> Where do you ship from & do you ship internationally?

We ship directly from Japan to many countries worldwide. Please check our shippable countries list for the most up to date information.
    - Please note: We currently do not ship to PO boxes, parcel lockers, or military bases.

> Shipping Charges, Duties, Taxes, & Import Fees 

We offer free express shipping on orders above JPY 10,000. For orders below JPY 10,000 shipping charges will be calculated and displayed at checkout, please check our Shipping Policy for more details.

> Duties, Taxes, & Import Fees

As international purchases made through our store are considered personal imports, local customs regulations may apply.

United States: Orders placed on or after September 4, 2025, 0:00 JST are shipped via FedEx under Delivered Duty Paid (DDP) terms. Duties, taxes, and clearance fees are settled in advance and included in your checkout total. Customers will not be charged additional import fees at delivery. Orders placed prior to this date remain under Delivered At Place (DAP) terms, and customers are responsible for duties and taxes charged upon arrival.

European region: Orders placed on or after October 27, 2025, 12:00 JST are shipped via FedEx under Delivered Duty Paid (DDP) terms. Duties, taxes, and clearance fees are settled in advance and included in your checkout total. Customers will not be charged additional import fees at delivery. Orders placed prior to this date remain under Delivered At Place (DAP) terms, and customers are responsible for duties and taxes charged upon arrival. 

All Other Destinations: Shipments are sent under Delivered At Place (DAP) terms. Duties, taxes, and clearance fees (if applicable) are determined by local customs authorities based on the value of your order. These charges are not included in the shipping price, and the customer is responsible for paying these fees. Duties and taxes are determined by the customs agency within the destination country. Although charges are not always incurred, the assessment of import duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery.

- Please note: Customers are also responsible for return shipping and handling fees on prohibited items or customs clearance failures. We do not accept returns or issue refunds for unpaid customs charges.

For more detailed information on duties, taxes and import fees check our Shipping Policy.

> Shipping Status & Tracking Package

When your order has shipped, you will receive an email confirmation from us, including a tracking number. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us with your name and order number.

> Missing / Lost Package

Our delivery partners (FedEx and DHL) may release packages without obtaining a signature, in line with their delivery terms. Once a package is marked as delivered by the courier, we are not able to take responsibility for loss, theft, or damage.

If you would like your order to require a signature, please contact us before completing your purchase to confirm if this option is available. Please refer to our terms of service for more details.

> Contact the courier

After your order has shipped, if you encounter delivery issues or would like to submit an inquiry to the delivery carrier handling your package, please contact their customer support team:

DHL Express : DHL Global Customer Service Center
(US) FedEx : Customer Service and Support Center

> Order Return & Refund

If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery with proof of purchase. Items must be unused, with tags, and in their original packaging. Returns are only accepted in these cases and require proof of purchase.

After 14 days, returns or refunds cannot be accepted. Please review our return & refund policy for more detailed information.

> Can I change my order or shipping information?

Once an order has been processed, we are unfortunately unable to modify billing address changes, contact information, add or remove items from the order, or other order details. Please review your information carefully before checkout.

> Cancellation

We’re unable to accept cancellations once an order has been processed. We appreciate your understanding and encourage you to double-check your order details before confirming.

> Wholesale inquiry

We truly appreciate the interest in partnering with us. At the moment, Shibuya Stationery Store is focused on serving our customers directly and refining our existing collections. While we are not taking on wholesale or external collaborations right now, we’re grateful for your support and understanding.

> Payment methods

At the moment we accept the following payment methods: PayPal, Shop Pay, Google Pay, Apple Pay, plus major credit cards:  Amex, MasterCard, Visa, JCB, Discover, and American Express. 

> How to use subscription discount code

When you subscribe to the Shibuya Stationery Store newsletter with your email, you will receive a welcome email which contains a one-time discount code. Simply enter this code at checkout to enjoy the discount on your next order with us!