Help Center

Track Your Order

Orders can also be tracked directly on your local postal service website (USPS, Canada Post, Australia Post, etc.). However, please be aware that these websites can take up to a few weeks to update their tracking information after an order has left Japan).

If you do not have a tracking number:  Only orders sent by registered or express shipping are trackable. Orders sent by economy shipping do not include a tracking number.

Orders sent with economy shipping generally take 9 to 30 working days (excluding weekends) to be delivered. Although it is very uncommon- in some extreme cases, some packages sent with economy shipping can take up to 45 working days to be delivered.

Orders sent with our registered/tracked shipping method generally take around 9-20 business days to be delivered. Express shipping varies depending on the shipping region, but usually take 2 to 5 business days to most countries.

These estimated windows begin after orders leave our warehouse. Please contact us if your package is not delivered within the estimated shipping window.

Don’t be alarmed if your package looks like it is stuck in Osaka on the JP Post website! In most cases, once the order has left Japan, the tracking can take up to a few weeks to update on your regional postal service website since it is now in the hands of your regional shipping provider (USPS, Australia Post, etc). Your tracking will begin to update again after your package arrives in your country.

Shipping costs vary depending on where you live, the weight of your package and the shipping method you choose.


We are proud to offer fast, secure shipping straight to your door all the way from our shop here in Hyogo, Japan.

Keep in mind that estimated delivery windows do not include weekends. Additionally, shipping delays do happen from time to time and they are unfortunately out of our control.

If your delivery window has passed and you still have not received your order, please contact us and we will track down your package for you.

A shipment confirmation email should be sent to you within three business days of completing your purchase. Most of the time, missing shipping confirmations can be found in the spam/promotions folder provided by your email client.  If you can’t find your shipping confirmation there, please contact us and we will make sure you receive a confirmation email.

Yes! We guarantee our products to arrive in perfect condition. In the event that an item from your order is damaged during shipping, please email us with a detailed photo of the damage within 48 hours of your delivery.

'Retention' means that your parcel is being held at your local Post Office and you either need to pick it up there or schedule a redelivery if possible.

Packages are sometimes sent back to our offices for a variety of reasons (customer provided incomplete shipping address, package was not picked up within post office retention period, etc.). In these cases, the customer is responsible for paying a fee to re-ship the package. If you do not want to pay a re-shipping fee, we will refund your order (minus the shipping fee, if applicable).

If you're not satisfied with your purchase, you can return the items and ask for a refund, an exchange or store credit.

All returned items must be unused and in the original condition you received them in. Shipping fees cannot be reimbursed.

Exchange requests must be made within seven (7) days after delivery. Simply notify us of the item(s) you would like to exchange and send the item(s) you received back to us (customer is responsible for return shipping fees). After we receive the returned item(s), we will adjust any price differences and send you the new item(s) requested.

Yes! You can create a customer account on FEDECA STORE and save your payment and shipping details for faster checkouts in the future.

We can cancel your order if it has not shipped out yet. Send us an email to let us know that you would like to cancel your order.

In the event that your order has already left our warehouse, we unfortunately cannot cancel your order. Unwanted items will have to be returned after delivery (customer is responsible for return shipping costs). After the unwanted items are received at our offices, we will refund the order minus the original shipping cost.

We can add or remove items from your order if your order has not shipped yet. Send us an email to let us know how you would like to modify your order.

In the event that your order has already shipped out, we unfortunately cannot modify your order. Unwanted items will need to be returned after they received (customer is responsible for return shipping costs) and any additional items will need to be purchased as a separate order.

You should receive an order confirmation within a few minutes of completing your order. If you do not receive a confirmation email within one hour of making a purchase, please send us an email to ensure that we have received your correct email address and that your order has been completed successfully.

Scroll to the bottom of the site and select your preferred country/currency from the drop down.

We accept PayPal, Visa, Mastercard and American Express credit cards. We also accept Google Pay, Apple Pay, and Shop pay.

As our products are shipped from Japan they may be subject to taxes and to customs fees in the country of delivery. These costs are the customer’s responsibility. 

For our customers in the USA:

Most packages with a declared value that is under $2000 USD will be cleared without any fees.

