Frequently Asked Questions (FAQ)

Frequently Asked Questions

Where do you ship from?

All orders are carefully prepared and shipped directly from Aichi, Japan.

Do you ship internationally?

Yes. We ship Japanese products to many international destinations. Shipping availability may vary depending on the destination and product.

How long does shipping take?

Estimated delivery times vary depending on the destination, shipping method, customs processing, and local postal services. Please see our Shipping Information page for more details.

Will I receive tracking information?

Tracking information is provided when available. Once your order has been shipped, available tracking details will be provided.

Are your products authentic?

Yes. Our products are sourced directly in Japan. We carefully select and prepare products before shipping.

Will I have to pay customs duties or import taxes?

Customs duties, import taxes, and other fees may apply depending on your country's regulations. These charges, if applicable, are the responsibility of the customer.

Can I cancel my order?

Orders may be cancelled within the cancellation period available after purchase. Once an order has entered processing or has been shipped, cancellation may not be possible.

Can I return an item?

Please review our Return & Refund Policy for information regarding returns, refunds, damaged items, and order issues.

What should I do if my order arrives damaged or there is a problem?

Please contact us as soon as possible and provide your order details and clear photos of the item and packaging. We will review the situation and assist you accordingly.

How can I contact Japan Kokoro Shop?

Please use our Contact Us page. We will respond as soon as possible.