FAQs

We accept credit cards (Visa, Mastercard and American Express), PayPal, Google Pay, and Apple Pay. We also accept payment in any of the following currencies, which you can choose using the currency selector in the top right:

• Australian Dollars
• Canadian Dollars
• Danish Krone
• Euro
• British Pound
• Hong Kong Dollars
• Japanese Yen
• New Zealand Dollars
• Swedish Krona
• Singapore Dollars
• U.S. Dollars

Yes, we accept Visa, Mastercard and American Express.

Yes you can! Using the currency selector in the top right, you can choose from any of the following currencies:

• Australian Dollars

• Canadian Dollars

• Danish Krone

• Euro

• British Pound

• Hong Kong Dollars

• Japanese Yen

• New Zealand Dollars

• Swedish Krona

• Singapore Dollars

• U.S. Dollars

When you order ships you will receive a confirmation email. Click ‘View Your Order’ and you will see a clickable tracking number on your order information page. You can track your shipment from there, or by entering your tracking number here.

We do not charge sales tax for international shipments. However, shipments from Japan may be subject to additional taxes and handling fees imposed by the customs authorities and mail carrier of your country and region. Such costs are the responsibility of the customer. Find out more in Taxes & Customs.

Shipments to customers within Japan include consumption tax.

When you click ‘Check Out’ from the shopping cart, you’ll see a space to enter the discount code, before you enter any shipping or payment information. If you enter a valid code and click ‘Apply’, the discount will be applied automatically.

If you sign up for our newsletter you will receive a discount code for 5% off your next purchase. Sign up by entering your email address in the Sign and Save section in the bottom right of the store website.

If you contact us immediately, we can make changes if your order has not yet shipped. Unfortunately we cannot make any changes after an order has already shipped. 

We do not include prices within the information in your package (your receipt will be sent by email). We do, however, have to declare the shipment value on the customs form.

It may take a few minutes for your confirmation email to arrive. If it has not arrived, please check your spam folder. If you still haven’t received a confirmation email, please contact us.

When you order ships you will receive a confirmation email. Click ‘View Your Order’ and you will see a clickable tracking number on your order information page. You can track your shipment from there, or by entering your tracking number here.

You can also track your order on your local post authority tracking site using the same tracking number.

Yes! We ship to every country! 

Of course! You will receive your shipment within 1-2 days on the island of Honshu (the main island including Tokyo, Osaka and Kyoto), or 2-3 days for the rest of Japan. It may take an additional day if you order on a weekend or if you are located in Okinawa or the outlying islands.

If you're staying in a hotel in Japan, please include the reservation name and room number, otherwise your hotel may refuse to accept your package. 

All shipments are sent from Tokyo, Japan.

Your shipment will be sent the same or next business day, after we receive your order,  unless the item you have ordered is marked Direct from Designer.

Items marked Direct from Designer must first be sent to us from the designer's studio, which will take an additional 1-4 working days before your order is sent. All Direct from Designer items are eligible for free shipping!

It depends on where you are in the world and which shipping method you chose.

In general Fedex Priority takes about 2-5 working days, while Standard shipping usually takes from 7-14 working days. Find out more in Shipping.

If your order is over $99, standard shipping is free (see Free Shipping)!

You can see the estimated cost of shipping (including Fedex Priority, Registered Airmail, or Free shipping if applicable) in the shopping cart. The final shipping total will be displayed before you enter your payment details.

Fedex Priority is the fasted shipping method. It usually takes between 2-5 working days. Find out more in Shipping.

Yes! Any orders over $99 are eligible for free standard shipping (see Free Shipping). Please bear in mind that postal services from Japan have been temporarily suspended to many places. Please see the latest updates here.

Shipments from Japan may be subject to additional taxes and handling fees imposed by the customs authorities and mail carrier of your country and region. Such costs are the responsibility of the customer. Find out more in Taxes & Customs.

‘Retention’ means that your shipment is at a local post office waiting for you to collect it (usually because you weren’t at home when the shipment arrived). Please check your mail for notification.

When your shipment arrives in your country it is handled by your national carrier, so unfortunately we cannot control the exact date or time of delivery.

Unfortunately the carriers that we use do not accept delivery to a PO Box.

If you contact us immediately, we can change the delivery address if your order has not yet shipped. Unfortunately the carriers we use do not allow address changes after an order has already shipped. 

Unfortunately we can’t declare a shipment as a gift or at a lower value, as it may result in customs refusing to allow delivery to you.

Yes, we can resend your parcel if your local post office sends it back to us. Please understand that you are responsible for tracking your shipment. If your shipment is returned to us because it was held for collection at your local post office and you did not collect it within the notified period, we will have to charge you again for shipping to resend your parcel.

Yes, we are fully open and shipping as usual.

Yes, we can deliver to all countries via Fedex Priority, which normally takes 2-5 working days.

At this time, Fedex Priority is the most reliable choice to make sure you receive your order safely and quickly.

We are doing our best to deliver exceptional experiences to you, which is why we are covering most of the shipping costs. You will also receive a handmade tenugui towel as a free gift with every purchase.

Airmail and EMS services to most countries have been temporarily suspended by Japan Post. If you still want your order to be shipped by registered airmail, please select Registered Air Mail at checkout, and we will hold your order until the postal restrictions are lifted.

