Q1. Why is my email in Japanese?

A. Our cart provider (BASE) sends automatic emails in Japanese (e.g., Order Confirmation, Shipping Notice). Your order is still confirmed. We’ll send an English confirmation via Messages shortly after purchase. If you can’t find emails, check spam and allow [email protected].

Q2. Why can’t I pay with a foreign credit card?

A. BASE’s card gateway does not accept cards issued outside Japan. Please use PayPal (you can pay with your foreign card inside PayPal). Amazon Pay is available for amazon.co.jp accounts; amazon.cn is not supported.

Q3. What is “Japan (Forwarder)” shipping?

A. It’s for orders shipping to a Japanese forwarding/proxy service. Select “Japan (Forwarder)” at checkout and put the forwarder name and your customer ID on Address Line 2. Responsibility transfers upon delivery to the Japanese address; onward shipping and overseas import taxes/fees are the recipient’s responsibility.

Q4. Do you ship directly to the United States?

A. Direct EMS to the US is currently unavailable. Please use a Japan-based forwarder (ship-to a Japan address). Responsibility transfers upon delivery to the forwarder.

Q5. Can I order to the UK?

A. Yes, only when the intrinsic goods value per consignment exceeds £135 (goods value only; shipping/insurance excluded). Direct checkout is disabled. Please email us first if your goods value exceeds £135.

Q6. Do you ship to Australia or New Zealand?

A. Temporarily unavailable for direct orders due to local GST requirements. A Japan-based forwarder is acceptable.

Q7. What taxes and duties will I pay?

A. International orders ship DAP (Delivered At Place). Import VAT/GST, customs duties, and carrier clearance/handling fees are paid by the recipient according to the destination country’s rules. We cannot advise exact amounts in advance.

Q8. Can you mark my parcel as a gift or underdeclare the value?

A. No. Invoices must show the actual value and contents to comply with customs regulations.

Q9. Which currency will I be charged in?

A. Prices may display in your local currency for convenience, but all charges are processed in Japanese Yen (JPY). Your payment provider may add conversion or international transaction fees.

Q10. When will my order ship?

A. Within 3 business days after payment is captured (weekends/holidays excluded). For PayPal payments showing Pending/eCheck, we ship after the funds clear.

Q11. Do you offer combined shipping?

A. Yes. Please contact us in advance for an accurate combined quote. The platform may otherwise add shipping per item automatically.

Q12. What if my package is lost or damaged in transit?

A. EMS includes tracking and insurance. If damage or loss occurs, contact us within 7 days of receipt/expected delivery with photos and the packaging; we’ll assist with the insurance claim process.

Q13. What is your return policy?

A. 14-day returns accepted. Items must be unused, in original condition and packaging. Return shipping is paid by the customer unless the item is defective or incorrect. Contact us before sending any return; refunds are issued to the original payment method after inspection.

Q14. Do your products have a warranty?

A. Handmade items – initial defects covered; no long-term warranty. We don’t cover damage from mishandling, drops, or normal wear. If your item arrives damaged or with a significant defect, contact us within 7 days for assistance. This does not affect your statutory rights where applicable.