FAQ
Shipping
Q: Do you ship to the United States?
A: Yes! We ship to the U.S. Mainland, Washington D.C., Hawaii, Alaska, Puerto Rico, and Guam. All orders are shipped from Japan. Please note that some U.S. territories (such as American Samoa) are not available for shipping. For more details, please refer to our shipping policy.
Shipping
Q: Do you ship to the United States?
A: Yes! We ship to the U.S. Mainland, Washington D.C., Hawaii, Alaska, Puerto Rico, and Guam. All orders are shipped from Japan. Please note that some U.S. territories (such as American Samoa) are not available for shipping. For more details, please refer to our shipping policy.
Q: How long does shipping take?
A: We offer international express shipping from Japan to the United States. Delivery takes 6-10 business days for the U.S. Mainland, Washington D.C.,Hawaii, Alaska, and Puerto Rico and 7-14 business days for Guam.
Q: How much is shipping?
A: Shipping costs vary by destination:
- U.S. Mainland, Washington D.C.,Hawaii, Alaska, and Puerto Rico: $22.00
- Guam: $40.00
Q: Can I track my order?
A: Yes! Once your order ships, you'll receive a tracking number via email so you can monitor your package's journey.
Q: What if my package is lost or damaged?
A: If your package is lost or arrives damaged, please contact us within 7 days of the expected delivery date. We will review the situation and work to resolve the issue promptly. Early notification helps us address the matter more quickly.
Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express) and Shop Pay.
Q: What currency are prices listed in?
A: All prices are displayed in US Dollars (USD).
Q: Is it safe to shop on your website?
A: Absolutely! Our checkout is secured with SSL encryption, and we never store your payment information.
Returns and Exchanges
Q: What is your return policy?
A: We accept returns within 30 days of delivery if the item is in the same condition as when it was delivered. Please note that return shipping costs from the US to Japan are the customer's responsibility.
Q: How do I initiate a return?
A: Contact us at [email address] with your order number and reason for return. We'll provide you with return instructions.
Q: Do you offer exchanges?
A: We apologize, but we do not offer exchanges as our items are one-of-a-kind vintage pieces. If you wish to return an item, we will process it according to our return policy. Please note that refund amounts may vary depending on the item's condition and reason for return. For details, please refer to our return policy.
Products
Q: Are your products authentic?
A: Yes, all our products are 100% authentic vintage items. We guarantee the quality and authenticity of every item.
Q: Are the product descriptions in English?
A: Yes, all product information, including descriptions and sizing, is provided in English.
Q: What if I have questions about sizing?
A: Please refer to the size information provided in the product description. If you need additional assistance, feel free to contact us before placing your order.
Customs and Taxes
Q: Will I have to pay customs fees or import duties?
A: Yes. Effective August 29, 2025, the United States has abolished the de minimis exemption. All imports to the U.S., regardless of value, are now subject to customs duties and processing fees. These charges are the buyer's responsibility and will be collected by U.S. Customs or the shipping carrier upon delivery. These fees are not included in our product prices or shipping costs.
Q: How much will customs fees be?
A: Customs fees vary depending on the product type, declared value, and your state. For specific information, we recommend contacting U.S. Customs and Border Protection or your shipping carrier.
Customer Support
Q: How can I contact customer support?
A: You can reach us at hello@cococolor.shop. We typically respond within 24-48 hours (Monday-Friday, Japan time). If our customer support will be closed during year-end holidays or summer vacation, we will announce it on our website in advance.
Q: What are your business hours?
A: Our customer service team is available Monday-Friday, 10 AM - 5 PM JST (Japan Standard Time). Please note the time difference when contacting us.
Q: How long does shipping take?
A: We offer international express shipping from Japan to the United States. Delivery takes 6-10 business days for the U.S. Mainland, Washington D.C.,Hawaii, Alaska, and Puerto Rico and 7-14 business days for Guam.
Q: How much is shipping?
A: Shipping costs vary by destination:
- U.S. Mainland, Washington D.C.,Hawaii, Alaska, and Puerto Rico: $22.00
- Guam: $40.00
Q: Can I track my order?
A: Yes! Once your order ships, you'll receive a tracking number via email so you can monitor your package's journey.
Q: What if my package is lost or damaged?
A: If your package is lost or arrives damaged, please contact us within 7 days of the expected delivery date. We will review the situation and work to resolve the issue promptly. Early notification helps us address the matter more quickly.
Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express) and Shop Pay.
Q: What currency are prices listed in?
A: All prices are displayed in US Dollars (USD).
Q: Is it safe to shop on your website?
A: Absolutely! Our checkout is secured with SSL encryption, and we never store your payment information.
Returns and Exchanges
Q: What is your return policy?
A: We accept returns within 30 days of delivery if the item is in the same condition as when it was delivered. Please note that return shipping costs from the US to Japan are the customer's responsibility.
Q: How do I initiate a return?
A: Please contact us via the contact form with your order number and the reason for your return.. We'll provide you with return instructions.
Q: Do you offer exchanges?
A: We apologize, but we do not offer exchanges as our items are one-of-a-kind vintage pieces. If you wish to return an item, we will process it according to our refund policy. Please note that refund amounts may vary depending on the item's condition and reason for return. For details, please refer to our refund policy.
Products
Q: Are your products authentic?
A: Yes, all our products are 100% authentic vintage items. We guarantee the quality and authenticity of every item.
Q: Are the product descriptions in English?
A: Yes, all product information, including descriptions and sizing, is provided in English.
Q: What if I have questions about sizing?
A: Please refer to the size information provided in the product description. If you need additional assistance, feel free to contact us before placing your order.
Customs and Taxes
Q: Will I have to pay customs fees or import duties?
A: Yes. Effective August 29, 2025, the United States has abolished the de minimis exemption. All imports to the U.S., regardless of value, are now subject to customs duties and processing fees. These charges are the buyer's responsibility and will be collected by U.S. Customs or the shipping carrier upon delivery. These fees are not included in our product prices or shipping costs.
Q: How much will customs fees be?
A: Customs fees vary depending on the product type, declared value, and your state. For specific information, we recommend contacting U.S. Customs and Border Protection or your shipping carrier.
Customer Support
Q: How can I contact customer support?
A: You can reach us via the contact form. We typically respond within 24-48 hours (Monday-Friday, Japan time). If our customer support will be closed during year-end holidays or summer vacation, we will announce it on our website in advance.
Q: What are your business hours?
A: Our customer service team is available Monday-Friday, 10 AM - 6 PM JST (Japan Standard Time). Please note the time difference when contacting us.