We will also include a handmade tenugui towel as a free gift to thank you for your patience.

We are observing the most stringent hygiene and safety standards. You should also know that the coronavirus does not survive on surfaces long enough to be transported on goods, so your order is safe. You can find more information on this matter from reputable sources such as Harvard Medical School.

We do not charge sales tax for international shipments. However, shipments from Japan may be subject to additional taxes and handling fees imposed by the customs authorities and mail carrier of your country and region. Such costs are the responsibility of the customer. Find out more in Taxes & Customs.

Shipments to customers within Japan include consumption tax.

Shipments from Japan may be subject to additional taxes and handling fees imposed by the customs authorities and mail carrier of your country and region. Such costs are the responsibility of the customer. Find out more in Taxes & Customs.

Taxes or customs duties vary by country and region, so unfortunately we cannot estimate these in advance. Find out more in Taxes & Customs.

Yes! If you would like to return or exchange your order for whatever reason, we're here to help! We offer no hassle returns or exchanges within 30 days of receiving your order. You can return your product for a different product, or a refund to the original payment method.

Please note the following exceptions to our returns and exchange policy:

- Items must be returned unused and folded in the original packaging

- Discounted items are not eligible for free returns

- Shipping costs are not refundable

- Items marked Direct from Designer, for which the refund period is 7 days instead of 30.

Find out more in Returns & Refunds.

1)   Please contact us within 30 days of receipt (or 7 days in the case of Direct from Designer items).

2)   We will confirm the shipping address for you to send the item.

3)   Please return the item folded in its original plastic bag (don’t worry about the paper wrapping) and send to the address that we provide, noting on the customs form ‘Returned Item’. Please note that you must bear the shipping costs.

4)   Once we receive the returned item and have confirmed its condition as unused and undamaged, we will issue a refund not including shipping costs or duties.

We offer a full refund of the product, not including the original shipping costs.  You must bear the cost of return shipping.

If you received the original order damaged, then we will also cover both the initial and the return shipping costs.

Very occasionally items may be damaged in transport. In the unlikely event that you item arrives in a damaged condition:

1)   We ask that you contact us within 48 hours of receipt. This enables us to make a claim with the shipping company.

2)   Please keep hold of the damaged item and provide some photos of the damage.

3)   We will issue you with a full refund or replacement, including shipping costs.

You can receive a full refund for your order if you return it to us unused within 30 days. We're not able to cancel your order after it has already shipped, as the carrier cannot return it to us.  If you want to cancel, please contact us immediately, and if your order has not yet shipped we will cancel it and refund you.

If your order has already shipped and you still want to cancel it, then contact us and we will tell you where to return the shipment when you receive it. 

Yes! To exchange an unused and undamaged item, you can process the return as described in Returns & Refunds and reorder the new item through the website.

Alternatively, when you notify us about a return, let us know which product you would like as a replacement, and we will hold it in stock for you until we receive the original return. Please note, there may be additional shipping costs.

You do!

If you are entitled to a refund or replacement as described above, it is your choice which you receive.

If we no longer have the same item in stock, we will suggest one or more similar items. If you do not want the similar item, we will provide a refund instead.

We will process the refund within 2 days of receiving the returned item.

You can earn Treasure Reward Points with every purchase, and other actions like sharing or following us on Facebook. Redeem these points for money off and other great discounts.

To get you started, you'll receive 300 Treasure Reward Points just for joining: set up an account here in a few seconds!

Click the Treasure Rewards button, or gift icon, to find out about ways to earn and spend your Treasure Rewards Points!

Once you have joined Treasure Rewards (here), you will receive 300 Treasure Reward Points into your account immediately, and you will start to earn Treasure Rewards Points with every purchase. You will receive 5 points for every $1 you spend!

You can also earn points by sharing or following us on Facebook or Twitter, or following us on Instagram. 

Click the Treasure Rewards button, or the gift icon, to earn and spend points.

You can spend Treasure Reward Points for discounts of future purchases: you will receive $1 off for every 100 points you spend. You can also purchase a 10% off coupon code, or a free shipping coupon code, which you can then enter at checkout to redeem your discount.

Click the Treasure Rewards button, or the gift icon, to earn and spend points!

If you have any problems receiving or spending your Treasure Reward Points, please contact us with the details and we'll sort it out for you.

Anyway you like!

If you want to wear your kimono or yukata in a traditional way however, take a look at our How to Wear Kimono video tutorial for an easy step-by-step guide.

Check out our How to Fold Kimono video tutorial to see how to fold your kimono or yukata without creasing it.

We do not recommend to hang your kimono, as you would need a very wide hanger and a very deep closet! Using a normal clothes hanger will result in your kimono losing its shape.

For a washable polyester kimono the best way is to wash by hand in warm (not hot) water, with bleach-free neutral detergent, although you should try not to wash your kimono too often to avoid loss of shape and color. Polyester kimono can be machine-washed on a low heat in a laundry net. Do not tumble-dry. We will include care instructions with your shipment.

Vintage kimono cannot be washed except by professional kimono cleaners. You can discuss with your local dry-cleaner if they are able to clean your silk kimono without damaging the fabric or design.