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.
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?
Yes! (Please note due to COVID this may depend on which countries have post offices and mail reception operating.)
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.
Due to the changes in the United Kingdom’s VAT tax as a result of Brexit, as of 01/01/2021, we can no longer sell or ship any orders to the United Kingdom.
Sadly, there is no known timeline for when we will be able to resume shipping to the UK. We will continue to keep an eye on this issue and hopefully find a resolution so we can once again ship to our UK fans.
Why is my post office charging additional fees to receive my order?
If you are ordering from outside the United States, you may be charged customs or duty taxes. Innersloth is not responsible for these charges as they are a result of your individual country's importing and tax laws.
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:
PMC Fulfillment Warehouse
9660 153rd Ave NE
Redmond, WA 98052
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.