Shipping policy

SHIPPING FREIGHT

We have received special support from courier companies and can offer you much lower shipping rates than usual. It is the reason why our express shipping rates are cheaper than EMS. We also offer our own shipping discount to customers who purchase JYP5,000 or more!

Shipping freight will be displayed when you add item to cart and select shipping country. As many customer reviews have commented, we always do our best for safe and fast shipping.

CART VALUE	SHIPPING DISCOUNT
JPY5,000-	20%
JPY10,600-	30%
JPY16,200-	40%
JPY21,800-	50%
JPY27,400-	60%
JPY33,000-	70%
JPY38,600-	75%
JPY44,200-	80%
JPY50,000-	FREE

We send emails after shipping to ensure that customers receive their items smoothly and that we can assist them quickly in case of any problems. The following messages are some of the replies from our customers to our follow-up emails. Many of our customers are satisfied with our service.

• "Just got home and found the package. Thank you for packaging them so well, they arrived in perfect condition. They are lovely and I love them very much." —From USA

• "Yes I have received my item and I loved the wrapping and (of course) the contents. I see so many more pieces I would like to buy! Some of the vases are beautiful. And there is more dinner ware I would love. Delivery was fast and so easy and not too expensive. Order and delivery took only 6 days from Japan to Canada!!" —From Canada

• "I confirm that I have received the package on time and in order. I really appreciate that the items were wrapped with furoshiki. It is very exquisite. I love the furoshiki very much besides the items." —From Singapore

• "Thank you, all arrived safely today. Everything is so beautiful. Can't wait to use them. Many thanks." —From Australia

• "I received the goods safely. Thanks a lot! " —From Hong Kong

• "Yes I did! Everything arrived in perfect condition. Thank you." —From USA

• "Yes, I have received the package safely. After receiving all the packages, I will start assemble gift sets for friends and family, while keeping some for myself to enjoy. Thank you for the careful packaging." —From USA

• "Thank you for the email. I hereby confirm that the product just arrived and it’s in a very good condition. Thank you for the beautiful package and the fabulous product. Everything is perfect!" —From USA

• "I have well received the package today and they arrived safely and in good condition, especially with your nice furoshiki wrapping. Thank you very much for your follow up email. We will recommend your products to families and friends." —From Hong Kong
  
  

CARRIERS

MUSUBI KILN provide the safe and secure delivery services for you to receive your items wherever you are. We cover all damage or loss that occurs during shipping. However, please be aware that if you arrange for a shipping company or import customs broker other than those arranged by our company, it will not be covered by our compensation policy. Please do not hesitate to reach us should you have any concern or doubt.

Our international shipping is offered through JAPAN POST, DHL and FedEx.

*Estimated delivery time may vary by destination.
*Additional Designation for DHL can be set up through the link after Tracking Number has been provided.

DELIVERY POLICY

Most of the products are shipped within 5 working days after the order confirmation. Please be advised that it may take more than 5 working days to ship if the products need to be back-ordered. When you order several items at a time, we ship them all together.

Once your parcel is dispatched, we will send you an email with tracking information. After that, you will receive an email to see where your parcel is every time tracking information is updated.

Your signature is required on delivery to ensure safe receipt. In case your parcel is deposited at a local post office due to your absence on delivery etc., please contact them at your end.

Moreover, your items are considered as imports. You will be fully responsible for import duties, taxes and brokerage fees (if any) in your country. These fees may be charged you when your package enters your country (they are not included in payment on our website).

*Shipments cannot be delivered to PO boxes.

PACKING/DAMAGE

We pack your items carefully to ensure a trouble-free delivery of your goods. We regularly ship more than hundreds products in a month and we face less than 1 trouble in a month.

We guarantee our products to arrive in perfect condition. In the event that an item from your order is damaged during shipping, please email us with a detailed photo of the damage within 48 hours of your delivery.

Contact form

IMPORT TAXES & CUSTOMS FEES

Please be aware that in all cases the customer is responsible for paying any customs fees applied to their order and for providing any and all documents required by customs in the country of receipt.

These costs include the sales tax in the country of receipt (applied to the total value of the order), duties on the cost of products (around 6% for the European Union) and any handling fees applied by the shipping provider.

DHL and FedEx usually send an invoice a few days after delivery where as EMS (JP Post) generally charges the required sum at delivery. For Airmail Small Packet, your national carrier will generally bill you when applicable.

We understand that custom fees are worrying for some customers. We hope that you are reassured by the fact that, when buying on MUSUBI KILN, you really are ordering direct from Japan- getting authentic and original Japanese items that are not easily found anywhere else.

• For our customers in the USA: Most packages with a declared value under $800 USD will be cleared without any fee. If you purchasing more than that amount, we will split your order into multiple shipments as best we can.
  
  *We will do our best, but we will not be responsible for any failure to do so.
  *If a shipment is split into multiple shipments, the shipping date may be shifted by one day for each package.
  
  
• For our customers in Australia: Orders below $1000 AUD are regarded as 'low value imports' by Australian customs. As of 01 July 2018, customs duties may apply to any goods imported from overseas by consumers in Australia. For more information, please visit the Australian customs website.
  
  
• For our customers in Canada: Orders above $20 CAN require that you pay the applicable duties and the GST. For more information, please visit the Canadian customs website.
  
  
• For our customers in Singapore: Orders above $400 SGD require that you pay the applicable duties and the GST. For more information, please visit the Singapore customs website.
  
  
• For our customers in China Mainland: We are shipping to China Mainland via EMS. EMS is not often stopped by customs, but if it is subject to inspection, you will be charged taxes.
  
  Instead of import duties and value-added tax, a tax called personal postal articles tax(行邮税) is applied. The tax is 13%, 20%, or 50% depending on the item, but in the case of tableware it should be 13% of the price. However, this is often changed and cannot be guaranteed. Tax is exempted if the tax amount is less than CNY 50.
  
  Import price limits are also regulated, and purchases should be made within the following limits.
  - Purchase limit per purchase CNY 5,000
  - Annual purchase limit: CNY26,000
  For more information, please visit the China customs website.
  
• For our customers in the EU: EU Directives calculate the Total Value of the order as a combination of the price of product and shipping fees. The buyer is responsible for paying both consumption tax and import duty of the total value.
  Additional information on importing goods to: Switzerland, Germany, United Kingdom