Shipping Carrier

Our primary shipping carrier is Japan Post (EMS), due to their reliable and efficient services. However, we reserve the right to select an alternative shipping carrier, depending on the contents of your order and the destination country. This is to ensure that your package arrives safely and in a timely manner.

Shipping Timing

Unless otherwise specified or during high-demand periods, items will be shipped within 10 business days after your payment is confirmed. Please note that business days do not include weekends and public holidays. We will notify you via email with your tracking information once your order has been dispatched.

Payment Methods

We support payment using all major credit cards, including Mastercard, Visa, American Express, and JCB. For your convenience, we also offer various payment processors, such as Apple Pay, Google Pay, PayPal, and Shop Pay. This ensures a seamless and secure checkout experience.

Shipping Fees

Shipping fees and availability vary by country and region. To provide the most accurate shipping costs, please carefully check our table of shipping fees before placing an order. This table lists the shipping fees for each destination country.

Please note that additional charges, such as customs fees and import taxes, may apply depending on your country's regulations. These charges are the responsibility of the customer and are not included in the shipping fees.

International Shipping

We are proud to offer international shipping to various countries and regions. However, please be aware that shipping times may vary due to customs clearance and local postal service efficiency. We appreciate your understanding and patience during the shipping process.

If you have any questions or concerns about our shipping policy, please do not hesitate to contact us. We are here to help and ensure that your shopping experience with us is enjoyable and hassle-free.

(This policy is solely applied to purchases through our website, not applied to purchases at Tokuzo stores.)

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@tokuzojapan.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@tokuzojapan.com.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.

Exceptions & Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.