About Shipping Fee and Delivery

Shipping fee

For newsletter subscribers

Shipping fee is free for the subscribers of our newsletter except shipping to some areas of Japan and overseas. Some products are also excepted from free shipping.

For other users

Shipping fee: 660 yen per delivery (tax included)
It becomes free when the total order is higher than 11000 yen (tax included).

Note:
- The shipping fee may change during promotions.
- Some products including large-sized products cost an additional fee. We announce on each web page.
- An additional fee is charged for shipping to a remote island.
- International shipping also charges an additional fee based on the policy of EMS (Express Mail Service). Users are able to check the detail of the fee on the web page of order confirmation.

Shipping schedule

If you ordered an item in stock, we will dispatch the item on the next business day (i.e. next weekday) after you make an order.
Delivery date would differ depending on a shipping address. For Kanto region, normally the package would be delivered on the next day of dispatch.

(e.g.) When your item is in stock
When you order by 11:59 pm on Thursday → Your item will be dispatched on Friday, the next business day
When you order after 12 am on Friday → Your item will be dispatched on Monday, the next business day

Note:
- Shipping schedule may differ on holidays.
- When your item is out of stock, we will let you know by e-mail or phone.
- For more details about delivery date, please check out on the website of Sagawa Express Co., Ltd.

Requesting delivery date and time

Delivery date request

Except for holidays, you can request the delivery date that is later than 6 days after the order.

Note:
- If you order by 11:59 pm without any requests for a delivery date, your package will be shipped on the next business day, i.e. the next weekday.

- We do not make a shipment on Saturdays, Sundays and public holidays. When you order on Friday, the package will be shipped on next Monday.

Delivery time request

1. AM (9:00-12:00)
2. 12:00-14:00 (12pm-2pm)
3. 14:00-16:00 (2pm-4pm)
4. 16:00-18:00 (4pm-6pm)
5. 18:00-20:00 (6pm-8pm)
6. 19:00-21:00 (7pm-9pm)

Note:
- When your item is on back order, the shipment may delay. We will inform you in that case.

- If your package is shipped to an office or shop, the delivery time may not be able to be requested.

Shipping address and pickup

For domestic delivery, the driver of Sagawa Express Co., Ltd. will deliver the package.
For international delivery, the package will be delivered by EMS of Japan Post.
Please note that we do not deliver to P.O. Box.

You can also pick up your package at your nearest Sagawa Express' office.
Please bring documents such as a driver's license and insurance card, and your personal seal to verify your identity for pick-up.

To search location of Sagawa Express' office, please click >here.

Delivery notice and storage period

If you do not receive your package for a certain period of time, the package will be returned to ZUTTO. In that case, we will cancel your order as soon as the package is returned.

Note: When you ordered by credit card, Amazon Pay or carrier billing, the refund may be made in the next month of the order depending on the settlement date.

FAQ

Q. How much does shipping cost?

A.

For newsletter subscribers

Shipping fee is free for the subscribers of our newsletter except shipping to some areas of Japan and overseas. Some products are also excepted from free shipping.

For other users

Shipping fee: 660 yen per delivery (tax included)
It becomes free when the total order is higher than 11000 yen (tax included).

Note:
- The shipping fee may change during promotions.
- Some products including large-sized products cost an additional fee. We announce on each web page.
- An additional fee is charged for shipping to a remote island and overseas.

Q. When will my package be delivered?

A.If you order by 11:59 pm without any requests for a delivery date, your package will be shipped on the next business day, i.e. the next weekday.

Note:
- During promotions, the delivery date may be changed.
- Some products including large-sized products cost an additional fee. We announce on each web page.
- An additional fee is charged for shipping to a remote island and overseas.

Q.Is it possible to send a package outside of Japan or to P.O. Box?

A.We do not ship a package to P.O. Box.
For international delivery, the package will be delivered by EMS of Japan Post. We can deliver to the following countries. Please note that you cannot make unavailable countries as a shipping address.

Iceland, Ireland, U.S.A., Argentina, U.K., Italy, Indonesia, Australia, Austria, Netherlands, Canada, Korea, Greece, Guam, Saipan, Singapore, Switzerland, Sweden, Spain, Thailand, Taiwan, Czech Republic, China, Denmark, Germany , New Zealand, Nepal, Norway, Hungary, Philippines, Finland, Brazil, France, Bulgaria, Vietnam, Belgium, Poland, Portugal, Hong Kong, Macao, Malaysia, Myanmar, Mexico, Romania and Luxembourg

Q.How does the package look like?

