Shipping policy

Shipping Policy

Koai (hereinafter "we" or "the Brand") establishes the following policy regarding the shipment of products sold through the "Koai Official Online Store."

Article 1 (Shipping Destinations)

We ship both domestically within Japan and internationally.

Important Notes Regarding International Shipping:

  • Shipping fees & delivery times: These vary depending on the destination country or region and the weight of the items, and delivery may take longer than domestic orders.
  • Customs duties & taxes: Any customs duties, import taxes, or handling fees incurred at the time of customs clearance are the responsibility of the customer (recipient). Please be aware of this in advance.

We shall not be liable for shipping delays caused by import regulations, customs procedures, or other circumstances specific to international shipping in each country.

Article 2 (Shipping Carriers)

We use Yamato Transport Co., Ltd. and other carriers designated by us for product delivery.

The carrier will be selected by us based on the delivery destination, the nature of the products, and other relevant factors.

Article 3 (Shipping Fees)

Domestic Shipping: A flat rate of ¥500 (tax included) applies nationwide.

International Shipping: Shipping fees vary depending on the destination country or region, the weight of the items, and the shipping method. The exact shipping fee will be displayed during the checkout process.

Article 4 (Shipping Timeframe)

Products will generally be shipped within 3–5 business days after payment is confirmed.

In this Policy, "business days" refers to days excluding Saturdays, Sundays, public holidays, and company-designated holidays (such as year-end/New Year holidays and summer closures).

Notwithstanding the above, shipping may be delayed in the following cases:

  • Pre-order or made-to-order items (subject to the delivery schedule stated on each product page)
  • Peak periods (during sales, events, etc.)
  • Cases of force majeure such as severe weather, natural disasters, or logistics congestion

Article 5 (Delivery Date & Time Requests)

Requests for specific delivery dates and times will be accommodated only within the service range offered by the shipping carrier. Please note that delivery at the requested date and time may not always be possible due to weather conditions, traffic, or other unavoidable circumstances.

Article 6 (Tracking Your Shipment)

Once your order has been shipped, we will send you a shipping confirmation email. You can track the status of your delivery using the tracking number provided in that email.

Article 7 (Extended Absence, Refusal of Delivery, and Returned Packages)

  • If a package is returned to us because the storage period with the delivery company has expired due to the customer's absence, or due to refusal of delivery, an incorrect address, or similar reasons, we may cancel the purchase contract.
  • In such cases, the customer shall bear the actual round-trip shipping costs, payment processing fees, and a return handling fee (flat rate of ¥800).
  • If the customer wishes to have the item reshipped, an additional shipping fee will be charged on top of the costs listed above.

Article 8 (Shipping Delays and Accidents)

We shall not be liable for shipping delays caused by natural disasters, traffic disruptions, circumstances attributable to the shipping carrier, or other reasons beyond our control.

In the event of loss, damage, or other accidents during shipping, we and the shipping carrier will investigate and respond appropriately.

Ownership and risk of loss of the products shall transfer to the User or the designated recipient upon receipt of the products.

Article 9 (Incorrect Delivery Address)

If the address entered at the time of ordering is incorrect, delivery may not be possible. We shall not be liable for any damages arising from such circumstances.

We shall not be liable for any loss, damage, or other issues occurring after delivery completion when a forwarding agent or forwarding service is used.

Article 10 (Changes to This Policy)

We may revise this Policy as necessary in response to legal amendments or other requirements. Any revised content will take effect upon publication on the Site.