Where do you ship to?
We ship internationally. Please note, delivery times vary depending on your location.
When will my order ship?
All orders ship within 2-4 business days.
How can I track my package?
You can track your package using this link. Simply enter your shipment ID or tracking number.
All orders will receive full tracking information via email. Please allow 2-4 business days for your order to be processed.
Kurakagei is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.
When will I receive my package?
1) Canadian customers: 9-12 business days
2) U.S. customers: 7-10 business days
3) International customers (outside of Canada & USA): 14-28 business days
These are estimated delivery times which are dependent on your international location. In rare occasions, there may be delays due to the shipping carrier which are out of Kurakagei's control.
As an international customer, will I have to pay import taxes/duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
Kurakagei cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees. If you refuse a shipment from Kurakagei, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Kurakagei. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
I didn’t receive my package but my tracking number says it was delivered?
Kurakagei is not liable for missing or lost packages once tracking shows delivered. However, we are committed to ensuring your satisfaction which is why we insure all shipments. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.
What is the confirmation number?
Immediately after placing your order, we will send an email to the address you provide with an order/invoice number. You can use this number to reference your order. In the event you need to make a return/exchange due to a defect, or have any questions about your order status, please provide our customer support team with your name and order number.
Why is my tracking number is not showing any updates?
Tracking information, on rare occasions, can experience delays; however, that does NOT mean that your item is not in transit. We recommend allowing the package its assigned delivery time frame based on its shipping method. If it is delayed beyond the time frame, then please email us at firstname.lastname@example.org, and we will be happy to assist you.
Are there any shipping fees?
We offer free shipping for customers living in USA and Canada.
There is a $5 flat-rate shipping fee for international customers outside of USA and Canada.
Returns & Cancellation Policy
Do you accept returns?
Customers may return or exchange items up to 7 days upon delivery. Returns will not be accepted if requested over 7 days passed the delivery date noted on the order tracking.
Any extensions to the exchange time frame must be requested before the 7 days have expired - There are no extensions on refunds.
Can I cancel my order?
When an order is placed, your shipping information is immediately sent to our shipping department for immediate processing. Due to the difficulty and confusion that requests for cancellations cause, there is nothing we can do once the order has been placed. All sales are final.
Where can I track my order?
Click here and enter the tracking number sent to you via email.
If an item has a greyed out "Add to Cart" button, does that mean it's out of stock?
Yes that means it is either temporarily out of stock or discontinued. We recommend sending us an email at email@example.com with your contact information, including your name, email address and the product that you are inquiring about. We will then add you to our customer contact list and email you directly once we have any updates about the item/items.
When will that item be back in stock?
We do not have specific time frames, but by signing up to our newsletter, we will keep you informed with product updates via email.
Can I replace the chain that comes with paired with the pendant?
No, all of our pendants come sold as sets (pendant + chain). Each pendant comes with a 24-inch chain.
Why am I getting an error when I enter my shipping & billing address?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
My order still won't go through. What should I do?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact Customer Care at firstname.lastname@example.org.
I just placed my order. Can I add another item to it?
Unfortunately we cannot add items to an existing order. Please place a new order for the item.
Are there any disclaimers?
We make solid efforts in making sure all information on our site is accurate. We reserve the right to reject any orders that we deem suspicious for reasons including but not limited to inaccurate card information, fraudulent orders, orders generated from black listed IP address, etc or that contain typos/incorrect information.