【Regarding international shipments (EMS)】
Due to the effects of coronavirus, Japan Post's EMS has temporarily stopped accepting some international mail.
Therefore, we are unable to accept orders from any countries where the operation has been suspended.
Orders from United States, Canada, and Australia are possible as of 12 noon on December 3.
Shipments will be made using DHL.
The prices are as follows,
・United States, Canada→JPY5,000
[Countries/Regions Available for Order as of 15th November]
China, South Korea, Taiwan, Hong Kong SAR China, Macao SAR China, Philippines, Singapore, Thailand, Vietnam, Myanmar (Burma), Cambodia, Indonesia, Sri Lanka
France, Germany, Iceland, United Kingdom, Netherlands, Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Hungary, Italy, Norway, Slovenia, Spain, Sweden, Switzerland, Andorra, Finland, Guadeloupe, Guernsey, Isle of Man, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Poland, Portugal, San Marino, Turkey
□Oceania, Central America, the Middle and Near East
New Zealand, Cook Islands, Lebanon, Panama, Qatar
□South America, Africa
Côte d’Ivoire, Ecuador, Egypt, Gabon, Ghana, Kenya, Madagascar, Mauritius, Nigeria, South Africa, Sudan, Tanzania, Togo, Tunisia
■ Payment Methods
Q. Can you tell me about the payment methods?
A. We accept credit cards and COD.
VISA, MasterCard, American Express, Shopify Pay, Google Pay, PayPal are accepted.
We charge additional fees of 330 JPY for COD (Shipping to Japan only).
Q. What delivery companies do you use? Also, when will the item be shipped?
A. We use Sagawa Express for Japan. For outside Japan, we use Japan Post’s EMS to ship items. The tracking number of the package is listed in the notification email of the shipment.
The items ordered will usually be shipped within three business days.
* Email will be sent to you when we have shipped the item. However, please understand that when we have a lot of shipping items, we may be able to send such email only later or may not be able to send such email at all.
* For reserved items, the estimated shipping date is listed for each item.
Q. How much are the shipping fees?
A. The shipping fees are 550 JPY throughout Japan.
- Shipping Fees for Outside Japan -
When you place an order, we will show you the shipping costs of EMS (International Express Mail) calculated by the combination of the region classification of the delivery address and the packing weight (a total of items, bundled items, and packing materials). The shipping fees and area classifications are as described in EMS.
Q. Is it possible to ship outside Japan?
A. We can ship to all countries covered by EMS (International Express Mail). Please select with the cart your preferred country.
■ Cancellation of Order
Q. Can I cancel my order?
A. You can cancel your order only before we ship the item. Please contact firstname.lastname@example.org. We will process the cancellation.
Please understand that we cannot accept cancellation requests after we ship the item.
■ Returns / Exchanges
Q. Is it possible to return or exchange the item after its arrival?
A. Only when the delivered item is defective, will we accept the return of the ordered item. We will send you the exchanged item while we cover the shipping costs.
We inspect items at the time of the arrival and try to send good items. But in the unlikely event that the item is originally defective, please refer to the information below and contact email@example.com.
Please note that we cannot accept returns or exchanges in the following cases:
・If you contact us after more than 4 days
・Items were damaged or soiled by the customer
・Accessories and/or instructions are lost
・We cannot accept any returns or exchanges unless the item is defective.
If you wish to return the item, please contact us from here.
* Orders may not be canceled or returned due to the order details, the condition of the item, and so forth.
* Returns using a method other than what we designate will not be accepted.
Q. I have received something different from what I ordered.
A. We are sorry. We make every effort in sending the item accurately. Please contact firstname.lastname@example.org within 7 days of the arrival.
We will exchange the item while we cover both the shipping costs and the fees.
Q. Can you tell me about the dealers?
A. Except for some items, we sell exclusively at our online store.
Q. Will items sold out be restocked?
A. Basically, they will not be restocked. When we restock items and have updates, we will make announcements over Instagram: https://www.instagram.com/officekiko/