FAQs

Where do your products come from?

We source products through suppliers and retailers in Japan. Some items are purchased after you place your order.

Do you ship worldwide?

We ship internationally to the destinations available at checkout. Delivery availability can vary by product and destination. If you cannot select your country at checkout, we currently cannot accept an order for delivery there.

How long does delivery take?

Standard order processing takes 3–4 business days. After dispatch, estimated delivery takes 7–12 business days, for an estimated total of 10–16 business days. These are estimates; customs processing, carrier disruptions, holidays, and remote addresses can cause delays. Any different estimate for a product or destination should be shown before checkout.

How much is shipping?

Your shipping cost is calculated and displayed at checkout before payment. It depends on your destination and the size or weight of your order.

Will I need to pay import duties or taxes?

Import rules vary by destination. Please check the duties and taxes information shown at checkout and in our Shipping Policy before placing your order. Your destination’s customs authority or carrier may require additional payment if duties and taxes are not included at checkout.

Can I track my order?

Yes, when tracking is available for the shipping service used. We’ll email the tracking information after your order is dispatched. It may take some time for the carrier’s first update to appear.

Why hasn’t my order shipped yet?

We may need to purchase your item in Japan after you place the order. Standard processing takes 3–4 business days after payment confirmation. If we cannot dispatch within the stated timeframe, we’ll contact you with an update and your options.

Can I change or cancel my order?

Email supports@natsuyama365.com as soon as possible. We’ll check whether the order can still be changed or canceled. Once a parcel has shipped, our return policy applies.

What if an item is unavailable?

We’ll contact you and offer a refund for that item or an alternative you choose. We won’t substitute a different product without your approval.

Can I return an item?

You can request a return within 30 days of delivery. For a change-of-mind return, the item must be unused and in its original condition with its packaging, tags, and accessories. You are responsible for arranging and paying for return shipping. Contact us before sending anything back so we can provide return instructions and the correct address.

If an item is defective or different from what you ordered, email us with your order number and photos so we can help resolve it. See our Returns & Refunds Policy for full details.

How can I contact you?

Email supports@natsuyama365.com. For an existing order, include your order number so we can find it faster.