Q. DO YOU SHIP INTERNATIONALLY? / DO YOU SHIP TO MY COUNTRY?
Yes! We ship orders worldwide.
However, there are some items that can not be shipped to certain countries as requested by the maker.
See Shipping & Store Policy here for more information -->
Q. HOW MUCH IS THE SHIPPING COST?
Shipping cost is determined by weight of the package, which country to ship to, and the method of shipping you select. You can use shipping calculator to find out how much the shipping cost will be for items you purchase before you check out. This can be found at the bottom of the cart page.
Please see our Shipping & Store Policy here for more information -->
Q. WHEN WILL I RECEIVE MY ORDER?
All orders are normally shipped out in 1-5 business days which does not count Saturdays, Sundays and Japanese public holidays.
After your order is dispatched (we send out shipping confirmation email) you can expect your order to arrive in following standard times depending on the shipping option you selected:
EMS - 3-5 business days
Registered Airmail - 5 to 15 business days
E Packet Light Economy - 2 to 4 weeks
International Parcel by Sea/Surface - 2-3 months
All lead times shown above are estimates through third party shipping company Japan Post, and UGUISU is not responsible for any delays.
When there was a delivery attempt while no one is available to receive the package, you will be required to arrange re-delivery. After a certain period of time when you don't respond to this the package may get returned to our store. You will need to pay for postage to get your package re-sent.
Delivery time may be longer for destinations in rural areas.
Please know that there can be delays due to customs and/or duty regulations and procedures. Delivery times may take longer than above standard days, particularly during Christmas and other holiday periods.
Q. CAN YOU LEAVE THE PACKAGE AT THE DOOR?
We can write a note on the package, however we can not promise that the person who delivers the package will do as what the note says.
Q. MY ORDER STILL HAS NOT ARRIVED. WHAT IS HAPPENING?
Occasionally the package does not arrive even after 15 business days or more (when shipped by standard or registered airmail). Sometimes it's it's kept at your local post office because for example the package does not fit in your mail box and it was taken back.
Please contact us and we'll check that the address was correctly shown on the package.
We advise you to contact your local post office for the quickest solution, often the package turns up soon after you contact them. If it still does not arrive, it may have been lost or stolen, please email us and we will request a package search request to Japan Post.
Q. WHEN WILL THE OUT OF STOCK ITEMS BE AVAILABLE AGAIN?
We try to restock items regularly and most items will be available again although some items will not be restocked if they were for limited stock or one-of-a-kinds. You can subscribe to receive restock notification from the product page, just below where it says 'SOLD OUT' to be notified as soon as the item is back.
Q. DO YOU DO WHOLESALE?
We are basically a retailer so we do not provide wholesale.
However we are able to offer bulk purchase discount on most of the items so please contact us if you are interested, it would be great if you would give us a little information about your store too.
*Please note that some items can not be sold for reselling.
Q. CAN YOU SEND MY ORDER TO MY FRIEND/FAMILY IN ANOTHER CITY/COUNRY?
Absolutely! You can set a different shipping address to your billing address. We can send your order to anywhere in the world as long as there is a postal service available. Often it would be more reasonable to send the package internationally from Japan than from elsewhere.
Q. DO YOU OFFER GIFT WRAPPING SERVICE?
YES WE DO!
When you check out, you can tick the gift wrap option which you can add to your order for $2 per gift. Please leave instruction on gift wrapping in the text box. (ie. Which item/s to be gift wrapped, gift message, etc.)
We can handwrite your gift message and attach it to the gift. (optional)
Q. DO YOU HAVE A STOREFRONT?
We had a physical store in Tokyo between 2012 and 2019 but it is now permanently closed and we no longer have a store or a space open to public. If you are staying in Tokyo you can order online and we will ship to your hotel.