Question 1

How long will it take to receive my order?

Accepted Answer

Typically, the product will be shipped from China and arrives in 5-7 business days to Japan & South Korea. This timeframe includes the meticulous handcrafting of your product by our skilled artisans, as well as international shipping from China. It also accounts for potential variations in customs, supplier availability, and flight schedules.

Question 2

How to track my order?

Accepted Answer

Once your order has been shipped, we will send you an email with your customer number and a link to our parcel tracking service. Please check your email and follow the instructions to track your order.If you have an account, you can also find your order tracking number on your account page.

Question 3

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. Currently we only ship to Japan and South Korea, will be expanding to more countries in the future.

Question 4

I never got my order, what to do?

Accepted Answer

Please contact us at spacesw.contact@gmail.com to check your order status.

Question 5

Can I make a change on the order?

Accepted Answer

Want to cancel or modify your order? No problem! Simply contact us at spacesw.contact@gmail.com as soon as possilbe after placing your order, and we'll gladly update it for you before it's processed for shipment. Please note that orders cannot be cancelled or modified after the product has shipped.

Question 6

Can you deliver products to Okinawa Prefecture or remote islands?

Accepted Answer

Yes, currently we do support the delivery to Okinawa Prefecture or remote islands, but extra shipping fee 3,000 JPY will be charged. If you live in these areas and are interested in our products, please contact us at spacesw.contact@gmail.com before placing an order and we can double confirm whether the shipment is available or not.

Question 7

How much is shipping?

Accepted Answer

Usually the shipping to Japan or South Korea is free (shipment to the Okinawa Prefecture or remote islands will be charged with extra 3,000 JPY). We don't support shipping to other countries yet, but we will open it later.

Question 8

Do I need to pay customs duties or taxes for orders shipped to South Korea?

Accepted Answer

In most cases, you will not need to pay any additional fees.Under South Korean customs regulations, personal shipments valued at less than $150 USD are exempt from duties and taxes. As the vast majority of our orders fall below this threshold, your package will be delivered directly to you with no extra charges.You would only be responsible for potential customs fees if your single order value exceeds $150 USD. In that event, the courier service would contact you directly to handle the process.

Question 9

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 10

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 11

If I want to return an item, do I need to keep box?

Accepted Answer

Please pack them in a cardboard box of similar size. If you do not have one, we recommend that you keep the product's outer box rather than disposing of it.

Question 12

Do I have to pay for return shipping?

Accepted Answer

We are very sorry, return shipping costs is not covered. You can use whatever shipping service is most convenient for you to return an item.

Question 13

What payment and refund methods are available?

Accepted Answer

1. Credit card payment (only VISA, Mastercard, JCB, and American Express are supported)2. Apple Pay3. Google PayWe are currently preparing other payment methods. Please wait for a while.When purchasing, you can choose your preferred payment method. In the unlikely event that you wish to return the product, we will provide a 100% refund. Refunds will be made to the payment method selected at the time of purchase and will be processed as soon as the return confirmation is completed. It usually takes about 5 to 10 business days for the refund to be processed.

Question 14

Can I pay by bank transfer?

Accepted Answer

We are very sorry, not accepting requests for this at the moment, but we are working to make it available in the future.

Question 15

I would like a receipt, what should I do?

Accepted Answer

Please contact us at spacesw.contact@gmail.com with your order number and the recipient's name.The receipt will be issued in PDF format and attached to an email, which will be sent to your registered email address.*We cannot issue receipts with the recipient's name left blank. Unless there is a special request, the receipt will be issued in the name of the purchaser.*We cannot issue receipts in paper form or send them by mail.*Due to company regulations, we cannot change notes or amounts.*We cannot reissue receipts, so please make sure you do not make any mistakes.

Question 16

Where are SPACESW products made?

Accepted Answer

Designed and manufactured in China. The warehouse is located in Shanghai, but our main office is in Tokyo.

Question 17

Do you offer customization?

Accepted Answer

Absolutely, if you have custom requirements, please contact us directly at spacesw.contact@gmail.com.

Question 18

What is the warranty policy?

Accepted Answer

Please see our policies here

Question 19

What if I receive a damaged product?

Accepted Answer

Please inspect the product carefully to see if any damage when you receive it, and contact us at spacesw.contact@gmail.com with a photo of the damaged product and your order number. We'll get you taken care of with a solution.

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