Frequently Asked Questions (FAQs)

Our products are all 100% hand-made by our team in Tokyo (Japan).

The second-hand kimono used to make our products are sourced from various sources such as second-hand markets, professional kimono dealers and shopkeepers, etc..

Specifically for our cloth masks, we only use second-hand kimono that are less than 20 years old and purchased from professional dealers and shopkeepers.

To prepare the kimono for our cloth masks, the fabric is peeled, machine washed and exposed to light for two to three days.

No, cloth masks aren’t medical grade. Our masks are made only of vintage kimono fabric, new cotton used for the inner lining of the mask, soft anti-irritant elastic, sewing thread and… a lot of work done by hand! In most of our masks there’s an inner pocket to insert extra padding or a filter.

Most of our cloth masks are made of silk and cotton, and these should be washed using silk instructions. Some of our masks are made entirely of cotton and can be washed using cotton instructions. Please refer to the individual page product for a description of the fabric used. You can find more information on how to wash different fabrics on many websites (e.g. https://tide.com/en-us/how-to-wash-clothes/washing-different-fabrics)

Our order fulfillment time is indicatively 3-5 business days from payment day, which means that our goal is to ship your order and products by 3-5 days from payment day. However please note that due to the fact that all our products are hand-made we cannot guarantee that all our orders will the shipped in 3-5 days. 

You will receive a confirmation email when your order has been shipped. Should you have not received this confirmation email after 10 days from payment day and should you not want to wait few additional days for the order fulfillments, please get in touch with us and we will cancel your order. 

Please refer to the FAQ below for more information on the shipment and delivery time and impacts of the COVID-19 outbreak.

Normally, the delivery in Japan takes only 1-2 business days and the international deliveries 5-7 business days from shipment. However, delivery times also depend on the country where the order is being shipped to (check the delivery days online on https://www.post.japanpost.jp/cgi-charge/index.php?lang=_en).

Note that currently most of our deliveries and in particular the international shipments are delayed due to the COVID-19 outbreak, please read the dedicated FAQ “Is the shipment and delivery time affected by the COVID-19 outbreak?” above.

To offer quick international deliveries during these times, we introduced Express Registered shipping, handled by Yamato Transport (https://www.kuronekoyamato.co.jp/en/), one of Japan’s largest door-to-door delivery service. The delivery through Express shipping is about 7-10 days from order date to your country.

Yes. While deliveries in Japan are regular, unfortunately due to COVID-19 and related restrictions on air transport we can ship directly from Japan to a limited number of countries (e.g. Singapore, Philippines, etc.).

For this reason, we are managing most of the international shipments through Switzerland (Swiss Post), leading to a delivery time of approx. 2-4 weeks from shipment for most of the international deliveries (incl. to Europe and North America).

To offer quick international deliveries during these times, we introduced Express Registered shipping, handled by Yamato Transport (https://www.kuronekoyamato.co.jp/en/), one of Japan’s largest door-to-door delivery service. The delivery through Express shipping is about 7-10 days from order date to your country.

The orders from our e-shop are mostly shipped through Japan Post and Swiss post, two of the most reliable logistic and courier providers in the world. We offer various delivery options:

• Masks, earrings, necklaces and bracelets
  • Free unregistered shipping for Japan on all masks, earrings, necklaces and bracelets products!
  • Express registered shipping (price varies by destination country, approx. 2000-3000 yen)
  • Registered traceable shipping for Japan (500 yen) and international (1000 yen), with tracking number.
  • Unregistered shipping international (500 yen), without tracking number.
• Christmas balls, kokeshi dolls and eastern eggs
  • Unregistered shipping for Japan (400 yen) 
  • Express registered shipping (price varies by destination country, approx. 2000-3000 yen)
  • Registered traceable shipping for Japan (500 yen) and international (1000 yen), with tracking number.
  • Unregistered shipping international (800 yen), without tracking number.

Please note that unregistered shipping is without tracking number, thus we will not be able to track the delivery status after shipment.

After order, we will personally take care of preparing the shipment directly from Tokyo (Japan). Your order will be shipped as soon as possible. Note that for some of our products (e.g. cloth masks) we specify in the product description the specific shipment dates.

We accept payment at delivery (Japan only) and payment with Paypal, Square and Stripe.

These secured payment channels allow you to make payments using a variety of methods including credit and debit cards, bank account, etc..

Also, for new buyers, signing up for a PayPal account is now optional and you can complete the Paypal payment process without registering. For more information on Paypal payments please refer to:

• https://www.paypal.com/us/webapps/mpp/popup/about-payment-methods
• https://www.paypal.com/us/webapps/mpp/account-optional

Of course, you will receive the invoice by email at the moment of the order. Please let us know for any specific requirement.

Customer data security is our highest priority. Our website is hosted by Safegator, a leader hosting solution provider.

Due to the personal utilisation of our products (earrings, necklaces, bracelets and in particular cloth masks, etc.) we cannot accept returns.