Shipping Policy

Thank you for shopping at Omotenashi Square. We are excited to have you as one of our valued customers. Please kindly review our shipping policy below before placing your order.

1. Customs Charges

  • All shipments sent from Japan to overseas countries will be subject to customs charge and taxes.
  • Assessment of duties and taxes is based on the value of the order and the tax-free threshold for goods imported into the destination country. We have no control over these charges, and we cannot tell you what the cost would be as customs policies and import duties vary widely from country to country. For more information on current charges, you would need to contact your local customs office.
  • Customs charges will not be refunded if you cancel and return your order. If you cancel your order by refusing to accept delivery of all or part of your order, your order will be returned to the sender. A refund for the product only will be processed once we have received the returned parcel.
  • Any customs charges or taxes upon delivery are solely the responsibility of the customer.

2. Our Shipping Partners

  • We mainly use DHL express or Express Mail Service (EMS) operated by Japan Post for all international shipping depending on the destination.
  • We are responsible for packing and shipping your orders.
  • Your order will be sent with a trackable service provided by EMS or DHL.
  • Once we confirm your order and ready to ship, you will immediately be sent a shipping confirmation email which contains a tracking reference to enable you to follow your parcel.

3. Delivery Times

  • The delivery times vary depending on the destination country.
  • In General, you will receive your products within 14 business days after payment confirmation.
  • Each order is usually ready to ship within 7 business days after payment confirmation excluding Japanese public holidays. We immediately contact you in case we can foresee a delay.
  • Estimated shipping time for Europe and North and Central America, please allow up to 7 business days after shipment to arrive. Please allow additional shipping time for deliveries to Africa and South America. This is due to delays within the Africa and the South America customs and postal service.
  • Please note that the delivery timescales do not include any customs clearing times beyond our control.
  • Usually all carriers deliver during normal business working hours and may require a signature on receipt, so please ensure your order is delivered to an address where someone will be available to accept it.
  • If no one can accept it, your parcel will be held approx. up to 14days at the nearest post office. In this case, please contact to the post office indicated on an attempted delivery notice and kindly request for redelivery.
  • If you have not received your products within 14 business days, feel free to contact us using our contact page.

4. Delivery Areas

There are some countries we are not able to deliver. We will only display products and prices to you that are available for delivery in your country, thereby ensuring that you do not waste time browsing products that then cannot be shipped to you.

For your reference, currently we ship to the following areas and the list below is the countries we ship.

  • Asia: 24 countries
  • North, Central America: 16 countries
  • Europe: 36 countries
  • South America and Africa: 32 countries

Delivery restrictions may apply due to the nature of some products and in order to comply with national and international regulations governing the transportation of certain products to certain destinations, not all products are available in all countries.

  • Unfortunately, we are not able to deliver orders to Hotels, Hostels, or Armed Forces addresses.
  • In some countries a PO Box address is required for delivery. If this is required by the postal service in your country, please ensure that this is included in the delivery address information entered at checkout.
  • Some destinations may incur delivery surcharges. We will contact you if these apply.

5. Purchasing Process Example

Step 1

  • We accept major credit cards or you are able to pay through PayPal as well.
  • The currency for payment is EUR, US dollars and the other which you can choose from currency selector.
  • Order receive. Order processing when have it in stock. If not we inform you immediately.

Step 2

  • We send a Shipment Notice when it is ready.
  • Shipping by Japan Post (EMS) or DHL

Step 3

Please be aware that paying customs duty and taxes to the customs may be required by customers.

Step 4

Order received. Usually you receive your order within 14 business days after your payment.

Delivery Issues

If the shipment arrived in your country and there is no response from you then your shipment will be returned back to Japan. In this case, we will only refund you the product cost but customs charges and taxes and shipping charges will be non-refundable.

After receiving the shipment, if you find any product is missing then you will have 3 business days to inform us. In case, if you didn’t receive your order within 30 business days from purchase date, please contact us immediately. We might not accept the concern if received beyond this timeframe.

In the rare cases, a shipment can be stuck in customs and may need a declaration or additional documents from your side. If you are failed to provide the requested declaration or additional documents then we will not be able to offer any refund from our side because the shipment will be confiscated by the customs authorities.

In the unlikely event, if there are chances that shipment can be returned back to Japan due to incomplete documents from us, then we may refund you the product cost only.

Refused delivery: In this case, we will try to return the shipment back to Japan and return shipping will be deducted from your Product cost. So your refund amount will be Product cost – Return cost = Refund amount. This amount will be refunded to you as soon as the shipment will return back to us. In case, if the product is not returnable back to Japan then, in that case, we won’t offer any refund to you. Since the item will be disposed of by the customs within your country.


Canceling your order for any personal reason, in that case:

  • If the shipment has been created/processed from us: Partial shipping fees will be deducted and rest of the amount will be refunded.
  • If the shipment has not been created/ processed by us: Full refund will be processed.

Note: If the shipment left for your country, we cannot cancel your order.

In rare cases, delivery may take longer due to:

  • Bad weather
  • Flight delays
  • National holidays or Festivals
  • Customs clearance procedures
  • Other unforeseen circumstances

If you think your order is delayed, please feel free to contact us at