Shipping Policies

Updated 08/01/24

Important Information about International Shipping

Shipping with Asendia

In an effort to keep initial costs low, we are partnering with a new shipping service called Asendia! This service, while cheaper, does have a longer shipping period than USPS and FedEx on average.

Our economy international shipping method makes use of a consolidated shipper. Your order is shipped with other orders and sent to a distribution site. While your package is in transit to this site, the label can't be scanned and movement won’t be reflected on the tracking link. When it arrives at the sorting facility, your tracking should update more frequently.

Below is the Asendia tracking page. Your tracking number can be found in your shipping confirmation email.
https://a1.asendiausa.com/tracking/

I live in a country where English is not the primary language. How should I write my address?
Due to system limitations, please make sure that your address for all orders are written using only Roman/Latin characters. We cannot fulfill any orders where the address is written in non-Latin/non-Roman characters.
Example:
INCORRECT: 〒105-0011 東京都港区芝公園4-2-8
CORRECT: 4-2-8 Shibakoen, Minato-ku, Tokyo, 105-0011

I need my item sooner than your website states I will receive it.
We will always try to get every order shipped out as fast as possible, usually within 2 weeks (due to COVID). Unfortunately, we cannot control the postal service or how quickly items are shipped outside of our standard fulfillment timeline.

What happens if my package gets returned to sender?
If we receive a returned package, we will attempt to contact you and reach a solution to ensure that you receive your order. In some cases, we may determine that it's safer for us to send it to a secondary address.

If I pay for priority/express shipping, do I get my order faster?
As a general rule of thumb, the more you pay for shipping, the faster you will receive it. However, please note there is a difference between shipping time and fulfillment time. Fulfillment covers the time it takes us to receive your order, pick the item(s), package the order, and prepare it for shipment. Shipping covers the time it takes for your package to travel from our warehouse to your door. We will always handle fulfillment as quickly as possible, but once a package is picked up by the postal service we have no control over how quickly it gets delivered to you.

What currency do you use?
All prices on our site are listed in USD.

Do you ship worldwide? 

Currently, we do not ship to the following countries:

Afghanistan, Algeria, Belarus, Bhutan, Brunei, Caribbean Netherlands, Central African Republic, Chad, French Guiana, Guadeloupe, Haiti, Indonesia, Iran, Israel, Laos, Lebanon, Liberia, Libya, Martinique, Mayotte, Mongolia, St. Pierre & Miquelon, Morocco, Niue,  Papua New Guinea, Réunion, Russia, Samoa, Sierra Leone, Solomon Islands, South Sudan, Sudan, Syria, Timor Leste, Turkmenistan, Tunisia, United Kingdom, Ukraine, Yemen

Please also see USPS for any international service disruptions & suspensions.

I'm in the EU. Do I have to pay VAT for my purchase?
Yes! You will need to pay VAT when your item arrives via the postal carrier that delivers the package. You are responsible for any additional fees the carrier may charge for VAT collection or otherwise.

Please note that we cannot mark your order as a gift. If your items are not paid for, they will most likely be returned to sender and end up back at our warehouse. In these cases, we will refund you the cost of the merchandise, but cannot refund the shipping and handling fee.

Please note that if you are outside the United States that you may be asked to pay import fees to the carrier service before you receive your order.
Please use the following links to find additional information on importing if you live in: Japan, Canada, or Germany

The website is saying my address is wrong, but I definitely live here!
To prevent fraud, we use various forms of security and verification processes for online purchases. In rare cases, an address just doesn't cooperate with this. Try Googling your address and see if it suggests a different format or punctuation. If you still aren't having any luck, please email us and we will work together to find a solution.

What does your returns process look like? 
We accept returns for any reason* within 30 days since the order has been shipped (90 days for international orders). Just ship the item(s) back to us in the condition you received them to the following address:

Upon receipt, we will refund the cost of the item(s), not including shipping and handling. Please email us with your order number if you would like to make a return outside of this timeline, or have any questions or concerns regarding a return. 

*Returns for jewelry items will only be offered as store credit, not a full refund to your payment method. 

For more information on returns and refunds, please check our FAQ page.