Thank you for shopping with us!
The shipment date of your order is as follows:
Orders excluding the coffee beans will be dispatched the next 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.
India, Italy, Mexico, and Russia
We are sorry, but shipping is currently suspended due to export difficulties in these countries.
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.
The shipping fee is calculated based on the destination and the weight of the items. You can see the exact amount during the checkout process before making any payment.
Please note that we do not take responsibility for any customs duties or additional charges that might apply to your package imposed by couriers.
The shipping cost does not include any applicable taxes or duties. These charges are the customer's responsibility and may be collected upon delivery.
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
You can cancel your order within 1 hour after placing it on your end. After that, please contact us with the order number as soon as possible. If there was a coffee subscription in the cart, we need to cancel the subscription plan on the subscription management system, otherwise, it is still active, so please contact us.
https://kurasu.kyoto/pages/contact
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.
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.
You will receive a shipment confirmation email including tracking information once your order is fulfilled. Please fill in the correct contact information.
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.
