Thank you for shopping with us!
The shipment date of your order is as follows:
Orders excluding the coffee beans will be dispatched the 1-2 business day.
Orders including the coffee beans will be dispatched in 5-10 business days.
We only count the orders including the coffee beans in Monday afternoon JST, so if you have placed your order by then, your coffee will be dispatched the following Friday of that week.
For international shipping, DHL is primarily used, but EMS, FedEx, and UPS (only within the US) are also available in some countries. If you have a specific courier preference, please contact customer support after placing your order.
Unfortunately, it is not possible to pick online orders up at our shops. On the other hand, Kurasu Ebisugawa in Kyoto offers most of the online items. Please visit us, we are happy to help you!
The estimated delivery time after shipping. This may change depending on the situation.
Asia: 1-5 business days
Australia & NZ: 3-7 business days
Middle East: 3-7 business days
North America: 3-7 business days
South America: 3-14 business days
EU & UK: 3-7 business days
Africa: 3-7 business days
When an order is shipped via EMS, it typically takes an additional week for delivery.
Please note that these are estimates, we are not responsible for any delay in transit times. Once a package has been handed to the local Postal Services or the 3rd party, we do not have access to any further info than what the tracking number shows, so reach out to them to get more details on the location of your parcel.
update as of August 2024,
If you do not see your country on the list, please reach out to us.
Italy, Mexico, and Russia
We are sorry, but shipping is currently suspended due to export difficulties in these countries.
India, Brazil, Egypt, Greece, Peru, Spain, and Turkey
These countries are not included in our shipping list due to high import taxes. If you are willing to pay these taxes and wish to purchase our products, please contact us via email.
Spain Some cities (ESP: the islands) have strict export rules. Please contact us for more details.
Our shipping structure is designed to provide a straightforward experience for our customers:
This flat rate applies to all destinations, regardless of the weight or size of the items. You can see the exact amount during the checkout process before making any payment.
Please note:
Our shipping policy aims to make your shopping experience predictable and rewarding. If you have any questions about shipping costs or delivery, please don't hesitate to contact our customer service team.
Any import duties and taxes are the sole responsibility of the customer. We cannot be held responsible for any additional incurred duties.
Unfortunately, we cannot guarantee anything or give any precise information on custom charge as it will be decided by the local customs office, and that is something out of our control.
You will be able to find out your country's import regulation usually by visiting the government's official website.
USA: https://www.cbp.gov/travel/international-visitors/kbyg/customs-duty-info
In some cases, you may be asked to submit documents related to the shipment. These documents must be submitted directly to DHL or another courier. If you refuse to submit the documents or fail to respond within the specified time frame, your order will be canceled. Refunds will be processed according to our cancellation policy.
Please rest assured that your personal information will not be disclosed to us during this process.
You can cancel your order within 1 hour after placing it directly from your account. After that, please contact us with your order number as soon as possible.
Coffee bean orders cannot be canceled starting the next day after the order has been placed.
If you accidentally order the wrong items or forget to order something, please reach out to us as soon as possible with the order number and the items.
Please note that orders that have been shipped once cannot be cancelled or changed in any case.
If your order includes a coffee subscription, we need to cancel the subscription plan in our system separately. Otherwise, it will remain active. Please contact us for assistance.
If you only cancel the subscription order but not the subscription plan, it will continue and automatically place an order next month. To fully cancel your subscription, please do so from My Page or contact us for help.
Please note that in-store pickup is not available. Even if you specify a store as the shipping address, we cannot hand over orders in-store.
If you wish to have your order shipped to a temporary accommodation (such as a hotel), please ensure the following details are included in the shipping address. Additionally, please provide your personal contact information as the phone number when placing your order.
We do not ship to Airbnb or similar vacation rentals. If a package is returned to us due to an undeliverable address, we will refund the product price minus the shipping fee. (Please note that coffee beans are non-refundable.)
For smooth delivery, we recommend informing the reception or front desk of your accommodation in advance that you are expecting a package.
We begin preparing your coffee beans at our Kyoto roastery after your order is received. Shipping may take up to 10 business days, and we cannot guarantee delivery within your stay period.
If you wish to confirm the estimated shipping date before placing your order, please contact our customer support team. Please note that we cannot refund coffee bean orders even if the shipment arrives after your departure.
If your package arrives after your left, you may be able to arrange redelivery with the accommodation at your own discretion. Please contact the accommodation directly for more details. We does not offer a redelivery service.
We accept returns, exchanges, and refunds due to customers' personal preferences within 30 days, except in some cases (e.g., no longer needed, incorrect color or size, or different from expectations). Please reach out to us. All costs for the returns and exchanges are your responsibility, such as the shipping-back cost, import customs duties, and any other additional charges.
Your items must be unused and in the same condition that you received it. It must also be in the original packaging. The order number or the receipt or proof of purchase is required.
After our team has received your return and confirmed it is in the same condition, we will process the refund. The refund will be made in about 10 days to the card used to make the purchase.
Please note: You will be responsible for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We accept returns, exchanges, and refunds within 30 days for personal preference reasons (e.g., change of mind, incorrect color/size, or not as expected), except in certain cases. Please contact us to proceed.
Return Conditions:
Refund Process:
Once we receive and confirm the item's condition, we will process your refund within about 10 days to the original payment method. Return shipping costs are non-refundable and will be deducted from your refund if applicable.
You will receive a shipment confirmation email including tracking information once your order is fulfilled. Please fill in the correct contact information.
If you find any issues with the items you have received, please contact us within 7 days of delivery.
In an unfortunate case of any damage found in your package, please reach out to us as soon as possible. The likely causes of damaged shipments are: factory defect, transportation/delivery handling, etc.
To provide a fair and correct solution, we ask our customers to help us with the followings (most of these are requirements by carriers for their damage claim process.):
Kurasu will require the following.
Please reach out to us with the following. When opening your orders, please take some pictures of the shipping box and unbox the contents the first time. We will investigate immediately.
Please reach out to us with the following. When opening your orders, please take some pictures of the shipping box and unbox the contents the first time. We will investigate immediately.
We may need to contact you in certain cases, such as for customs duties, verifying identification, and other reasons.If we do not hear from you within 5 business days after the first contact attempt, your shipment will be void and non-refundable. Please ensure that you provide the correct email address and contact phone number.Unexpected issues can arise at any time, so please respond as promptly as possible to avoid additional costs related to storage and disposal.
