FAQs

Some of the most common questions we get asked

Are your items authentic?

Yes all our items are authentic and are purchased directly from shops in Japan.  Our qualified staff have licenses that qualify them to check the authenticity of the items.

How do you check for quality?

Our items are 100% authentic and are purchased directly from shops in Japan. Our qualified staff have independent licenses that qualify them to check the authenticity of the items.

All items are cleaned and maintained using special leather and or canvas soaps designed to be used with these items.

How long does shipping take?

We aim to pack and ship all items with in 2 business days of when the order has been received.  Subject to the country it can take between 7 – 21 days to arrive in your country.

We will provide you with tracking information once the item has been shipped.

Note: After the items arrives in your country it has been known to take between 2~6 weeks to clear customs.  These delays are completely out our control and are decided by customs in each individual country.

What happens if the item is lost in shipping?

We aim to pack and ship all items with in 2 business days of when the order has been received.  Subject to the country it can take between 7 – 21 days to arrive in your country.

We will provide you with tracking information once the item has been shipped.

Note: After the items arrives in your country it has been known to take between 2~6 weeks to clear customs.  These delays are completely out our control and are decided by customs in each individual country.

Do you have a return policy?

There are 4 reasons that we could accept product returns:

1) Unsatisfied with product

Please let us know as soon as possible if you are not satisfied with your purchase.  Once your purchase arrives at your delivery address, you must inform us within 10 days if you would like to return it and obtain a refund. A refund will only be made if the goods are returned to us in the same condition as they were when shipped to you. You will be responsible for the return shipping costs.

2) Product damaged or lost in Shipping

If the goods appear to have been damaged in shipping, you have 48 hours to notify us. Please send pictures of the damage. If we agree, acting reasonably, that the goods were damaged before delivery we must follow the below stated steps:

  1. Our company will make a claim with the shipping/postage agent.
  2. Shipping/postage agent will check details and submit a report to our company.
  3. If shipping/postage agent agrees that the damage was done during shipping we will refund cost of the product to you.
  4. Before amount is refunded product must be sent back to our company.  If damage claim is accepted our company will pay for any return shipping costs.

3) Delivery delays due to local country Customs process

If you decide to return the item due to delays in customs clearance or if you refuse collection of item any refund will not be issued until the item has been received by our company.  A refund will only be made if the goods are returned to us in the same condition as they were when shipped to you. You will be responsible for the return shipping costs.

4) Product is not as listed

If the goods appear to be different from the listed product, you have 48 hours to notify us. Please send pictures of the product and a copy of the invoice/listing details. If we agree, acting reasonably, that the goods are different from the listed item we will cover the costs of return postage and refund or replacement.

Please send all return related queries to: Info(at)Brandstreet.tokyo

The 10 day and 48 hour periods run from the date the postage service records the products arrived at your delivery address.

How much are customs fees & import taxes?

Import duties are calculated and charged by local customs authorities in many of the countries we ship to. If this applies, this will be an additional cost to you. It is likely you will be required to pay the import duty to your local customs authority before the goods can be released to your delivery address, so please take into account that this will increase the delivery time stated by the delivery service.

Note: Some countries have been known to take between 2~6 weeks to clear customs.  For more details on refund policy caused by delay in customs clearance please see Return Policy.

Do you offer free shipping?

Yes we offer free shipping on all items.

However if you are after express shipping or a specific carrier please contact us as charges will apply.

What discounts do you offer?

Product discount levels are as stated below:

  • 2 ~ 4 Products – 4% discount of total price + 1% additional loyalty points.
  • 5 ~ 14 Products – 9% discount of total price + 1% additional loyalty points.
  • 15 + Products – 14% discount of total price + 1% additional loyalty points.

* All products must be purchased at the same time to be eligible for discount.
** We reserve the right at any time to disallow discount amounts.

Do you ship to all countries?

We ship to most western and European countries including:

USA, Canada, Europe, Australia, New Zealand, Singapore, Taiwan, Thailand, China, Hong Kong & South Korea.

If you live in a country not on the above list please contact us.

Item quality and ranking

To view our ranking and grading system please check out our dedicated page – Item Quality