FAQ
I. Discounts and How to Use Them
Q: How do I apply a discount code to my order?
A: Discount codes can be applied on the Checkout page. After proceeding to the checkout, look for the field labeled "Discount code" or "Gift card or discount code" (usually on the right side on desktop, or under the order summary on mobile). Enter your code and click "Apply" to see the discount reflected in your total. Please note: Codes cannot be applied on the Cart page.
Q: Can I use multiple discount codes on one order?
A:No. Our system allows only one order-level discount code to be applied per purchase. If you qualify for multiple offers, please choose the code that gives you the best savings!
Q: What are the main discount codes you offer and their conditions?
A: We currently offer three main discount tiers:
- NEWBIE10 (10% OFF): Exclusively for first-time customers. Limited to one use per customer.
- THANKYOU15 (15% OFF): Our special offer for returning customers who have placed at least one previous order.
- VIP20 (20% OFF): Available on all orders with a subtotal of ¥150,000 JPY or more.
II. Shipping, Handling, and Customs (Crucial for International Orders)
Q: How long does it take for my order to arrive?
A: All orders ship from Japan via DHL Express. Delivery involves two steps:
1. Processing Time: Orders are processed within 3–5 business days (excluding Japanese weekends and holidays).
2. Shipping Time: Delivery typically takes 7–14 business days from the shipping date. Please note that times may vary depending on customs clearance and local conditions.
Q: How much is shipping and is it insured?
A: Shipping costs vary depending on the destination. The cost will be automatically calculated and displayed at checkout via our DHL (API) service. All shipments are sent via express, trackable service (using DHL) and are fully insured against loss or damage to protect your high-value purchase.
Q: Who is responsible for customs fees and import duties?
A: You, the recipient, are responsible for all import duties, taxes, and brokerage fees levied by your country. These charges are not included in the product price or shipping cost. Please check with your local customs office for details before ordering.
Q: What happens if I refuse the package due to unpaid duties/taxes?
A: If a package is refused due to unpaid duties or taxes, the cost of return shipping and any associated fees will be deducted from your refund. We highly recommend arranging payment with the carrier or customs office promptly.
III. Product Specifics and Authenticity
Q: How do I assemble the Samurai Armor or Kabuto?
A: Products requiring assembly are designed to be straightforward, and assembly instructions are included. You can also find video and guide links on our [Culture] page or the specific product page for assistance.
Q: How should I care for and store the armor or folding screen?
A: To maintain the quality of the product, please keep it away from direct sunlight, high humidity, and extreme temperature changes.
Q: Are the pieces authentic and made in Japan?
A:Absolutely. Every item we sell, from Samurai Armor to Byōbu screens, is an example of authentic Japanese craftsmanship, handcrafted by skilled artisans in Japan. We stand by the heritage and quality of our products.
IV. Payment and Policies
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, Amex, etc.) via Shopify Payments, as well as PayPal.
Q: What is your return/refund policy?
A:Returns must be requested within 14 days of delivery. We only accept returns for unused items. Due to the high value and specialized nature of the product, careful packaging is required for returns. For full details, please review our Refund Policy link at the bottom of the page.
V. Pricing & Currency
Q: What currency are your prices set in?
A: All of our product prices are denominated in Japanese Yen (JPY).
The currency displayed on our store (e.g., USD, EUR, etc.) is an estimation based on the current exchange rate and may fluctuate slightly. The final charge processed at checkout will always be in JPY.
VI. Taxes & Duties
Q: Will I be charged customs duties or import taxes?
A: Yes, you may be. All international orders may be subject to import duties, customs taxes, and/or VAT upon arrival in your destination country. These charges are the sole responsibility of the buyer (customer) and are not included in the item price or shipping cost. We recommend checking with your local customs office for estimated costs before placing an order.
VII. Returns & Exchanges
Q: What is your return and exchange policy?
A: We accept returns within 30 days of delivery. The item must be unused and undamaged. Please note that customers are responsible for return shipping costs. For the full return criteria, exchange process, and refund details, please see our Refund Policy.