SHIPPING & STORE POLICY
SHIPPING - WE SHIP WORLDWIDE
All orders are shipped internationally from Tokyo, Japan using Japan Post mail services.
Shipping cost is determined by weight of the package and destination (to the US it starts from $6) and delivery times depend on the shipping option you select.
UGUISU carefully packs and ships each order within 5 business days of purchase.
From June 1st 2018, packages are not shipped on Saturdays, Sundays & Japanese public holidays if shipping option other than EMS is selected.
If you would like to expedite your order processing time, please leave the message in the special instruction box upon checkout or email us.
Shipping includes handling fee.
All custom duties and taxes are the responsibility of the customer.
You can use SHIPPING CALCULATOR to get the shipping estimates at the bottom of the cart page.
STANDARD DELIVERY TIME
Please note that delivery times during November and December may take longer than standard delivery times shown below.
We are not responsible for the custom delays.
EMS shipping would be the fastest and most reliable option, we do not recommend SAL economy shipping during these months if you would like to make sure to receive your order before Christmas.
EMS: 3-5 business days
Registered Airmail (E-Packet) : 5 to 15 business days
SAL Economy: 2-4 weeks+
All lead times shown above are estimates through third party shipping company Japan Post, and UGUISU is not responsible for any delays. UGUISU is not responsible for any import taxes or duties imposed by the country of import.
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 times, particularly before and during Christmas and other holiday periods.
If you would like your order to be processed sooner or have any special instructions/requests, please feel free to email us and we will do our utmost to accommodate your request.
INTERNATIONAL SHIPPING OPTIONS
We currently offer the following shipping options and you can choose your preferred way of shipping. All shipment will be carried by Japan Post and then to be handed over to the postal service in the country of the recipient.
[ SAL ECONOMY (E-Packet Light) ] -With Limited Tracking, No Insurance, 2 weeks+
This is the most reasonable option for all international shipments. The package will have tracking number but it may not be fully trackable in some countries after the package leaves Japan. Package does not require signature.
We recommend you to select Registered airmail or EMS options for purchases of higher value as this shipping option does not have insurance.
*This shipping option is currently available to the following countries only:
US, Canada, Australia, New Zealand, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Russia, Spain, Sweden, Switzerland & UK
[ REGISTERED AIRMAIL (E-Packet) ] - Limited Tracking, Signed for, Insured / 5-15 business days
This shipping option provides tracking number and insurance for up to US$50. Packages are fully trackable for deliveries to the US on USPS website. In some countries (such as Canada and Australia) tracking information will not be updated until after a few weeks, or never in some cases, but we will be able to request package search request through Japan Post if packages do not arrive after over 3 weeks.
We recommend you to choose EMS shipping option for orders with purchase amount total over US$50.
Registered Airmail packages will be delivered to you in person requiring signature. When there was a delivery attempt while no one is available to receive the package, you will need to arrange re-delivery. Please look out for the notice or check the tracking.
[ EMS ] - Full tracking, Signed for, Insured / 3-5 business days
This is the fastest shipping option available. We recommend customers to select this shipping option if you would like to receive your order quickly or if the purchased amount total is over $80.
If the package is stopped at customs it can take longer than the above standard delivery time (especially for deliveries in the Europe), and in some countries the package gets delivered only after you pay the custom fee. Custom fee and any other taxes are to be paid to your country and we are not responsible for this.
[ FOR ALL SHIPPING OPTIONS]
*Some items can not be shipped to certain countries due to the conditions set with the makers and in this case it is shown in each product page. If items specified as unavailable for shipment to the country is ordered for applied address, your order may be canceled.
*We can not ship items to package forwarding companies. If you placed your order with the shipping address being a forwarding company we will email you and ask for another address or we may have to cancel your order.
All international shipping is calculated by weight of the package and the rate starts from $6.
You can use Shipping Calculator to find out the estimated costs for available shipping option for your order before check-out. Shipping Calculator is in the cart page just below "Check out" button.
Some countries, especially in the EU, may charge customs and duties for your parcel upon arrival. These charges are payable by you not by UGUiSU.
Whether you will be required to pay customs fee or not, or the amount of fee you will be charged will depend on the total amount of purchases and other rules set by each country. Sometimes you are required to pay customs fee even if the package is a gift and marked so.
We use Stripe or PayPal for processing payments. Customer can choose whichever way they would like to use. The data you enter on our checkout is transferred directly to Stripe or Pay Pal, and is not stored by us.
Some countries may charge customs and duties for your purchased items upon arrival to your country. These charges are payable by you not by UGUiSU.
All orders are processed in USD. While the content of your cart is currently displayed in USD, however you will be charged in your default currency converted from USD.
BACKORDERS AND SOLD OUT ITEMS
Many of the items are regularly restocked and if items say sold out they can be backordered. You can email us to request the sold out items or sign up to be notified for the restock from the product page.
If a backorder item is included in your order your order will not be shipped until all item is available. If you would like to receive available items first then the backorder item when it is available later, we are happy to do that although there will be extra shipping required.
Occasionally we may need to cancel item/s from your order if item/s are not available and can not be restocked within 3 weeks. We will refund the item/s cost and partial shipping (if applicable) if any of the items are cancelled.
You can sign up to be notified for the restock of the products on each product page.
RECYCLING PACKING MATERIALS
As we care about the environment and we try not to waste as much as we can, we may reuse/recycle materials such as cardboard boxes, papers, air cushions to pack and ship orders placed with UGUISU. If you would NOT like to receive your order packed in these recycled materials please let us know and we will avoid using them for your order.
We try avoiding to use these recycled materials for gift orders which are to be shipped directly to another shipping address to the billing address.
We will only provide a refund in the event of damaged or defective items that we cannot replace. If you wish to return or exchange an item you must first contact us within 7 days of arrival by email at hello [at] uguisustore.com
We will not be able to accept return or exchange of items if contacted after 7 days of arrival, so please make sure to open the package and check the contents as soon as the package arrives.
All customers are responsible for shipping costs as well as duties on all returned items.
We can not refund shipping if the package has already been shipped.
When the package for your order gets returned to us after no re-delivery is arranged when you needed to, we can resend you the package but you will need to pay for the postage again. If you choose to cancel the items, we can refund the amount for the purchased items but not the postage as it has already been shipped and is totally non-refundable.
DAMAGE AND BREAKAGE OF ITEMS
Damage or loss of packages are only covered when the applicable shipping option is selected by customers.
Breakable items are packed with extra care and protection, however if the item arrives with any damage email us asap. You need to make an official claim to your local post office for the damaged items. We will then request for compensation through Japan Post, but they are only able to respond to this after the recipient has claimed it on their end. It may take up to a few weeks before all this procedure will be completed.
Please open the package and check the contents as soon as you receive it and contact us within 7 days after you receive the package if there is any problem.
If the package is left without opening for over 1 week of arrival insurance will not be covered and we are unable to provide replacement or refund for the damaged items.
We strongly recommend customers to choose shipping option with insurance especially if any breakable items are purchased. Registered Airmail covers only up to $50, if the total amount is over $50 make sure you select EMS shipping. We will only provide a refund in the event of damaged or defective items that we cannot replace.
We respect your privacy. Any information we collect from you is primarily used to process your order. When you sign up on our online store as a new customer, you will be asked to provide some personal information. This information is used only for the purposes of processing and shipping your order, and will under no circumstance be sold, disclosed or distributed to any third party.
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