Help & FAQ
RETURN AND REFUND POLICY
With the exception of defective items, all sales are final.
Refunds are only accepted on sale items if they are deemed to be defective.
We cannot exchange clothing items once they are received.
We cannot cancel, change, or add to orders once payment has been processed.
Any returns for refund must be made within 21 days from the ship date.
You must contact us here via our contact form with your order # or authorization before you send anything back.
DO YOU HAVE A SIZING CHART?
The sizing chart for each item is on the individual product page. If sizing information is not yet available in the description of the item you are interested in, simply contact us with the item name and item # and we'll reply with the dimensions.
PAYMENT METHODS
International and Japan Orders
[Credit Card]
- VISA
- MASTER CARD
- AMERICAN EXPRESS
- JCB
[PayPal]
Japan Orders Only
[Paidy] *various convenience store* payments
- 7 Eleven
- Family Mart
- Lawson
- Mini Stop
CURRENCY CONVERTER
In the bottom-right section of the website you will see a drop down menu that allows you to change the currency. All prices are based in Japanese Yen.
HOW MUCH DOES SHIPPING COST?
The cost of shipping can vary greatly depending on the particular items you'd like to purchase, the location where you'd like your order shipped, and the type of shipping service that you prefer. You can get a quick shipping & handling estimate by putting the items in your cart, then supplying some address information and clicking on “Continue to Shipping”. Your shipping options will be displayed on the “Shipping” page.
WILL AN INTERNATIONAL SHIPMENT BE CHARGED DUTIES AND TAXES?
Shipments destined outside Japan may require additional duties or import taxes to be paid on delivery. The customer is responsible for the payment of all such fees. Unfortunately it is very difficult or impossible for us to estimate the duties and taxes that your country may charge you. If you have any questions, please contact your local officials. International shipments do not have a guaranteed delivery time. The “cheap shipping” option may take anywhere from one to several weeks and does not have location tracking. The EMS shipping option typically arrives in about 5 - 15 business days and includes location tracking.
WILL YOU SHIP AN ORDER TO COUNTRY XYZ?
While we try to offer shipping to as many countries as possible, we simply cannot ship to every part of the world. The reasons range from import restrictions or high duties & taxes to excessive fraud or lost packages. The list of countries that we accept orders from can change a few times a year, so you may want to check back from time to time. The quickest way to determine if we can ship to your country is to put an item in your cart and visit the View Cart page to input your address. If your country is in the drop-down list for the “Country/Region” field, we can likely ship to your country.
I LIVE IN JAPAN. WHEN WILL MY ORDER ARRIVE?
Orders with in-stock items typically ship within 7-10 business days. You will receive a shipping notification email when your order ships. The shipping notification email will show when your order was sent out, and will include a tracking number that you can use to check the whereabouts of your order. Any and all "expected delivery dates" are only estimates. Additionally, postal carriers do not typically consider weekends or holidays to be "business days". Many external factors could cause a delay in the arrival of your order, but your tracking number will help you keep an eye out for it.
I LIVE OUTSIDE OF JAPAN. WHEN WILL MY INTERNATIONAL ORDER ARRIVE?
We ship with Kuroneko Yamato. Orders with in-stock items typically ship within 7-10 business days. You will receive a shipping notification email when your order ships. The shipping notification email will show when your order was sent out, and will include a tracking number. Any and all "expected delivery dates" are only estimates. Additionally, it is impossible for us to determine how long it will take for a shipment to clear customs in your country. This can delay delivery and is completely out of our control. If your shipment does not arrive after a few weeks, please contact us with your order #. We will review reports of lost shipments on a case-by-case basis.
WHEN WILL MY ORDER SHIP IF IT CONTAINS A PRE-ORDER ITEM?
Your order will not ship until all the items are available. If you order a pre-order item and an item that is currently available for shipping, then we will wait until the pre-order item is available. If you wish to receive your other items before your pre-order item is available, then please place a separate order. We will always try to have a pre-order shipped out by the release date. Unfortunately, from time to time we may be waiting for a label or manufacturer to send us items for the pre-order. If this is the case, trust that we are doing everything in our power to obtain the items in order to fulfill your order as quickly as possible. If your pre-order is pending after the release date and you would like to know the status of the order, please feel free to contact our customer service.
WHERE IS MY ORDER?
Orders are generally shipped within 7-10 business days.
After your order is shipped, you receive a tracking number.
You can use it to find out the status of your package.
For overseas orders, please be aware that shipping may take additional time depending on your country's postal service.
JAPAN POST HASN'T UPDATED MY TRACKING IN A FEW DAYS, WHAT SHOULD I DO?
For a more accurate depiction of where your order is, try entering your tracking number here. Please keep in mind, once the package has been handed off to your country's post office, tracking updates will be less frequent. Due to Covid-19 Standard Shipping varies wildly anywhere from 5 days to sometimes upwards of 1 month.
CAN I CANCEL OR MAKE CHANGES TO MY ORDER?
Once your order has been made, it is final. We cannot stop the order to add additional items. You must make another order and pay for additional shipping.
CAN I UPDATE MY SHIPPING ADDRESS?
If your order has not shipped out yet, we can update your shipping address. Please contact us with your order number and the new address. Once we have updated it, we will confirm that the address has been updated. Please be aware that we may be unable to alter the destination once the order is in transit.
I ORDERED “X” BUT YOU SENT ME THE WRONG ITEM!
If we’ve accidentally sent you the wrong item, we apologize! Please contact us with your order # and we will work with you to remedy the situation. Unfortunately, we cannot offer refunds if the error was not on our part.
I ORDERED “X” BUT IT DIDN’T ARRIVE WITH THE REST OF MY ORDER
If we’ve accidentally left an item out of your order, we apologize! Please contact us with your order # and we will remedy the situation.
OUT OF STOCK/SIZE ITEMS
Is the item or size you're looking for out of stock? Please contact us so we can update you on when or if we will be re-stocking that item.
WHAT COUNTRIES DO YOU SHIP TO
Australia
Austria
Belgium
Bulgaria
Canada
Chile
China
Colombia
Croatia
Czech Republic
Denmark
Finland
France
Germany
Hong Kong
Hungary
Iceland
Ireland
Israel
Italy
Japan
Latvia
Liechtenstein
Lithuania
Luxembourg
Macao
Malta
Mexico
Monaco
Montenegro
Netherlands
New Zealand
Norway
Poland
Portugal
Romania
San Marino
Singapore
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
Taiwan
Ukraine
United Kingdom
United States
Vietnam
TATTOO INFORMATION
If you are looking for custom tattoo work from one of our artists, please contact us.
GOT MORE QUESTIONS?
Not seeing your answer here? Please contact us!