A.We inform about a package on the following blog post.

Q. Is there an additional fee for shipping to a remote island inside Japan?

A.You must pay 2200 yen as the total shipping fee. It includes 660 yen for regular shipping fee and 1540 yen for additional.
Note: If you are a newsletter subscriber or your order total is over 11000 yen (tax included), the regular shipping fee, 660 yen would be free.

About International Shipping

Delivery by EMS

We deliver outside of Japan by EMS (Express Mail Service).

Payment

For international shipping, payment can be made with credit card or carrier billing of au, domcomo or Softbank.

Shipping date and delivery schedule

Products in stock will be shipped on the next business day of the order. If the item is on back order, we will contact you shortly.

To search delivery schedule for overseas shipping, please click here. (Will move to the website of Japan Post)

Unavailable products

Some products are unavailable for EMS. Please note that you cannot select an international address for those products.

Delivery area

We can deliver to the following countries. Please note that you cannot make unavailable countries as a shipping address.
Due to the impact of COVID-19, EMS delivery may be temporary suspended in some countries. For more details, please contact our customer support.

Iceland, Ireland, U.S.A., Argentina, U.K., Italy, Indonesia, Australia, Austria, Netherlands, Canada, Korea, Greece, Guam, Saipan, Singapore, Switzerland, Sweden, Spain, Thailand, Taiwan, Czech Republic, China, Denmark, Germany , New Zealand, Nepal, Norway, Hungary, Philippines, Finland, Brazil, France, Bulgaria, Vietnam, Belgium, Poland, Portugal, Hong Kong, Macao, Malaysia, Myanmar, Mexico, Romania and Luxembourg

Shipping fee

For international shipping, shipping fee will be charged even if you are a newsletter subscriber. The shipping fee depends on the weight of the package and shipping address.

The expected shipping fee would be displayed when you make an order. The shipping fee would be finalized once the product was packaged. Please note that the fee might be adjusted.

Customs procedures

In addition to the shipping fee, import tax, customs duty, and handling fee may be charged for international shipping.

Additional fees for customs procedures must be paid by the recipient. Please note that we cannot inform you of the additional fees in advance or change the price.

Since conditions of customs widely vary by shipping address, please contact the customs house for more information.

Return and exchange

In case of receiving a damaged item, please contact the responsible post office and ZUTTO customer support within one week from the arrival.

If the item you received is not an order item, please contact ZUTTO customer support within one week from the arrival. We will deal with the matter immediately.

In case of return for personal reasons, please contact ZUTTO customer support in 7 days after you received the item. Please note that the following items cannot be returned.

· Received more than 8 days ago
· Damaged by customers' use
· Used even once
· Damaged or discarded accessories such as packages and hanging tags
· Returned without any contacts
etc.

Please note that we do not accept exchanging items except the cases of damaged products or misdelivery.

Contact us

Contact us

ZUTTO Customer Support

E-mail: support@zutto.co.jp
10am-4pm Japan time (except weekends and public holidays)
https://www.zutto.co.jp/

About Payment

Credit card

Available credit card companies

We accept the credit cards of VISA, MASTER, JCB, AMERICAN EXPRESS and DINERS.

Security

ZUTTO uses encrypted communication by SSL (Secure Socket Layer) in order to protect personal information from intercept by third parties. We acquired the VeriSign SSL certificate for the usage.

Cash on delivery

Handling fee

The handling fee of 330 yen (tax included) will be charged for cash on delivery.

What is cash on delivery (COD)?

A delivery person will deliver your item and collect the fee. Please pay the price of the item, shipping fee and handling fee in cash.

Notes on cash on delivery

You cannot use cash on delivery for orders over 300,000 yen (tax included).

When you select cash on delivery for payment, a recipient of the package needs to pay the fee. Please make sure the recipient beforehand especially for gift orders.

Cash on delivery is only available for domestic shipping. It is not available for international shipping.

ZUTTOCARD

ZUTTO point

What is ZUTTO point?

When you shop on ZUTTO, you will get one ZUTTO point for every 100 yen.
You can use 1 ZUTTO point as 1 yen in the next shopping.

