Frequently Asked Questions

Didn't find the answer to your questions on our FAQ page? If your inquiries persist, feel free to contact us for further information. Please expect an answer from our dedicated team within 3 business days. * We are closed on Saturdays, Sundays, and public holidays.




A. Order & Coupon

An automated email response titled "[kawashima the japanstore] Notification of Order Acceptance (automated mail)" will be sent once an order is placed. For orders experiencing shipment delays, product shortages or other unforeseen circumstances, we will contact you by phone or email to update the latest status. For payment methods via bank transfer, please check the contents of the automated mail before making the payment. After payment is confirmed, the item(s) will be shipped. We will send you a notification email with the package slip number when the shipment is completed. Kindly be patient until your order delivery is received.

If you do not receive an email from Kawashimaya, the following might apply:

i. The email address you entered is incorrect.
Kindly contact infojapanstore@kawashima.shop to inform the correct email address, and we shall amend the information accordingly.

ii. Emails from our shop may be automatically stored in the junk email folder or spam folder.
Please check your junk mail folder. In addition, some domains may reject emails as a measure against spam, therefore please allow email domain from "infojapanstore@kawashima.shop".

(About address change, quantity change, product addition, bundled orders, cancellation, etc.)

Once the order enters the ‘Shipment is on the way’ status, you cannot modify the order. In the case of an order cancellation or order modification request, please email us (infojapanstore@kawashima.shop) right after placing an order. An order update email will be sent to notify customers regarding the order. However, please note that we may not be able to meet the ‘Requested Delivery Date’.

We currently do not accept orders by phone, fax or email. Please order through the website.

We do not accept bundled shipments. We accept cancellations only before preparation for shipping, so please contact us by email (infojapanstore@kawashima.shop). Kindly reorder after cancellation. Please note that we do not accept changes after the product is ready for shipping.

We have the limited-time coupon that will show up on our website (if available) and an exclusive coupon for our newsletter members. Subscribe to our newsletter now to get updates on promotions and coupons.

Please enter and apply the code at the "Discount code" box on the checkout page. The price calculation will automatically be changed after the valid coupon code is used. Coupon code cannot be combined with other discounts; please note beforehand.

Once the order enters the ‘Preparing to Ship’ status, you cannot modify the order. In this case, we will need to cancel your order before the ‘Preparing to Ship’ status. An order update email will be sent to notify customers regarding the order.

If you want to revise your order using the coupon code, please contact us before entering ‘Preparing to Ship’ status. Kindly place a new order once we have canceled your order using the coupon code available.

Please contact us about the desired product, quantity, and delivery date. We will check with the manufacturer regarding stock availability and reply as soon as possible.

If you are interested to order as our business partner, please contact our team from this page and send us the message using the email form available. (B2B may be eligible for special discounts, terms and conditions may apply)

We strive to provide our customers with the most convenient online shopping experience. We make every effort to ensure quality control, however if the product is defective or incorrect, kindly contact us by email within 7 days after receiving your order. Returns and exchanges of products are eligible under certain conditions. Click here for details on return and exchange

Yes! Kindly use our Japanese site here

We currently do not provide gift wrapping services.

If you are having trouble placing an order online, try refreshing the webpage or check your device.


B. Payment

The accepted payment methods are as follow:
1. Paypal
2. Credit card

Please note that customers are responsible for paying additional handling charges or transaction fee if applicable. More details here.

Once the order enters the ‘Preparing to Ship’ status, you cannot modify the order. In the case of an order cancellation, kindly email us (infojapanstore@kawashima.shop). An order update email will be sent to notify customers regarding the order. However, please note that we may not be able to meet the ‘Requested Delivery Date’.

Please let us know the name of the payer by email (infojapanstore@kawashima.shop) so that we can proceed to confirming the payment transfer.



C. Product & Stock

Please contact our team by email (infojapanstore@kawashima.shop) for the restock information. Due to the limited product stocks and different products’ arrival time, the details for product restock may differ. Please note that certain products may not be able to be restocked.

We accept pre-orders only for products that have [Pre-Order] mentioned in the product title. We currently do not accept product reservations.

We currently do not accept these orders.

We do not own product catalogs at the moment.

We currently do not provide gift wrapping services.

No. We only operate through the online platform.


D. Shipping & Delivery

Kawashimaya mainly uses EMS and FedEx for the delivery of international orders. Therefore, the average time for shipment delivery is about 3-8 business days. Please refer to this page.

