Delivery, returns and refunds

All orders are shipped from Japan. We try to send the packages as soon as possible after receiving the payment. Shipping costs vary depending on the geographical location of the customer and the weight of the shipment. However, you can simulate the total cost of your order by going to the shopping cart and entering your zip code.

 

- Our shipments are always accompanied by a tracking number (unless otherwise specified), which allows you to check the status of your order yourself.

- If you have any questions or hesitations about our delivery methods, please contact us directly at contact form dedicated. We will be happy to provide you with more information. 🐵

 

Summary:
– Our delivery methods
– The follow-up and the arrival of your order
– Customs update
– Returns and refunds
– Our packaging

Our delivery methods

 

 

 

 

 

The availability of each shipping method depends on the country in which the buyer is located. The shipping methods available for your country will be displayed when calculating the shipping cost of the order.

 

At the moment we deliver to the following countries: Argentina, Australia, Austria, Belgium, Bulgaria, Brazil, Canada, Croatia, Cyprus, Colombia, Czech Republic, Denmark, Estonia, Germany, Hungary, Ireland, Finland, Italy, France, Greece, Japan, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, Slovakia, Slovenia, Vatican City, United Kingdom (UK), United States (USA).

 

The follow-up and the arrival of your order

The tracking number will be given to you in the order confirmation email. You will also find in this email the link to check the status of the shipment.

The delivery times that we display above are only indicative and do not engage the responsibility of Momozaru.

Please contact us if you still have not received the items 30 days after the order confirmation (excluding shipping). We will tell you what to do, and we will contact the Japan Post for more details.

 

FeDex specificity: Note that FeDex charges 10.30€ for any incorrect address that would impact the good delivery of the product. 

Customs update

- Europe : From July 1, 2021, import VAT will be due on all goods entering the EU, regardless of value. The calculation of customs duties on arrival in your country will generally be done as follows: 20% of the value of the goods and shipping costs + shipper's charges (+ customs charges if the package exceeds €150).

 

- USA Most packages under $2000 will not incur any additional charges.

- Canada All orders over $20 CAN require payment of the applicable tax. More information on the Canada Customs.

- Australia : Orders not exceeding the sum of $1000 AUD are considered as low value imports according to Australian Customs. Since July 1, 2018, customs fees may be applied for any product imported into the territory of Australia. More information on the website of Australian Customs.

 

Whichever scenario suits your situation, we invite you to contact the customs office of your country for more information.

 

 

We understand that some of our customers are probably worried about customs fees. We hope that you are reassured by the fact that when you buy from Momozaru, you are ordering products directly from Japan, and you buy authentic and original Japanese items that are difficult to obtain elsewhere.

 

Returns and refunds

In case you want to cancel an order before shipping 
As a rule, your payment will be fully refunded within 72 hours. However, if it is a special order, or custom made, we will not be able to accept the cancellation.
Cancellation of pre-orders is also possible (unless otherwise stated on the product page), as long as you request it before we have shipped the order.

 

In case you want to cancel/change your order
We accept cancellations, exchanges and refunds of your order within 7 business days from the date of receipt of the order. Returned products must be in perfect resaleable condition in their original packaging and all accessories related to the products must be returned with them. Products that do not meet these conditions cannot be returned. Please note that for this type of request, you will be responsible for the shipping costs. You are free to choose the carrier you wish but we strongly advise you to choose a traceable shipping service so that your package is insured. Also, make sure that the item is properly packaged and protected. Items damaged in transit due to improper packaging may result in cleanup charges, or even refusal of the return.

The price of the products includes the initial shipping costs of your order. They are not refundable and will be deducted from the refunded amount.

 

In the event that you have received the wrong product
We're sorry about that. Sometimes our order picker monkey is disturbed by our strict management, and he may make some mistakes. We will take the necessary measures towards our faulty monkey. But rest assured, the exchange will be entirely at our expense.

However, we need to verify exactly what happened and confirm the error before we can take action and begin the return process. You will need to contact us within 7 working days of receiving the order. If necessary, we reserve the right to ask for some pictures to avoid any misunderstanding.

If the error did occur on our side, we will propose solutions to be discussed together (e.g. offer a partial/full refund or a replacement). We may ask you to return the product to us. To return an incorrect item to us, we will tell you which carrier to use, and once we receive the item, we will issue a full refund. 

 

Our packaging

Rest assured, we have hired the best team to ensure that the products arrive in perfect condition. Our monkey, although not free of defects, knows how to make the best packages in the world. He will complete his assignments in record time, otherwise we will take the necessary steps to increase his pace.