Tiwaras to FAQ

FAQ - Accordion

1. Orders & Payments

A: Our store operates on a pre-order basis. Please contact us via the inquiry form or DM with your desired product details. After confirmation, we will provide a quotation and payment instructions.
A: The minimum purchase amount is 10,000 JPY.
A: We accept PayPal, credit cards, and bank transfers.
A: Currently, we do not support installment payments. Only full payments are accepted.
A: Our prices are displayed in Japanese Yen (JPY). International customers will have their payments converted automatically into their local currency via their credit card provider or PayPal.
A: Payment is required after order confirmation. We will proceed with purchasing the product once the payment is completed.
A: Changes and cancellations are generally not allowed after order confirmation (payment completion). However, the following cases are eligible for adjustments.
  • Our mistake (incorrect order or pricing error) → Full refund or change allowed
  • Item is out of stock at the manufacturer/brand → Full refund or alternative product suggestion available
Cancellations or changes due to customer requests cannot be accommodated. Please confirm your order carefully before proceeding.
A: Our store operates on a pre-order system. Please refer to Order & Delivery Process page for details on the ordering process. If you have any questions, feel free to Contact us.

2. Shipping & Delivery

A: Unfortunately, we do not offer gift wrapping services at this time.
A: We use DHL or EMS for shipping. Specific carrier selection is not available, but we can discuss requests.
Orders typically arrive within 14 to 21 days. However, customs and international logistics may cause delays. If your order has not arrived within 30 days, please contact us for assistance.
A: Yes, we will provide a tracking number after shipment.
A: Since our products are shipped internationally, customs duties or import taxes may be required depending on your country.

Customs duties are typically borne by the customer upon receipt. However, upon request, we can provide pricing that includes customs fees (subject to consultation).

Important Notes

  • Some countries may impose additional duties even if paid in advance.
  • If customs duties are paid in advance, we cannot provide compensation in case of double taxation.

    • 3. Returns & Refunds

    A: Since we operate on a made-to-order basis, we do not accept returns. Cancellations are also generally not accepted after order confirmation. However, if the item becomes unavailable (out of stock), we will refund the total amount, including any applicable fees.
    A: The following cases are eligible for assistance.
    • Incorrect item received → Full refund or replacement.
    • Severe damage during transport (making the item unusable) → Compensation will be determined based on discussion with the shipping company.
    Minor box dents or scratches are not covered due to international shipping conditions.

    4. Product Information

    A: Yes, all our products are 100% authentic. We include a purchase receipt or guarantee card with each order.
    A: Currently, we only accept requests for new items (regular and latest collections). We are considering offering vintage and antique items in the future.
    A: Our store operates on a pre-order basis and does not hold inventory. Once a request is made, we check availability with the brand's official store or authorized retailer and provide details accordingly. Stock availability must be confirmed at the time of inquiry.

    5. Others

    A: You can contact us via email, our website Contact form, or social media (Instagram DM, Facebook Messenger).
    A: Please contact us via email or our website inquiry form. We aim to respond as soon as possible, but due to time differences and workload, replies may take 24–48 hours.

    Response Time Guidelines

    • We strive to respond daily (as quickly as possible).
    • Delays may occur during peak times or due to operational constraints.
    We make every effort to respond promptly, but delays may occur due to business circumstances. If urgent, please indicate so, and we will prioritize your request as much as possible.
    A: We do not provide phone support. Please contact us via email (info@tiwaras.com) or through our website Contact form.