FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

Frequently Asked Questions (FAQ)

We have provided a list of answers to the most frequently asked questions in the FAQ section. If you have further questions, please contact us.

Online Purchase

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat. Contact form or [email protected].

  • My order has been declined – do I need to place a new order?

    Please contact our Customer Care Team via live chat. Contact form or [email protected].

  • Why should I set up an account?

    To create an account and enjoy the benefits of faster checkout, order tracking, and more, please follow the link below:
    Create Account
    Click on the link to access the account creation page. Fill in the required information, including your first name, last name, phone number, email address, and password. Ensure that you read and agree to the Terms and Conditions and Privacy Policy before proceeding. Finally, click on the "Create Account" button to complete the registration process.
    Once your account is created, you can log in using the same link and your registered email and password.

  • How to redeem coupon code?

    To apply a coupon code to your purchase on KOKUYO's website, follow these steps:
    -Add the desired items to your shopping cart by clicking on the 'Add to Cart' button on the product pages.
    -Once you have finished adding items, click on the shopping cart icon, usually located in the top right corner of the website. This will take you to your shopping cart page.
    -On the shopping cart page, you will find a section labeled 'Gift Card/Promo Code' box.
    -Enter your coupon code into the provided box.
    -Click on the 'Apply' button next to the box to apply the code to your order.
    -The discount or gift card amount will be applied to your order total, and you can proceed to checkout by clicking on the 'Checkout' button or continue shopping if desired.

  • Can I choose the currency that I prefer?

    The currency depends on the ship-to-country and is fixated automatically upon check-out.

  • What forms of payment does KOKUYO accept?

    KOKUYO accepts the following major forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, Alipay, Wechat Pay and PayPal. PayPal will convert payments on our site to your local currency. Your credit card will also convert payments to your local currency at the current JPY exchange rate. PayPal payments can’t be accepted in IDR, MYR or KRW, therefore, we do not provide such payment method in those storeviews.

  • Is there a transaction fee for me if I pay via Paypal or Alipay?

    No, there is none. The only fee you may face is the PayPal exchange rate, which is a little higher than bank rate.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

  • How do I reset my account password?

    Please click 'Login' and hit the 'Forgot your password?' button, then enter your email address to receive a password reset link.

  • How can I subscribe or unsubscribe the newsletter?

    Subscribe to our newsletter to receive latest updates:
    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the 'Subscribe Newsletter' box on the right-hand side.
    After logging-in:
    Go to 'My account' >> 'Email Subscription' and click 'Edit'
    Unsubscribe from newsletter:
    After logging-in, go to 'My account' >> 'Email Subscription' and click 'Edit'.

  • How can I cancel my order?

    Please contact our Customer Care Team via live chat. Contact form or [email protected]. Please note that you can’t cancel orders after your order passes 3 hours after you place it.

  • How do I order online at KOKUYO?

    Start shopping with us by using your preferred delivery country - 'Shipping Destination' at the bottom left of our website . Shop by category to select your item. Click 'Add to cart' to add the item to your cart and proceed to checkout. You can also search for your preferred item by using our search function. Choose to place your order as either a guest or sign into your KOKUYO account for a speedier, more efficient check out. To complete your purchase, enter your data including shipping address. Then click on 'Next- Payment' to fill in your billing address and payment details. Check all required details are filled properly and hit 'Place Order'. Your shipment should now be on the way! If you have any questions, please don't hesitate to reach out to our Customer Care Team by via live chat, Contact form or [email protected].

  • Do you reserve the items that I put in my shopping cart for me?

    Items in your shopping basket are not reserved and may be purchased by other customers.

  • Does KOKUYO offer discounts or promotions?

    KOKUYO occasionally runs promotions or discounts on their products. You can stay updated on these offers by following our official social media accounts and subscribing to the newsletter.

  • Does KOKUYO offer gift-wrapping service?

    We do not provide gift wrapping service at the moment.

Product Information

  • I do not understand Japanese. How should I use Jibun Techo?

