Shipping policy
" From Japan to your home "
Before we get into specifics, let us be clear on our shipping "philosophy":
Our goal is to offer you the best shipping options, no matter where you live.
Every month, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.
I. SHIPPING
Shipping method
There are two distinct shipping options available:
- EMS / DHL / FEDEX
The fastest, yet most expensive, delivery option ensures arrival within 4 to 6 days to Europe, North America, and Australia. Shipping methods like EMS, DHL, and FEDEX offer insurance up to 30,000 yen in cases of loss or damage.
- AIRMAIL
Delivery to Europe, North America, or Australia will also take approximately 14 days, and a tracking number will be provided for convenience.
Shipping process
We take shipping very seriously and We want to get things to you as quickly as humanly possible.. Each parcel is carefully packed and labeled by hand.
Every order is prepared within 3 days after the payment confirmation (except Saturdays, Sundays and Japanese holidays). If there should be any unexpected delays, we would inform you by email.
We are based in Fukuoka, Japan and all your orders will be shipped from this location.
As soon as your parcel is taken care of by the carriers, you’ll receive a shipping confirmation e-mail with your tracking number.
Shipping cost
The cost of the shipping depends on the weight of your entire order and its destination from our warehouse. You can get an estimate directly in our checkout page.
Free shipping campaign
AKAZUKI will decide on which shipping method to use. Most of the parcels will be sent by AIRMAIL.
II. DELIVERY ISSUES
Whatever you do, please send us an email first with your order number!
We hold a firm belief that exceptional service and customer satisfaction are crucial for a successful business. Our commitment to you is unwavering; we are always ready to listen to your concerns and strive to find the most effective solutions. If you have any questions or complaints, please don't hesitate to contact us at sales @ akazuki.com, including your order number for prompt assistance. Below, you will find our standard policies for various issues. Please note that claims made after 2 months from the purchase date may not be eligible for consideration. We are dedicated to ensuring your complete satisfaction.
Retention: If your package is in “Retention” it normally means that it is being held at the local post office and waiting to be picked up. Please contact your local postal service to arrange for picking up or redelivering of the package to your address.
Damage: In the event you receive a product that is damaged or broken during transit, please email us immediately upon its arrival, including photographs of the damaged item. We assure you that we will promptly address and resolve your concern.
Mistake: We are terribly sorry, please accept our sincere apologies. Contact us immediately.
Parcel returned back to us: If your parcel is returned to us, we will reach out to you to arrange for reshipment. The responsibility for covering the reshipping cost will depend on the reason for the return, such as an incorrect or unclear address, or an unclaimed package. This cost may be borne either by you or by us, depending on the specific circumstances.
III. TAXES & CUSTOM FEES
Import duties and tariffs are not included in the price of your product. These supplementary costs are the customer’s responsibility
Customs duty and other taxes may be charged when a shipment reaches your country. If applicable, please pay those costs directly to the delivery agents or the customs office. Policies on those taxes vary in each country. Please contact the customs office at your country for more details.
You understand that when you purchase from us you are importing goods from Japan, and as such, certain import duties or tariffs may be charged by your local customs agency. The amount charged will depend on the total price and type of products in your order. Since the rate of duty differs from country to country, we must ask the customer to find out if and how much duty you will be required to pay. This information is usually freely available on customs agency websites.
Be aware that we will have to display the full value of your purchase on the customs label with no exception.
U.S.A customs - Canada Border Service Agency - Douanes Belge - Douanes Suisse - Germany, Zoll - UK customs - Australia
IV. Return & Refund Policy
If you are not entirely satisfied with your purchase, we're here to help.
Returns
You have 7 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. You will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund.
Address your return to:
AKAZUKI Co.,Ltd.
810-0041
FUKUOKA-KEN
FUKUOKA-SHI
CHUO KU Daimyo 2-2-51-502 Japan
Please make sure to label the box clearly with 'Product Return - Warranty Service - Made in Japan' and include your order number to facilitate a smooth processing of your return.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Shipping
You are responsible for covering the shipping costs when returning an item. Please note that these shipping costs are non-refundable.
V. EMAIL
If you've sent us an email and are awaiting a response, please remember to check your spam mailbox. Occasionally, our emails may be mistakenly directed there by your email provider.