Shipping policies
" From Japan to your home "
Before we get into specifics, let us be clear on our shipping "philosophy":
Our goal is to offer you the best shipping options, no matter where you live.
Every month, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.
I. SHIPPING
Shipping method
There are 2 different available shipping methods.
- EMS / DHL
The fastest delivery (but the most expensive), usually within 4 to 6 days to Europe, North America and Australia.
EMS or DHL is insured up to 30,000 yen in case of loss or damage.
- AIRMAIL eco
Delivery will also take about 14 to 21 days to Europe, North America and Australia and parcels have a tracking number.
Shipping process
At Akazuki, we take shipping very seriously and We want to get things to you as quickly as humanly possible.. Each parcel is carefully packed and labeled by hand.
Every order is prepared within 48 hours after the payment confirmation (except Saturdays, Sundays and Japanese holidays). If there should be any unexpected delays, we would inform you by email.
We are based in Fukuoka, Japan and all your orders will be shipped from this location.
As soon as your parcel is taken care of by the carriers, you’ll receive a shipping confirmation e-mail with your tracking number.
Shipping cost
The cost of the shipping depends on the weight of your entire order and its destination from our warehouse. You can get an estimate directly in our checkout page.
Free shipping campaign
AKAZUKI will decide on which shipping method to use. Most of the parcels will be sent by AIRMAIL ECO.
II. DELIVERY ISSUES
Whatever you do, please send us an email first with your order number!
We believe that good service and happy customers are of utmost importance for a successful business. We will always be here to listen to every complaint and try to find the best solutions for all. Please contact us if you have any questions or complaints, and we will do our best to satisfy you. You will find below the different policies we usually apply in case of different problems. Any reclamation done after 3 months will not be considered. Please send an e-mail including your order number at sales@akazuki.com
Retention: If your package is in “Retention” it normally means that it is being held at the local post office and waiting to be picked up. Please contact your local postal service to arrange for picking up or redelivering of the package to your address.
Delay: for SAL shipment, we’ll wait 40 days before worrying about your parcel. First, go to you Post Office and ask if a parcel is not waiting for you. Then, if you still haven’t received it, please contact us after the 40 days. Don't forget that after 3 months, your case is closed. For SAL Kakitome, Airmail Kakitome and EMS shipments please go to the online tracking service to track your order. If you have lost your tracking number, please send us an email to request it again.
Damage: If a product has been broken or damaged during the delivery, please e-mail us as soon as possible after receiving it and include pictures of your damaged item. We will respond quickly.
Mistake: We are terribly sorry, please accept our sincere apologies. Contact us immediately.
Parcel returned back to us: If your parcel has been returned back to us, we'll contact you to reship it. Depending on the reason (unknown or mistaken address, unclaimed parcel), the re-shipping cost may lie with you or with us.
III. TAXES & CUSTOM FEES
Import duties and tariffs are not included in the price of your product. These supplementary costs are the customer’s responsibility
Customs duty and other taxes may be charged when a shipment reaches your country. If applicable, please pay those costs directly to the delivery agents or the customs office. Policies on those taxes vary in each country. Please contact the customs office at your country for more details.
You understand that when you purchase from us you are importing goods from Japan, and as such, certain import duties or tariffs may be charged by your local customs agency. The amount charged will depend on the total price and type of products in your order. Since the rate of duty differs from country to country, we must ask the customer to find out if and how much duty you will be required to pay. This information is usually freely available on customs agency websites.
Be aware that we will have to display the full value of your purchase on the customs label with no exception.
U.S.A customs - Canada Border Service Agency - Douanes Belge - Douanes Suisse - Germany, Zoll - UK customs - Australia
IV. Return & Refund Policy
If you are not entirely satisfied with your purchase, we're here to help.
Returns
you have 15 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.