Contact Us / Support
We are happy to take any questions you might have regarding our shop or please see below on our FAQ .
Product Request
Cant find what you looking for or have a special product request, please contact us to see how we can help.
Wholesale Available
Looking to buy large quantities and save! Us our wholesale contact form for our wholesale service.
Orders & Shipping
Do you ship worldwide?
Yes, We ship worldwide directly from our Tokyo office. We also offer different shipping options depending on the weight and types of items you order. There are some locations to which packages cannot be shipped. We will contact you as soon as it becomes clear that we can’t ship your order to your selected location.
How long does it take to ship my order?
As soon as humanly possible! If products you ordered are in stock, it will take us 4 to 6 business days to ship them. Regular shipping and DHL/EMS Express are always our priority. If your product is out of stock, we will email you asap to let you know how long it will take us to ship your whole parcel. Shipping times required for delivery depend on location, shipping method and how long your country Post Office process the parcel.
Tracking information: Japan Post delivers parcel to your country and till then Japan Post updates tracking information. Once parcel is in your country, all tracking information is updated by your country’s Post Office.
Please note that TOTAL DELIVERY TIME = PROCESSING TIME + SHIPPING TIME. The table below contains estimated international shipping times provided by Japan Post but the times may vary by country:
| Shipping Method | Average Shipping Time according to Japan Post |
| FREE Shipping | min. 10-14 business days |
| REGULAR Shipping | min. 6-14 business days |
| Express Shipping | min. 5-10 business days |
What is item processing time ?
After your order has been received, every item will undergo strict quality control in order to ensure the product’s quality. Please note that different items are subject to different processing times. Generally, the average processing time is 1-4 business days (approximately); however, this is dependent on the item’s stock status. Handmade products may take longer and you’ll be informed of the delivery time soon after purchase.
Is it possible to change my shipping address?
If your order hasn’t been shipped out of Japan yet, to change your shipping address, please log into “My Account” and change your address there as soon as possible and notify us by email immediately. If your order has already been dispatched, we won’t be able to reroute your package – please contact your local post office, provide a tracking number which you receive from us and request to reroute your package to your new address.
My parcel has been returned to Japan. What can I do?
If a parcel is returned to our office in Tokyo for a reason arising from a client (e.g. an incorrect address), we will resend the parcel to the correct address but the client needs to pay for a full shipping fee even if an order was eligible for free shipping. The client will be contacted by our Tokyo office as soon as we receive the parcel.
Am I supposed to pay additional fee in my country?
We try our best to make sure that there is no additional fee in your country. We also pay extreme attention to the way we package your products. However, we do not have any possible way to influence your country’s customs laws. In some countries, you might have to pay tax before getting your package. Customs taxes are not included in the total of your order and it is your responsibility to confirm whether or not duties and taxes may be levied.
Cancelations
How do I cancel my order?
To place a cancellation, please log into “your account” and visit “Order Status”. If your order has not been shipped yet then please contact us immediately. If your order is qualified for cancellation then we will stop shipping procedure and you will be notified fully within 1 to 2 business days of the finalised cancellation and money refund. If you wish to cancel only part of your order then please contact us immediately. Once your order is prepared for shipment then you won’t be able to cancel your order.
Can I change the type or amount of items I’ve already ordered?
Once you see your order being “Processed” on “Your Account”, it is not possible to change your order (including the size, colour or version of a product ordered). However, please contact us immediately to see if we can accept your request for change.
Is it possible to return or exchange an item?
Due to our sales policy, we can’t accept returns or exchange requests. Before purchasing, please note that all sales are final. If items are defective or damaged upon arrival, please contact us immediately.
My parcel can not be released from Customs Office. What can I do?
Our refund policy stipulates that a refund will be considered only when a product is damaged or defect upon arrival. It is the customer’s responsibility to check taxes and make sure that a particular product can be imported. Thus, in a case of a parcel being seized, or rejected entry and returned to Japan, by your country Customs Office, we are unable to provide a refund.
Can I get refund for shipping because my parcel didn’t arrive within the estimated time?
All shipping estimates are provided in accordance with 3rd party delivery service and in most cases shipping is shorter than the estimates. However, neither3rd party delivery service nor tokyobrandhouse.com can guarantee that international parcels definitely arrive in the destination country within the estimated time.
The estimated delivery time means the fastest possible delivery time indicated by the 3rd party delivery service in the case of no delay by the customs or local post office in the destination country. Please note that the delivery time depends largely on the speed of processing by the customs in your country and the speed of delivery by your local post office.
Neither the 3rd party delivery service nor tokyobrandhouse.com can negotiate with the customs or local post office in your country to speed up the process. No ‘special arrangement’ can be made with the customs or post office in your country.
In the increasingly tightened security measures against terrorism placed by a number of countries, in particular those in Europe, there is an increasing chance for a delay in international postal delivery, 3rd party delivery service nor tokyobrandhouse.com can be held responsible for the delay in delivery of international parcels. Neither the 3rd party delivery service nor tokyobrandhouse.com thus will be able to refund shipping fees.
Can I keep the product when I get a refund?
No, a customer cannot keep a product when asking for a refund. If it is confirmed by our refund management office that the product is indeed damaged, a customer will be asked to return the product to our office in Tokyo first and we will either refund or resend a new product.
I’ve tried the product I purchased and don’t like it. Can I get a refund?
A refund will not be made in the case of a personal preference (e.g. “I don’t like the taste”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defected upon arrival. The customer needs to (1) notify us within seven days of the package arrival and (2) provide pictures or a video of the damaged product.
I never got my parcel! Can I get a refund?
We’ll take an immediate action if your parcel is lost. If you do not receive your parcel within a reasonable timeframe, please contact your local post office first by presenting your tracking number. In some countries we provide a free shipping option with and without a tracking number. If you’ve selected free shipping without a tracking number then we are unable to assist you in this matter and will not be able to refund or resend your order.
