FAQ
Shipping
Q: Do you ship to the United States?
A: Yes! We ship to the U.S. Mainland, Washington D.C., Hawaii, and Alaska via express shipping from Japan. Please note that we do not ship to P.O. Boxes, military addresses (APO/FPO/DPO), or U.S. territories and associated states (such as Puerto Rico, Guam, American Samoa, Micronesia, and Palau). For more details, please refer to our Shipping Policy.
Q: How long does shipping take?
A: We offer tracked international air shipping (FedEx/DHL) from Japan to the United States. For the U.S. Mainland, Washington D.C., Hawaii, and Alaska, delivery typically takes 6-10 business days. Please note that we do not ship to P.O. Boxes, military addresses, or U.S. territories such as Puerto Rico and Guam.
Q: How much is shipping?
A: We offer a flat shipping rate of $22.00 for the U.S. Mainland, Washington D.C., Hawaii, and Alaska.
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: All our items are carefully packaged and shipped with insurance for your peace of mind. In the unlikely event of damage or loss, please contact us via a our Contact Form or at hello@renewejapan.com immediately (ideally within 48 hours of delivery). For damaged items, please provide clear photos of the product and the shipping box. We will manage the entire claims process for you and issue a full refund or resolution once confirmed.
Payment
Q: What payment methods do you accept?
A: We accept all major international credit cards, including Visa, Mastercard, American Express, and JCB. All transactions are processed through a secure payment gateway to ensure your information is protected.
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 website uses industry-standard SSL encryption to protect your data during checkout. We process all payments through a secure, encrypted gateway and never store your credit card information on our servers, ensuring a safe and worry-free shopping experience.
Returns and Exchanges
Q: What is your refund policy?
A: We accept returns within 30 days of delivery, provided the item is in its original condition. In accordance with our Refund Policy, please contact us via our Contact Form or at hello@renewejapan.com before returning any items. Please note that return shipping costs from the U.S. to Japan are the customer's responsibility. Once your return is approved, we will provide detailed instructions.
Q: How do I initiate a return?
A: Please contact us via our Contact Form or at hello@renewejapan.com 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: We take the authenticity of our items very seriously. All our products are sourced exclusively through authorized professional networks in Japan—including partners that are members of the AACD (Association Against Counterfeit Product Distribution)—and undergo a rigorous multi-stage authentication process. While we are an independent reseller, we are committed to the highest standards of integrity in the pre-owned luxury market. For more details on our sourcing, please refer to our About Us page.
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: International shipments may be subject to customs duties, import taxes, or other fees depending on the regulations of the destination country. These charges are the responsibility of the buyer and are not included in our product prices or shipping costs. If applicable, they may be collected by customs authorities or the shipping carrier upon delivery.
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@renewejapan.com or via our Contact Form. We typically respond within 1–2 business days (Monday-Friday, JST). 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, 10:00 AM – 5:00 PM (JST). Please note the time difference when contacting us.