Shipping policies

I. Shipping

All orders ship from our warehouse in Fukuoka, Japan. Every parcel is packed by hand and prepared within 3 business days of payment confirmation (excluding Saturdays, Sundays and Japanese public holidays). You receive a shipping confirmation email with a tracking number as soon as the carrier collects the parcel.

Shipping methods

Two options are offered at checkout. The delivery window is written in the name of each option.

• Standard, Japan Post: fully tracked. Typical delivery after dispatch: 2 to 4 business days to Korea and Taiwan, 2 to 5 business days to the rest of Asia, 3 to 6 business days to Europe, Australia, New Zealand, Canada and the Middle East, 4 to 8 business days to the United States.
• Express, DHL, FedEx or EMS: priority delivery with door-to-door tracking. Typical delivery after dispatch: 1 to 3 business days in Asia, 2 to 4 business days elsewhere.

These windows are carrier estimates measured from dispatch. Customs clearance in the destination country can add 1 to 3 days, and peak seasons (late November to December) can add more.

Shipping cost

Shipping is calculated by the total weight of your order and its destination, in seven weight tiers from 500 g to 10 kg. The exact amount is displayed at checkout before payment. As a guide, a single 1000-piece puzzle weighs about 1 kg. Two puzzles in one parcel cost much less to ship than two separate orders, so we recommend grouping your purchases.

Countries we ship to

United States, Canada, Australia, New Zealand, the United Kingdom, all European Union countries plus Switzerland, Norway, Iceland and Serbia, Israel, the United Arab Emirates, South Korea, Taiwan, Hong Kong, Singapore, Malaysia, Thailand, the Philippines and Indonesia. If your country is not listed, contact us before ordering.

II. Delivery issues

Whatever the issue, please email us first with your order number.

If you have any question or complaint, contact us at contact @ akazuki.com with your order number. Claims made more than 2 months after the purchase date may not be eligible.

Retention: if your tracking shows the parcel in retention, it is usually being held at your local post office. Contact your postal service to arrange pickup or redelivery.

Delay: if your parcel has not arrived within 30 days of dispatch, contact us immediately.

Damage: if a product arrives damaged, email us on arrival with photographs of the item and the packaging. We will resolve it promptly.

Mistake: if we sent the wrong item, please accept our apologies and contact us immediately.

Parcel returned to us: if a parcel comes back to us, we will contact you to arrange reshipment. Who covers the reshipping cost depends on the reason for the return (incorrect or incomplete address, unclaimed parcel, or an error on our side).

III. Import duties and taxes

United States: the prices displayed to customers in the United States already include import duties. The total shown at checkout is the total you pay, with no additional charge on delivery.

All other countries: import duties, VAT or other taxes are not included in the product price and may be charged by your customs authority when the parcel arrives. If applicable, they are paid directly to the carrier or the customs office. Rates vary by country; your national customs website lists them. The full value of your purchase is declared on the customs label, without exception.

IV. Returns and refunds

If you are not satisfied with your purchase, we are here to help.

Returns

You have 7 calendar days from the date of receipt to return an item. To be eligible, the item must be unused, in its original packaging and in the condition you received it. Return shipping is at your expense, and original shipping fees are not refundable.

Address your return to:

AKAZUKI LTD
810-0041
FUKUOKA-KEN, FUKUOKA-SHI
CHUO KU Daimyo 2-2-51-502, Japan

Label the box clearly with 'Product Return - Warranty Service - Made in Japan' and include your order number.

Refunds

Once we receive and inspect the item, we notify you of the status of your refund. If approved, the refund is issued to your original payment method; the time it takes to appear depends on your card issuer.

V. Email

If you are waiting for a reply from us, please check your spam folder. Our emails are occasionally filtered there.