FAQ

HOW TO SHOP?

You can click "ADD TO CART" to the items to your cart. PayPal shopping cart opens in a separate window and you can adjust the quantity and remove the items. When you confirm your order, you can click select to " CHECK-OUT" to proceed payment on PayPal. When your payment is made, your order data will be sent to IWAKO to prepare shipping.

CAN MY ORDER BE DELIVERED INTERNATIONALLY?

Yes. Through our partnership with EMS (Express Mail Service), we are pleased to provide an enhanced international shopping experience for customers in over 120 countries and territories. EMS is safe and cost-effective international shipping, provided by post offices and combination of local partners. For a list of available shipping countries, please visit EMS website.

HOW WILL I KNOW HOW MUCH MY ORDER WILL COST?

Just add items to your basket and click select to check out. PayPal calculates and displays the order total in US dollar.

ARE THERE ANY ADDITIONAL COSTS THAT WILL BE DUE UPON RECEIPT OF MY ORDER?

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries. International taxes (such as Value Added Tax, or VAT) are set by the destination country. These charges may be charged when you receive your order.

HOW CAN I PAY FOR MY ORDER?

Currently, PayPal is the only method you pay for your order. After adding items to your cart, PayPal page opens automatically and you click select to "CHECK OUT". You can pay by either from your PayPal balance or by using your credit card( Visa, MasterCard,JCB). Those who do not have PayPal account yet, can open PayPal account by in one minute from here.

HOW SOON I CAN RECEIVE MY ORDER?

The following is a summary of delivery estimates for our international orders.

Destination and Delivery Estimates**
Asia: 2-10 business days
Oceania: 4-6 business days
North America: 5-7 business days
South America: 6-8 business days
Middle East: 7-9 business days
Europe*: 5-7 business days
*For shipping to Spain, there are cases it may take 2weeks or so at the Customs.
** Important Note: Please note that IWAKO will also need 2-3 business days after the order is processed to ship your order from our Japan warehouse to EMS Japan Post facility. The dates above do not include these 2-3 days. Please also note that orders placed after 3 pm JST (6am UST) will not be shipped until the following business day. Orders placed on weekends or holidays will not be shipped until the following business day.

HOW MUCH DOES INTERNATIONAL SHIPPING COST?

International shipping is calculated based on a number of factors including the number of items you are purchasing, the weight of the items, and the destination country.

HOW MUCH DUTY AND TAXES ARE CHARGED ON INTERNATIONAL ORDERS?

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries. International taxes (such as Value Added Tax, or VAT) are set by the destination country. For detailed information, please inquire directly to your local customer institutions.

HOW CAN I TRACK MY INTERNATIONAL ORDER?

You can track the progress of your international package(s) from EMS tracking page. You will receive e-mail notification of your order's EMS tracking number when your order is dispatched from our warehouse.