Shipping policy

Shipping destinations

We ship to Japan, the United States, Taiwan, South Korea, Hong Kong, Singapore and Thailand, subject to product, address and parcel-weight eligibility. Restricted goods, including perfume and flammable liquids, and some pre-order items are not available for international delivery. If no shipping method is available at checkout, please contact us before ordering.

Shipping within Japan

Domestic orders ship via Yamato Transport or Sagawa Express. Rates in JPY: Kinki 1,100; Kanto, Hokuriku, Chubu, Shinetsu, Chugoku and Shikoku 1,320; Tohoku and Kyushu 1,650; Hokkaido and Okinawa 2,420. Orders of JPY 20,000 or more, including tax, qualify for free domestic shipping, except to Hokkaido and Okinawa. This offer applies only to delivery within Japan.

International shipping and costs

Orders to Hong Kong, Singapore and Thailand ship by Japan Post EMS with tracking. General-product shipping rates are based on shipping weight: up to 1kg JPY 6,000; over 1kg to 2kg JPY 7,500; over 2kg to 3kg JPY 9,000; over 3kg to 5kg JPY 11,500; over 5kg to 10kg JPY 17,000. Rates are set in JPY and converted into your selected currency. Please contact us before placing an order over 10kg.

Shipping methods and charges for the United States, Taiwan and South Korea are shown at checkout. Charges may be combined for items in different shipping profiles or separate shipments. Review your shipping charge and total before payment. The domestic free-shipping offer does not apply to international orders.

Dispatch and delivery estimates

Orders normally ship within 0–7 days of the order date. Pre-order items follow the schedule stated on their product page. Estimated international transit time is 5–10 business days after dispatch, in addition to order preparation time. Customs clearance, local holidays, weather and carrier conditions can cause delays. Delivery dates are estimates, not guarantees. We cannot accept requests for a specific international delivery date or time.

Duties and import taxes

For delivery to the United States, duties and import taxes displayed at checkout are settled when you pay. For other international destinations, product prices and shipping charges exclude import duties, import taxes and local customs-clearance fees. Any applicable charges are payable by the recipient as instructed by the carrier, postal operator or customs authority.

Tracking, addresses and customs clearance

We email your tracking number after dispatch. Enter your full name, delivery address, postal code and a reachable phone number accurately. If customs clearance requires additional information or confirmation from you, please follow the carrier's or customs authority's instructions. Contact us before dispatch for address corrections; changes may not be possible after shipment.

Delivery problems and contact

If a parcel appears lost, damaged or delayed, contact us with your order number and tracking number. A parcel returned because of refusal, non-collection, an incorrect address or incomplete customs clearance is not automatically cancelled or fully refunded. We will review the circumstances and explain any available reshipment or refund and the treatment of shipping charges and fees actually incurred.

Contact: info@stactile-kyoto.com / +81 75-241-3066 (Japan time). For returns, see our Refund policy.