Shipping & Returns Policy: The Wa Story Shop

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Processing time

Processing time is the time we need to prepare your order before it ships. Processing time can vary depending on item type, seasonal demand, and inventory status. If an item has a longer lead time, we may contact you with options.

Shipping & tracking

Shipping options and transit times vary by destination and carrier conditions. If tracking is available for your shipment, we will email tracking details after dispatch.

• Tracking: Shared by email after dispatch (when available).
• Transit time: Estimated transit times are not guaranteed and may change due to carrier volume, weather, or customs.

Address accuracy

Please double-check your shipping address at checkout. Incorrect or incomplete addresses can cause delays, delivery failure, or return-to-sender.

• Name: Use your full name (passport name recommended for international delivery/pickup scenarios).
• Phone: Provide a reachable number when possible (some carriers require it for delivery coordination).
• Special destinations: If shipping to a hotel or requesting pickup in Japan, use the traveler guide: Delivery for Travelers.

International duties & taxes

For international shipments, the destination country may charge import duties, taxes, or brokerage/handling fees. These charges are typically assessed by customs or the carrier and are usually the buyer’s responsibility unless stated otherwise.

Delivery issues (delays, damage, refused)

Delays

Carrier delays can occur due to weather, high volume, or customs clearance. Estimated delivery windows are not guaranteed. If your tracking has not updated for an extended period, contact Support and we will help you review the situation.

Damaged items (responsibility)

If your order arrives damaged, please contact Support as soon as possible with your order number and clear photos of: (1) the outer box, (2) inner packaging, (3) the damaged item(s), and (4) the shipping label. Please keep all packaging until the case is resolved.

• Damage in transit (arrived damaged): We will work with you to resolve the issue with a replacement, refund, or other remedy as appropriate. We may require photos and packaging to support carrier claims.
• Damage after delivery: Damage that occurs after successful delivery (e.g., mishandling, improper storage) is generally the customer’s responsibility.
• Third-party receiving (hotel/counter/post office): If a third party accepts the parcel on your behalf, it is treated as delivered. If you believe the item arrived damaged, contact us promptly and keep the packaging so we can review the best next step.

Time-sensitive note: Some carriers require damage reports within a limited time window after delivery. Please contact us promptly.

Refused deliveries

If a parcel is refused by the recipient or by a third party (for example, a hotel that does not accept parcels), the carrier may return it to the sender. See Unclaimed / refused deliveries for responsibility and cost handling.

Returns eligibility

Returns are accepted only for eligible items and conditions. In general, items must be unused, unopened (when applicable), and returned in original condition. Some items may be non-returnable due to hygiene, safety, perishability, or other reasons.

• Eligible: items in new/unused condition, returned in original packaging (when applicable).
• May be excluded: perishable items, final sale items, or items that cannot be resold for safety reasons.
• Return window: If your order qualifies, contact Support within a reasonable period after delivery (or within the return window shown at checkout/order confirmation, if provided).

How to request a return

1. Contact Support: Use the Support or Contact page and include your order number.
2. Tell us the reason: For damage/issues, include photos.
3. Wait for instructions: We will confirm eligibility and provide return steps if approved.
4. Ship back securely: Use protective packaging and keep your shipment receipt.

Refunds & timing

If a return is approved, refunds are typically issued after the returned item is received and inspected (or after the situation is verified for damage/incorrect items). Refund timing can vary depending on payment method and processing systems.

• Refund method: Issued to the original payment method unless otherwise stated.
• Shipping fees: Original shipping fees may be non-refundable in certain cases (see below).

Unclaimed / refused deliveries (responsibility)

If a parcel is refused, unclaimed, or returned to sender because the recipient did not pick it up, missed the pickup deadline, provided an incorrect/incomplete address, or did not follow hotel/counter/post office policies, this is considered a customer-side issue. In these cases, original shipping fees are non-refundable, and any return or re-shipping costs (if applicable) may be deducted from the refund or billed separately.

If the return is caused by our error (for example, we sent the wrong item or used an incorrect label), we will cover the reasonable costs and resolve it with a replacement or refund.

Contact

For shipping questions, delivery issues, or return requests, please contact Support and include your order number when available.

• Support page
• Contact form
• Delivery for Travelers (Hotels & Pickup in Japan)