FAQ

Shipping and Delivery

Click to read our Delivery and Shipping Policy

Where do you ship?

We proudly ship to virtually any corner of the world, provided you have a delivery address accessible to your local courier company. The quickest way to confirm shipping availability for your location is to attempt placing an order; you'll promptly discover the delivery options for your address.

How long does dispatch take?

Regardless of the method chosen, it may take up to 7 days (usually less) for us to dispatch your order.

Will I know when my order has been shipped?

Yes, you will receive a shipping confirmation email with you tracking number (if you have one). If you haven't received this email after 7 days, please check your SPAMs first, then contact us.

How long does delivery take?

Delivery times can vary based on the shipping method and destination. For most countries, we offer three delivery methods with speeds ranging from 5 days to 3 months. Keep in mind that regardless of the method chosen, it may take up to 7 days (usually less) for us to dispatch your order. For precise delivery estimates, attempt placing an order and explore the available delivery methods for your address.

Can I track my parcel?

Certainly! If you opt for a shipping method that includes tracking, you'll receive your Japan Post tracking number via email when we dispatch your parcel. After a few days, you can use the same tracking number on your local courier company's website.

My tracking is not working?

Occasionally, parcels shipped with Economy (Express is unaffected) to Australia and Canada may experience tracking issues after leaving Japan. Although this has been a known issue for months, nothing official has been communicated yet. Rest assured that the parcels are still arriving, albeit sometimes with a slight delay.

Is my parcel insured?

Yes, your parcel is insured in the event of extended delivery delays or if the courier company officially declares it lost. However, parcels marked as delivered or those shipped without tracking won't be covered.

My parcel seems to be blocked; the tracking is not moving?

It's not uncommon for parcels to appear stationary for a few days after leaving Japan. They undergo customs inspection in your country before being handed over to your local courier delivery company. If the delay seems excessive, feel free to reach out to us.

Will I pay import fees?

Most likely, yes. We want to highlight that any website claiming otherwise when shipping from Japan is either providing misinformation or engaging in illegal practices (So we wouldn't trust them with our money, especially not to buy authentic goods). Import fees vary by country, so it's advisable to check with your local customs or at least conduct a quick Google search for more information.

I made a mistake in my address; can I change it?

Absolutely! Contact us as soon as possible from the email address used to place your order. While we'll do our best to amend it before shipping, if your parcel has already shipped, it is your responsibility. However, in most cases, the parcel will either be held at the post office for pickup or returned to us. So, nothing too bad.

Order

When will I be charged?

You will be charged immediately upon placing your order.

Will I get a confirmation?

Yes, you will receive an order confirmation email, with all your order details, within 2 minutes after your payment. If not, please check your SPAMs first, then contact us.

Can I cancel an order?

Cancellation is possible, but only if we read your request before the order has been shipped. Contact us via email, and if we can intercept the order before shipping, we'll assist with the cancellation. Please, to avoid potential issues, consider your decision of buying carefully, as cancellations are not guaranteed.

Pre-order

When will I be charged?

You will be charged when the pre-ordered item arrives in our warehouse.

Will I get a confirmation?

Yes, you will receive an order confirmation email from us AND a pre-order confirmation email from our partner who handles payments for pre-orders, Purple Dot, within 2 minutes after your payment. If not, please check your SPAMs first, then contact us.

Can I cancel a pre-order?

Certainly! You can cancel a pre-order for free at any time before we notify you that it's ready to ship. Utilize the self-portal link provided via email after placing your pre-order to cancel by yourself without even contacting us.

Can I order pre-order and regular items at the same time?

Yes, you can, but keep in mind that all items will be shipped together in one parcel, once ALL items are ready to ship. So consider the pre-order item's expected shipping date when placing combined orders.

Return and Refund

Click to read our Return and Refund Policy

Can I return an item/order?

Yes, you can, but if you're outside Japan, it will be at your own expense and responsibility until the parcel reaches us. Original shipping fees won't be refunded. While we do accept returns, we often advise international customers to attempt reselling by themselves directly, as returning items may not be cost-effective.

In case of a refund, how does it work?

Refunds are straightforward. If a refund is necessary, you will receive the refunded amount through the payment method used for your order within a few days.