FAQs

We accept credit cards (Visa, Mastercard and American Express), PayPal, Google Pay, and Apple Pay. We also accept payment most major currencies, which you can choose using the currency selector at the bottom of any page, or in the top right on the desktop.

Yes, we accept Visa, Mastercard and American Express.

Yes you can! If you scroll down to the very bottom of the page (or the top right of the desktop site), you can select your country and currency. Prices will be displayed in the currency of your choice, and you can pay in that currency

When you order ships you will receive a confirmation email. Click ‘View Your Order’ and you will see a clickable tracking number on your order information page. You can track your shipment from there, or by entering your tracking number here.

Please note that it is the customer's responsibility to track shipments, and we will not be able to refund the shipping fees charged by the courier in case a shipment is returned due to non-collection.

• USA, Japan & Taiwan — Guaranteed final price.All taxes and duties are included. The total shown at checkout is exactly what you’ll pay, with no extra charges on delivery.

• EU & UK — EXPRESS shipping.All VAT and duties are included in your final checkout total, with no extra charges on delivery.

• EU & UK — STANDARD shipping.Local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

• Other destinations.Depending on your country, local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

If a package is refused due to unpaid duties or taxes, outbound and return shipping costs will be deducted from any refund.

When you click ‘Check Out’ from the shopping cart, you’ll see a space to enter the discount code, before you enter any shipping or payment information. If you enter a valid code and click ‘Apply’, the discount will be applied automatically.

If you sign up for our newsletter you will receive a discount code for 5% off your next purchase. Sign up by entering your email address in the Sign and Save section in the bottom right of the store website.

If you contact us immediately, we can make changes if your order has not yet shipped. Unfortunately we cannot make any changes after an order has already shipped.

Products that are made to order, such as futon or duvets, can also not be cancelled after confirmation.

We do not include prices within the information in your package (your receipt will be sent by email). We do, however, have to declare the shipment value on the customs form.

When you order ships you will receive a confirmation email. Click ‘View Your Order’ and you will see a clickable tracking number on your order information page. You can track your shipment from there, or by entering your tracking number here.

Please note that it is the customer's responsibility to track shipments, and we will not be able to refund the shipping fees charged by the courier in case a shipment is returned due to non-collection

Yes, we deliver to most countries! All our products are shipped directly from Japan, with tracking provided for every order.

Available shipping options are shown at checkout.

Yes! All taxes and duties are included, with no extra charges on delivery.

• STANDARD 5–8 days: FREE on orders over $99.

• EXPRESS 3–5 days: Your shipping rate is shown at checkout.

All delivery times are estimates in business days from dispatch.

Of course! You will receive your shipment within 1-2 days on the island of Honshu (the main island including Tokyo, Osaka and Kyoto), or 2-3 days for the rest of Japan. It may take an additional day if you order on a weekend or if you are located in Okinawa or the outlying islands.

If you're staying in a hotel in Japan, please include the reservation name and room number, otherwise your hotel may refuse to accept your package.

All our products come to you from Japan with tracking provided for every order.

Your shipment will be sent the same or next business day, after we receive your order, unless the item is made-to-order, like futon or duvet.

• USA, EU & UK — STANDARD: 5–8 days.

• USA, EU & UK — EXPRESS: 3–5 days.

• Canada, Australia, Middle East & East Asia: 3–5 days.

• New Zealand & India: Within 1 week.

• Japan: Next business day.

• Other countries: 4–5 days.

All delivery times are estimates in business days from dispatch. Customs clearance or local delays may affect delivery times.

• USA, EU & UK: FREE Standard shipping on orders over $99.

• Canada, Australia, Middle East & East Asia: FREE Express shipping on orders over $99.

• New Zealand & India: FREE shipping on orders over $199.

• Japan & Taiwan: FREE shipping on all orders.

All shipping prices are in US dollars.

• USA, Japan & Taiwan — Guaranteed final price.All taxes and duties are included. The total shown at checkout is exactly what you’ll pay, with no extra charges on delivery.

• EU & UK — EXPRESS shipping.All VAT and duties are included in your final checkout total, with no extra charges on delivery.

• EU & UK — STANDARD shipping.Local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

• Other destinations.Depending on your country, local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

If a package is refused due to unpaid duties or taxes, outbound and return shipping costs will be deducted from any refund.

‘Retention’ means that your shipment is at a local post office waiting for you to collect it (usually because you weren’t at home when the shipment arrived). Please check your mail for notification.

When your shipment arrives in your country it is handled by your national carrier, so unfortunately we cannot control the exact date or time of delivery.

