just shoot us an email at emmi@kawaiimolds.com or Instagram @kawaiitomodachii a message with the pictures for the quickest response! Kawaii Molds is not responsible for damaged mail during shipping and does not replace damaged mail. If your package was sent via priority mail, open a case with USPS and let us know when it is marked eligible for refund (up to $100). The link and instructions to do that is here: https://www.usps.com/help/missing-mail.htm Once they have given us the insurance funds for your package, your refund will be processed. This can take quite some time due to COVID-19 and for that we deeply apologize, but it's the only way package insurance is covered.
Is my mold damaged?: Since we process so many molds in a week it is not unheard of that once in a rare blue moon a customer gets a B-grade by accident instead of the mold the way it should be. Lines/ridges/scratches do not qualify as “damage” as handmade molds produce pieces that are meant to be glazed or domed and all lines/ridges/scratches from 3D prints and laser cutters disappear after the glazing/doming process you are meant to do after demolding. However, if your mold is very noticeably un-level or damaged please contact us at emmi@kawaiimolds.com or on our Instagram @kawaiitomodachii with photos for the quickest response! We typically have the fastest response times on Instagram and Etsy and try to help solve the issue in a positive manner. Situations like these typically involve you exchanging the mold while we cover shipping. USPS does pick up packages for free if you cannot make it to the post office. If you need the label mailed to you and cannot print one, just let us know!
The wrong mold was sent to me, what can I do?: Contact me immediately at emmi@kawaiimolds.com or on our Instagram @kawaiitomodachii (for the quickest response) with a photo of the wrong mold, your name or order number and she will help you get the right mold! Shipping to or from in these cases is always on us!
Can I combine my orders?: We can combine orders made from the same shop but not if you purchased from both Etsy & Shopify. Though shipping *should be* cheaper here on the website most of the time, combining orders just is not possible with the shipping platform we use here and in special cases orders cannot be combined. Make sure you get all items you would like to order in your cart before purchasing.
What is the best way to care for/store my molds?: The best way to care for your silicone mold is to keep it enclosed in packaging or keeping transparency film or plastic between molds. A plastic bag, saran wrap, wax paper sheets, etc. and not touching other molds. If you find dust and debris on your mold it is easily cleaned by packaging or scotch tape. Rubbing alcohol is safe to use on your silicone mold. Be careful not to scratch or damage your mold while cleaning it as the platinum cure silicone is sensitive to indentions because it is formulated to adhere to details. Our Handmade Silicone Molds should be stored in a cool/dry environment on a level surface or neatly in drawers. You are welcome to store them in drawers with other molds, but we urge you to make sure the mold is in protective packaging, especially if it's next to other molds not from us made with different silicone. We cannot account for what might happen when in a drawer with other silicones that may react differently to your environment or home temperature. Protective packaging is the best way to store any silicone mold, not just ours! Happy pouring! :)
What type of silicone do you use?: Platinum Cure Translucent 20A or 30A Hardness. We buy premium platinum silicone in bulk to ensure the best quality possible.