FAQ - Frequently Asked Questions

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> Index - Kimono category

How can I register the Shinei membership?

1) Go to "My Page" from the top of the page and click “Account registration”.
2) Fill in the required information with asterisk such as your name, address, telephone number, email address.
3) Generate your own password, and remember it for yourself.
4) Read the Terms & Conditions carefully, tick [I agree] after you fully acknowledge, and click [CONTINUE].
5) Reconfirm your details are correct, and click [REGISTER]. * If you prefer making changes, you can go back page.
Eventually, you will receive our email message (Title: Information of member registration)

I forgot my password to log in.

Please go to "My Page" from the top of the page, and click “Forgot your password?”.
Enter the correct email address you registered and send request. Your password will be sent to your email address after a while.

I am wondering whether my order was placed successfully.

If you received our order confirmation email, your order was placed successfully. If not, there may be issues during the ordering process. We kindly ask you to try to proceed with it again.
If you experienced any kinds of errors over again, please feel free to contact us.

I have not received the order confirmation yet. Was my order placed successfully?

Sometimes, our emails are automatically sorted into your spam folder and/or trash in your computer. Please verify them first.
Also, there is a case that you mistakenly filled the email address in when registered.

If you are still unable to check the order confirmation, please contact us.

I cannot choose the specific shipping method. Why?

If your purchases' gross weight(estimate) is
... under 2.0 kg, you can choose any of the shipping options. * Fully or partially insured.
... over 2.0 kg, you can choose either EMS or Surface. * Fully or partially insured.

* If you prefer UPS instead of EMS, please contact us after you chose EMS upon check-out.

I cannot proceed to the next page to confirm the order.

There are some possibilities to not proceed the next page;

- Is there any omission of filling in the form?
 * Columns with an asterisk (*) are required.
 * Special (machine dependent) characters are not recognized by our system.

- Did you choose the available payment method?
  Please check Store Policies > Payment

- Did you choose the corresponding shipping method eligible for the weight of your purchases?
 Please refer to the FAQ "I cannot choose the specific shipping mtehod. Why?"

Is it possible to change the shipping method even after the order was placed?

Orders are processed as soon as they are paid, so please contact us immediately if you have something to change.
However, please note that we cannot always fufill your request perfectly due to the timing of your reaching out to us.

How is my order proceeding?

As soon as the payment is confirmed, your order will be proceeded subsequently. If your purchases contain the item(s) required some extra time to be arrived at our main warehouse, the handling time will be longer than normal.

For the current handling status, you can find it in your "My Page" after log-in.

Where is my parcel now?

Once the parcel is ready to be collected, the tracking number will be sent to your registered email address.
Please check the tracking information as often as you can in order to avoid the failed delivery before you knew it.

Besides, please remember that the delivery times stated above are estimates only.
Customs issues, weather/traffic conditions, postal strikes, and other factors can all contribute to delays.
Please contact your local post office as well if your items are taking longer than imagined to reach you.

It appears my parcel has been returned to sender. Can you send it back to me again?

When the parcel was returned to us for some reason, we will let you know as soon as possible.

If you prefer receiving the item(s), the reshipment postage and any relevant cost (the returned postage from your country to sender, for instance) will be required. We do not take any responsibility to pay for them from the second time on. Alternatively, you can choose the refund (Item cost only). After the refund was issued, the items will be put up for sale again.

Please note that we refund the item cost and put up the items for sale again unless we heard from you within 7 days after we have contacted you, (If the returned postage from your country to sender was incurred, we will refund the amount after substracting from the item cost.)

This will be taken place without notification, and the order will not be retrieved.

Will I be charged a customs fee for importing goods into my country?

You may be required to pay a customs fee and/or goods tax when receiving your parcel(s). Import duties, taxes, and charges are not included in the item price you paid, and these charges are the buyer's responsibility. Tax and duty thresholds vary by country; unfortunately, we have no way of knowing what will be charged. Please check with your country's customs office to determine what these additional costs will be prior to buying.

Are the kimono in antique kimono category wearable?

Most of our items in our antique kimono category are NOT for actual wearing, and they basically have the condition enough to enable the main pattern part or outer part even partially be used for DIY fabric craft.

Our definition of the item condition in our antique kimono category is always based on the assumption that there are always defects such as stains, dirt, scratches, yellowing, etc. not in pristine condition. Even if it says "excellent condition for its age", it does not mean the immaculate condition, but there may or may not be some minor stains/flaws/sewing faults/color faults etc. Besides, please note that there may possibly be some other imperfection which cannot appear in the photos.

* Still, there are the certain number of wearable antique kimono such as Taisho Roman Style kimono. In that case, we added "wearable" in the description.

The color on the screen seems different from the description. Which is correct?

As you might know, the colors in the photos may appear different depending on the computer's settings. Moreover, the color of an item (especially black, blue, and purple) as depicted in photographs tends to look different from the actual color because of lighting condition. Please use the color stated in the description as a first point of reference by our inspection staff.

I have a question. How do I send you the inquiry?

Use our inquiry form.
Especially, if you would like to know about the item, be sure to specify the 7-digit item number. Without that number, we cannot check the details.

What's my size?

▼Men… If the size from your shoulder to your ankle and kimono length are about the same, a kimono will fit you.
▼Women… If your height and kimono length are about the same, a kimono will fit you.
* Still, the size of kimono is varied depending on each body type.