Shipping & Returns
SUI TOKYO (“we”, “our”, or “us”) uses EMS and/or e-Packet shipping service by the Japan Post Office to ship our products. To see if we ship to your area, please check here for a list of countries and territories (we are currently unable to ship to Taiwan, Macau, Hong Kong, Mongolia, and China).
We will attempt to ship your package within 4 to 5 business days by EMS and /or e-Packet, unless stated otherwise. Under ordinary conditions, international shipping will take approximately 2 weeks to 4 weeks depending on your destination.
We pack all orders carefully because we love our brushes as much as you do! However, in the rare chance that apparent damage has occurred during delivery, simply do not accept the package and please check the contents together with your local postal staff.
Within Japan Only:
Total Purchase JPY 10,000 or less: Flat Rate Shipping JPY 1,000
Total Purchase more than JPY 10,000: Free Shipping
Outside of Japan:
For parcels up to a gross weight of 3kg (includes packaging materials), we charge the following shipping rates (includes full insurance) depending on your area:
Asia (excludes Taiwan, Macau, Hong Kong, Mongolia, and China; see Shipping Policy): JPY 2,000
Europe, North America, South America, Middle East, Africa, Oceania: JPY 3,000
For parcels exceeding 3kg, extra charges apply and are the sole responsibility of the customer.
Return & Exchange Policy
In the unlikely event that the item is defective or damaged due to transport, we will cover the shipping costs to deliver and exchange the originally ordered item for a new, same item; if the same item is unavailable at given time, we will refund the full order including the shipping costs to deliver the originally ordered item at our expense.
All items to be returned must be clearly photographed in the same condition as received by the customer, and the photographs shall be provided to customer support.
If this is the case as mentioned above, customers who wish to exchange or return goods must contact customer support via email within 7 days of package arrival.
Returns are applicable only if the package has been unused and time stamped by freight carrier enroute for return delivery within 14 days after package arrival.
Individual items which are part of a bundle or box set (“Box Set”) may be returned or exchanged under this Return Policy upon approval by customer service and in accordance with instructions provided by customer service. At the discretion of customer support, customers may be instructed to return only the damaged items/portion of Box Sets.
We do not accept returns and do not issue exchanges and/or refunds due to the following additional conditions of/caused by the customer:
Failure to contact customer support within 7 days of package arrival;
Inability to return the items designated by customer support within 14 days after package arrival;
Upon our inspection of customer’s returned item(s), all accompanying accessories of the original order are not complete;
Wrapping and packaging of any originally ordered item(s) is/are missing or lost, including the plastic wrapping/packaging of individual items in a Box Set;
Any originally ordered item(s) are used;
Original order is returned to SUI Tokyo by a shipping method not instructed by customer support; or
Product has been damaged or product value has remarkably declined due to customer’s lack of care and/or handling during the return process;
If return or refund is requested due to customer’s personal convenience, the delivery fee for returning/exchanging the original order will be solely at the customer’s expense.
We will exchange products if the damage or incorrect ordering is solely the fault of us. If this is the case, please adhere to the following:
Within 7 days of package arrival, notify us via email with a reasonably detailed explanation.
Use the enclosed packaging slip, or as otherwise instructed by our staff in response to your email.
Return the package to the designated destination as it was originally shipped, or as otherwise instructed by our staff in response to your email.
Any provisions herein are not waived unless explicitly waived by us or our authorized representative.