Note:
- You can get ZUTTO points based on the total prices of products and gift wrapping (excluding tax).
- You cannot get ZUTTO points from a consumption tax, shipping fee or handling fee of cash on delivery.
- ZUTTO points below the decimal point will be removed.
- ZUTTO points gained from the order will be confirmed in about two weeks from the shipping date.
- ZUTTO points will be expired in one year from your last order.
- ZUTTO points are calculated for each order. It is not based on the cumulative order amount.
- You can check your ZUTTO points on your My Page.
- When you use or reload ZUTTOCARD, ZUTTO point would not be granted to your account. Only the bonus amounts for ZUTTOCARD based on the reloaded price will be granted.

Amazon Pay

You can make an order with your registered address and credit card on Amazon.co.jp.

Amazon points

You cannot use Amazon points on ZUTTO. Also, Amazon points will not be granted by the order on ZUTTO.

Procedure for use

FAQ

Q. Is there a payment fee?

A.Only for cash on delivery, there is a handling fee of 330 yen (tax included) per delivery.

Q. What is ZUTTOCARD?

A.It is a gift card that you can use on online store ZUTTO.
You can pay by the loaded amount on ZUTTOCARD.
When you use or reload ZUTTOCARD, ZUTTO point would not be granted to your account.
Only the bonus amounts based on the reloaded price will be granted.

Q. I hesitate to provide my credit card information. Is there any security measures against credit card use?

A.ZUTTO uses encrypted communication by SSL (Secure Socket Layer) in order to protect personal information from intercept by third parties. We acquired the VeriSign SSL certificate for the usage

Only businesses that have established a system to take appropriate protective measures for personal information will be certified.
Based on the PrivacyMark System, we manage personal information safely.

About Gift Wrap and Noshi

How to add gift wrap and card

How to add gift wrap

How to put gift-wrapped items together

How to add gift message

Gift delivery

· When you select cash on delivery for payment, please be aware that the recipient of the package needs to pay the total fee.

· Even if you order more than one gift wrap, we usually pack all in one box. However, we sometimes separate them into multiple boxes if the package has a large size or heavy weight.

· Regardless of the number of gift wrap, only one shipping address is accepted per order.

· For domestic delivery with gift wrap, an invoice or any documents wirh price would not be included in your package.

· If a sender and a recipient are different, the name of the sender would be appeared on a shipping label attached to your package.

· We usually leave hanging tags of products unless you order with gift wrap.
If you would like to remove the tag, please contact our customer support.

Shopping bag

If you select gift wrap, we will put your wrapped item in a shopping bag.

Note: Depending on the shape or size, some items cannot pack in a shopping bag.

Availability of Noshi

There are two ways to attach Noshi on a product.

How to add Noshi

The products that can add Noshi on their web pages, please follow the procedure below.

Edit Noshi

How to add or change gift wrap after order

If your order has not been in the shipping process, you can change gift wrap on My Page.

Note: Edit on My Page can be done only if you choose payments of cash on delivery, credit card, ZUTTO Point or ZUTTOCARD.

Note: Adding or deleting Noshi cannot be done on My Page. Please contact our customer support with the following information.

- Order number
- Your name
- Details to edit

ZUTTO Customer Support
0120-255-807
10am-4pm on weekdays

FAQ

Q. How much are gift wrap and a card?

A.
■Paper wrapping · · · 385 yen (tax included)
■Linen wrapping · · · Small: 880 yen (tax included) / Big: 1430 yen (tax included)
A free card for gift message can be attached when you select gift wrap. You can specify the details of the card in the shopping cart.

Q. I forgot adding gift wrap and a card. Can I add them after making an order?

A.If your order has not been in the shipping process, you can add gift wrap from My Page. You can also ask our customer support.

Q. Could the recipient of the gift know the price of order?

A.For domestic delivery with gift wrap,an invoice or any documents with price would not be included in your package.
If a sender and a recipient are different, only the name of the sender would be appeared on a shipping label attached to your package.

Q. Can I get a shopping bag?

A.If you select gift wrap, we will put your wrapped items in a shopping bag.
Note: Depending on the shape or size, some items cannot pack in a shopping bag.

About Receipt

For payments of credit card, carrier billing, and Amazon Pay

The receipt of packages that are shipped within one year can be issued on your My Page. The following payments are applied for this issuing.

- Credit card
- Carrier billing (docomo, au, and SoftBank)
- Amazon Pay
- ZUTTOCARD

For following cases, please contact our customer support.
- If you wish to issue a receipt with a provision other than ""in payment for a product fee.""
· If you wish to receive a receipt of only a part of products.
· If you wish to issue receipts in multiple sheets.