For our customers in Australia: 

Orders below $1000 AUD are regarded as 'low value imports' by Australian customs. As of 01 July 2018, customs duties may apply to any goods imported from overseas by consumers in Australia. For more information please visit the Australian customs website. 

For our customers in Canada: 

Orders above $20 CAN require that you pay the applicable duties and the GST. For more information please visit the Canadian customs website.

For our customers in the EU:

From 1 July 2021, import VAT is payable on all goods entering the EU, irrespective of their value. For goods with a value of more than €150 you will have to pay Customs Duty in addition to import VAT. The customs value on which Customs Duty is calculated is the cost of the goods plus transport (including postage), any insurance and any handling charges to deliver the goods to the EU. The rate of Customs Duty that applies depends on the goods you import.
 Carrier handling fees are typically $10 to $20.
To minimize fees, we recommend selecting the ePacket shipping method and not the Express Shipping Method.

External links:Douanes Belge-Douanes Suisse-Germany, Zoll-UK customs, Revenue (Irish Tax and Customs)

 
We understand that custom fees are worrying for some of you. We hope that you are reassured by the fact that, when buying on FEDECA STORE, you really are ordering direct from Japan- getting authentic and original Japanese items that are not easily found anywhere else.

For Express Shipping: FedEx, UPS and DHL usually send an invoice a few days after delivery where as EMS (JP Post shipped, delivered by your National Post) generally charges the required sum at delivery. 

For Registered & Economy Shipping: Your national carrier will generally bill you when applicable.

Due to shipping regulations out of our control, we cannot claim orders as gifts at customs.

FEDECA STORE and the store.fedeca.com website are the property of the company kanzawa works co. ltd. All transactions on the FEDECA STORE website are subject to Japanese law. Every order made by a customer (i.e. you) entails the explicit acceptance of the general conditions described below.

I. ORDER
When you click on the "confirm" button when making an order, you commit to fully accept all the terms of sale as well as the entirety of these General Conditions of Sale and without reserve.
The checkout process consists of five (5) steps: shopping cart confirmation, input of billing address (and/or shipping address), shipping options, payment and order confirmation. The customer will be provided with the possibility of changing or reviewing any details in their order before final confirmation. As soon as we have received your order, we will send you an order confirmation.

II. PRICE AND PAYMENT
Prices are displayed and payment is processed in the currency of your choice from the following: US Dollars, Euros, Australian Dollars, Canadian Dollars, British Pounds, Singapore Dollars, Hong Kong Dollars, Chinese Yuan, Danish Kroner, Indonesian Rupiah, Macanese Pataca, Mexican Peso, New Zealand Dollar, Norwegian Kroner, South Korean Won, Swedish Krona, Swiss Franc, New Taiwan Dollars, UAE Dirham. Shipping and handling charges (included taxes which depend on countries) are not included in the listed price. Shipping charges are clearly indicated during the ordering process.
Occasionally, customers living in areas that are considered remote areas by our Express Couriers may be asked to pay an additional remote area surcharge after completing their order. Similarly, customers with orders that are especially large may be asked to pay an additional shipping surcharge due to COVID shipping rate increases after completing their order. In this instance, customers will be given the option to proceed with the order or to cancel and receive a refund for their order.
All credit card transactions are processed securely by Shopify Payment or PayPal. It is not necessary to have a PayPal account in order to make a payment. FEDECA STORE does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled by PayPal or Shopify Payment.

For payments made with Shopify Payments, you may be subject to international transaction fees as our company is registered in Japan.
The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. These supplementary costs are the customer’s responsibility. For more information, please read the Shipping and Tracking section on our site or refer to your national custom official site.

III. SHIPPING AND DELIVERY
1. Shipment
Once an order is processed, most packages are dispatched within 3 to 5 working days (please allow extra time for orders placed over weekends and holidays). You'll receive a shipping confirmation email after your order leaves our warehouse, which includes information such as a tracking number, at that time.
All products are dispatched from Japan by airmail or a private carrier in the following list (UPS, FedEx, DHL). Please consult the Shipping and Tracking section for a list of countries we ship to, as well as what to do if your country is not on the list.
In general, we offer the following shipping options:
Economy (untracked, for small packages): estimated delivery within 10 to 30 business days to many regions
Registered/Tracked: estimated delivery within 9 to 20 business days to many regions
Express (tracked): estimated delivery within 2 to 5 business days to many regions
Please note that 'business days' do not include weekends or holidays.
Due to evolving restrictions related to COVID-19, you may temporarily see limited shipping methods available for some regions.

