FAQ'S
ORDERS
HOW DO I PLACE AN ORDER?
You can place an order online or by contacting customer care. To get help placing an online order, click here.
* Please note that when placing an order with customer care, your credit card must be verified by our payment processor before a successful order can be processed.
I'M HAVING PROBLEMS PLACING AN ORDER. WHAT CAN I DO?
We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact our customer care who will be happy to provide assistance. To contact customer care, click here.
HOW CAN I MAKE SURE MY ORDER WENT THROUGH?
Once you have successfully placed an order, you will be taken to a receipt page. On this page will be your order confirmation number. If you do not see a receipt page after submitting your order, your order has not been placed. A copy of your receipt and order number will also be emailed to the email address that you provided while placing your order. You will receive this email typically within one hour of placing your order.
CAN I ADD/CHANGE ITEMS TO AN EXISTING ORDER?
Unfortunately, once an order has been placed, no additional item(s) can be added to this order. You can simply create a new order with the additional item. To change an item, please notify customer care as soon as possible. Customer care will try their best to cancel your original order before it is processed* and submit a request to refund your original method of payment. You will then be able to create a new order with the correct items that you wish to purchase.
* Please note that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered our shipping process.
CAN I CANCEL AN ORDER THAT HAS ALREADY BEEN PLACED?
If you wish to cancel an order that has already been placed, please contact customer care by clicking here as soon as possible. Please note that orders that have already shipped cannot be canceled.
PAYMENT
WHAT FORMS OF PAYMENT CAN I USE?
Specific payment methods will be detailed at checkout, depending on your shipping country.
I’M HAVING PROBLEMS WITH THE CHECKOUT PAGE. WHAT CAN I DO?
We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement and that all required fields are filled out. If you continue to experience problems placing an order, please contact our customer care who will be happy to provide assistance. To contact customer care, click here.
SHIPMENT
HOW DO I DETERMINE THE SHIPPING CHARGES ON MY ORDER?
We offer free shipping over $50. For orders under $50, shipping charges will be displayed before the payment page, depending on the country of destination.
WHEN WILL MY ORDER SHIP?
For orders placed before 12:00 PM (noon) Japan time on business days, we will do our best to process and ship within the same day, unless there is a problem with the order. Orders placed after this time or on weekends or holidays will be processed on the next business day. (Please note that orders will not be processed or shipped on Saturdays, Sundays, Japanese holidays, and summer and winter holiday weeks.) *Also, after COVID-19, no shipments will be made on Tuesdays for telework due to telework.
- Most orders are processed and ready to ship within two business days, but some orders may take additional time. You will be notified as soon as possible if there is an issue with your order that may cause a delay. Potential delays include
- Incorrect address
- Inaccurate or incomplete payment information
- During the high-volume holiday season, please allow up to 3 business days for order processing.
HOW LONG DOES SHIPPING TAKE?
It depends on the country. Please see the chart. Should you require your order as a rush, please feel free to contact the customer care to best assist you and ensure you choose the correct method of shipping.
HOW WILL I KNOW THAT MY ORDER HAS SHIPPED?
As soon as your order ships, we will send you an email confirming the items in the shipment. It is possible that your order will be shipped in multiple shipments. This email will provide you with what items are in their respective shipment. The tracking information and status of your order can also be viewed.
HOW DO I TRACK MY ORDER?
You can track your order by clicking the link found in the shipping confirmation email or by checking the tracking number on the respective carrier website.
ABOUT OUR PRODUCTS
HOW SHOULD I CLEAN THE KIMONO ROBES?
Our kimono robes are machine washable. However Our SILK robes are best maintained through dry cleaning to protect the silk fabric. Hand washing might cause the coloring of the kimono robe, therefore is not recommended.
Please follow the Washing instructions on the care tag sewn inside the product.
DO THE KIMONO ROBES HAVE A SASH BELT?
The same pattern and fabric belt is included in each kimono robes.
THE ITEM I WANT IS CURRENTLY OUT OF STOCK. WHEN WILL IT BE RESTOCKED?
Please contact customer care who can best help determine the restocking date or notify you once the item is back in stock.
WHERE ARE THE ROBES MADE?
All of our robes are manufactured and sewn in Japan, and are brought to you through strict quality checks.For details, please see the page.