Q. How do I contact you?
A. You can contact us online using the mail form on our Contact us page.
If for any reason you are unable to use the contact form – please send an email to firstname.lastname@example.org
Q. I’m going to be in Japan. Do you have a store I can visit?
A. At the moment Kusuyama doesn’t have a storefront in Japan (only administrative and logistic offices).
Q. I can’t login into my account
A. You just need to follow the instructions on the user log in page to retrieve your username/password. If you’re still having problems resetting your password, please contact us.
Q. I placed an order but I didn’t get any notifications.
A. Please check on your Spam folder as sometimes e-mail providers may block our e-mails.
Q. What payment methods are available?
A. Payments can be done by direct Credit Card charge (Stripe), your Amazon.com account (any amazon.com payment options), and via Paypal (your account or by Credit Card). Most popular credit cards are accepted (eg. Visa, MasterCard, American Express, JCB, etc) Your payment is securely processed by the either secure system (Stripe, Amazon or Paypal, depending on your selection) – we will not have access to your confidential financial information.
If you have any troubles during the payment process please make sure you contact us.
Q. I don’t have a Paypal/Amazon.com/Stripe account and I don’t want to create one.
A. You don’t need a Paypal account to purchase our products. You will still need ti select Paypal as payment method and then choose the option to pay with a credit card without a Paypal account.
For Amazon.com payments, you will need to create an Amazon.com account – You can sign up at Amazon
For direct credit card payments (Stripe) you are not required any kind of account.
Q. I have a discount/free shipping coupon code, how do I use it?
A. You will be able to input your code during the check out process
Q. Do you ship to my country?
A. All the orders are shipped from Japan by DHL Express Service or on special cases by EMS (Japan Post Service) – a top speed international mail service for sending up to 30 kg of documents and other goods to over 120 countries and territories worldwide (see the location list here)- DHL and EMS services includes insurance for your products and a tracking system. Once we have shipped your order we will send you the tracking number. The Shipping fees are calculated at the time of your checkout.
If your country is not covered by DHL or EMS, please contact us so we can arrange the shipping with another service.
*It is not possible for us to send your order to hotels, guesthouse, bed and breakfast house/room (ex. Airbnb), temporary/vacation addresses, nor military bases.
Q. I wrote the wrong shipping address, what can I do?
A. Please, contact us as soon as possible. If we haven’t shipped your order we will be able to correct the address immediately. In case that your order has already been shipped, we will contact DHL or Japan Post to find a solution.
Q. Why is my order taking so long to be shipped?
A. Many of the items we offer on Kusuyama are unique handmade in Japan, they are crafted on request and use a high level of skill, natural materials and traditional process that takes more time than regular products. We want to preserve the original quality of Japanese Master Crafts to offer you the “real” essence of Japan. We kindly ask that you to think of the whole process as a “Slow Food” trend in opposition of the “Fast Food” trend.
Please don’t hesitate to contact us at any time of the process if you need more information on what stage your product is at.
Q. How can I track my order?
A. We will send you the tracking number of your order as soon as we ship it to you. With this number you can track your package on our your account area or DHL website.
Q. My package looks like it’s been damaged. What should I do?
A. If any damage occurs during shipment, we will need your cooperation to make a claim through DHL or local post office.
If you think something may be wrong with your parcel:
1. Take pictures before opening it, and
2. If possible, open it with a post office representative present. If the item inside was broken, please file a damage report with your local post office and they should be able to resolve the problem.
If necessary, also file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with Japan Post.
Q. The image on the website is not exactly the same as the product I received
A. As many of the products are handmade we can’t provide a 100% identical item each and every time. We actually consider this to be a better experience and a more unique product! Although it can slightly differ we can guarantee the same quality for all our products.
Q. Do I have to pay custom fees/taxes when receiving my order?
A. Import duties and taxes are not included in the price and shipping costs. These charges are responsibility of the clients. You may check with your country’s customs office to determine if you will get charged an import fee and how much it will be.
Q. About the origin of the products
A. The products we offer at Kusuyama are Made in Japan. Sometimes there could are parts of a product that are assembled elsewhere. In those rare cases we will clearly state that on the product description.
All the brands/companies that manufacture the products we offer in Kusuyama, are from Japan.
Q. About Legal
A. Kusuyama is officially authorized to sell all the products we offer in our catalog – We work directly with the manufacturers and designers to bring you only the best from Japan.
*Still can’t find the answer to your question? Get in touch with use through our Contact us page and we will gladly help you out!