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:
FAQs
Orders & Payments
What types of payment do you accept?
Do you accept credit cards?
Yes, we accept Visa, Mastercard and
American Express.
Can I pay in a different currency?
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
How can I track my order?
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.
Please note that due to current postal restrictions, tracking information is not available on shipments to the USA, Canada or Australia when using Standard Mail.
Do you charge sales tax?
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.
How do I use my discount code?
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.
Can I make changes to my order after placing it?
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.
My order is a gift, so can you send you it without an invoice?
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.
I haven’t received a confirmation email. Did the order work?
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.
Shipping & Tracking
How can I track my order?
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.
Please note that due to current postal restrictions, tracking information is not available on shipments to the USA when using Standard Mail.
Do you ship to my country?
Yes, we can deliver to all countries!
There are postal restrictions in place to some countries (see a full list below), and to those countries we can ship via FedEx, which normally takes 2-5 working days. To all other countries we can ship by your choice of Standard (Registered Airmail), Express (EMS), or FedEx.
Shipping to USA/Canada and Australia
Shipping restrictions have recently been lifted on Airmail from to the USA, Canada and Australia, so we can now send by Standard mail (for shipments under 4lb / 2kg). Please note that NO tracking information is currently available on Airmail to the USA/Canada or Australia, so we still recommend to use FedEx where possible.
Countries With Postal Restrictions in Place
If you live in one of these countries or regions, you can choose to use FedEx, or we can keep hold of your order until normal postal services resume:
South, Central America and Caribbean: All countries
Europe: Albania, Belarus, Cyprus, Georgia, Greece, Kosovo, Liechtenstein, Malta, Montenegro, North Macedonia, Romania, Russia, San Marino, Serbia, Slovakia, Vatican
Asia: Afghanistan, Bangladesh, Bahrain, Bhutan, Brunei, China, India, Indonesia, Iran, Iraq, Israel, Jordan, Kuwait, Laos, Maldives, Mongolia, Nepal, Oman, Pakistan, Saudi Arabia, Sri Lanka, Syria, Timor-Leste, Turkey, UAE
Africa: All countries
Oceania: All countries except Australia and New Zealand
Do you ship within Japan, and how long will it take?
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.
Where will my order be sent from?
All shipments are sent from Tokyo, Japan.
When will my shipment be sent?
Your shipment will be sent the same or next
business day, after we receive your order,
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!
How long will my shipment take?
It depends on where you are in the world
and which shipping method you chose.
In general Standard shipping takes 10-14 days, Express shipping takes 6-10 days, and FedEx takes about 2-5 working
days. Find out more in Shipping.
How much is shipping?
If your order is over $99, standard
shipping is free (see Free Shipping)!
You can see the estimated cost of shipping
(including Standard, Express, FedEx, or Free shipping if applicable) in the
shopping cart. The final shipping total will be displayed before you enter your
payment details.
What’s the fastest shipping method?
Fedex is the fasted shipping method. It usually takes between 2-5 working
days. Find out more in Shipping.
Do you offer free 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 some countries. Please see the latest updates here.
Will I have to pay tax or customs duties?
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.
What does ‘retention’ mean in the tracking status?
‘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.
Can I specify a date or time for delivery?
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.
Can my shipment be delivered to a PO Box?
Unfortunately the carriers that we use do
not accept delivery to a PO Box.
Can I change the delivery address?
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.
Can you put a lower price on the shipping invoice?
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.
My package was returned to sender. Can you resend it?
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.
COVID19 - Our Response
Are you still open?
Yes, we are fully open and shipping as usual.
Can you still deliver to my country?
Yes, we can deliver to all countries!
There are postal restrictions in place to some countries (see a full list below), and to those countries we can ship via FedEx Priority, of which we will pay the majority of the shipping fees. To all other countries we can ship by your choice of Standard (Registered Airmail), Express (EMS), or FedEx.
Shipping to USA/Canada and Australia
Shipping restrictions have recently been lifted on Airmail from to the USA, Canada and Australia, so we can now send by Standard mail (for shipments under 4lb / 2kg). Please note that NO tracking information is currently available on Airmail to the USA/Canada or Australia, so we still recommend to use FedEx where possible.
Countries With Postal Restrictions in Place
If you live in one of these countries or regions, you can choose to use FedEx, or we can keep hold of your order until normal postal services resume:
South, Central America and Caribbean: All countries
Europe: Albania, Belarus, Cyprus, Georgia, Greece, Kosovo, Malta, Montenegro, North Macedonia, Romania, Russia, Serbia, Slovakia, Vatican
Asia: Afghanistan, Bangladesh, Bahrain, Bhutan, Brunei, India, Iran, Iraq, Israel, Jordan, Kuwait, Laos, Maldives, Mongolia, Nepal, Oman, Pakistan, Saudi Arabia, Syria, Timor-Leste, UAE
Africa: All countries except Tunisia
Oceania: All countries except Australia and New Zealand
Can you ship to the USA/Canada?
Yes of course!
Shipping restrictions have recently been lifted on Airmail to the USA and Canada, so we can now send by Standard airmail as well as FedEx. Please note that NO tracking information is currently available on airmail to the USA or Canada, so we still recommend to use FedEx where possible.
I want to use postal services, but they're not available to me, what can I do?
If postal restrictions to your country mean Standard and Express mail are not available, you can select Airmail (Suspended) at checkout. This means that we will keep hold of your order and send it to you when normal postal services resume.
Will my shipment be delayed?
There are currently some temporary delays to international postal services, so for this reason we recommend using FedEx. This ensures your orders will be fulfilled quickly and safely, despite restrictions to other postal services.
Is my order safe?
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.
Taxes & Customs
Do you charge sales tax?
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.
Will I have to pay tax or customs duties?
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.
How much are tax or customs duties?
Taxes or customs duties vary by country and
region, so unfortunately we cannot estimate these in advance. Find out more in Taxes & Customs.
Returns & Refunds
Can I get a refund if I change my mind?
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 conditions 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
- You must provide proof of postage showing the postage date within 30 days of receipt of your order.
- Items marked Direct from Designer, for which the refund period is 7 days instead of 30.
Find out more in Returns & Refunds.
How do I claim my refund?
1) Please contact us within and we will confirm the shipping address for you to send the item.
2) 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’.
3) Please send us proof of postage showing the date within 30 days of receipt of your order. 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.
Do I have to pay shipping costs for returns?
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.
What if my item is damaged?
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.
Can I cancel my order?
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.
Can I exchange my order for something else?
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.
Who decides if I receive a replacement or a refund?
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.
How long will my refund take?
We will process the refund within 2 days of
receiving the returned item.