SHIPPING

Our office in Japan is in charge of sourcing and sending products from Japan. We offer different shipping options which will appear on your checkout page depending on the weight and types of items you order (more below).

AVAILABLE OPTIONS

Generally there are three paths for shipping packages to you from Japan. Most of them include tracking services.

• EMS (or Express) is the fastest and most reliable form of international shipping. EMS packages usually arrive in 1 to 2 weeks after shipment.
• AIR is a fast yet economy shipping method with an estimated delivery time of 2 to 3 weeks. ePacket is a type of AIR shipping method within a 2kg limit. That means if your order is over 2kg, we will pack them into multiple 2kg boxes. We will send all boxes at the same time but there is a chance that you receive them in separate days.
• SAL is economy shipping method with an estimated delivery time of 3 to 4 weeks. ePacket Light is a type of SAL shipping method within a 2kg limit. That means if your order is over 2kg, we will pack them into multiple 2kg boxes. We will send all boxes at the same time but there is a chance that you receive them in separate days.

Availability of the shipping options depends on destination and the weight of your order. You can check costs and choose shipping options on your shopping cart.

FREE SHIPPING OFFER

We offer free shipping for particular orders or upon coupon codes. The free shipping offer is not applicable on some items if they appear on your order; for example, the items that we consider as “heavy items”. Also, the total weight of the items in the order must not be over 2kg for the free shipping. The system will automatically check for your items and displays or removes the Free Shipping option during checkout process. The orders with free shipping will be shipped using the Economy shipping method.

FREE SAMPLES

We include sample products into your order for free depending on the value or weight of your order. Please bear in mind that the free samples are complementary but they incur some extra weight to your total order. We do our best not to modify your order shipping cost by adding sample products that do not escalate the total weight into the next bracket. This is doable due to the fact that shipping fees by Japan Post are bracket-based. For example, the same shipping fee applies to a parcel that weighs anything between 500g and 600g in EMS method.

ORDER PROCESSING

We will ship your order as soon as humanly possible! If products you ordered are in stock, it will take us 3 to 5 business days to ship them. If your ordered product is out of stock, we will email you asap to let you know how long it will take us to ship your whole parcel.

After your order has been received, every item will undergo strict quality control in order to ensure the product’s quality. Please note that different items are subject to different processing times. Generally, the average processing time is 1-3 business days (approximately); however, this depends on the stock availability.

TOTAL DELIVERY TIME = PROCESSING TIME + SHIPPING TIME.

ADDRESS CHANGE

If your addressed has been changed, please contact us immediately. Once the parcel is shipped from Japan, we are not able to assist in rerouting. You may try contacting your local post office and request your package to be rerouted.

DELIVERY FAILURE

If a parcel is returned to our office in Japan for a reason arising from a client (e.g. an incorrect address), we will resend the parcel to the correct address but the client needs to pay for a full shipping fee even if an order was eligible for free shipping. The client will be contacted as soon as the parcel is received.

RETURN & REFUND

Our Quality Assurance Policy is very strict and we would never send a damaged product to you. However, we understand sometimes items could get damaged during international transportation. If your item is damaged at the time of receiving your parcel, please let us know asap and we will submit a damage report to Japan Post, who will launch an official investigation into why, how and by whom your item was damaged.

CLAIM PROCESS

Please contact us within 7 days of your package arrival. To process your claim, first we will ask you to provide photos or a video of the damaged product, which we might submit to Japan Post along with an official damage report.

Second, you’ll need to submit a damage report to your post office in your local area (please bring your ID such as a driving license).

Once two damage reports are received by Japan Post, they will investigate and inform the sender the result of their investigation. When a compensation payout is received at our store, a replacement will be dispatched to your address. Please note that the replacement cannot be sent to a different person or address.

CANCELLED ORDER

If you choose to cancel your order before it’s processed or shipped, you can request for a refund or store credit. However, we can only refund you the amount after all third-party fees are deducted. The amount is different depending on the total order amount and your payment gateway but it’s generally 3% to 5% of your order. We can refund you in full in the form of store credit, which you can use to purchase from us later.

DELAYED DELIVERY

Refund due to prolonged shipment is not an option. All shipping estimates are provided in accordance with Japan Post and in most cases shipping is shorter than the estimates. However, neither Japan Post nor us can guarantee that international parcels definitely arrive within the estimated time.

The estimated delivery time means the fastest possible delivery time indicated by Japan Post in the case of no delay by the customs or local post office in the destination country. Please note that the delivery time depends largely on the speed of processing by the customs in your country and the speed of delivery by your local post office.

UNAVAILABLE PRODUCTS

We continuously monitor market for any product updates and/or discontinuity. In case a product is ordered that we are not able to provide (for reasons such as discontinuity by manufacturer, temporarily not available in the market, etc.), we will contact you and suggest a similar product for you to replace. If you choose not to replace the product with an available one, we will provide you with a coupon code valued at the total amount you had paid for unavailable product(s). You will be able to use the coupon code in single or multiple orders until the amount is all used. There will be an expiry date for the coupon code until 31 March next year.