FAQs
If you need to get in touch with us, please use this page and we will get back to you within 3 business days.
Order Processing
How long does it take to process my order?
Order processing takes 3 to 5 business days within Japan.
How will I know when my order has shipped?
Once your order is dispatched, you'll receive an email with your tracking number and a link to follow your delivery. Keep an eye on tracking updates so you don't miss a delivery.
I accidentally placed a wrong order. Can I make changes?
Contact us as soon as possible and we'll do our best to update your order before it's dispatched. Once an order has shipped, we can't make changes. Please double-check your order before completing your purchase.
I entered the wrong shipping address. Can you help?
Contact us as soon as possible and we'll do our best to update your address before your order is dispatched. Once your order has been dispatched, we're unable to make any changes. Please double-check your shipping details carefully before completing your purchase.
Shipping & Rates
What are your shipping rates?
All orders ship directly from Japan with tracking. You can see the shipping rates directly after adding items to your cart.
Which carrier do you ship with?
All orders ship via Japan Post, Japan's national postal service, with tracking on every order. This is our standard and most cost-effective option.
How long does international shipping take?
These estimates are for International Airmail (Tracked) and include 3 to 5 business days of processing in Japan. As of 22 July 2026:
- United States: 12 to 15 business days
- Canada, United Kingdom, France, Germany: 9 to 12 business days
- Australia, New Zealand, Denmark, Finland, India, Indonesia, Italy, Netherlands, Spain, Sweden, Switzerland: 10 to 13 business days
- China, Hong Kong, Malaysia, Singapore, South Korea, Taiwan, Thailand, Vietnam: 8 to 10 business days
- Rest of the world: 11 to 18 business days
These are estimates only. Actual delivery can be affected by customs clearance, seasonal congestion, or carrier delays in the destination country, all of which are outside our control.
Do you offer gift wrapping?
Not yet. We don't currently offer gift wrapping or gift messages. We hope to offer full gifting services in future.
Duties, Customs & Returns
Will I have to pay customs or import fees?
- US orders: no. As of 1 July 2026, all US orders ship DDP (duties delivered prepaid), meaning we prepay all import duties on our end. Nothing is due at your door.
- Orders outside the US: possibly. Duties and import taxes are set by your local customs authority and aren't collected at checkout, so any charges on delivery are your responsibility.
What should I do if my order is lost or stuck in customs?
- Outside the US: if tracking shows no movement for an unusually long time, check for a notice from your local customs office. Because duties aren't collected at checkout, a missed or unpaid customs notice is a common cause of delays.
- Within the US: if your order has cleared customs and is held at a local USPS facility, check for a delivery attempt notice. You can also track your parcel on the USPS site using your tracking number.
What happens if my parcel isn't collected and is returned to Japan?
Please monitor your tracking and let us know if a parcel is returned, as we can't follow up on every order proactively. If a parcel comes back to us after a failed delivery, an incorrect address, or a missed collection, contact us to arrange redelivery.
A handling fee of US$15 plus shipping charges will apply. Returned items not claimed within 30 days of arriving back with us are disposed of, and we can't offer a refund or reshipment after that point.