Shipping & Payment Policy

  1. Shipment
  2. Shipping restriction
  3. Shipping rates
  4. Prices, Customs Duties and Taxes
  5. Payment methods
  6. Damages and packages lost in transit
  7. Missing packages
  8. Cancelling an order
  9. Returns / Exchanges
  10. Refunds
  11. Fraudulent activities

 

Shipment

Products are shipped as soon as they are ready, usually within 1-2 working days. In the case of longer delay, we will contact you by email to provide an estimate shipment date. Please note that we do not ship on Saturdays, Sundays and Japanese holidays.

Once the order is shipped, you will receive tracking numbers to be used on the forwarder website for live tracking of your package.

For international delivery, we mainly uses DHL and ePacket (japan post) service. Express delivery by DHL usually take 2 to 5 days, while ePacket will take longer (usually 9 to 20 days). Please note that those are usual average. Actual delivery times may vary depending on shipping method, destination, customs clearance (for international orders) and weight. Further delays are possible due to circumstances out of our control.

 

Shipping restriction

Although our forwarders ship to most countries in the world, there may be cases where we are not able to deliver to your country of residence. You'll be notified as soon as possible if we're unable to ship specific items to the address you've selected.

 

Shipping rates

The exact cost of your order will be provided at checkout, depending on delivery place, the weight and the selected forwarder.

 

Price, Customs Duties and Taxes

● Sales within Japan

All prices are shown VAT included. As the product are sent from Kyoto and stay within Japan, no other taxes will be necessary.

● Sales to countries member of the European Union (EU)

VAT: Our company is registered in the Import One-Stop Shop (IOSS). As such, we are collecting the VAT of your country with the product price and we are responsible of paying it directly to the authorities.

Customs duties and fees: For shipment of total value below 150Eur, the shipment should be exempted from customs duties and fees. For other shipment, customs duties and fees may be applied in your country and you are responsible for its payment directly to the transport company. Please note that we have no control over whether the fees are applied or not.

You are responsible of the import requirement and cost, as well as, ensuring that the product can be lawfully imported. In particular, please be aware that some of our items may be rejected by customs in your country. We ship our products globally, and while a product may be accepted by one country, it could be rejected by another. As customs policies can change frequently, please check with your country’s authority on food imports if an item will be cleared by customs or not.

When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

● Sales to any other countries

Taxes (Import taxes, sales taxes, VAT, etc), customs duties and fees may be applied in your country to packages sent from Japan and you are responsible for its payment directly to the transport company. We have no control over whether the fees are applied or not.
Fees vary depending on the destination country. Taxes are calculated based on the total price of the package contents + shipping costs, and possibly added fees.

You are responsible of the import requirement and cost, as well as, ensuring that the product can be lawfully imported. In particular, please be aware that some of our items may be rejected by customs in your country. We ship our products globally, and while a product may be accepted by one country, it could be rejected by another. As customs policies can change frequently, please check with your country’s authority on food imports if an item will be cleared by customs or not.

When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

 

Payment methods

We accept the following types of payment:
- credit cards (Visa, Mastercard, American Express, JCB, Discover and Diners Club)
- Paypal
- Shop Pay
- digital wallets (Apple Pay & Google Pay)
- Bancontact
- iDEAL.

Prices are displayed in your domestic currency or your selected currency during checkout.

 

Damages and packages lost in transit

If your order was damaged or if your package was lost during transit, please contact us to file a claim with the shipping carrier. A package is considered lost when there's no tracking updates for 30 consecutive days. We will replace all items damaged or lost in transit once the shipping carrier accepts the claim. Orders lost due to incomplete or incorrect information such as wrong addresses, incomplete names, or fake phone numbers do not qualify for item replacements.

 

Missing packages

If you receive a delivery notification but are unable to find the package at the location specified by the shipping carrier, please contact them immediately to report the issue. Failing to contact the shipping carrier promptly will reduce the chances of locating your parcel. Note that we are unable to file a claim for packages marked as delivered.


For any other concerns or issues, please contact us at contact@kyo-chikiriya.com and we will be happy to help you.

 

Cancelling an order

If you wish to cancel an order, contact us immediately at contact@kyo-chikiriya.com.

There's a 5% cancellation fee on cancelled orders which partially covers our payment processing and currency conversion fees.

Orders already shipped cannot be cancelled.

 

Returns / Exchanges

● Sales outside Japan

All sales are final. Due to the nature of our products, we do not accept returns.

However, we want your whole experience with Chikiriya and our products to be as pleasant as possible. If you received a defective item or are otherwise disappointed with your purchase, please contact us at our contact page (or at contact@kyo-chikiriya.com) within 7 days of when the package arrives, and we will do our best to make things right.

To help us understand your case, please save all packaging, teas, and related items before contacting us.

Our current system does not allow us to process returns, so please do not send anything back to us.

We do not accept exchanges of any kind.

● Sales within Japan only

If you received a damaged, defective, or different items from your order, please contact us at our contact page (or at contact@kyo-chikiriya.com) and we will confirm if return or exchange is available.

Upon acceptance, returns must be made within 8 days of receipt of the merchandise.

In any case, we do not accept returns or exchanges of products that have been damaged or soiled by the customer.

 

Refunds

Refunds are only available in accordance with our return policy. There are no refunds offered or promised after 30 days.
If approved, our refund will be processed. It usually takes up to 10 business days to be credited back to your account.

 

Fraudulent activities

We reserve the right to cancel suspicious orders flagged by our payment processor as well as orders containing fake contact information. Cancellation fees may apply.

Attempts to commit chargeback fraud or refund fraud will be reported to local authorities and to federal cybercrime agencies.


For any other concerns or issues, please contact us at contact@kyo-chikiriya.com and we will be happy to help you.