Unfortunately the carriers that we use do not accept delivery to a PO Box.

If you contact us immediately, we can make changes if your order has not yet shipped. Unfortunately we cannot make any changes after an order has already shipped.

Unfortunately we can’t declare a shipment as a gift or at a lower value, as it may result in customs refusing to allow delivery to you.

Yes, we can resend your parcel if your local post office sends it back to us. Please understand that you are responsible for tracking your shipment. If your shipment is returned to us because it was held for collection at your local post office and you did not collect it within the notified period, we will have to charge you again for shipping to resend your parcel.

• USA, Japan & Taiwan — Guaranteed final price.All taxes and duties are included. The total shown at checkout is exactly what you’ll pay, with no extra charges on delivery.

• EU & UK — EXPRESS shipping.All VAT and duties are included in your final checkout total, with no extra charges on delivery.

• EU & UK — STANDARD shipping.Local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

• Other destinations.Depending on your country, local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

If a package is refused due to unpaid duties or taxes, outbound and return shipping costs will be deducted from any refund.

• USA, Japan & Taiwan — Guaranteed final price.All taxes and duties are included. The total shown at checkout is exactly what you’ll pay, with no extra charges on delivery.

• EU & UK — EXPRESS shipping.All VAT and duties are included in your final checkout total, with no extra charges on delivery.

• EU & UK — STANDARD shipping.Local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

• Other destinations.Depending on your country, local taxes or duties may be payable before or upon delivery. These are set by local authorities and paid by the recipient.

If a package is refused due to unpaid duties or taxes, outbound and return shipping costs will be deducted from any refund.

For USA, Japan & Taiwan, all taxes and duties are included. For EU & UK — EXPRESS shipping, all VAT and duties are included in your final checkout total.

For EU & UK — STANDARD shipping and other destinations, charges vary by country and are set by local authorities.

Please check with your local customs authority for current information. See our Taxes & Customs guide for helpful links.

Yes! If you would like to return or exchange your order for whatever reason, we're here to help! We offer no hassle returns or exchanges within 30 days of receiving your order. You can return your product for a different product, or a refund to the original payment method.

Please note the following conditions to our returns and exchange policy:

- Items must be returned unused and folded in the original packaging

- Discounted items, or items purchased with store credit are not eligible for return or refund

- The original outward shipping cost (the full amount that we paid to the courier) will be deducted from the refund.

- The customer is responsible for the return shipping cost.

- For hygiene reasons, we cannot accept returns on earrings, tatami, futon mattresses and duvets, or mattress/duvet covers.

Find out more in Returns & Refunds.

Unfortunately, for reasons of hygiene we are not able to accept returns of futon mattresses/duvets or covers, tatami, or earrings.

1)   Please contact us within and we will confirm the shipping address for you to send the item.

2)   Please return the item folded in its original plastic bag (don’t worry about the paper wrapping) and send to the address that we provide, noting on the customs form ‘Returned Item’. 

3) Please note that for hygiene reasons we cannot accept returns on earrings, futon, futon cover, and tatami.

4) Please send us proof of postage showing the date within 30 days of receipt of your order. Please note that you must bear the shipping costs.

5) Please send your return by mail, marking “Returned Items” on the customs form. If you send your return by courier (DHL, FedEx, etc), or do not write “Returned Items” on the customs form, import duties may be levied which must be paid by the sender or subtracted from any refund.

6) Once we receive the returned item and have confirmed its condition as unused and undamaged, we will issue a refund not including shipping costs or duties.

We offer a full refund of the product, not including the original outward shipping costs.  You must bear the cost of return shipping.

Very occasionally items may be damaged in transport. In the unlikely event that you item arrives in a damaged condition:

1)   We ask that you contact us within 48 hours of receipt. This enables us to make a claim with the shipping company.

2)   Please keep hold of the damaged item and provide some photos of the damage.

3)   We will issue you with a full refund or replacement.

If you contact us immediately, we can cancel if your order has not yet shipped. Unfortunately we cannot make any changes after an order has already shipped.

Products that are made to order, such as tatami, futon or duvets, cannot be cancelled.

We will process the refund within 2 days of receiving the returned item.

We store your details to be able to provide the services you have authorized, such as fulfilling and shipping your order, and providing new information. See our full Privacy Policyfor more details.

Yes, please contact us.

Please visit the contact page.

We are based in central Tokyo, Japan.

Our store is online only right now. However, if you are in Japan, shipping is completely free and usually takes less than 24 hours!