FAQ
If you have any questions or concerns, please feel free to reach out to us at hello@fujinote.com. We are a small team but are committed to responding within 2 working days.
Products
What products do you sell?
We specialize in bringing you the best of Japanese stationery. Our selection includes high-quality writing and drawing tools, beautiful notebooks, and unique paper products sourced directly from Japan. We also offer a curated collection of journaling supplies like washi tapes, stickers, and stamps.
Japanese stationery is world-renowned for its innovation, quality, and delightful aesthetics, and we're excited to share these wonderful items with you.
The item I want is out of stock, or I can't find what I'm looking for.
Some of our popular items are available for purchase even when they are temporarily out of stock (backordered). When you order a backordered item, we will restock it as quickly as possible, which may add a 1–2 business day delay to your order fulfillment.
If you are looking for a specific product or brand not found in our store, please let us know by email! We value your input and will do our best to consider your suggestions for our future product selection.
Orders and Payment
Can I cancel or change my order?
If your order has not yet been processed for shipping, you can contact us to request a cancellation. If you wish to change your order, the easiest way is to cancel the existing order and place a new one with the correct items.
If your order has already been shipped, we cannot cancel it. However, you can still return the items once you receive them. Please see our return policy below for more details.
What online payment methods do you support?
We support a wide range of major online payment methods, including most credit cards and digital wallets. During checkout, our system will automatically calculate shipping costs in your local currency for your convenience.
What happens after I place my order?
After your payment is complete, you will receive an automatic order confirmation email. Our team will then process and ship your order from Tokyo within 1–4 business days. Please note that orders placed on a Friday or during a Japanese National Holiday will be processed on the next business day.
Once your order is shipped, you will receive a second email with your shipping information.
Shipping
Where is my order sent from?
All orders are packed with care and shipped from our base in Tokyo, Japan.
Do you ship internationally?
Yes, we ship worldwide from Tokyo! We primarily use Japan Post and offer several options to fit your needs, including EMS (Express Mail Service, which is faster) and International ePacket (which is more economical).
Please note that shipping availability can occasionally be limited by current global logistics conditions.
How much does shipping cost?
Shipping fees are calculated automatically at checkout based on the total weight of your package and your location. This ensures you pay a fair price for shipping, rather than a one-size-fits-all flat rate.
Can I track my package?
Yes. Once your order is dispatched, you will receive a shipping confirmation email that includes tracking information. You can use this to follow your package's journey from Tokyo to your doorstep.
When will I receive my package?
First, we process all orders within 1–4 business days. The final delivery time then depends on the shipping method you choose:
- EMS: Typically delivered within one week of shipment.
- International ePacket: Typically arrives between one to three weeks after shipment.
Please be aware that as a small team, high order volumes may cause slight delays. If your order is urgent, please contact us, and we will do our best to help.
Do I have to pay customs duties or taxes?
Duties, taxes, or import fees may be charged by your country's customs authorities upon arrival. These charges depend on your country's regulations and the value of your order. As the recipient, you are responsible for paying any such fees. We recommend checking with your local customs office for more information.
Returns and Refunds
Can I return my items?
Yes, we have a 30-day return policy. You have 30 days after receiving your order to request a return. For customers in the European Union, you have the right to return your order within 14 days without justification.
To be eligible, items must be in their original condition: unused, with tags, and in their original packaging.
To start a return, please email us at hello@fujinote.com. Please note that returns must be sent to our address in Japan, and you will be responsible for the return shipping costs. We are happy to help you find an economical shipping option.
What should I do if I receive a damaged or incorrect item?
Please inspect your order as soon as you receive it. If an item is defective, damaged, or incorrect, contact us immediately at hello@fujinote.com with your order number and a photo of the issue. We will evaluate the problem and work with you to make it right.
Can I exchange an item?
The fastest way to get the item you want is to return the original item. Once your return is accepted, you can make a separate purchase for the new item.
Are any items non-returnable?
Certain items cannot be returned, including:
- Perishable goods
- Custom or personalized products
- Personal care goods
- Hazardous materials, flammable liquids, or gases
- Sale items, limited edition items and gift cards
If you have questions about a specific item, please get in touch.
When will I receive my refund?
Once we receive and inspect your return, we will notify you if the refund is approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at hello@fujinote.com.