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.

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.

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.

Please note that due to current postal restrictions, tracking information is not available on shipments to the USA when using Standard Mail.

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, Ireland, 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 

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 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.

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.

Fedex 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 some countries. 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!

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, Ireland, 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

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.

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. 

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.

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.