・You can choose the shipping carrier from “FedEx” or “UPS”.
・All items are shipped from our Tokyo shop when you order from our online shop. All orders are dispatched within 2-4 business days (except weekends and holidays). If we are experiencing a high volume of orders, shipments may be delayed by a few days.
・You will receive a “Shipment Confirmation email” with your tracking number once your order has shipped. Generally, it will take 4-5 business days to deliver your parcel.
・Customs fees may be charged when you receive your items. Please note customers are responsible for all import duties, taxes and any charges for custom clearance. The “shipping fee” charged at our online shop does not include customs fees.

・Shipping cost depends on the destination country, item size and weight.
・You can check the actual shipping cost after you proceed to check out.
・The “shipping fee” charged at our online shop does not include customs fees. Please note customers are responsible for all import duties, taxes and any charges for custom clearance.

Q: What is “custom fees”?
A: Customs duty refers to the tax imposed on goods when they are transported across international borders. Since custom fees depend on the laws and tax rates of each country, we cannot know the actual charge beforehand. For further information, please contact your local customs office.

Generally items will arrive in 7-10 days after your order.
The following is an estimated delivery date for each area from Japan.

・Asia: Generally 4-5 days after shipment
・US and Canada: Generally 4-5 days after shipment
・Europe: Generally 4-5 days after shipment
・Oceania: Generally 4-5 days after shipment

*Above schedules are the delivery date from Japan to the destination country. Please note it does not include the time for packing the items. All packages will be dispatched within 2-4 business days (except weekends and holidays) after your order. If we are experiencing a high volume of orders, shipments may be delayed by a few days.

*Please note we cannot guarantee any delays during international shipment.

Q1: I made a mistake with my address.
A1: We can change your address if your order has not been shipped yet. Please contact us (customer_service@kama-asa.co.jp) as soon as possible when you find a mistake. Unfortunately, we cannot change your address once your order has been shipped. If the items are sent back due to the wrong address, we cannot refund you the shipping fee and custom fees. Please make sure you have entered the correct address.

Q2: I want to send my order as a gift.
A2: We offer a free gift-wrapping service. Please let us know when you purchase your items. Please contact us “customer_service@kama-asa.co.jp” if you wish to directly send the items as a gift. If you order from our online-shop, all customs fees would be charged to the recipient when they receive your gift.

Q3: I want to request the date of delivery.
A3: Excuse us though we cannot accept the request for the date of delivery. Also, please note that we cannot guarantee any delays during shipment.

Q4: My items were broken during delivery.
A4: If you find any damages when you receive your package, please contact us within 7 days of your delivery with photos of the damaged item. Please keep all items, box and cushioning material. Please note that we cannot guarantee if you discard any of the items, box and cushioning material.

Q5: Do you ship from Paris?
A5：All items are shipped from our Tokyo shop when you order from our online shop.
You can mail-order from our Paris shop by directly contacting them too. Please contact "contact@kama-asa.fr" for item prices and stocks.
*Please kindly note if you request for engraving service, your order will be shipped from Japan.

Q6: My Package was sent back. Can I request for redelivery?
A6: Yes, we can send the package if you pay the shipping fee for redelivery. Unfortunately, we cannot refund the shipping fee and custom fees when the item is sent back to us for reasons such as absence of recipient or incorrect address.

Q7: My package is stuck at customs.
A7: Usually it takes several days for the customs to check the items.
If the customs requires more information about the items, please contact us (customer_service@kama-asa.co.jp) as soon as possible.

Q8: My address seems to be outside the service area.
A8: We are setting some areas and countries outside the service area to avoid troubles with the customs since they require special preparation before shipment (e.g. documents).
Please inquire (customer_service@kama-asa.co.jp) us and we will check if we can deliver your order.