FAQ
Frequently Asked Questions (FAQ)
International Shipping, Customs, and Duties
Q: Do you ship to addresses within Japan?
A: No, we currently do not ship to addresses within Japan. We specialize exclusively in international shipping to serve our global customers.
Q: Will I be charged customs duties or import taxes on my order?
A: Yes, possibly. Orders shipped internationally may be subject to customs duties, import taxes, and/or fees levied by the destination country (or region). These charges are typically due once the package reaches the destination country.
Q: How are the customs duties and import taxes determined?
A: The amount of customs duty and import tax varies widely depending on:
The destination country or region's regulations and tariff rates.
The type and value of the goods being shipped (often classified using Harmonized System, or HS, codes).
The "de minimis" value (the minimum order value under which no duties/taxes are charged) set by the destination country.
Q: Who is responsible for paying customs duties and import taxes?
A: The customer (recipient) is responsible for paying all customs duties, import taxes, and any associated fees levied by the destination country's customs authority. These charges are not included in the item price or shipping cost displayed at checkout. We ship all international orders on a DAP (Delivered At Place) or DDU (Delivered Duty Unpaid) basis, unless otherwise stated.
Q: Will the customs duties and import taxes be refunded if I return my order?
A: Customs duties and import taxes are generally non-refundable. If you return an item, you may be able to contact your local customs office to inquire about a refund of the duties and taxes paid upon delivery. However, we cannot process these refunds or guarantee that you will receive them.
Q: What happens if I refuse to pay the customs duties and the package is returned?
A: If a customer refuses to pay the customs duties or taxes and the package is returned to us, any associated return shipping costs and administrative fees incurred will be deducted from your merchandise refund. The original shipping cost is non-refundable.
1. Ordering & Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Shop Pay, Apple Pay, and Google Pay. All payments are processed securely.
Q: Can I change or cancel my order after placing it?
A: We strive to process and ship orders as quickly as possible. Therefore, changes or cancellations are only possible if your order has not yet been processed for shipping. Please contact us immediately at [Your Email Address/Contact Link] with your order number. We cannot guarantee changes once the order is submitted.
2. Shipping & Delivery
Q: Which carriers do you use for shipping?
A: For reliable and fast international service, we use DHL and FedEx exclusively. We do not use postal services.
Q: How long will it take for my order to arrive?
A: Delivery times vary based on your location and the shipping method selected at checkout. Standard processing time is typically 1-3 business days. Due to our use of expedited carriers (DHL/FedEx), estimated shipping times are often quicker:
International (Standard Expedited): 3-7 business days to most major destinations.
You can see the most accurate estimate during the checkout process.
Q: How can I track my order?
A: Once your order has shipped, you will receive a shipping confirmation email that includes a tracking number and a link to the carrier's website (DHL or FedEx). Please allow 24-48 hours for the tracking information to update after you receive the email.
Q: What if my package is lost or stolen?
A: If the tracking information shows that your package was delivered but you haven't received it, please check with your neighbors. If you still cannot locate it, please contact us at [Your Email Address/Contact Link]. We are not responsible for lost or stolen packages once marked as "Delivered" by the carrier, but we will do our best to assist you in filing a claim.
3. Returns & Exchanges
Q: What is your return policy?
A: We accept returns of unused and undamaged items within 30 days of the original purchase date. Items must be returned in their original packaging. Please see our full [Return Policy Link] for more details.
Q: How do I initiate a return or exchange?
A: To start a return or exchange, please visit our dedicated Return Portal at [Link to your Return Portal] or contact us at [Your Email Address/Contact Link] with your order number and the reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and instructions.
Q: When will I receive my refund?
A: Once your return is received and inspected, we will send you an email notification. Refunds are typically processed within 5-10 business days of receiving the returned items and will be credited back to your original payment method.
4. Product Information
Q: How do I care for my product?
A: Care instructions vary by product. Please refer to the specific product page on our website for detailed care information. Generally, we recommend [e.g., hand washing in cold water or avoiding harsh chemicals].
Q: Are your products ethically sourced/sustainable?
A: We are committed to ethical and sustainable practices."We partner only with suppliers who adhere to fair labor standards and use recycled/organic materials wherever possible.". More detailed information can be found on our About Us Link page.