Shipping policy

GENERAL INFORMATION

All orders are subject to product availability. If the requested item is temporarily out of stock on the date of your order, we will notify you and inform you when we can deliver it to you or, alternatively, we will refund the total amount of your order, depending on the original method of payment. .

To ensure that your package is delivered correctly and that you receive it within the time frame we advertise, please ensure that your address is entered correctly and includes all relevant and/or required information. Using correct abbreviations, street numbers, building or apartment numbers and route information (if applicable) is essential to ensure timely delivery. We assume no responsibility for lost, misplaced or misdelivered shipments if the address provided is incorrect or entered incorrectly at the time of purchase.

REFUND

If your package has been damaged, lost, stolen or delivered to the wrong address : In the case of a package without tracking (and so without insurance) unfortunately you will not be able to obtain a refund regardless of the reason for the damage/loss. In the case of an insured package, the carrier will conduct an investigation. Depending on the result of the investigation, you will obtain the amount covered by the insurance (allow several weeks before obtaining reimbursement). In the case of a damaged insured package, the carrier will determine the amount of the refund after investigation.

PROCESSING TIME AND DELIVERY

We try to ship orders as quickly as possible. We generally ship orders within 24 hours of payment of the order (excluding weekends) or more if special reasons are indicated or not on the site.

All orders are subject to a separate delivery time.

International delivery (processing time included) generally between 5 and 15 working days (allow more in case of postal delays or slower passage through customs)

Some countries like the Netherlands have really slow customs clearance, which can lead to delays of several weeks

SHIPPING COSTS

Shipping charges are non-refundable. If you refuse a shipment from ChitoroShop, you will be responsible for the original shipping charges, plus the cost of returning the package to our warehouses. This amount will be deducted from any credit issued.

Delivery delays and problems

We are committed to dispatching all orders as quickly as possible. Once the orders are gone, the delivery times depend only on the post office and customs. We do not intervene in any way in the transport and delivery of the goods.

Unfortunately, we do not take responsibility for packages that have been marked as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms delivery.

In case of too long a delay (more than 3 weeks) please re-check the address provided when ordering, in case of errors notify the nearest post office or the postman. Once the order has been sent, it is impossible for us to modify your address.

If you have the correct address, check with your post office that your package is not pending (the post office keeps packages pending for about 2 weeks if you are absent during delivery), It is possible that you have not seen/received the delivery notice from your postman if he came to deliver to you in your absence.

If your order was returned to Japan:

in case you did not have time to pick up your package at the post office after an absence during delivery. The round trip to Japan will take 1-3 months from the day of your order. We can send your order back to you, but it is quite possible that you will have to pay the shipping costs a second time depending on the reason for the return.

custom fees:

It is possible that a tax will be applied to your package during a customs check as well as a customs fee.

We are not responsible for inspection fees and customs tax fees, they will then be the responsibility of the customer. In the event of a package being returned for taxes not paid by the recipient, we will not be able to reimburse you for the shipping costs.

here are the different taxes for several countries, the taxes are calculated according to the total price of the order including the shipping costs. at this may be subject to an application fee.

France: 20% (5.5% for books)

Swiss: 7,7%

Belgium: 21%

Luxemburg: 17%

Canada: about 15%

Australia: 10%

New Zealand: 15%

USA: normally no taxes for an amount less than 0