FAQs - Shipping & Delivery

Accordion

• Where can I have my order delivered?

  Here you can browse a list of the countries and regions served by each of our websites.

• What are your delivery times and charges?

  We offer complimentary standard delivery on all orders of ¥18,700 or more.
  For orders below this amount, the shipping cost is ¥770 (including tax).
  Our warehouse needs 1 to 3 working days to process orders if no delivery date is specified. Delay may occur in highly sensitive seasons (such as during the Christmas period: we suggest placing your orders in advance).
  We only deliver within Japan and do not offer international shipping.

• Do you offer an express shipping service?

  Currently, we do not offer express shipping. 

• How is my order packaged?

  Your order will be shipped in a protective box. Your products will be carefully placed in the box, properly protected. During the checkout, you can also purchase gifting options for your order.
  Our gift box has a cost of ¥990(including tax).

• Does my order need to be signed for during delivery?

  All parcels must be signed on delivery.  

• What happens if I am not at home when the delivery is made?

  If you are not at home when the delivery is attempted, you will receive a notification in your mailbox. The carrier will offer the option to reschedule the delivery.

• Where do you ship my order from?

  All our orders are shipped from Japan. Your packages will be delivered in 1-3 business days.

• It seems that my order has been delivered but I have not received my parcel. What should I do?

  If the tracking of your package indicates that you order has been delivered, but you have not yet received it, please contact our Client Service.

• There is an item missing from my parcel. What can I do about it?

  If a product is missing from your package, we invite you to contact our Client Service and indicate your order number. A team member will then be happy to assist you with your query. Please include photos from your package in your email, in order to make the process faster and find the best solution for you.

• I had the wrong item delivered to me. What can I do about it?

  We invite you to contact our Client Service team with your order number. Our team members will be happy to assist you with your query. Please include photos from your package in your email, in order to make the process faster and find the best solution for you.

• What should I do if my product is faulty, broken or damaged?

  If you notice that one of your products has a defect or is damaged, we invite you to contact our Client Service team with your order number. Our team members will be happy to assist you with your query. Please include photos from your package in your email, in order to make the process faster and find the best solution for you.

• Which countries do you ship to from this website?

  Please browse the countries to which we ship to at this link.