How does Ichigo-Ichie Shoes ship its orders？
International orders are shipped via DHL on a DDU (Delivery Duty Unpaid) basis. As such, clients are responsible for any customs fees, duties, or taxes incurred from purchasing goods internationally. Import duty or tax costs will be invoiced to you directly from DHL. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
As per international laws regulating commerce and trade of imports and exports, all orders shipped out of Japan include an official invoice declaring the value of merchandise purchased in Japanese YEN.
How long will it take for my order to be shipped？
Orders for available merchandise are typically fulfilled the same business day if the order is received before 4:00pm JST. We aim to fulfill all orders placed online within 3 business days. Orders placed on weekends are shipped the next business day.
Ichigo-Ichie reserves the right to delay a shipment if we believe the order is fraudulent or unable to ship due to inventory issues. Additional shipping costs for rejected or returned-to-shipper packages are the responsibility of the client.
How can I track my online order？
Upon completing the online checkout process you will receive an email with a confirmation of your order that details items ordered, sizes, colors, quantities, and billing and shipping addresses. Once your order has been received, confirmed, and dispatched you will receive another email with your tracking number.
How long will it take for me to receive my order？
We do our best to fulfill and dispatch orders as quickly as possible. International orders can take up to two weeks given customs clearance.
What are the costs of shipping？
We offer free International shipping for our product priced over 100,000 Yen.
My order didn’t work out. How do I return or exchange items？
Our goal at Ichigo-Ichie Shoes is for every customer to be satisfied with their online purchase. If for some reason that is not the case, we will happily accept merchandise purchased online for refund or exchange within 10 days of delivery.* If this window has passed, we will still accept merchandise purchased online for store credit or exchange within 20 days of delivery.
The returned merchandise must be free from any condition that would prevent it from being sold as new (including, but not limited to, wear, damage, stain, odor, or alteration). The receipt, packaging, and tags must accompany the returned goods. International customers are responsible for shipping costs associated with returns or exchanges as well as the safety of all the goods until they reach us.**
*Merchandise must be received within 10 days of delivery. Please email us at ichigoichie.shoemaker.com for your return authorization.
**We do not accept returns or exchanges on Made to order shoes, Made to measure shoes, and Bespoke shoes.
Please keep in mind, in-store policies may differ.
How long will it take for my return to be processed？
We appreciate your patience while your return or exchange is being processed. Once we have received your item, we are typically able to ship out exchanges within two business days of receipt. If there are any delays in processing your return or exchange we will notify you via email. In the case of a refund, it can take between five and ten business days for a credit to appear on your credit card statement. If you have any questions during this process, don’t hesitate to contact us for an update.
Please contact us within 7 days from the date of arrival for returns (other than product damage / stain) due to customer’s convenience. If you return the product, you will be responsible for all shipping, transfer fees, cash on delivery, and fees.
Please note that we cannot accept returns or exchanges in the following cases.
(1) Products that have passed 8 days or more from delivery
(2) Products once used by customers
(3) Products that are soiled or damaged by the customer
(4) When the product box, instructions, etc. are stained, damaged, lost or discarded
(5) Products for which gift packaging was requested
(6) Products processed by customers
(7) Products that have been repaired, cleaned, etc. after delivery
(8) Others: Items that indicate that we cannot accept returns on each product listing page
Handling defective products
If the product is damaged, soiled or differs from the order
Every effort has been made to ensure the quality of the product, but if the product is damaged or soiled, or if it is different from your order, please contact us within 7 days after delivery.
We will return or exchange it immediately. (In this case, the shipping fee will be paid by our shop.)
Please contact us before return at firstname.lastname@example.org