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FAQs

All orders are shipped from Japan.

Yes. TOKYO TO YOU ships Japanese products to many international destinations. Available shipping options will appear at checkout based on your country or region.

Delivery times vary depending on your location, selected shipping method, customs processing, and local postal conditions.

Once your order has shipped, you will receive a shipping confirmation email with tracking information.

We work quickly to prepare and ship your order as soon as possible. Once your order has shipped, you will receive an email with further information.

Yes. When your order ships, we will send tracking information to the email address used at checkout.

Tracking may take time to update, especially after the package leaves Japan or while it is being processed by customs. Please check again after a few days. If there is no update for an unusual amount of time, contact us and we’ll help check the status.

International shipping can sometimes be delayed due to customs, holidays, weather, or local delivery conditions. We recommend checking your tracking first. If you need help, please contact us with your order number.

Depending on your country, customs duties, VAT, import taxes, or handling fees may apply. These fees are set by your country’s customs authority and are usually paid by the customer.

Unless clearly stated at checkout, customs duties, VAT, import taxes, and local handling fees are not included in the product price.

Some countries charge import fees when goods arrive from overseas. These charges are not controlled by TOKYO TO YOU and vary depending on your country’s rules.

No. We must declare accurate product information and order values on customs documents.

If customs fees are refused, the package may be returned, delayed, or disposed of by the carrier or customs authority. Shipping fees and related costs may not be refundable.

After placing your order, you should receive an order confirmation email. Please check your inbox and spam folder.

Please contact us as soon as possible. If your order has not yet been processed or shipped, we will do our best to help. Once the order has been prepared or shipped, changes may not be possible.

Please contact us immediately if you need to cancel. If the order has already been processed, packed, or shipped, cancellation may not be possible.

Contact us right away with your order number and correct shipping address. If the order has not yet shipped, we will do our best to update it. Once shipped, we may not be able to change the delivery address.

Available payment methods will be shown at checkout. You can choose from the payment options displayed for your country or region.

Yes. Our checkout uses secure payment processing to help protect your payment information.

For safety and hygiene reasons, we generally cannot accept returns for opened, used, or customer-unwanted items, especially skincare, food, beverages, and personal care products.

Please contact us within 7 days of delivery with your order number and clear photos of the damaged item, packaging, and shipping label. We will review the issue and help you with the next steps.

Please contact us within 7 days of delivery with your order number and photos of the item you received. We will review the issue and assist you.

Please contact us within 7 days of delivery with your order number and photos of the package contents. We will check your order and help resolve the issue.

At this time, we do not accept returns for change-of-mind purchases. Please review product details carefully before placing your order.

If a package is returned due to an incorrect address, failed delivery, refusal of customs fees, or failure to claim the package, additional shipping fees may apply. Refunds may not include original shipping costs or return-related fees.

Yes. TOKYO TO YOU focuses on authentic Japanese products sourced from Japan.

Our store focuses on Japanese brands and products shipped from Japan. Some brands may manufacture certain items outside Japan, depending on the product. Please check the product page for details when available.

Skin type and sensitivity vary by person. Please check the product description, ingredients, and usage instructions before purchasing. If you have sensitive skin or allergies, we recommend patch testing first.

When available, we provide product details, ingredient information, or translated product guidance to help customers shop confidently.

We only ship products that we can reasonably prepare for international delivery. However, each country has its own import rules, and customs may inspect or restrict certain products.

Yes. Send us a message and tell us what you’re looking for, such as skincare concern, stationery use, snack preference, or gift idea. We’ll do our best to guide you.