FAQ
Shipping & Delivery
Do you ship internationally?
Yes, we ship worldwide from Japan. Complimentary shipping is available on orders over 45,000 JPY (approx. $300) for packages up to 2 kg.
How are packages shipped?
We primarily utilize Japan Post and UPS for our deliveries:
・ Japan Post Air Packet: For orders up to 2 kg (size limitations apply).
・ Japan Post EMS: Our standard express shipping option.
・ UPS: Please select this option if you require priority express shipping.
Free Shipping Offer
・ Free shipping is available for orders over 45,000 JPY (approx. $300), up to a maximum weight of 2 kg and within package size limits.
・ All free shipping orders are dispatched via Japan Post's Air Packet.
Note: To ensure the safe arrival of our artisanal ceramics, these items require dedicated handling and reinforced packaging. Therefore, ceramic items are excluded from the standard free shipping policy.
When will my order ship?
All orders are typically processed within 4 business days. Please note that processing time is independent of the shipping method selected and does not affect the carrier's estimated transit time. We will notify you via email if any delay exceeds this 4-day window. Please be aware that Japanese public holidays are not counted as business days.
When will my order arrive?
Delivery times vary based on your selected shipping method. Estimated delivery times shown at checkout represent average durations in business days. Please expect potential delays during peak seasons, such as Christmas. If your package is delayed, we recommend checking your tracking information or contacting your local post office or UPS with your tracking number ready.
Returns & Cancellations
What is your return policy?
AUCTaS accepts returns of unused and undamaged products within 30 days of shipment.
・ Exclusions: Food and consumables, such as tea and cosmetics, are not eligible for return.
・ Condition: Items must be returned in their original protective packaging and in new, undamaged condition to qualify for a refund.
・ Shipping Fees: While initial shipping may be free, in the event of a return, the customer is responsible for both the original shipping cost incurred by AUCTaS and the return shipping fees. All applicable shipping charges will be deducted from the final refund.
How do I make a return?
Please contact us via our Contact Form indicating the items you wish to return and the reason. To process your request, please provide:
・ Full Name
・ Email Address
・ Order Number (#XXXXX)
・ Item Name(s)
Can I cancel an order?
Orders can be canceled as long as they have not yet been shipped. Once an order has been dispatched, we are unable to facilitate a cancellation or change.
I received the wrong item / Missing items
If you received an incorrect item or are missing a product, please contact us via our Contact Form with your order number and a photo of the received items. Please note that large orders may be split into multiple packages, and pre-order items may ship separately to avoid delaying your entire order.
Payment, Duties & Taxes
What methods of payment do you accept?
We accept major credit cards and PayPal via our secure Shopify Checkout.
How are duties and taxes handled?
Importing products from Japan may subject you to local taxes and customs fees. As a boutique startup, AUCTaS cannot cover these supplementary costs; they remain the sole responsibility of the customer. If a package is refused due to unpaid taxes and returned to us, we will refund the order amount minus the actual shipping costs (both ways) incurred.
Do you handle payments securely?
Yes. We do not store any payment information. All transactions are processed securely through Shopify, PayPal, or our other verified payment partners.