FAQ

Where do we ship?
We offer worldwide shipping for our customers.

Who will pay for shipping and delivery charges?
The shipping and delivery charges are borne by the customer. Total order amount will include the shipping and packing charges. Please note that for international customers, the VAT/ Import Duties/ Local Taxes are borne directly by the customer, to be paid at the time of delivery to our courier partner. These taxes will be chargeable over and above the product/order price you pay. These charges are ungovernable as they differ from country to country according to local rules and regulations.

 

How is shipping amount decided?
Shipping charges on our products shall be mentioned at the time of checkout. These shipping charges are based on the weight of the product, volume after packing, and the destination of delivery.

 

How is custom duty decided?
Custom/Import duty is levied by the Goverment of the destination country. These charges are ungovernable as they differ from country to country according to local rules and regulations. Nalli does not have any control on custom duty.

 

Who are the courier partner?
We use FedEx or EMS for our international shipments. We use YAMATO TRANSPORT our domestic order shipments. If both the couriers do not serve the shipping address, we use Speed Post for our domestic order shipments. 

 

Do the prices on website include taxes?
Yes. All prices are inclusive of taxes. For international customers, the VAT/ Import Duties/ Local Taxes are borne directly by the customer, to be paid at the time of delivery to our courier partner. These taxes will be chargeable over and above the product/order price you pay.

 

What is the estimated delivery time?
The estimated time of delivery is within 5-7 working days for international orders and 2-4 business days for domestic orders. All orders get shipped within 1-2 business days from our warehouse.

 

Who will be responsible for paying local taxes outside Japan?
For international customers, the VAT/ Import Duties/ Local Taxes are borne directly by the customer, to be paid at the time of delivery to our courier partner.

 

CANCELLATIONS AND MODIFICATIONS

What is Kyoto Yuzen Sari's Cancellation Policy?
We accept cancel requests only in case the order is not processed. We will have the order canceled and process refund. We will not be able to cancel orders, if they are already processed.

 

How do I cancel the order, I have placed?
You can drop an email at kyoto.yuzen.sari@gmail.com requesting for the same and stating the reason for cancellation. If the order is not processed yet, we will cancel it for you.

Can I modify the shipping address of my order after it has been placed?
Only for Domestic orders – if you want to change/modify the shipping address (from one address to another address in Japan only), you can drop an email at kyoto.yuzen.sari@gmail.com requesting to change/modify the shipping address and we can change it, provided the order is not in transit. For international orders, we will not be able to change the shipping address.

 

I just cancelled my order. When will I receive my refund?
Once an order is canceled, the refund will be initiated and processed within 7-10 working days.

 

If I cancel the purchased product will the tax amount charged be refunded?
Yes, total order amount will be refunded as prices are inclusive of it. However we will be deducting the transaction fee charged by the bank.

 

Where can we return or exchange the order?
In case of online purchases, all the returns should be sent to Kyoto Yuzen Sari Office, Kyoto, Japan. However, exchange of product can be done only at Kyoto Cooperative Association of Kougeisensho in Japan.