FAQ

Please see below for some of our most frequently asked questions.

・What are the shipping options for international orders?

We have recently introduced automatic shipping rates for some regions and countries. Available options for your shipping address will be displayed during checkout. Currently we ship internationally with DHL Express and, where available, International ePacket (regular airmail from the Japan Post with some tracking ability depending on the destination).

Please note that due to disruptions in transportation, Japan Post is not accepting packages for some countries and has limited the shipping options for others. Your package may take longer to arrive than the usual estimate.

If other shipping options are not available, we will calculate your shipping manually. In this case, at checkout the shipping fee will be listed as ¥0 yen. The shipping fee will be calculated and billed via PayPal when the order is ready to ship.

 

・I would like to place an international order, will my order be subject to import fees in my country?

Depending on the laws and regulations of your country, your order may be subject to import duties or taxes upon arrival at the local port of entry.

Whether import fees are charged and at what rate will usually depend on what country the shipment was sent from, the value of the package, and package contents.

If you are concerned about the possibility of being charged import fees, please be sure to look up the regulations for your country in advance. For your reference, all orders placed on our online shop (amirisu International) are shipped from Kyoto, Japan.

Any import taxes, duties, or fees incurred are the responsibility of the customer. We cannot assist with the payment of these fees or provide any discounts or refunds in relation to these fees. We do not accept cancellations due to a customer's inability or unwillingness to pay import fees, taxes, or duties.

 

・I placed two separate orders, can you combine them for shipping?

After the order number has been finalized, as a rule we are not able to combine that order with another regardless of how small the second order might be. We ask for all of our customers' understanding on this matter.

 

・Can I have my yarn wound into cakes before shipping?

We do not provide a yarn caking service for our online orders. We only offer this service for purchases at our brick-and-mortar shops.

 

・How can I track my order after it has shipped?

For international shipping, tracking numbers will be provided with a notification that your package has been sent. For international orders, we ship with Japan Post or DHL.

We do not provide tracking numbers for orders within Japan. We encourage customers in Japan to consider using the notification services provided directly by Yamato Transport or Sagawa Express (information provided in Japanese).

 

・Can I make an order through another method such as phone, e-mail, or fax?

This is a service we offer only to members of our Supporter's Club (annual membership fee required, open for new members in February and July). If you are not a member, please make your order via our online shop.

 

・How do I pay for my order?

We accept payment by credit card or PayPal.

Please note that in some cases shipping will be billed separately. If the shipping fee is listed as ¥0 yen at checkout, this means that we will need to calculate the exact shipping rate for your order after it is packed. In this case the shipping fee will be calculated and billed via PayPal when the order is ready to ship.

 

・Will a sold out item be in stock again?

We often receive inquires about when certain items might be restocked, but as many of the items are imported, it is difficult for us to provide a clear estimate. We encourage you to sign-up for notifications for any item you are considering. Thank you for your patience.

 

・I'm having difficulty placing an order on the website...

  1. If there is a problem on our side with our online shop, we will make an announcement on our social accounts such as Twitter or Facebook.
  2. Members of our Supporter's Club (annual membership fee required, open for new members in February and July) are welcome to make an order via email, phone, or fax. We can only accept orders through our website for customers who are not members of the Supporter's Club.