Yes. All products are 100% authentic. We personally purchase items from authorized local stores in Tokyo on behalf of our customers. For luxury and high-end brands, we carefully inspect each item at the store before purchase, so there’s no need to worry about defects.
FAQS
KAURU TOKYO · Frequently Asked Questions (FAQ)
Quick answers to common questions about authenticity, shipping, returns, and more.
1. Are all products authentic?
2. Do you ship worldwide?
Yes. We offer worldwide shipping. Delivery times vary by destination, and we provide a tracking number once your order ships.
| Destination | Carrier | Estimated delivery time |
|---|---|---|
| Japan (Domestic) | Yamato / Sagawa | 1–2 business days |
| Asia | Japan Post EMS | 3–5 business days |
| Indonesia, Philippines, Vietnam | Japan Post EMS | 5–7 business days |
| United States & Canada | DHL / FedEx | 5–7 business days |
| Europe | DHL / FedEx | 5–8 business days |
| Rest of World | DHL / FedEx | 7–10 business days |
These timelines are estimates. Delivery may vary due to customs processing, weather, or carrier delays.
3. How much is the shipping fee?
- Free worldwide shipping on all orders.
- Customers are responsible for return shipping fees only if you request a size exchange or voluntary return.
- If your product arrives defective, KAURU TOKYO covers the return shipping cost.
4. Order processing & tracking
Processing time: 1–2 business days (Mon–Fri, excluding Japanese holidays).
Tracking: You’ll receive an email with a tracking link when your order ships.
Address changes: Contact us immediately. Changes may not be possible after dispatch.
Cancellations: Once an order has been shipped, it cannot be canceled.
5. Lost, delayed, or damaged packages
If your package is delayed or shows as delivered but not received, contact the carrier first and then reach out to us with your order number.
For damaged items, please email photos of the packaging and the item within 48 hours of delivery so we can assist.
6. Sizing & fit guidance
To reduce returns, please check our size guide on each product page. If you’re between sizes, we recommend sizing up for a relaxed fit.
7. What is your return & exchange policy?
- Returns are accepted ONLY for defective items.
- You must contact us within 2 days of receiving your order to request a return or exchange.
- Approved returns must be shipped back within 7 days of receipt.
- Exchanges are accepted ONLY for size changes.
- Luxury and high-end brand items are NOT eligible for returns or exchanges.
8. How do I request a return or exchange?
Please contact us at sales@kaurutokyo.com within 2 days of receiving your order to request a return or exchange. Approved returns must be shipped back within 7 days of receiving your order.
9. Do you offer a concierge service?
Yes. If you want us to source anything other than the items listed on our website, simply send your request to sales@kaurutokyo.com. Our team will assist you personally.
10. Are prices inclusive of taxes and duties?
- All prices shown on our website include product cost only.
- International shipments are sent Delivered Duty Unpaid (DDU).
- Depending on your country, import duties or VAT may be charged upon delivery and are the customer’s responsibility.
11. Contact KAURU TOKYO
Email: sales@kaurutokyo.com
We aim to respond within 1–2 business days.