Shipping Inquiries
How do I track my order?
Upon confirming your order, you will receive a Shipping Confirmation email
containing tracking information. This information can also be accessed
through your account. If you have not created an account, you can easily
create one using the email address used to place your order by following this
link.
Please note that all orders are processed and shipped Monday through
Friday, excluding holidays. Please note that it may take up to 2 business
days for shipping information to appear on the courier's tracking site after
you receive the Shipping Confirmation email.
How long does it take to receive my order?
There are a few common reasons why this issue may occur:
In some cases, the courier’s system may automatically mark the order as "Delivered" once it arrives near the delivery area. In such instances, please allow 1-2 days for your order to reach you.
You may have been unavailable at the time of delivery. If this is the case, please check with your family members, co-tenants, neighbors, or around your house to see if the package was temporarily left somewhere.
If your package still has not arrived within 3 business days of being marked as delivered, please contact us for assistance at info@wa-no-kaori-incense.com.
My order shows that it has been delivered, but I have not received it.
There are a few common reasons why this issue may occur:
In some cases, the courier’s system may automatically mark the order as "Delivered" once it arrives near the delivery area. In such instances, please allow 1-2 days for your order to reach you.
You may have been unavailable at the time of delivery. If this is the case, please check with your family members, co-tenants, neighbors, or around your house to see if the package was temporarily left somewhere.
If your package still has not arrived within 3 business days of being marked as delivered, please contact us for assistance at info@wa-no-kaori-incense.com.
What do I do if I do not receive my order by the estimated delivery date?
The estimated delivery date provides a guideline for when your order is expected to arrive; however, please note that unforeseen circumstances may cause the actual delivery time to differ slightly.
In the unlikely event that your order does not arrive by the estimated delivery date, we kindly ask that you wait an additional 3 days before reporting it as missing. We understand that waiting for your package can be a bit stressful, but rest assured that our Customer Service team is always here to assist you. Please feel free to contact us at info@wa-no-kaori-incense.com.
What do I do if I receive defective or missing product(s)?
At Wa no Kaori, we strive to deliver your order promptly and in perfect condition. However, in the unlikely event that there is an issue with your order, please contact us via email at info@wa-no-kaori-incense.com.
To help us resolve any issues related to damaged or missing items promptly, please include your order number and photos showing any defects when you contact us, so we can resolve the issue as quickly as possible.
I entered the wrong address during checkout.
Once your order has begun processing, we are unable to modify the shipping address or cancel the order. If you have not yet received a Shipping Confirmation email, your order is still in processing and it may be possible to update the shipping address. In that case, please contact us as soon as possible via email at info@wa-no-kaori-incense.com.
In the event that your package is returned to us due to an incorrect address, we will notify you via the email address you provided.
Can I send my order to a different address than my usual one?
Yes, you can send your order to a different address. During checkout, simply enter the desired shipping address instead of your usual one. Please make sure to double-check the information before completing your payment to avoid any delays.
I did not receive a Shipping Confirmation or Tracking Number.
If you have not received a Shipping Confirmation or Tracking Number, please check your spam or junk mail folders, as our emails might have been filtered there. If you still cannot find the confirmation, it's possible that your order is still being processed. Please feel free to contact our Customer Service team at info@wa-no-kaori-incense.com for assistance.
Do you offer self-pickup?
Unfortunately, we do not offer self-pickup at this time. All orders are delivered via our designated shipping carriers to ensure timely and secure delivery. If you have any questions about shipping, please feel free to contact us at info@wa-no-kaori-incense.com.
Can I cancel an order that is still on the way to me?
Unfortunately, we cannot cancel an order once it has been shipped and is on its way to you. If you no longer wish to keep the order, you can follow our return process once the package has been delivered. For assistance, please contact us at info@wa-no-kaori-incense.com.
Are there any additional charges I need to pay?
Additional charges such as customs duties, import taxes, VAT, or other local fees may apply depending on the regulations of your delivery country. These charges are determined by local customs authorities and are the responsibility of the customer.
What shipping methods do you offer?
Orders are shipped via Japan Post or FedEx, depending on the destination. Please note that customers cannot choose the shipping carrier. If you have any questions, feel free to contact us at info@wa-no-kaori-incense.com.
Do you ship overseas?
Yes, we ship internationally. For details on shipping fees and delivery times, please refer to our Shipping Policy or contact us at info@wa-no-kaori-incense.com.
How do I change my shipping address after placing an order?
If you need to change your shipping address after placing an order, please contact us immediately at info@wa-no-kaori-incense.com. Address changes are only possible if the order has not yet been processed for shipping. Once the order has been shipped, we are unable to make any changes.
Cancellation inquiries
Can I cancel my order?
Yes, you can cancel your order, but only if it has not yet been processed for shipping. Once the order has been shipped, cancellation is no longer possible.
Until when can I cancel my order?
You can cancel your order before it enters the shipping process. If you have not received a shipping confirmation email, cancellation is usually still possible.
Is it possible to cancel only part of my order?
Unfortunately, partial order cancellations are not available. You would need to cancel the entire order and place a new one with the correct items.
How long will it take to process a refund after I cancel my order?
Refunds are typically processed within 3-5 business days after the cancellation is confirmed. However, the time it takes to reflect in your account may vary depending on your payment provider.
How will my refund be processed?
Refunds will be processed using the same payment method you used when placing the order. For example, if you paid via credit card, the refund will be issued to the same card.
How will the refund be handled if I return a product?
Once we receive the returned product in its original condition, we will process your refund within 3-5 business days. The refund will be issued to your original payment method.
Will the refund be issued to the payment method I used when placing the order?
Yes, refunds are issued to the same payment method used when placing the order.
Are there any cancellation or return fees?
Usually, there are no cancellation or return fees, but certain situations may involve fees. Please refer to our return policy for more details.
Will the shipping cost be refunded if I return the product?
Shipping costs are usually non-refundable unless the product is defective or the wrong item was shipped. In such cases, the shipping cost will be refunded.
What should I do if I received the wrong product?
If you received the wrong product, please contact us immediately. We will either send you the correct product or process a refund.
How long does it take for the refund to appear in my account?
After the refund is processed, it usually takes 3-5 business days to appear in your account. However, depending on your payment method or financial institution, it may take longer.
Can I place a new order after canceling my original one?
Yes, you can place a new order after canceling the original one.