Handling time: We display an average handling time on each product page: this indicates the time it takes before we can ship your order; for example if we order fresh food items from our supplier. Please note that since the pandemic, handling times may be longer than indicated, as production, raw materials and staff availability have been impacted. In order to avoid damages, our dispatching team takes the greatest care to protect your order. We have ample experience in shipping even fragile items all over the world. 

Delays: If we expect a big delay in the handling time (time it takes before we can ship your order), we will notify you as soon as possible and you can decide to wait for- or cancel your order. If we receive no response to our notification, we will proceed to ship the order at the earliest possibility. If you have a strict deadline, please contact our Support team at the time of your order so that we can make sure we can respond to your timeline, or offer an alternative.  

Shipping: As soon as your parcel is picked up by the selected shipping company, you will receive a shipping confirmation e-mail. Once the order has shipped, we can no longer cancel the order and the only option would be a return. You can track your order with Japan Post here, as well as with your local services. For DHL orders please see here.