Shipping Policy

For questions about shipping or an existing order, email support@wakura.shop with your order number.

Where we ship

We ship our products from Japan to Australia.

Some products or delivery addresses may have shipping restrictions. If you are unsure whether we can deliver to you, please contact us before ordering.

Preparing your order

We usually dispatch orders within 5 business days after receiving payment. Business days are Monday to Friday, excluding public holidays in Japan.

This is the time we need to prepare your order before handing it to the carrier. Delivery time is additional.

If a product needs longer to source or prepare, we will state the expected dispatch time on its product page before you order. If an unexpected delay affects your order, we will contact you with an update and explain your options. If we cannot fulfil your order, we will notify you and refund the affected items and any related delivery charges where applicable.

Shipping costs

Available shipping options and their charges are shown at checkout before you pay.

If we offer free shipping, the qualifying order value, eligible destinations and any exclusions will be stated with the offer.

Delivery times

Estimated delivery times after dispatch are:

We currently deliver to Australia using Japan Post standard international delivery. Estimated delivery is 10 business days after dispatch, in addition to our order preparation time. Customs checks, public holidays and postal delays may affect delivery times.

These estimates are separate from our order preparation time. Delivery may take longer during busy periods or because of customs checks, public holidays, severe weather or carrier disruptions.

If your parcel has not arrived by the end of the estimated delivery period, please contact us so we can look into it. An estimated delivery date does not remove any rights you have under consumer law.

Dispatch and tracking

We will email you when your order has been dispatched. If your shipping service includes tracking, we will include the tracking details. Tracking updates may take some time to appear after the carrier receives the parcel.

Customs and import charges

Shipping charges paid at checkout cover delivery only. They do not include any import duties, taxes or customs clearance fees payable when your parcel enters Australia.

If these charges apply, you are responsible for paying them before your parcel can be released. This is generally relevant to shipments with a total customs value over A$1,000. Any tax collected at checkout will be shown separately.

If customs requests information about your order, please contact support@wakura.shop. We can help by providing the invoice and shipment details.

Delivery details and changes

Please check your delivery address and contact details before completing your order. If you notice an error, email us as soon as possible. We will try to update the details, but changes may not be possible after dispatch.

If a parcel is returned because of an incorrect address or an unsuccessful delivery attempt, we will contact you to discuss what happens next. We will explain any proposed redelivery charges and obtain your agreement before sending it again. Any refund will be handled in line with your legal rights and our Refund Policy.

Missing or damaged parcels

If your order arrives damaged, has missing items or appears to be lost, contact support@wakura.shop as soon as reasonably possible. Include your order number and a description of the issue. Photos of the parcel and affected items, where available, can help us investigate.

If food packaging is damaged or you think a product may be unsafe, do not consume it.

We will investigate with the carrier and work with you to resolve the problem. Where the law requires a replacement, refund or another remedy, we will provide it. Handing your parcel to the carrier does not remove our responsibilities to you.

Business and wholesale orders

We also ship orders to cafés, restaurants and other businesses. If we agree a separate delivery schedule or shipping arrangement with you in writing before purchase, that agreement will apply to the matters it covers. Otherwise, this policy applies. Any rights that cannot legally be excluded still apply.

Returns and your rights

Please refer to our Refund Policy for information about returns, exchanges and refunds.

Nothing in this policy limits any rights you have under applicable consumer law.