FREQUENTLY ASKED QUESTIONS
Please check the following to find the answer to your question. If you couldn’t find a match to your question, please contact us here.
Currently there are three paths for shipping packages to you from Japan.
- Express (aka EMS) is the fastest and most reliable form of international shipping. EMS packages usually arrive in 3 to 6 days after shipment.
- Airmail (aka D-mail) is a fast yet economy shipping method with an estimate delivery time of 10 days.
- Economy (aka SAL) a variation of Airmail with lower cost but longer delivery time of up to 5 weeks.
Availability of the shipping options depends on the weight of your order. You can check or choose the shipping option on your shopping cart or checkout page.
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.
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.
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.
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.
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.
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.
Absolutely. Our checkout page is secured by SSL protocol and fully complied with international standards. All credit card purchases are processed through our Credit Card system and PayPal. No credit card information will be stored on our servers.
If you would like to pay for your order via PayPal, you don’t need to have an account with PayPal. When you click on PayPal button, you have the option of signing in to PayPal or enter your credit card details without signing in. In both case, PayPal is the party that checks and accepts your details. Once your payment is accepted by PayPal, your order is completed.
Unfortunately, at this stage we do not accept NZ dollar for payment but you can pay in AU dollar through PayPal. We are doing our best to enable New Zealand currency in our shop as soon as possible.