Frequently Asked Questions (FAQ)

1. Can general customers shop at your store?

Yes, anyone can shop at our store.
General customers can purchase products at regular prices without creating an account.

Our wholesale membership program is designed for business customers only.
Only customers who have been approved as wholesale members can sign in and purchase products under wholesale terms.

2. Can I cancel my order after placing it?

Yes, only if the order has not yet been shipped.
Cancellations are possible only before the item is shipped.

For wholesale orders, cancellations are not accepted regardless of the order status.
If you wish to cancel your order, please contact us as soon as possible.

3. Can I cancel my order after it has been shipped?

No.
Once the item has been shipped, cancellations are not accepted under any circumstances.

We recommend reviewing your order details carefully before shipment.

4. Can I cancel my order if I do not want to pay taxes or customs duties?

No.
Customs duties, import taxes, VAT, and customs clearance fees are the sole responsibility of the buyer.

Cancellations, returns, or refunds are not accepted for reasons related to taxes or customs procedures.
No refund will be issued if the item is returned or destroyed due to unpaid taxes or other customs-related issues, except in cases where the cause is directly attributable to a verifiable error on the part of the store.

5. Are taxes or customs duties applied to international shipments?

Yes. Depending on the destination country or region, the following charges may apply:

  • Customs duties
  • Import taxes
  • Value-added tax (VAT)
  • Customs handling or clearance fees

All such charges are the sole responsibility of the buyer.

6. Can I choose the shipping method?

Yes. Depending on the destination country or region, you may choose from the following shipping methods at checkout:

  • Economy Shipping
  • Standard Shipping
  • Express Shipping

Delivery times, tracking availability, and coverage vary depending on the selected shipping method.

7. Does Economy Shipping include compensation for loss or damage?

No.
Economy Shipping includes a tracking number, but does not include carrier compensation for loss, damage, or non-delivery.

For safer delivery, we recommend selecting Standard or Express Shipping.

8. How long does delivery take?

Delivery time depends on the destination country or region
and the selected shipping method.

Estimated delivery times
(excluding order handling time, which may take up to 5 business days):

  • Economy Shipping: 14–30 days
  • Standard Shipping: 7–14 days
  • Express Shipping: 3–7 days

Please note that these timeframes are estimates only and may vary due to customs inspections or local logistics conditions.

9. Do you provide a tracking number?

Yes.
All shipping methods include a tracking number.

Once your order has been shipped, you will receive an email with the tracking information.

10. What happens if my order does not arrive?

We will investigate the shipment status to the extent possible.

However, if you selected a shipping method without compensation (Economy Shipping), refunds or reshipments are not guaranteed in the event of loss or non-delivery, except when the cause is directly attributable to a verifiable error on the part of the store.

11. Are the products made in Japan?

We primarily work with Japanese manufacturers who manage the design, development, and quality control of the products.

However, the country of manufacture may vary depending on the product.
Please refer to the product description on each product page for detailed information.

12. What does “customs clearance issues” mean?

This refers to situations in which the item cannot be cleared by customs in the destination country due to:

  • Unpaid taxes or duties
  • Missing required documentation
  • Local import restrictions or regulations

In such cases, cancellations, returns, or refunds are not accepted, except when the issue is directly attributable to a verifiable error on the part of the store.

13. How can I become a wholesale member?

To become a wholesale member, you must submit an application for review.
Wholesale membership is available to business customers only and is subject to approval by the store.

After reviewing your application, we will notify you of the approval result.
Only customers who have been approved as wholesale members will be able to sign in and purchase products under wholesale pricing and terms.

Please note that submitting an application does not guarantee approval, and the store reserves the right to approve or reject applications at its sole discretion.

Detailed requirements and conditions may be provided separately after approval.