Products are shipped as soon as they are ready. However, depending on the products such as made-by-order products, it may take several days to ship. Please note that we do not ship on Saturdays, Sundays and Japanese holidays.

Once the order is shipped, we will notify customers via email on the EMS/FedEx tracking number. Please refer to the tracking number for updates on shipment whereabouts.

Update (as of November 2020): Due to the Covid-19 pandemic, you may experience shipments delay over typical delivery times. The slowdown is expected to take 2-3 weeks. Please be patient as we work to get shipments out as quickly as possible, with everyone’s safety in mind. Tracking information for international packages may take 72 hours after fulfillment to display properly. We appreciate your kind understanding.

KAWASHIMAYA mainly uses EMS and FedEx for the delivery of international orders. Therefore, the average time for shipment delivery is about 3-8 business days. Please refer to this page. In some circumstances, we may not meet your requested delivery time.

KAWASHIMAYA only provides EMS or FedEx for the delivery company at the moment. Please note that we can change the delivery company without any prior notice in the case that the chosen service, for whatever reasons, is not available for the destination of the recipient.

Currently, EMS has temporarily suspended the delivery to several countries. In this case, we will automatically change the delivery option to FedEx.

Yes. Please refer to this page for international shipping fee.

If the name of the buyer and receiver are different, the "shipping form" will exclude the order amount in the delivery note. If you do not wish to receive a "delivery note", please fill in the remarks column at the time of purchase.

Yes. If you wish to receive an invoice, please notify it in the remark columns along with the "address" and "description". In addition, you can download the PDF version of the invoice by email when the shipment has been completed. For issuance of invoice using shopping points, the amount reflected on the invoice will be the discounted amount.

We have introduced SSL * 1 (electronic authentication system) and the communication is encrypted. * SSL (Secure Sockets Layer) is the encryption of information used as a means of maintaining the security of communications on the Internet.

No. We currently do not provide this service.


E. Returns, Exchanges, and Refunds

In the case of "faulty", "defective" and/or "wrong shipment", we would like to make it up to you! Please contact us by email (infojapanstore@kawashima.shop) within 7 days after the item arrives. The email should contain details of the issues and pictures of the item or screenshot that clearly capture the faulty or defective portion. This information will help us investigate and resolve the issue.

Customers may keep the faulty product. Please contact us by email (infojapanstore@kawashima.shop) within 7 days after the item arrives with a concise email containing details of the issues and clear pictures of the faulty or defective portion. Exchanges are under the discretion of Kawashimaya. If the exchange is approved, Kawashimaya will prepare the re-shipment of products. Delivery cost for re-shipment will be borne by Kawashimaya. Please note that we do not accept exchange requests without prior email confirmation or if the deadline has passed. Click here for details.

Please be informed that Kawashimaya is not liable for any loss, damages or delay arising directly or indirectly by the carrier during transportation. Shipping fees are non-refundable.

KAWASHIMAYA only supports refunds for rare circumstances, such as faulty and missing products. Therefore, if customers encounter issues that request a refund, kindly email us (infojapanstore@kawashima.shop) so that we can take the necessary steps to refund the order. Customers may keep the delivered product.

Refunds will be issued with the same method for the original payment. Refund receipt time may vary according to the respective credit card policy. Please contact your credit card provider for this matter.

If there are further questions, please make an inquiry to our customer support so that we may offer additional help.


F. Custom & Tax

When ordering from Kawashimaya, customers are responsible for assuring the product can be lawfully imported to the destination.

The recipient is the importer of record and must comply with all laws and regulations of the destination. Orders shipped outside of Japan may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; Kawashimaya has no control over these charges, nor can Kawashimaya predict what they may be.

Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Note:
Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment.


Yes. Please email us if you require any specific documents that KAWASHIMAYA can provide for customs clearance.


G. Account

The following informations will be available as the benefits by logging in to ‘My Account’ page:

・ Track order history
・ Store multiple shipping addresses
・ Customize My Wishlist
・ Checkout your order faster
・ Subscribe to our Email Newsletter for latest informations and coupons

Please contact us by email to change the registered email address.

Please contact us by email for any information change.

We’re sad to see you leave.

You can terminate your account by sending a request email to infojapanstore@kawashima.shop.

We’re sad to see you leave.

If you want to stop receiving emails, click on the ‘unsubscribe’ button at the end of the email. Alternatively, contact us via email.

If you've forgotten your password, you can reset it through our password assistance process on our website by clicking on "Forgot your password?".
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