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Frequently asked questions

If you have additional questions, please contact us through the contact page or the chat box on the edge of your screen.

How long does delivery take?
Each country is different, especially due to the ongoing difficulties. See the latest shipping information by clicking right here.
What services do you use for delivery?
We are mainly focusing on using Yamato Transport and UPS right now, though we are offering Japan Post on request. Japan Post will be cheaper, but it will usually take 1-4 months for delivery.
Where do you ship from?
Most of our products are shipped from Japan, but we have some in stock in the U.S. Products in Japan can be shipped globally (with some restrictions), but products in the U.S. can only be shipped within the U.S.
Are there any restrictions on shipping to certain countries?
Yamato Transport only ships to businesses in these countries: Canada, Mexico, China, the Philippines, Mongolia, India, Argentina, Paraguay, Brazil, Venezuela, Portugal, Russia, Qatar, and Saudi Arabia If you order from one of these countries, we must ship through Japan Post or UPS.
Are there any requirements to ship from Japan?
Yamato Transport and UPS require a phone number for each order. If you do not supply us with a phone number, we cannot ship your order. If you didn't submit your phone number when placing your order, please contact us ASAP with your phone number and order number.
Will there be import duties and taxes on the packages?
There aren't any import fees levied on packages to the U.S. and a few other countries, but there almost certainly will be import duties and taxes for all countries in Europe, some in Asia, and some in Africa. Packages shipped through Yamato Transport and UPS typically have mandatory taxes and fees placed on them. We are working on figuring out how to ensure packages aren't overtaxed or aren't taxed when they are well below the taxation thresholds. According to laws we have seen, many of these packages shouldn't be charged taxes and fees, but still are, i.e. they are below the tax/fee threshold.
Is there any way I can avoid import duties?
The best way to avoid this is by purchasing inexpensive products and shipping through Japan Post. For most countries, it will take 2-3 months to deliver through Japan Post, but some countries, like the The Netherlands, it will take a week or two. If you would like to ship through Japan Post and accept the increased delivery time, please contact us so we can prepare the package. Shipping will be cheaper through Japan Post. We are working on an automatic, complex shipping method to best serve our customers.
Can you mark a package as a gift in order to avoid import duties?
Marking a package that is not a gift from Hanami Clothing (which operated Kimono Dream Shop) to you is a violation of law. We try not to break laws, so we are unable to fraudulently mark orders as gifts.
What payment methods do you accept?
We accept all major credit cards. All credit card transactions are securely processed through Shopify.
EU Customers: You can save at least 5% by making a direct deposit into our bank account. Details will be on the checkout page. Shopify charges currency exchange fees, and you only need to pay 98% of the price when using bank transfer. We will provide you with a voucher beforehand so you can see the exact dollar amount required before making your payment. To see the correct price when using bank transfer, we suggest using an online currency exchange calculator.
PayPal: We do not accept PayPal because the company doesn't refund their hidden currency exchange fees (~4%) and transaction fees (3-5%).
Do you accept payments via PayPal?
PayPal: We do not accept PayPal because the company doesn't refund their hidden currency exchange fees (~4%) and transaction fees (3-5%).
Instead of increasing our prices to make up for the fees that they explicitly lie about and charging customers an additional 10% restocking fee when returning or exchanging products, we instead do not accept PayPal and focus our efforts on getting better deals and improved customer service by using bank transfer and Shopify Payments.
Is there any way to lower the shipping costs?
Shipping through Japan Post is cheaper, but it depends on the shipping method and which products are being sent. This will also usually take 2-3 months for delivery. Some countries, like Canada and France, may take 1-2 months for delivery even using Japan Post airmail. (It usually takes 1-3 weeks for delivery with airmail.)
Will shipping always be handled in this way?
Up until COVID-19 caused shipping disruptions, we almost exclusively used Japan Post for packages. Once the disruptions are over and we can trust Japan Post again (which will be at least a few months after Japan Post re-opens shipping to all routes), we will start to offer Japan Post as an option.
Can I return or exchange this product I bought?
We accept returns and exchanges on all items within 14 days of delivery, but there are some restrictions. 1. If the product is defective and doesn't match our descriptions, we will pay for shipping. 2. If the product matches our descriptions, then you will be responsible for return shipping as well as a 20% restocking fee. 3. In order to help lower the shipping fees, we may have you send the product to an associate we have in your region instead of back to us in Japan.
I am ordering this as a gift for someone else. Can you leave out the price details on the package?
In order to slightly decrease our resource usage, we don't include receipts inside our packages. With our current shipping methods, we need to list the prices of each item on the package.
I am looking into selling your products in my shop. Can you sell them wholesale?
We are happy to sell wholesale, though we don't offer any products on our site as wholesale. Contact us with your store information and we will give you details on how to view and order wholesale products.
Can I reuse the plastic bag the products are in?
We purposefully use plastic zipper bags when shipping all of our products in order for you to be able to reuse them. We are working on using biodegradable packaging when possible, but the best thing to do with everything is to reuse them if you can. We are currently looking for biodegradable alternatives to these plastic bags, but please give new life to these instead of throwing them away after receiving your products. If you would like to use them for food, please wash the inside first.
Do you try to limit your impact on the environment?
We use paper and biodegradable packaging whenever possible, and we use only as much as needed. UPS charges $7 when the product isn't shipped in a cardboard box, so we basically have to ship everything in cardboard boxes. The same goes for Yamato Transport, though we sometimes use plastic mailer bags. When we ship with Japan Post, we use strong paper envelopes for smaller packages and plastic mailer bags for larger packages. We are looking for biodegradable mailer bags for larger packages, as well as strong, durable paper shipping envelopes in the U.S. If you know of how we can obtain these, please contact us. Our previous supplier of these materials stopped making biodegradable mailer bags and is having severe stocking issues of paper mailers due to the current situation.
How can I contact you?
You can either chat with us live using the chat window on the right (hours of availability vary) or through the Contact Us page.