FAQ
About the product
Are all your products made in Japan?
Yes, we carefully select products made in Japan. The place of production is displayed on the product page.
I would like to see the actual product, do you have a physical store?
We operate only as an online shop and do not have a physical store.
Payment
Can I pay by credit card?
We accept VISA, Mastercard, American Express, and JCB credit cards.
My credit card was declined.
For some reason, our security measures may prevent your payment from going through. Please try a different credit card or use PayPal.
About Shipping
Where will the product be shipped from?
The product will be shipped to you from Kanagawa Prefecture.
How long will it take to ship my item?
Items will be shipped within 3 business days. We do not ship on weekends, national holidays, or during long holidays such as the New Year holidays.
Who is the delivery company?
Delivery will be made by Yamato Transport.
Can I change my shipping address?
Changes can be made before shipping. Changes after shipping must be made by the customer.
Cancellation and Returns Policy
Can I cancel?
We accept cancellations before your order is prepared for shipping. If you wish to cancel, please contact us at the address below.
Please note that once your order has been packed, it cannot be cancelled.
cancellations.support@kokowa.co.jp
I received a damaged item.
Please contact us at the email address below within 48 hours of receiving the product, attaching a photo of the damaged product and packaging. We will arrange for a replacement product to be shipped or a refund will be issued.
support@kokowa.co.jp
Can I return it?
Returns are accepted within 14 days of receiving the product.
Items must be in the same condition as when they were delivered (unused, unworn, with tags and in the original packaging). Sale items cannot be accepted.
Shipping costs will be borne by us if the product is defective, but will be borne by the purchaser if the return is due to customer reasons.