SHIPPING & HANDLING

Gift Wrapping Service

Hand-made items make great gift for special occasion because each item is unique. We offer gift-wrapping service for your order with a flat fee of USD4.00.  Please add the service at the time of purchase.

Shipping Information (COVID-affected)

DOMESTIC (Japan)

  • Japan consumption tax is 10%.

  • We ship domestic parcels via Japan Post.  Shipping in Japan (exclude Hokkaido and Okinawa) is FREE.

INTERNATIONAL (read updated COVID shipping notes in RED)

  • We currently ship to USA, Canada, Australia, New Zealand, most EU countries, Hong Kong, Macau, Taiwan and Singapore and some SE Asian countries.  Email us to inquire shipping to your location not listed above. 

  • EU new VAT policy (effective July 2021).  All purchases are subject to VAT duty tax collection.  It will be collected by postal carrier, based on the value of goods purchased, after item arrives the destination EU country.  

  • We ship international parcels via Japan Post Air Mail, typically 10-14 business days for delivery.  During COVID times, most packages will be shipped via DHL and FedEx if we know of potential disruption using Japan Post.  

  • Calibrating shipping cost is becoming very complicated and we strive to provide the most economic, secure and efficient ways to ship your order during these challenging times.  We painstakingly use multiple carriers to find most competitive price and will spend extra time to confirm shipping costs and amend your invoices if there are smarter options to ship your items. 

COVID SHIPPING SITUATION (June 1 2022 update)

If you believe the shipping cost reflected during checkout is not accurate, please EMAIL us for a shipping cost review and confirmation, we will reply within 24 hours.  We can also ship via Surface mail (by sea) for those who are not in a rush.  

NEW:  We have created "Kintsugi Supplies Flat Rate box" for all kintsugi supplies order.  Please select accordingly.

Box size 18 x 33 x 10cm, we can put additional items that is not fragile and as long as they fit within this box size.

USA   (update 6/1/2022)

  • Japan Post increased the EMS Priority International postage by 60% due to fuel price hike, you will notice all shipping cost now starts at $37-$38 (DHL/FedEx/EMS).   Some items (flat and non-liquid items) can be fitted into Flat Envelope for lower shipping cost, please inquire if it is not reflecting in checkout.  Surface Mail (by sea) is also available for those who are not in a hurry.   Standard Air Mail Parcel post to US is still suspended due to COVID. 

CANADA   (update 1/1/2022)

  • All Canada shipping will be via FEDEX or DHL Priority International, 4-5 days arrival.  Some items (flat and non-liquid items) can be fitted into Flat Envelope for lower shipping cost, please inquire if it is not reflecting in checkout Remote location delivery will incur additional fees.  See bottom section on Remote Locations.

AUSTRALIA  (update 1/1/2022)

  • All Australia shipping will be via FEDEX or DHL Priority International, 4-5 days arrival . Remote location delivery will incur additional fees.  See bottom section on Remote Locations. 

  • Some items (flat and non-liquid items) can be fitted into Flat Envelope for lower shipping cost, please inquire if it is not reflecting in checkout.

EU (update 3/8/2022)

  • ​Due to COVID AND uncertain fly-zone over Russia, all EU shipment will be shipped via DHL / FedEx. Express with 4-5 days arrival (until Post Office International EMS Parcel service resumes). 

  • Remote location delivery will incur $26-28 additional fees.  See below section on REMOTE LOCATION. 

  • Some items (flat and non-liquid items) can be fitted into Flat Envelope for lower shipping cost, please inquire if it is not reflecting in checkout.

SINGAPORE, MALAYSIA, HONG KONG, S. KOREA, TAIWAN

  • Japan Post ePacket Airmail with tracking number (7-10 days).  Option of EMS/FEDEX (4-5 days arrival) available for those needing Express service.  

COVID SHIPPING GENERAL NOTE: 

  • Post office cannot guarantee accurate delivery dates due to COVID situation, reduced staff and reduced flight services.

  • COVID19 may cause delay in shipment and delivery. We cannot guarantee date of delivery as COVID19 situation keeps evolving.  But we will maintain communications with customers if we receive updates and changes on shipment. 

  • Gathering shipping data from the past 2 months, we noticed the following locations are experiencing significant delays: GERMANY, CALIFORNIA (especially Los Angeles entry point).  

PO Box is acceptable but requires a physical address of the post office (street number, street name, branch name).  Physical address and contact number required on all delivery of parcel.  We will provide tracking number. (see above regarding COVID affect on postal service). 

  • Shipping cost varies and we will inform you the total cost including accurate shipping upon receipt of your online order

 

SALES TAX / VAT

There is no sales tax on the purchase from Goenne.com (except if the shipping address is in Japan).  However, buyer (recipient) is responsible for all customs duty and consumption tax (VAT) of their own country.  This is handle by the carrier of destination country, whom will collect any applicable tax prior to releasing the package .  The calculation is based on the value of the item declared as we will need to include the actual invoice with the package. The fees vary, depending on the carrier and the country of delivery.  We do not have visibility on the VAT amount billed to buyer. 

 

REMOTE LOCATION DELIVERY

* This affects remote locations during COVID when regular post office parcel service has been suspended.  

With private carriers (FedEX & DHL), if your address falls into "Remote Location", "Outside Delivery Zone", there will be additional charge by the carrier to deliver the package. Typical cost is about $25-26 for a small package.   When we process your order, we will notify you your address has been considered as remote location with the additional cost amount.  You can decided if you would like to proceed or cancel the order.  

 

If you are unsure about whether your location is consider as remote or not, please feel free to email us your address in advance and we can check for accurate shipping cost.   We will continue to improve our system to give most accurate shipping cost information and streamline the communication.