Orders and Returns
I’m not very sure about the colour/size of an item. How do I find out more?
If you are not sure about an item eg. the colors of a certain yarn, and need more information, please do not hesitate to drop us an email. We will try to answer your questions, send you more pictures, and/or give you links to the manufacturers’ sites.
Can I revise/cancel my order once it is placed?
If you would like to revise your order, the best way is to cancel the original order and place a new one.
Please note that orders cannot be cancelled once they are fulfilled.
Please keep in mind the turn around time and the time difference. Orders can be processed as quickly as on the next business day. Cancellations cannot be accepted after order fulfillment.
Can I return an item?
In general, all sales are final. Please purchase with consideration.
We would like to provide flexibility but we opted for a strict policy because of two reasons:
- We want to assure you that all products are in their original condition and have not been tampered with in any way or damaged during the selling and shipping processes.
- We also believe that product returns create packaging and labour waste, and therefore we choose to support responsible purchasing.
If you need help in making a decision, please do not hesitate to email us. We would be glad to help.
*Exceptions to our return policy:
- When the item(s) is/are defective
- When you receive the wrong item(s)
- The EU 14-day cooling off period
In cases 1 and 2, please reach out within 5 days of receipt of items. In case 3, please contact us within 14 days of receipt of items. Please refer to our Return and Refund Policy for details and instructions.
Do you do gift wrapping?
Yes, we would love to help you send a fantastic gift to your loved one just for a small fee. Please add the gift wrapping option to your order.
Can you include gift message cards?
Yes, we can include a handwritten gift message in English free-of-charge. Please don’t forget to type your message in the Order Special Instructions box on the Cart Page.
Can I just send a personalized message only ie. without any gift wrapping?
Absolutely! Just type your message in the Order Special Instructions box on the Cart Page.
Do you sell gift cards?
We are offering digital gift cards in three denominations: ¥1,000, ¥2,500, and ¥5,000. You can find them here (under the Special Collections tab). You can get them on their own or in combinations. They will be sent to the recipient’s email address when you order and there is no expiry date. You can include a personalised message in the Special Instructions box on the Cart Page.
There is no tax and no shipping charge on gift cards.
How long does it take for an item to restock?
This depends on the manufacturer and the supply chain. If it is an item that is sourced locally in Japan, restocking takes usually 1-2 weeks. Please email us if you would like to know whether an item is going to be restocked or not and how much time it will take.
Do you do special/customized orders?
If you would like to buy another variation (eg. colour, design and so on) of a listed ie. existing product, please feel free to email us and we will look into the possibility.
Please keep in mind the extra time involved in the process (placing your order with the next bulk order), especially with overseas suppliers. But if the item is sourced locally here in Japan, we may be able to arrange for an expedited special order for a handling fee of ¥1,000. We will let you know if this expedited service is available before you place your order.
Can I order bulk? Is there a limit?
You can order up to 20 of each item for personal use or event use only. Please bear in mind that you will be responsible for customs, duties and extra fees involved in bulk purchasing and shipping.