配送ポリシー

Carrier: DHL International GmbH and DHL Japan, Inc. 

Shipping Destinations: EU member states and Japan 

Delivery Timeframe: Orders are typically shipped within 10 business days after order confirmation. However, delays may occur due to customs clearance or local delivery conditions. 

Loss or Damage During Shipping: If the carrier notifies us of a loss or damage, we will either reship the same product or issue a refund to the customer. In the event of loss or damage, we or the carrier will contact you via the email address or phone number provided at the time of purchase. Please note that reshipment may result in a later delivery date than the original schedule. If the issue is attributable to our company, we will bear the reshipping costs. 

Customs Duties and Taxes: For imports into the EU, customs duties and value-added tax (VAT) will be imposed on the customer, who is considered the importer. These fees are not charged at the time of order placement on this site. The applicable amounts vary by country and product, so please check with your local customs office. Please pay any applicable taxes when receiving the parcel from the carrier, following the procedures designated by the carrier or relevant authorities in each country. 

Customs Clearance Fees: When exporting to the EU, customs clearance fees are the responsibility of the customer and are not paid at the time of ordering on this website. The amount of the fee varies depending on the country and product, so please check with the customs office in each country. Please pay the customs clearance fee when you receive the package from the delivery company, following the payment method specified by the respective country and carrier. 

Please inspect your items upon receipt. If you find a defect, damage, or have received an incorrect item, contact Timewitch immediately. We will assess the issue and take appropriate action. 

Customers have the right to return or request reshipment within 14 days from the day after the item is received. 

To initiate a return or reshipment request, you must send an email to support-nippon-specialities@timewitch.jp within 14 days from the day after receiving the product. Once your email is received, we will provide instructions for the next steps. Requests made after the 14-day period will not be accepted. 

Returned or reshipped items must be in the same condition as received, unworn or unused, with tags attached, and in the original packaging. A receipt or proof of purchase is also required. 

Items must be returned to the following address: [JPL Building 1–2F, 2-10-15 Shibuya, Shibuya-ku, Tokyo 150-0002, Japan]. Once the return is approved, we will send you a return shipping label and detailed instructions on how and where to send your package. Items returned without prior request will not be accepted. 

If the return is due to damage, loss, or shipping error attributable to our company or the carrier（DHL）, we will cover the return shipping costs. However, if the return is for personal reasons (e.g., change of mind), the return shipping costs will be borne by the customer. 

Our company will determine the procedures, schedules, and other details regarding returns or reshipments based on your request and the condition of the items, after which we will contact you with the relevant information. 

Perishable goods and food items cannot be returned under any circumstances.。 Please get in touch with us if you have any questions about specific items. Additionally, sale items and gift cards are non-returnable and non-refundable. 

Once the returned item has been received at the designated address and inspected, we will notify you whether a refund will be issued and how it will be processed. 

Approved refunds will be made to the PayPal or credit card account used for the original purchase. Please note that refunds cannot be processed if more than three months have passed since the original payment date. Depending on your bank or credit card company, it may take additional time for the refunded amount to appear in your account. 

Partial refunds may be issued at our discretion. 

If more than 16 business days have passed since we approved your return and you have not received your refund, please contact us at support-nippon-specialities@timewitch.jp.