Shipping policy
Shipping Policy
At a glance
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Ship-from: Japan
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Handling time: 1–5 business days after payment
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Tracking: Tracking number provided on despatch
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Average transit time: 1–2 weeks (varies by destination and customs)
Shipping methods
| Method | Carrier (example) | Avg. transit time* | Tracking | Notes |
|---|---|---|---|---|
| Economy International Airmail (ePacket Light) | Japan Post | 9–20 days (Delivery times by region) |
Yes | Small/lightweight items, up to 2 kg |
| EMS (Express Mail Service) | Japan Post EMS | 2-14 days (Delivery times by region) |
Yes | Priority handling |
*Business days. Transit times vary by destination and customs.
Shipping fees
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Calculated at checkout by destination, size, and weight.
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Multiple items ship together where possible to reduce cost.
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Remote-area surcharges may apply; we will confirm actual costs before billing.
Customs, duties, and taxes
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DAP: Import duties, VAT/GST, and customs fees are paid by the recipient.
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Thresholds and rates differ by country.
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Customs may request additional documents (e.g., ID or proof of purchase). Delayed responses can cause delivery delays or returns.
Address changes, order edits & cancellations
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12-hour window: Changes or cancellations are accepted within 12 hours of purchase. Please contact us first with your order number and the requested change: tokyolumestore@gmail.com. Changes are not effective until we confirm by email.
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After dispatch: Once an order has dispatched, address changes or cancellations are not possible. Carrier intercepts are not guaranteed.
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If a parcel returns to us (incorrect address, refusal, unclaimed):
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Refunds follow our Returns Policy and may deduct round-trip international postage, any import/processing fees charged to us, and applicable restocking fees.
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Re-shipment is available after you pay the new postage plus any return charges.
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Duties & taxes (DAP): Import charges collected by customs or the carrier are non-refundable.
Loss or damage
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Report damaged, wrong, or missing items within 14 days of delivery with photos of the parcel and contents.
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If tracking shows “Delivered” but the parcel is missing, a carrier investigation may take 1–4 weeks. Refunds are not issued before the investigation closes.