Frequently Asked Questions
If your question isn't answered below, get in touch — we reply within one to two business days.
Orders and payment
What payment methods do you accept?
All available payment methods are shown at checkout.
What currency are prices in?
The store displays prices in your local currency based on your region, and checkout is charged in that currency.
Can several orders be shipped together?
Yes — that's what consolidated shipping is for. If you've already placed separate orders, email us the order numbers and we'll arrange it.
Can I change or cancel an order?
Once an order has been accepted, cancellation may not be possible. Email enquiry@kitco.jp as soon as you can and we'll do what we can.
Can I see my past orders?
Yes. Sign in with the email address used at checkout to view your order history and delivery status.
Shipping cost
How much do I need to spend for free shipping?
Hong Kong HK$500; Taiwan and South Korea HK$600; East and Southeast Asia HK$700; rest of Asia HK$800; Europe, Oceania and Canada HK$1,000; United States HK$1,200; elsewhere HK$1,500. The store converts these into your local currency.
What is the shipping charge below that?
Hong Kong HK$50; Taiwan and South Korea HK$100; East and Southeast Asia HK$150; rest of Asia HK$200; Europe, Oceania and Canada HK$300; United States HK$400; elsewhere HK$500. See Proxy Buying & Consolidated Shipping.
Are there customs duties on top?
Prices don't include customs duties, import taxes or clearance fees in the destination country. Where local customs charge these, they are payable by the recipient.
Delivery
How long will it take?
Hong Kong about 2–4 business days; East and Southeast Asia 4–10; rest of Asia 8–15; Europe, the Americas, Africa and Oceania 10–25. During peak periods this can extend to three or four weeks.
Do I get a tracking number?
Yes. We email a dispatch confirmation with tracking once your order ships.
Do you ship outside Hong Kong?
Yes, we ship worldwide. Rates and times by region are on the shipping page.
What if I order at the weekend?
Orders placed on Saturday or Sunday are dispatched the following Monday.
Proxy buying
Can you source something you don't stock?
Yes. Send us the product name, a link or a photo and we'll check the price and availability. Use the enquiry form to upload photos, or message us on Instagram.
How quickly do you reply?
By email, within one to two business days.
What can't be shipped?
Items restricted by air and postal regulations — flammable goods, compressed gases, corrosive liquids, lithium batteries and so on. Some countries also restrict imports of food, supplements or cosmetics. Check with us first if you're unsure.
Products
Are the products genuine?
Yes. Everything is bought from authorised retailers or suppliers here in Japan, then received at our warehouse in Shiga, where each item is counted and checked before it ships.
How long is the best-before date on food?
We choose stock with the longest dates we can. If a specific date matters to you, tell us before ordering.
What are CHIIKAWA regional editions?
Some CHIIKAWA goods are sold only in particular parts of Japan, with designs based on local specialities or landmarks. Being in Shiga, we can pick up editions from the Kansai region directly.
What if an item turns out to be unavailable?
If stock runs short before dispatch, we'll arrange a full or partial refund for the affected order and email you the details.
Returns
Can I return something?
You have 7 days from delivery to request a return (14 days in the EU). Items must be in the condition you received them, unused, with tags and original packaging. Return shipping is at the buyer's cost unless the item is faulty or incorrect.
What can't be returned?
Perishables such as food, flowers and plants; customised items; personal care products; sale items and gift cards.
My order arrived damaged or incorrect.
Email enquiry@kitco.jp within seven business days of delivery with photos or video. Once confirmed, we'll start the return process. See our refund policy.
Other
Who are you?
The store is run by Kobayashi International Trading Co., Ltd., a registered Japanese company based in Inae-cho, Hikone City, Shiga. See About Us and our legal notice.
How do I hear about new arrivals and offers?
Subscribe on our home page, or follow us on Instagram at @my.my.my.official.