Shipping policy

【IMPORTANT SHIPPING UPDATES for Customers】 

🇺🇸 For U.S. Customers

• Taxes, Duties & Import Fees: When shipping via ECMS/FICP (FedEx International Connect Plus), applicable taxes, duties, and import fees will be calculated at checkout based on the delivery destination and added to your order total where required.

• Additional Import Charges: For shipments to the United States, additional charges such as customs duties, brokerage fees, handling fees, VAT, or GST may be assessed by local authorities or carriers in accordance with local regulations. These charges are the responsibility of the recipient unless otherwise indicated at checkout.

• Customs Clearance & Delays: Once an order has shipped from Japan, customs clearance processes, import duties, taxes, brokerage fees, or any additional charges imposed by local authorities or carriers are beyond our control and remain the responsibility of the recipient. Delays caused by customs inspections or import procedures may also occur and are not the responsibility of Artisan&Artist*.

• Recommendation: We recommend reviewing U.S. import requirements before placing your order, as customs policies, fees, and regulations may vary by destination.

🇪🇺 For EU Customers

• Special Offer: Enjoy 50% OFF shipping fees for DHL and FedEx!

• Free Shipping: Orders over ¥30,000 are eligible for Free Shipping via EMS.

• Service Update: Airmail is currently unavailable. We strongly recommend DHL or FedEx for faster delivery.

🌍 For Other Regions (Outside U.S. & EU)

• Service Update: Airmail is currently suspended globally. Please choose EMS, DHL, or FedEx.

• Free Shipping: Orders over ¥30,000 remain eligible for Free Shipping via EMS.

• Recommendation: For the most reliable delivery, we recommend DHL or FedEx International Priority.

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All orders are processed within 1 to 3 business days (excluding weekends and Japanese public holidays) after receiving your order confirmation email. If a shipping delay exists, we will notify you as soon as possible.

INTERNATIONAL SHIPPING

We currently offer international shipping through DHL, EMS, FedEx International Priority, FedEx FICP (FedEx International Connect Plus), and ECMS.

• Service Availability: Some shipping services may be unavailable depending on parcel size, destination, carrier availability, or other factors.

• Shipping Preparation: Shipping preparation time may vary depending on the product type, stock confirmation, inspection, and other factors.

 

Shipping Schedule

• ECMS Pickup Schedule: ECMS pickups are scheduled only twice a week, on Tuesdays and Fridays.

   

• Dispatch Timing: Even if your order is ready for shipment, it may not be dispatched until the next scheduled ECMS pickup day.

   

• Packaging Status: Your order may remain in “Packaging” status for a few days.

   

• Order Changes: Orders cannot be canceled or modified once they enter “Packaging” status.

We currently only ship to the following countries

United States
Canada, Mexico
Australia, New Zealand
Iceland, Ireland, Andorra, United Kingdom, Italy, Estonia, Netherlands,
Austria, Cyprus, Greece, Croatia, San Marino, Switzerland, Sweden,
Spain, Slovakia, Slovenia, Czechia, Denmark, Turkey, Germany,
Norway, Hungary, Vatican City, Finland, France, Bulgaria, Belgium,
Portugal, Poland, Malta, Monaco, Latvia, Lithuania, Liechtenstein,
Luxembourg, Romania
Singapore, Thailand, Philippines, Malaysia, Macao SAR, Hong Kong
SAR, Taiwan, South Korea, China

Global Shipping Conditions & Delays: Please note that all delivery times are estimates and cannot be guaranteed, as shipping availability and processing may be subject to change without prior notice due to international affairs, geopolitical situations, weather conditions, peak shopping seasons, or statutory holidays. Delays may occur due to flight cancellations, rerouting, or enhanced security measures, and we appreciate your patience and understanding.

CUSTOMS DUTIES, TAXES AND OTHER FEES

• International Orders: Customs duties, import taxes, VAT, GST, and other fees may apply depending on the destination country.

• Customer Responsibility: These charges are the customer’s responsibility unless otherwise indicated at checkout.

• U.S. Orders: For U.S. orders shipped via ECMS or FedEx FICP (FedEx International Connect Plus), applicable duties and import taxes are prepaid at checkout where required.

HOW DO I CHECK THE STATUS OF MY ORDER?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status, or you can Log in to your account to check the status of your order. Please allow 48 hours for the tracking information to become available. 

If you have not received your order, please contact us at order@artisanandartist.global with your name and order number, and we will investigate it for you.

 

REFUNDS, RETURNS, AND EXCHANGE

We have a 7-day return policy on DEFECTIVE ITEMS only, which means you have 7 days after receiving your item to request a return (except for items on sale, which are not eligible for return or exchange). After that, Artisan&Artist* will not process a refund request. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us via our return form, letting us know what item you would like to return.  If your return is accepted, we will refund the full order amount and  the shipping costs .We will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted nor refunded. A&A will cover the return shipping fee for approved returned items.

A&A will not refund items not delivered due to the not acceptance by the customer.In the event that your order arrives damaged in any way, please contact us as soon as possible via our return form, with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at returns@artisanandartist.global 

Read our Return Policy.