Shipping & Order Information
Shipping Methods & Delivery Times
Express — DHL Express / FedEx / UPS: 2–5 Business Days
Best Value — Japan Post EMS: 5–21 Business Days
Economy — Japan Post International Air Packet: 7–45 Business Days
All options include tracking. For full details on rates, please see our Shipping Policy.
Q: Can I combine multiple orders into one shipment?
A: Yes. We accept combined shipping for all orders placed within 7 days of your first order. Please contact us before your second order is shipped.
Q: How long is the handling time before shipping?
A: We typically need 1–4 business days to prepare your order. If an item needs to be sourced from a maker or wholesaler, please allow 5–7 business days or more.
Q: What information do you need to ship my order?
A: We require a valid phone number for all international shipments. Some countries also require a tax code or other additional information. If we do not receive the required information within 7 days, we may need to cancel your order.
Q: I am a customer in Italy or Brazil. Is there anything extra I need to provide?
A: Yes. Please provide your Tax Code — Codice Fiscale (Italy) or CPF (Brazil) — as it is required to complete shipping documents.
Q: What if the shipping cost changes after payment?
A: In rare cases, the actual shipping cost may differ from the amount collected at checkout. If higher, we will send an invoice for the difference. If lower, we will refund the excess.
Q: Can you arrange special shipping for my order?
A: We are happy to accommodate requests where possible. Please complete your order and payment first, then contact us. We will adjust and issue a refund or additional invoice for any difference.
Import Duties & Taxes
Q: Who is responsible for import duties and taxes?
A: Import duties, VAT, taxes, customs fees, and other import charges are the responsibility of the customer. These are not included in the item price or shipping charge. Please check with your country's customs office before ordering if you are unsure of the applicable charges.
Q: What happens if my order is refused or returned by customs?
A: If delivery is refused or returned by customs, the actual cost of shipping will be deducted from your refund. If we are also required to pay import taxes or other charges, those will be deducted as well.
Example: Order total ¥10,000 / Return shipping ¥2,000 / Import tax ¥2,000 → Refund ¥6,000.
Cancellations & Refunds
Q: Can I cancel my order?
A: We can only cancel orders that have not yet shipped. A payment processing fee of 3.4% of the order total will be deducted from your refund to cover the non-refundable transaction cost charged by our payment provider.
Example: Order total ¥10,000 / Processing fee ¥340 (3.4%) → Refund ¥9,660.
Q: What if my order is returned after shipping?
A: If an order is returned after shipment, the actual shipping cost will be deducted from your refund.
Example: Order total ¥10,000 / Shipping cost ¥2,000 → Refund ¥8,000.