ZUTTO Customer Support
support@zutto.co.jp
10am-4pm on weekdays

For payment of cash on delivery

When you pay by cash on delivery, the receipt would be the blue slip of Sagawa Express attached to your package. The total price is written on the slip.

The name of the receipt would be the recipient's name written on the slip. Please review the name of the recipient when you make an order.

If you wish to issue a receipt with other names besides the recipient's, please send us the blue slip you received with the following information. We will issue a receipt with your desired name and send you back.

- Order number
- Name of the receipt
- The proviso of the receipt (e.g.) In payment of a product fee
- Your name and mail address

Note:
- We do not reissue an original receipt in case of damage or loss.
- We do not reissue a receipt after mailing it to you.

FAQ

Q. I lost my receipt. Can you give it to me again?

A. We are sorry but we do not reissue a receipt.

Q. I threw away the slip of Sagawa Express. Can you reissue it?

A. We are sorry but we do not reissue a receipt including a slip of Sagawa Express.

About Cancellation, Return, and Exchange

Canceling and editing your order

Canceling order

If your order has not been in the shipping process, you can cancel your order from My Page.

Note: We cannot cancel a part of the items of your order. Please contact our customer support to deal with it.

Editing order

If your order has not been in the shipping process, we can edit your order. Please contact our customer support by e-mail with the following information.

- Order number
- Your name
- Details to edit

ZUTTO Customer Support
0120-255-807
10am-4pm on weekdays

Return and exchange

If you want to return or exchange items, please request from My Page.
Please note that the following items cannot be exchanged or returned.

· Used even once or was damaged by customers' use
· Used for purposes other than those originally intended then caused any problems
· Damaged package or manual (eg. Stains caused by removing a sticker on the package)
· Lost or discarded accessories such as packages, attached bags, hanging tags, attachments, warranties and certificate of appraisals
· Removed attached tags (We cannot accept exchange or return even if tags are kept.)
· Repaired, washed, dry-cleaned or retouched after delivery
· The one did not work normally due to the specification or compatibility of the products. (Please check the usage environment in advance.)
· Opened consumables such as detergents, cosmetics, body care supplies, and sanitary goods

To return items

If you choose the following reasons for the return request; "The size of the item was not the one expected," "It was not what I was expected," or "I mistakenly made an order," please check the information on the e-mail and send us your item.

For other reasons, ZUTTO customer support will contact you by e-mail.

Note:
- The business hour of our customer support is 10am-4pm of weekdays.
- For the requests given on weekends, we will reply on the next business day (weekday).

Refunds

- If you paid by cash on delivery, we will pay the bills for the product and consumption tax (no refund for postage or the extra charge for cash on delivery) into your bank account. Please note that we deduct the bank transfer fee from the refund amount.

Note:
If you used Amazon Pay and carrier billing, we will also refund to your bank account. Please note that we deduct the bank transfer fee from the refund amount.

- If you paid by credit card, we will cancel the credit card payment. Please note that we deduct shipping fee from the refund amount.

To exchange items

After we receive your request, our customer support will contact you by e-mail.

Note:
- The business hour of our customer support is 10am-4pm of weekdays.
- For the requests given on weekends, we will reply on the next business day (weekday).

If you have any questions about return and exchange, please contact our customer support.

ZUTTO Customer Support
0120-255-807
10am-4pm on weekdays

How to exchange items

In case of exchange due to personal reasons, the shipping fees for returning an item and sending a new item must be paid by users. Please note beforehand and contact our customer support for the procedure.

ZUTTO Customer Support
0120-255-807
10am-4pm on weekdays

FAQ

Q. I would like to return/exchange my ordered item since it is different from what I expected.

A. Returns for personal reasons are accepted only if the following conditions are met.

· Requested within 7 days after receiving
· The item is unused
· All attachments including packages, attached bags, and wrapping papers have remained without damage

Contact our customer support for request.

ZUTTO Customer Support
0120-255-807
10am-4pm on weekdays

Q. The ordered item was broken. What should I do for it?

A. We are sorry for the inconvenience. Please contact our customer support. We will deal with the matter immediately.

ZUTTO Customer Support
0120-255-807
10am-4pm on weekdays

Q. Is it possible to have a refund by registered mail?

A. We are sorry but we do not accept refund by registered mail

About JAL Mileage Bank

About JAL Mileage Bank

If you are a JMB member, you can earn miles of JAL Mileage Bank (JMB) by shopping on ZUTTO. One mile for every 100 yen could be earned.

