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 is for orders shipped to a Japanese forwarding/proxy service. Select “Japan (Forwarder)” at checkout and enter 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. Yes. Direct U.S. orders are shipped by Japan Post EMS with duties prepaid (DDP) through Zonos. Applicable U.S. import duties and the Zonos postal clearance fee are included in the U.S. shipping charge shown at checkout and are prepaid by us before dispatch. The recipient should not be asked to pay these duties at delivery.

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 directly to Australia?

A. Yes, when the total goods value per consignment is A$1,000 or less (goods value only; international shipping and insurance excluded). We do not collect Australian GST at checkout. For postal imports at or below this threshold, Australian border authorities generally do not collect duties, GST, or import processing charges. Please contact us before ordering multiple items if the combined goods value may approach or exceed A$1,000.

Q7. Do you ship directly to New Zealand?

A. Direct checkout to New Zealand remains temporarily unavailable. A Japan-based forwarding service may still be used.

Q8. What taxes and duties will I pay?

A. Except for direct U.S. shipments, international orders are shipped DAP (Delivered At Place). Import VAT/GST, customs duties, and carrier clearance/handling fees, where applicable, are paid by the recipient according to the destination country’s rules. Direct U.S. shipments are sent DDP through Zonos, with applicable U.S. duties and the Zonos postal clearance fee included in the U.S. shipping charge shown at checkout.

Q9. Can you mark my parcel as a gift or underdeclare the value?

A. No. Customs documents and invoices must show the actual value and contents.

Q10. 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.

Q11. 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.

Q12. Do you offer combined shipping?

A. Yes. Please contact us before checkout for an accurate combined quote. The platform may otherwise add shipping charges for each item automatically. Advance contact is particularly important for U.S. orders and Australian multi-item orders near the A$1,000 limit.

Q13. 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.

Q14. What is your return policy?

A. 14-day returns are 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.

Q15. 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.