Shipping policy

Order processing times

Thank you for shopping with us!

The shipment date of your order is as follows:

• Orders excluding the coffee beans will be dispatched the next business day.
• Orders including the coffee beans will be dispatched in 5-10 business days.

We only count the orders including the coffee beans in Monday afternoon JST, so if you have placed your order by then, your coffee will be dispatched the following Friday of that week.

Shipping options

For international shipping, DHL is primarily used, but EMS, FedEx, and UPS (only within the US) are also available in some countries. If you have a specific courier preference, please contact customer support after placing your order.

Unfortunately, it is not possible to pick up online orders at our shops. On the other hand, Kurasu Ebisugawa in Kyoto offers most of the online items. Please visit us, we are happy to help you!

Delivery Estimate Times

The estimated delivery time after shipping. This may change depending on the situation.

• Asia: 1-5 business days
• Australia & NZ: 3-7 business days
• Middle East: 3-7 business days
• North America: 3-7 business days
• South America: 3-14 business days
• EU & UK: 3-7 business days
• Africa: 3-7 business days

*When an order is shipped via EMS, it typically takes an additional week for delivery.

Please note that these are estimates, we are not responsible for any delay in transit times. Once a package has been handed to the local Postal Services or the 3rd party, we do not have access to any further info than what the tracking number shows, so reach out to them to get more details on the location of your parcel.

Countries With Shipping Restrictions

(Updated: December 2024)

We cannot ship to:

• India
• Italy
• Mexico
• Russia

Reason: Export difficulties in these countries.

Shipping available upon request:

• Brazil
• Egypt
• Greece
• Peru
• Spain (mainland)
• Turkey

Reason: High import taxes. If you're willing to pay these taxes, please contact us to arrange shipping.

Special cases:

• Spain (islands): Strict export rules apply. Please contact us for details.

Note: 

If your country is not listed here and you're unsure about shipping options, please reach out to us for assistance.

Shipping costs

The shipping fee structure is as follows:

Partner Customers

Shipping fee: Flat rate of 70 USD worldwide

Free shipping: On orders of 335 USD or more

FC Customers

To be confirmed separately upon contract agreement.

[Notes]

We do not take responsibility for any customs duties or additional charges that might apply to your package imposed by couriers.

The shipping cost does not include any applicable taxes or duties. These charges are the customer's responsibility and may be collected upon delivery.

If the volume of the parcel increases after packing, an additional shipping fee may apply.

*You may choose to reject your package due to high customs duties. However, please note that these duties are often less expensive than returning the package to us.

Taxes and customs duty

Any import duties and taxes are the sole responsibility of the customer. We cannot be held responsible for any additional incurred duties.

Unfortunately, we cannot guarantee anything or give any precise information on custom charge as it will be decided by the local customs office, and that is something out of our control.

You will be able to find out your country's import regulations usually by visiting the government's official website.

USA: https://www.cbp.gov/travel/international-visitors/kbyg/customs-duty-info

EU: https://taxation-customs.ec.europa.eu/customs-4/union-customs-code/national-customs-administrations_en

Cancellations and order edits

If you accidentally order the wrong items or forget to order something, please reach out to us as soon as possible with the order number and the items.

Please note that orders that have been shipped once cannot be cancelled or changed in any case.

Returns (for the customers' personal preferences)

We accept returns, exchanges, and refunds due to customers' personal preferences within 30 days, except in some cases (e.g., no longer needed, incorrect color or size, or different from expectations). Please reach out to us. All costs for the returns and exchanges are your responsibility, such as the shipping-back cost, import customs duties, and any other additional charges.

Your items must be unused and in the same condition that you received it. It must also be in the original packaging. The order number or the receipt or proof of purchase is required.

After our team has received your return and confirmed it is in the same condition, we will process the refund. The refund will be made in about 10 days to the card used to make the purchase.

Please note: You will be responsible for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The following items are final sale and cannot be returned:

• food
• final sale
• some items with notes

After the order has been shipped:

Damaged shipments

In an unfortunate case of any damage found in your package, please reach out to us as soon as possible. The likely causes of damaged shipments are: factory defect, transportation/delivery handling, etc.

To provide a fair and correct solution, we ask our customers to help us with the followings (most of these are requirements by carriers for their damage claim process.):

Kurasu will require the following.

Please do not throw away any packaging. Without photographic proof of the damage of the package, it will not be eligible for any damage claim.

Please take photos of the state of the package as it was delivered. This includes inner and outer box and other packing materials.

Please take photos of the damaged product/dents on the boxes, etc.

Received wrong goods/quantity/someone's shipment

Please reach out to us with the following. When opening your orders, please take some pictures of the shipping box and unbox the contents the first time. We will investigate immediately.

Please do not throw away any packaging. Without photographic proof of the damage of the package, it will not be eligible for any damage claim.

Please take photos of the state of the package as it was delivered. This includes inner and outer box and other packing materials.

Please take photos of the product on the boxes, etc.

Missing goods

Please reach out to us with the following. When opening your orders, please take some pictures of the shipping box and unbox the contents the first time. We will investigate immediately.

Please do not throw away any packaging. Without photographic proof of the damage of the package, it will not be eligible for any damage claim.

Please take photos of the state of the package as it was delivered. This includes inner and outer box and other packing materials.

Please take photos of the product on the boxes, etc.

If we cannot reach you

We may need to contact you in certain cases, such as for customs duties, verifying identification, and other reasons.

If we do not hear from you within 5 business days after the first contact attempt, your shipment will be void and non-refundable. Please ensure that you provide the correct email address and contact phone number.

Unexpected issues can arise at any time, so please respond as promptly as possible to avoid additional costs related to storage and disposal.