Notice:
1. Comsumption tax, shipping fee, handling fee, ZUTTO Point, coupon would be excluded from miles.
2. In case you cancel your order or return items, you would not earn miles.
3. In case you do not log in to JMB account on the shopping cart, you would not earn miles.
4. Amazon Pay or ZUTTOCARD payment are ineligible for JMB.

In case you forget to use JMB, please contact customer support and tell us your order number and JMB number. We would settle your miles based on your order.

FAQ

Q. What is JAL Mileage Bank??

A.It is JAL's mileage program that you can earn miles by flights, hotel stays, shopping, and others. The miles can be redeemed for flight tickets and awards.
On ZUTTO, you can earn miles by logging into JMB. One mile would be earned for every 100-yen purchase.

About ZUTTO Membership

What is ZUTTO membership?

Users who create an account on ZUTTO would be a ZUTTO membership.
By being the membership, your shopping becomes more convenient, for instance, you can earn ZUTTO Points and register shipping addresses.
Also, if you subscribe to our newsletter, which is free, shipping fee for domestic delivery becomes free. We introduce new products and promotions on our newsletter.

Note: If you shop on ZUTTO, you will automatically become a ZUTTO membership. (It is possible to change the status of newsletter subscription on My Page.)

Edit membership information

You can edit your information (name, shipping address, phone number, etc.) on My Page.

Forgotten ID/password

Your member ID would be your registered e-mail address.

If you forgot your password, click Change password on the login page.

ZUTTO Point

You can earn one ZUTTO Point for every 100 yen purchase. You can use 1 ZUTTO point as 1 yen in the next shopping.

Note:
- You can get ZUTTO Points based on the total prices of products and gift wrapping (excluding tax).
- You cannot get ZUTTO Points from a consumption tax, shipping fee or handling fee of cash on delivery.
- ZUTTO Points below the decimal point will be removed.
- ZUTTO Points gained from the order will be confirmed in about two weeks from the shipping date.
- ZUTTO Points will be expired in one year from your last order.
- ZUTTO Points are calculated for each order. It is not based on the cumulative order amount.
- You can see your ZUTTO Points on your My Page.

Membership withdrawal

To withdraw ZUTTO membership, please proceed to the link below. Please note that all ZUTTO Points would be invalid when you withdraw the membership.

FAQ

Q. Is there a membership fee?

A. No, our membership fee is free.

Q. I am concerned about the management of my personal information. What are the security measures done for?

A. ZUTTO uses encrypted communication by SSL (Secure Socket Layer) in order to protect personal information from intercept by third parties. We acquired the VeriSign SSL certificate for the usage.

Only businesses that have established a system to take appropriate protective measures for personal information will be certified.
Based on the PrivacyMark System, we manage personal information safely.

Q. How can I use ZUTTO Point?

A. To use ZUTTO Point, select ZUTTO Point as payment in the shopping cart.

About Shop Reservation

ZUTTO shop

ZUTTO has been introducing various products as an online store. But we also have received a lot of feedback from users to open a real shop. Since then, we have been thinking to respond to the request and found a perfect place in the quiet area of Hiro-o, Tokyo.
We decided to make the place as the shop that our users can see and try products on. Since we would like users to stay relaxed and comfortable, we made the shop reservation-only. Please make a reservation on our website and enjoy shopping at the shop.

How to make a reservation

Please make a reservation to visit our shop.

When there are products that you would like to see and try on

When there are products that you would like to see and try on, order the items as usual and make the shop as the shipping address.

Shop address and access

Address:
HYO3 2-19-12 Shibuya, Hiro-o, Tokyo
150-0012

About 8-minute walk from Hiro-o station of Tokyo Metro Hibiya Line
About 15-minute walk from Ebisu station of JR Yamanote Line

FAQ

Q. Since I am nearby, can I stop by the shop?

A.We are sorry, but our shop opens only by advance reservation. Please make a reservation on our web site.

Q. I want to cancel/reschedule the reservation.

A.Please contact our customer support to cancel or reschedule the visit.

Other inquiries

Please contact us if you have any other inquiries or questions about products.

Contact here

ZUTTO Customer Support

Our phone number

0120-255-807
10am-4pm on weekdays

Our e-mail address

support@zutto.co.jp
10am-4pm on weekdays