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Frequently Asked Questions

Ordering

You can pay with a credit card. Express payment methods like Shop Pay, Apple Pay, or Google Pay are also available. At this time we do not offer PayPal, sorry.

If you are a BYK member, you can also pay with store credits by adding your codes at checkout.

To check status updates on your order, follow the link that says "View your order" from in your order confirmation email. This link will take you to a page containing the status of your order, its contents, and tracking information (if available)

If you can't find the link to your order status page, please contact us, and we will re-send you the e-mail.

Membership fees and store credits / gift cards are non-refundable. Store credits and gift cards won't expire, so you can use them in the future. 

Please contact us at hello@stickykitjapan.com as soon as possible if you need to cancel your (product) order. We can cancel your order as long as you contact us before your order starts being processed, but once an order enters the shipping process it cannot be canceled or refunded.

Note: If your order has started processing, the message " Your order is processing" will appear in your order status page.

If your order is successfully cancelled, you will receive a cancellation confirmation email. We'll issue a refund to the original payment method (credit card or store credits). 

Please note:

  • It may take up to 10 business days for the refund to reflect on bank statements.
  • The cancellation of orders more than 30 days old (like orders on hold) is subject to a 20% restocking fee, which will be deducted from the refund amount.

We can help you add or remove items from your order as long as the order hasn't been processed yet*. Email us at hello@stickykitjapan.com as soon as possible with your order number, and the item(s) you want to add/remove. 

*If your order has started processing, the message " Your order is processing" will appear in your order status page.  

Important:

  • We can't add discounts or store credits to your orders. We can't neither send a partial refund instead.
  • If the order hasn't been processed, you can alternatively request its cancellation and then place a new order with the changes you wish, but please note that some products may become unavailable if sold out.
  • Orders on hold due to the coronavirus situation (Japan Post suspension / Combined Shipping orders) are processed soon after order placement just like any other orders, and can not be modified afterwards.
  • We cannot modify any orders that have already started being processed.

If you have not received the shipping notification email yet, please contact us as soon as possible and we might be able to change it!

If your order has already shipped, you can try contacting your local post office or DHL center with your tracking number, as they may be able to redirect your package (though this is not always possible). 

Customers are responsible for any fees involved in re-shipping orders.

Please double-check your shipping address before completing your order to avoid this!

Credits can be used as a payment method by entering your gift card codes at checkout. You can use one card completely or partially until its balance is zero. You may use multiple cards at a time.

Credits can be used to purchase ANY products from our shop, not just custom kits.

 

We can't apply discounts or store credits to your orders, and we can't send you a partial refund as a replacement for them

If you order hasn't been processed yet, you may request to cancel the whole order and and once your request has been accepted, you can place a new one using the discount/credits that you forgot the first time. Please note that some of the products may become unavailable if they are currently out of stock or their stock is low.

Please make sure your discount and/or your card code(s) are correctly applied at checkout. Also remember that store credits don't expire, so you can use them next time.

 

 

Shipping & Delivery

We ship worldwide! 🌎🌍🌏

You can find the full list of countries we currently ship to and and all of our shipping details here.

We offer Registered Airmail and DHL Express. All packages are sent with tracking information, for its safety and your peace of mind. Please check our shipping options here.

The shipping cost varies depending on various aspects, such as the shipping method selected, the country the order is delivered to, and the total weight of the package. It is automatically calculated at checkout after entering the shipping address and before completing the order. 

Please check our shipping rates and all of our shipping details here.

We typically process your orders within 5 business days. During peak times, pre-orders, and sale periods please allow additional time for dispatch. You will receive an email notification with tracking information for your package when your order is shipped out.

Expected delivery times vary depending on your country and the shipping method selected. Please note that packages may be delayed during busy times of the year, and due to customs retentions.

You can ship to a PO Box if you select Registered Airmail (Japan Post). DHL Express doesn't allow delivery to PO Boxes.

When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. Sticky Kit can't provide information on whether you may or may not be charged such charges, or how much it will be. You are responsible for obtaining information regarding your country’s laws, regulations, and restrictions that may apply when purchasing our products. 

We do not include any customs/duty fees in the product price or shipping and handling cost. These charges are the buyer’s responsibility as we are only charging the transportation fee for your order.

If a product is seized and destroyed by the customs, or returned to Japan, we will NOT be responsible for the losses, product, or shipping refunds. It will be your responsibility to cover the shipping costs you wish to have a second delivery attempt after the product is returned to us.

Orders shipped via Japan Post methods are experiencing moderate to significant delays due to of the effects of COVID-19 (global reduction of flights, tightened customs scrutiny, decreased carrier operations, local lock-downs, etc.) We are so sorry for the inconvenience, but we kindly ask for your patience and understanding.

Local delays

Currently, once our packages are picked up by Japan Post, they are on their way to their final destinations. However, there have been many instances in the past few months of packages arriving in the destination country, but being stuck in backup delays in the respective country’s postal system.

In particular, Canada Post and Royal Mail (UK)are severely backlogged domestically.

Where is my order now?

If your package was sent by a shipping method with a tracking number, please check your order status page for tracking updates. Alternatively, you can track your package via Japan Post's online tracker. Here's a site where every step is explained.