    1. Customer could find how to use Jibun Techo:
    https://www.kokuyo.com/en/products/jibun_techo/
    2. We also send a message card with the product. There is QR code linked to URL above on the message card. Customer could find Jibun techo instruction."

  • What should I do if I have a quetion about function or regulation of products ?

    Please contact our Customer Care Team via live chat. Contact form or [email protected].

Shipping Delivery

  • What is your shipping policy?

    We are proud to offer free shipping for order amount USD70 or above. For detailed free shipping thresholds and shipping charges for different store views, Please check the information here.

  • How fast is the delivery?

    Our customers typically receive their orders within 5-6 business days of shipping. If the order was placed over a weekend, it will be processed the next business day, so it may take 1-2 more days to reach you.

  • Where do you ship my order from?

    Japan.

  • Can I have my item delivered to a PO boxes or military addresses?

    Unfortunately no.

  • I cannot find my country on the country selector. Can I still order from you?

    Certainly. If your country is not listed on the country selector, please select 'Other Locations'. Please note we do not ship to below countries from global site:
    Afghanistan, Belarus, China, Congo, Crimea, Cuba, Iran, Iraq, Japan, Lebanon, Liberia, Libya, Moldova, North Korea, Russia, Somalia, Sudan/South Sudan, Syria, Tajikistan, Ukraine, Yemen, Zimbabwe

  • How do I track my order?

    Your tracking number is included in the email we send when your order ships.

  • I received the tracking number today but why I can't see the status of my parcel?

    The couriers update tracking information normally within 24 hours in business days as they don't work on weekends or public holidays.

  • Can you forward my preferred delivery time and other delivery preferences to courier?

    No, we are unable to forward your preferred delivery time and other delivery preferences to the courier company. Please contact directly the courier company once the parcel is shipped.

Customs/Taxes

  • Do I need to pay taxes and duties to the courier upon delivery?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • What should I do if the courier asks me to pay taxes and duties

    Please contact our Customer Care Team via live chat. Contact form or [email protected].

Stock

  • How often do you have new arrivals?

    We do not have a regular schedule for new arrivals. You can stay updated by following our official social media accounts and subscribing to the newsletter.

  • How can I be notified if the product I want is back in stock?

    When a particular item is out-of-stock, you can click on the color or attribute selector and 'Notify Me' link will show up. Please enter your email address and then click ' Submit'. You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

  • I want a product that is not available for selling in global site. Will you stock the product in the future?

    Please contact Customer Care Team via live chat, Contact form or [email protected] for further information.

  • Will the product that is currently out-of-stock be re-stocked?

    Please contact Customer Care Team via live chat, Contact form or [email protected] to see if it is a "regular products" or "discontinued product". We basically will restock all products except product that are by year e.g. Jibun Techo and limited editions products. The re-stocking schedule is around 1-2 Weeks.

Return/Exchange

  • What is the return policy?

    Returns and exchanges must be initiated within 7 days of receiving your order and items must be received by KOKUYO within 30 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
    All returned items must be in their new and original condition: unused, unwashed, unworn and with tags attached.
    All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
    No returns or exchanges for discounted items are accepted.
    Returns that do not meet the above requirements will not be accepted.
    Shipping and service fees are not refundable.
    If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • Can I return a product that was bought during sale?

    No returns or exchanges for discounted items are accepted.

  • Do I have to bear the return shipping costs?

    All costs in relation to costs of returns/exchange shall be borne by you.

  • What is the estimated return shipping costs? Is it close to the shipping fee quoted on the website when the order is below free-shipping threshold?

    Please contact your preferred courier with tracking service to your quote. The shipping fee quoted on the website under free-shipping threshold is not a reference for the actual return costs.

  • How can I return my order?

    First check if your order fulfills the return policy. If you're ready to make a return, please contact our Customer Care Team via live chat, Contact form or [email protected].

  • How long does it take for a refund to be issued?

    Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via live chat, Contact form or [email protected].

  • What should I do if the product I have just received seems defective?

    Please contact Customer Care Team via live chat, Contact form or [email protected] immediately. Upon contacting us, please share with us the images or videos showing the outer delivery box and defective areas of the product for our reference.