2. Shipping cost
Shipping costs vary according to the parcel's weight and the shipment method of your choice.
To get a shipping estimate, simply add desired items to your cart, and click “View Cart”. Under “Subtotal” click “Calculate Shipping” and input your shipping country, state, and zip code and your shipping cost options will be displayed. For high-volume and/or professional orders, actual shipping fees may differ from these estimates.

Regarding changes to your shipping address:
If you notice you need to modify your shipping address BEFORE your order has been shipped, just email us at fedeca@kanzawa.co.jp with your order number and updated shipping address and we can make the edit.

If you need to modify your shipping address AFTER we have shipped your order, please contact the responsible shipping carrier to make the change. PLEASE NOTE: This address change request will incur a fee ($15-$25+ depending on the location of the new address). We will invoice you for this address change fee.

3. Delivery issues
Economy or Registered shipments (Japanese post): if you have not received your order by 30 business days, first check with your local post office. Please contact us only after 45 working days, at which time we can file a missing package claim and send you a replacement order.
Express shipments (FedEx, DHL, UPS and EMS): customers are responsible for their order's online tracking (the tracking number is included in the shipping confirmation mail). Sometimes, carriers cannot deliver a package (for instance, due to the size of the mailbox). In this case, customers may have to contact carriers directly.
FEDECA STORE will not be responsible for the return of parcels that couldn't be delivered. We are able to reship returned packages, but the reshipping cost will be at the customer's expense.
For more information about shipping fees, taxes and delivery, please read our Shipping and Tracking section.

IV. RETURN AND CANCELLATION POLICY
If you are not satisfied with your order, you have seven days after receiving your order to return the item(s) for an exchange, refund or store credit. Every inquiry must be sent by email to fedeca@kanzawa.co.jp Please indicate what you are returning and why. In order for us to process your return, please include your name, email address and order number along with the name of the items that you're returning. You will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund.
In the event that a product is damaged during shipping, please contact customer service at fedeca@kanzawa.co.jp and send a detailed photo of the damage with the order number.
Customers can cancel an order until it is dispatched (please contact us as soon as possible).
We try to ensure that all product information is accurate and complete, and that the photographs clearly indicate the shape, color and details of each item. Because orders are shipped internationally, exchanges cannot be made for products ordered incorrectly due to customer error so please order carefully!
Please be aware that in all cases the customer is responsible for paying customs fees and for providing any and all documents required by Customs in your country. If the customer refuses to pay these taxes, the package will return to us. We'll then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us. Note that express shipments can't be sent back to us as return fees are too high (usually exceed the order value). In that case, the order will be destroyed and no refund will be possible.

V. REFUND
FEDECA STORE will refund the customer within two business days after having received the returned items. The refund will be processed on the same account that was used for the purchase (or a voucher code, according to the customer's wish).

VI. APPLICABLE DUTY
The company kanzawa works co. ltd. is subject to Japanese law. Within those confines, we will try to satisfy our customers as much as we are able. In the event of complaint or difficulties, the customer can contact FEDECA STORE customer service for help in finding an amicable resolution.

VIII. INTELLECTUAL PROPERTY
All text, comments, works, illustrations and images reproduced on the website fedeca.com and store.fedeca.com are reserved for the title of the royalty and intellectual document of title worldwide. The reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless specifically authorized by FEDECA STORE

FEDECA STORE respects each individual’s right to personal privacy. Therefore, we will only collect and use information through our web site in the ways described in this policy :<br /><br />FEDECA STORE uses Shopify.com as a third-party gateway and PayPal for credit card clearing.<br />At no time does FEDECA STORE have access to your credit card number.<br /><br />We use the information we collect about you to process orders and to provide a more personalized shopping experience. We will not sell or disclose personal information that identifies you to a third party at all.<br /><br />From time to time we may send you an email newsletter if you accepted it. If you do not wish to receive these emails, let us know and we’ll remove you from our list.