If it was sent by Standard Shipping -subscription kits were-, it can't be tracked (there's no way we can locate it either)

We are not responsible for any items or shipments that have gone missing during transit. 

Returned packages

Occasionally, orders are returned to us due to an incorrect or outdated address, failed delivery attempts, refusal to pay tax, refused by the recipient, etc. 

We can re-ship these orders, however, we won't be responsible for the fees needed to re-send the package. If your order is returned to us, we will contact you via email.

If your package comes back unable to leave Japan due to Japan Post suspensions, we'll be able to apply for a postage refund from Japan Post. This refund will be used to re-send your package when the suspension is over, so no extra fees will be needed unless you request an upgrade (Registered, DHL). 

If you don't need your order re-shipped or we don't hear from you after 2 weeks of our email, we will credit you the cost of the order minus the original shipping cost and a 20% restocking fee.

We cannot re-ship or issue refunds if we do not receive the order back.

We are so sorry for the mix-up! We do our best to carefully pack your order, but human mistakes can occasionally happen.

Please start with double-checking your order confirmation e-mail or order status page to see what you ordered. If you have not received the product that you ordered, please contact us at hello@stickykitjapan.com or via the contact form within 48 hours of delivery with your order number and pictures of the following:

  • The outside of your envelope or box with the shipping label visible.
  • A picture of the products you received.

We will get your correct item(s) sent out or will credit your account. If the item you ordered is discontinued or no longer in stock, you will be credited with the amount paid.

* Shipping is done via Japan Post only. If your country is currently suspended from airmail shipping due to COVID-19, you will be credited with the amount paid.

If the damage to your items is related to the transportation or the weather, your are responsible to file a claim with the carrier. Registered Airmail insurance can cover up to ¥6,000 of damaged goods.

If we unintentionally sent you a defective item, please contact us within 48 hours of arrival with full details of the problem and pictures of the item and the shipping box or envelope. Once we confirm that a faulty product was sent, a refund or exchange will be provided.

While we can't predict when Japan Post will start shipping to your country again, we are continuously monitoring the situation, and our shipping options are being promptly updated any time changes occur.

The list of countries we currently ship to and all of our shipping details can be found here.

Other links:

Japan Post suspensions and COVID-19 related updates in our blog.
Service availability by country in Japan Post website.
Japan Post's news and updates on their website.

Thank you for your patience and understanding.

Orders on hold due to Japan Post suspension will be sent when shipping goes back to normal. Please find detailed information in this blog post.

Combined Shipping is a temporary service we are currently offering to countries where Japan Post is not available. Read the details and conditions here.

 

Membership

The membership doesn't have an automatic shipment component.

Each month you will receive an email with $10 store credits as a gift card, and an invitation to build your own kit or to pre-order Our Picks.

If you take no action, no shipment will be sent. Don't worry, unused store credits can be spent the next month (they won't expire)

 

The member's discounted price is already applied to all kit builder products.

Freebies may be physical products (sample or full size) included in your shipment, bonus credits or free shipping offers. Their amount/value is higher depending on your kit’s value.

Custom kits are classified in 4 tiers: 

  • Minimalist ($15+) 
  • Journaler ($30+)
  • Collector ($60+) 
  • Kami-sama ($100+) 

You'll be able to manage your membership billing from your account after your first renewal*. 

You will be charged immediately upon signing up. From the next month onwards, you will be billed on the same day every month, from the day you signed up.

If you need to modify your monthly billing date, we can help. Please contact us at hello@stickykitjapan.com.

Your membership and benefits will be inactive until you are able to update your payment information.

You can cancel any time -after 2 orders- by logging into your account

In order to benefit from our discounts and freebies, we require that you remain as a member for at least two months. The self billing management option won't be available until after your first renewal. 

Once you cancel your membership, it will expire at the end of your billing period. If you change your mind, you'll be able to reactivate it until its expiration. Once the cancellation is complete, your membership can't be reactivated. You'll need to purchase a new membership (the 2 order minimum applies)

Membership fees and store credits are non-refundable.

Please contact us. We will send you a new activation link that will solve the issue.

Yes. You can still use your credits to buy products from our public shop. You will, however, lose access to the Kit Builder and other member benefits once the cancellation is complete.

No, your credits are not applicable for cash-out value. Your credits will never expire, however, so they can be saved for future purchases.

They will never expire. 

Currently, memberships can't be reactivated after cancellation*. You'll need to purchase a new membership

*If you have canceled your membership, but you haven't reached the end of your last billing period (cancellation isn't complete yet), then you can reactivate it via the "Manage Membership" link in your account.

 

Other

Thank you for your interest in Sticky Kit!

If you are interested in sharing our product with the world, please make sure you meet the following requirements:

  • Your site or channel is established, has consistent views and an engaged audience.
  • Your site or channel is related to stationery or Japanese culture.

If you fit this guideline, please fill this form or contact us at hello@stickykitjapan.com including your monthly statistics and other information that could help us make a decision. Please note that due to the high amount of emails we receive on this subject, we can't reply to everyone. Thank you for understanding.