Help Center

Frequently Asked Questions

Products

Can I get more information on a product?

We try to give you as much useful information as we can about all our products on our website, including:

  • A detailed description that includes information about where the item is made and wherever possible what materials or ingredients the product is made from.
  • Detailed instructions on how to use the product.
  • Information about the brand.
  • Clear pricing.
  • Lots of images.

However, if you still have questions before purchasing or after receiving the product, please contact us and we'll be happy to help.

Are all products made in Japan?

Currently all the brands we carry on our website are Japanese and most of the products are made in Japan. In a few cases the products are manufactured in other countries, but always designed in Japan.

By carefully curating our brand and product range we can offer high-quality products sourced locally and sustainably.

Orders

Can I cancel or change an order?

Unfortunately it is not possible to cancel, add or change anything in your order, including changing payment methods or shipping information of any kind. This is because we reserve your items and start processing your order shortly after you place it.

However, if you have made a mistake or accidentally placed a duplicate order there is a 1-hour window where you can request to cancel your order. If the order has already been shipped or 60-minutes have passed, you'll need to follow our returns process.

What is your returns policy?

If you are not satisfied with your purchase, you can return your item(s) with some conditions and exceptions. Please see our returns policy for more details.

Payments

What payment methods are available?

You can use any of the payment types listed below to pay for your order:

Visa, Mastercard, American Express, JCB, Apple Pay, PayPal & Gift Card

Delivery

Which countries do you ship to internationally?

We ship worldwide from our fulfillment center in Japan except to the countries and territories below:

Afghanistan, Albania, Algeria, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Bahamas, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brazil, Brunei, Burkina Faso, Burundi, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Comoros, Congo, Cook Islands, Costa Rica, Croatia, Curaçao, Cyprus, Côte d’Ivoire, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Ghana, Gibraltar, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Iraq, Ireland, Isle of Man, Italy, Jamaica, Jersey, Kazakhstan, Kenya, Kiribati, Kosovo, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mexico, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, North Macedonia, Pakistan, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Portugal, Réunion, Russia, Rwanda, Samoa, São Tomé & Príncipe, Senegal, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Sudan, Spain, Sri Lanka, Sudan, Suriname, Svalbard & Jan Mayen, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Trinidad & Tobago, Tunisia, Turkmenistan, Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Western Sahara, Yemen, Zambia, Zimbabwe, Overseas Territories.

What delivery methods are available?

We currently offer three shipping speeds for most of the countries. Please see our deliveries page for more details.

How much does it cost?

Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

For most of the countries a flat rate shipping fee is offered so the more you buy the less you pay.

Do you offer free shipping?

If you spend over a certain amount, you may be eligible for free shipping. Free shipping will be calculated automatically at the checkout page.

International orders and customs fees

When goods are imported into a different country, there may be extra charges called customs and import duties that apply. We have no control over these charges, and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. For more information, please check with your country’s customs office to determine what these additional costs might be.

Please note that if a customs duty is payable to your territory, you'll be responsible for paying it to the authorities. If customs clearance procedures are required, it can cause delays beyond the original delivery estimates.

What if I don't pay the customs duty?

If, for whatever reason, you refuse the customs fee and the parcel is returned to us, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for current charges before you order, so you are not surprised by unexpected costs.

Need More Help?

Call us at +(81) 06-6423-9203 or contact us on this page. We'll be happy to assist you.

Need more help? Why not call us

+(81) 06-6423-9203