PAYMENT, SHIPPING & RETURNS
**Please note, due to the ongoing impact of COVID-19 some countries are currently not accepting delivery using the Japan Post EMS service – our standard delivery service. Our system has been updated to reflect this at time of order. When placing an order from a country currently not accepting delivery by EMS, you should see a notice and recalculation of your shipping cost to use the Yamato service. Unfortunately, this service is more expensive than EMS. As soon as affected countries accept delivery by EMS again we will update our system. This is outside of our control and we hope it won’t last long! We apologize for any inconvenience.**
What payment methods do you accept?
We accept credit card payment by Japanese and international credit cards including Visa, MasterCard, JCB, American Express and Diners Club. Please note that any surcharges applied to use of a credit card must be paid by the customer. We can also accept payment by PayPal. Please contact us directly should you wish to pay through the PayPal system.
Are any charges applied on top of the sales price?
All prices listed on our webshop are the total amount you will be charged by us. Please note that international deliveries may incur local duties upon arrival in your country. Such costs are outside of our control and must be paid by the customer.
What happens once I place an order online?
Once you place your order, your card will be charged and you will receive a confirmation email from us. Within 2-3 business days, you should receive a second email confirming that your order has been shipped and providing you with a tracking number – see below for further details.
If we cannot fill your order immediately, we will contact you to let you know and provide a time frame for delivery. At that stage, if you prefer to cancel your order that is totally fine.
Can I cancel or change my order after I have made it?
As long as you let us know prior to the order being shipped, no problem at all! Just make sure to get in touch as quickly as possible. Please note, credit card surcharges would still apply in this circumstance and your refund would be minus that charge.
Do you ship internationally?
Yes. When entering your overseas address upon checkout and purchase of your chosen items, the system will automatically calculate the delivery cost. That cost will be displayed on your order, for approval before your purchase.
For all deliveries – both in Japan and internationally – we use the Japan Post EMS service. Delivery is charged at the standard rates and delivery times depend on where you are located.
For further information and estimates of cost and delivery time to your region, please refer to Japan Post’s EMS webpage.
Do you ship to all countries?
The answer is yes however, due to the ongoing impact of COVID-19 some countries are currently not accepting delivery from Japan using the EMS service – our standard delivery service. Our system has been updated to reflect this at time of order. When placing an order from a country currently not accepting delivery by EMS, you should see a notice and recalculation of your shipping cost to use the Yamato service. Unfortunately, this service is more expensive than EMS. As soon as affected countries accept delivery by EMS again we will update our system.
Please also note that the list of affected countries is often changing. We try our hardest to keep our system up-to-date but it might occur that after placing your order, we may learn that you are in a country affected by the delivery ban. In such cases, we would need to contact you to request additional payment for use of another service. This is outside of our control and we hope it won’t last long! We apologize for any inconvenience.
I need my order ASAP, can you arrange express shipping?
Upon request, it may be possible to arrange express shipping. Please contact us by email first so that we can confirm whether we can accommodate your request and if so, allow us to notify you of the price and process your order.
Please note, during peak periods we may not be able to arrange express shipping but don’t hesitate to get in touch and ask!
How long will my order take to arrive?
If your item is in stock, orders are usually processed and dispatched within 2-3 business days. There may be delays during busier times. Estimating the delivery time to different regions of the world is tricky…
At the moment, deliveries times within Japan are operating much as usual but we are aware that postal services in other countries, including in the United States, Europe and Australia, are operating very slowly due to the impact of COVID-19.
While it is likely your order will have been dispatched from Japan within a week of being placed, we cannot guarantee delivery times overseas.
How can I track my order?
Once your order has been shipped, we will send you an email advising you including a tracking number with which you can check its delivery status.
What do I do if my order arrives damaged?
We sincerely hope that this doesn’t occur! We take care in packing and sending your items so in almost all cases, they should arrive in good condition. Should you receive your order with damage, please contact us immediately and retain all original, damaged packing materials, etc. We will get back to you asap to discuss what can be done.
Please note, that some countries conduct random inspections as they are process through customs. Such inspections might involve opening the package. If this occurs, customs should record this action on the package before sending it on to you. If customs opens and damages your goods, you will need to contact them to seek reimbursement.
What if my order doesn’t arrive?
We take a lot of care packaging your order and using a reliable postal service so hopefully this never happens. The Japan Post EMS service is very reputable however once a package has left the country, it is effectively in the hands of the destination country.
At this time, post leaving Japan is operating as per normal however given the delay in many countries due to the ongoing impact of COVID-19, please allow a generous time for delivery.
If your order goes missing, we will provide as much assistance as possible including following-up with Japan Post. Should they cover that the package left Japan without incident, we would need to direct you to contact the postal service in your home country.
What is your return/exchange policy?
If you receive an item that appears that does not match your order i.e. is a different color, size or item to the one your ordered, we will arrange for return and exchange of the item. In such cases, we will cover shipping costs. Please ensure you do not cut tags of items or alter it any way as such actions would prevent us from accepting a return.
We cannot accept return of items that have been used, worn, altered, damaged, or you don’t like. When purchasing clothing, please check the size and measurements of the garment carefully prior to purchase. Japanese sizes are different to those overseas so please ensure you read the measurements of the garment.
If your purchased clothing doesn’t fit, it may be possible to arrange an exchange however you would be required to pay all additional shipping costs in both directions.
Where can I read your terms and conditions?
Our full terms and conditions are listed at the bottom of website or can be found through the following ‘Terms & Conditions’ page. The FAQs listed above reflect the information and agreements under our terms and conditions. Should there be any discrepancy between the two, the terms and conditions take precedence over information provided on this page.
We hope the information above answers your questions however if we’ve missed something you need to know, or have a question about our range and placing an order, feel free to contact us at: firstname.lastname@example.org.