Shipping policy

Shipping Policy

International Shipping

Japan Heartful Store ships worldwide and works with trusted international shipping partners to deliver your orders safely and efficiently.

Shipping charges are calculated at checkout based on package dimensions, weight, destination, and the selected shipping method.

Order Processing Time

Orders are typically processed within 1–3 business days (Monday–Friday).

Please note that certain products may require additional preparation, sourcing, authentication, verification, inspection, or handling time depending on product availability and order conditions.

Processing times may vary during holidays, peak seasons, and periods of high order volume.

Estimated Delivery Times

Express Shipping: 2–5 business days (Monday–Friday)

Economy Shipping: 5–14 business days (Monday–Friday)

Delivery times shown are estimates only and are not guaranteed.

Actual delivery times may vary depending on:

  • Customs clearance procedures
  • Weather conditions
  • Carrier delays
  • National holidays
  • Destination country circumstances
  • Remote delivery areas

Duties, Taxes & Customs Fees

All international orders are shipped on a duties and import taxes unpaid basis (commonly referred to as DDU).

This means:

  • Product prices displayed on our website do not include import duties, VAT, customs fees, or local taxes unless otherwise stated
  • Additional charges may be imposed by customs authorities or shipping carriers in the destination country
  • Customers are responsible for paying any applicable customs duties, taxes, import charges, and related fees

If you are unsure whether these charges may apply, we recommend contacting your local customs office before placing your order.

If an order is refused, returned, or not completed due to unpaid customs duties, taxes, or import fees, return shipping costs and related charges may be deducted from any eligible refund.

Shipping Carriers

We use trusted international shipping providers, including:

  • FedEx
  • DHL
  • EMS (Japan Post)
  • OCS
  • International ePacket Light (Japan Post)

Shipping carriers may vary depending on destination, package conditions, and operational circumstances.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information.

Tracking availability may vary depending on shipping method and destination.

Order Changes

If you need to change your shipping address or order information, please contact us as soon as possible at:

info@japanheartfulstore.com

Changes can only be made before shipment.

Customers are responsible for providing complete and accurate shipping information.

Orders returned due to incorrect, incomplete, or undeliverable address information may incur additional shipping fees.

Lost, Delayed, or Damaged Packages

If your package is lost, delayed, or damaged during transit, please contact us.

While delivery services are provided by third-party shipping carriers, we will make reasonable efforts to assist customers with shipment investigations and communication with carriers whenever possible.

Returns Related to Shipping Issues

If a shipment is returned due to unpaid duties and taxes, refusal of delivery, or an incorrect or incomplete shipping address provided by the customer, any return shipping costs, duties, taxes, and related charges may be deducted from any eligible refund.

Please also refer to our Return & Refund Policy for full details regarding return eligibility and refund handling.

For Customers in the European Union and United Kingdom

Customers in the European Union and the United Kingdom may have additional rights under applicable consumer protection laws regarding delivery, cancellation, and refunds.

If your order experiences a substantial delay beyond the estimated delivery timeframe, please contact us at info@japanheartfulstore.com, and we will work with you to provide assistance and an appropriate resolution where applicable.

Where required by law, applicable consumer rights shall take precedence over this policy.

Contact Us

If you have any questions about shipping, customs, or your order, please don't hesitate to contact us:

Email: info@japanheartfulstore.com
Contact Form: Get in touch
Phone: +81 90-5874-9087

Company name: Japan Heartful Store
Customer service hours: 9:00 am - 5:00 pm JST (Mon - Fri)

For official seller information and legal address, please refer to our Legal Notice / Information Based on the Act on Specified Commercial Transactions.