FAQ

When will my order ship?

Orders are generally dispatched within 1–3 Japan Post business days after purchase. Japan Post business days exclude weekends and Japanese national holidays. Temporary destination-specific restrictions are listed separately on our Shipping Updates page.

How can I track my order?

Tracking information is provided after your order has been dispatched. Tracking updates can take some time to appear after the carrier first accepts the shipment. If you have not received tracking information after dispatch, please contact us with your order number.

Can multiple items be shipped together?

Multiple items may be combined into a single shipment whenever package size and destination requirements permit.

Do you offer gift wrapping?

Simple gift wrapping using a nonwoven fabric gift bag is available upon request.

Can I include a personal message?

Please contact us before ordering with the message you would like to include. We will confirm whether the message can be included with the item and fulfillment method.

Do you accept custom requests?

You are welcome to contact us about a custom request. Each request is reviewed individually, and acceptance depends on the design, materials, schedule, and production availability. A custom request is not confirmed until AYUKO TOKYO has agreed to its details, price, and estimated schedule.

Will I have to pay import taxes or duties?

For orders shipped to the European Union, prices do not include EU import VAT or customs duties, and AYUKO TOKYO does not currently collect those charges at Shopify checkout. Applicable import VAT, customs duties, customs clearance fees, carrier handling fees, or other import charges may be assessed upon import and are payable by the recipient. Please review our Duties & Taxes page for information about other destinations.