Shipping and customs
Read this page before your first order. Customs handling is the single most common source of misunderstanding in cross-border trade, and our terms are stated plainly so there are no surprises on delivery.
Where your goods ship from
Goods are dispatched by our logistics partners in Japan and in China, acting on our behalf. Japanese-edition product ships from Japan, Chinese-edition product ships from China, and the dispatch origin is stated on every product page. There is no European warehouse in the chain, which is what allows us to price below re-exported stock. It also means every shipment is an import into your country.
Two origins, two shipments
The two origins are separate consignments. They are packed, shipped and cleared independently, and each carries its own transport charge, shown separately at checkout. An order combining both origins arrives as two shipments, on different dates, each with its own customs entry, its own duties and its own import VAT. This is the normal operation of your order and is neither a partial delivery nor a failure to perform.
Orders combining preorder and available stock
Where a single order combines preorder items and items available immediately, the whole order is held and dispatched together once the preorder items are released. If you prefer the available items to be sent first, tell us before dispatch: we will split the order, and the second shipment carries its own transport charge.
Incoterms: DAP
All shipments are made DAP, Delivered at Place (Incoterms 2020). In practice:
- We arrange and pay for transport to the delivery address you give us.
- You are the importer of record. Import duties, import VAT and any customs clearance or handling fees charged by the carrier are payable by you on arrival, for each shipment.
- The price shown on our site and on your invoice covers the goods and the transport only. It never includes duties or import taxes.
Your carrier will normally invoice you for duties and import VAT before or at delivery. As a VAT-registered business you will usually be able to recover the import VAT through your national procedure. Check the treatment in your own country before ordering.
Documentation
Each shipment is accompanied by the customs documentation issued by our logistics partner, stating the goods, the declared value, the country of origin and the customs tariff heading. As importer of record you remain responsible for the declaration made in your name, and for satisfying yourself that it corresponds to the goods received and to the price you have paid. Tell us without delay of any discrepancy. We cannot describe commercial goods as gifts or samples.
Transit times
Transit by express carrier is typically a few working days from each origin, plus customs clearance in the destination country. Clearance time is outside our control and can add several days. Transit times are indicative and never contractual.
Packaging
Sealed product is shipped in its original packaging inside a rigid outer carton with protection at the corners and edges. Full master cartons are shipped as supplied by the manufacturer.
Damage on arrival
Inspect every shipment before the delivery is accepted. If the outer packaging is damaged, do not sign for it: refuse the delivery, or accept it only with a written reservation recorded on the carrier's delivery document, and photograph the packaging before it is moved. Signing without reservation is an unconditional acceptance, and no claim for transport damage can be made afterwards.
Transport damage is pursued by you, as recipient and importer of record, with the carrier. Send us the carrier's claim reference and the photographs and we will pass the file to our logistics partner with the supporting paperwork.
A line invoiced but absent from the consignment, or a reference supplied in error by us, must be notified within seven calendar days of delivery, with photographs. We settle an accepted claim by credit note or refund. We do not accept the return of goods.
The full detail is in our Trade terms.