FAQ

【Our service 】

Q, What’s your business hour?

A, We open from 10:30 am to 6:30 pm (UTC+9). We will reply to your inquires within 2 business days. ( In case of holiday seasons, it might take more days for us to reply your inquires. ) You can order our products any time you like online.

Q,  How can I reach your customer serve department? I have some questions about your products.

A,  You can reach us via info@samuraigift.jp or skype(Samurai Gift Shop) Please feel free to ask any questions. We are happy to assist you.

Q, .Is there an age limits on orders?

A, You must be at least 18 year of age or older to make a purchase from Samurai Gift Shop. If you are younger than 18, a parent or guardian must be present to place the order.

Q, I would like to submit a product review on your website. How do I do this?

A, Our product page has a review section on the left side. You can rate the product on the scale of one to five and leave a comment. All we need is your name and email address.

 【Return/Refund】

Q, The color of the replica sword I bought is different from what I expected. Can I return the item and get the refund?

A, Unfortunately we only accept returns or exchanges when there are manufactural defects on an item. To know more about our return/exchange policy, please check our terms and conditions (Return and Exchange Policy)

【Shipping】

Q, How much will it cost to ship to my address?

A, Shipping is free. Insurance offered by the shipping carrier covers the total amount you paid.

Q, How long does it take to receive the product I ordered?

A, It takes about 7-14 days. This time period depends on where your shipping address is and what you ordered . You can check where your purchased product is by using a tracing number provided by Samurai Gift Shop.

*It takes about 1-2 months to receive Samurai armors, Samurai authentic swords, sword decoration with certification.

Q, What is EMS?

A, EMS is the shipping carrier we use to ship your order.

We have full confidence in the shipping company. We have been using their service for long time but haven’t had serious problems. You can check where your package is by searching your trace number.

・EMS
http://www.ems.post/what-is-ems

Q, Is it possible to buy an authentic Japanese sword online?

A, If the country where you live allows you to import an authentic Japanese sword, you can. We need to go through a few procedures for us to export a sword to you. This takes about 1-2 months.

Q, I accidentally typed a wrong address on the order form. What should I do?

A, Please send us the correct address of yours within 24 hours. (info@samuraigift.jp )

You can check your order detail on your My page or through an email you received when placing order.
If you aren’t able to notify us within this time, we will need to charge you the reshipping fee.

Q, Can I choose a shipping carrier for my order?

A, Unless EMS provides no service to where your shipping address is, we will ship your order with EMS. You can check the countries in which EMS ships packages on the link below. If you can’t find the country you currently live from the list below, please contact us(info@samuraigift.jp ) first.

http://www.post.japanpost.jp/int/ems/country/all_en.html

Q, Why doesn’t my tracking number work?

A, It usually takes up to 24 hours for EMS to update their database to include your tracking number. In case that your tracking number still doesn’t work after 24 hours, please notify us via email(info@samuraigift.jp  ) and we will assist you in a timely manner . Please also check to see if there is a typo in the tracing number you typed.

Q, Can I deliver to another address, other than my card billing address?

A, Yes. You can. Please check “ Ship to a different address? “ to fill out your shipping address. Also please type the reason why you want us to ship to a different address on order notes. Ex) gift , your workplace

Q, If I ordered multiple replica swords and one of them is out of stock, how would you deal with the situation?

A, In that situation,we usually ship orders that are in stock first and then as soon as we restock the rest that was once out of stock, we will ship it. If you like to receive your order together, please leave an order note before making a purchase. This rule applies to all orders.

【Products】

Q, I would like to buy a samurai replica armor. How long does it take to receive one?

A, It takes one-two months (that doesn’t include Saturdays and Sundays.) as every part is hand-made and available on request.  Therefore it is necessary to wait for that duration. We assure you that the quality of an armor is beyond your expectation.

Q, How do I know if an item is in stock?

A, You can find the sign “ in stock” next to the main product picture. If our product is out of stock, you can find the sign “out of stock”. If you can’t locate those two signs, that means we stock only one item for the product or the product is available on request.

【Payment】

Q, What methods of payment do you accept?

A, We accept Swipe(Credit Card) and Paypal.

Q,How do I know that my order has been successfully submitted?

A, You will receive an email from us(order@samuraigift.jp) saying your order is successfully submitted.

Q, Why has my credit card been declined?

A, There could be several different reasons your credit card has been declined.

Please check if
・Your card is expired or out of date
・you accidentally type a wrong credit card number or security code.
If your problem is none of them above, please contact your credit company directly.

Q,Is there a minimum order value?

A, NO. there is no minimum order value.

【Personal Information】

Q, Is it safe to use my credit card on your website?

A, we don’t store your credit card information at all. We have business with Stripe and Paypal. They are two parties who hold your credit information and they are internationally accredited companies.

【My account】

Q, Is it necessary to make an account to make a purchase from your website?

A, No. We offer page guest checkout and you can place an order without making an account. However, an account will allow you to make your next purchase easier. Also in My page, you can check things below.

  • View your order history
  • View the status of orders
  • Print your invoice

Q,My home address has changed, how can I update it?

A, First of all, please sign in to your account and then click the “My Account”. Then click on “Addresses” . From there, you can update your billing and/or shipping addresses. We will confirm the change through email within 1 business day.

Q, I forgot my password. What should I do?

  1. Click on the “Lost your password” link on My account page
    https://www.samuraigift.jp/myaccount/lost-password/

Please type in your e-mail address with which you registered so that your password will be reset. Then you will receive an email that comes with the link where you can set a new password.

【Others】

Q, Which browser should I use to view your site?

A, We recommend that you use the latest version of Google Chrome, Mozilla Firefox, Apple Safari and Microsoft Internet. If you aren’t able to receive emails from us, please permit our domain(@samuraigift.jp)

Q, What are your terms and condition?

A, Please check the link below.
https://www.samuraigift.jp/terms/