Shipments and returns

Packages are generally dispatched within 5 working days after receipt of payment and are shipped with the shipping method chosen by the customer.
The shipping fee is based on the country of destination, the weight, the size of the order and the shipping method. Once the shopping cart is validated and the information needed for shipping completed, the customer is able to choose the shipping method (shipping method availability may differ from country to country).
Rates displayed when ordering online are only valid for individuals. Orders are prepared as soon as possible (depending on availability of products in our warehouse or at the makers'/distributors').
Saturdays, Sundays and holidays from Japanese calendar are not worked.
A confirmation mail will then be sent to the customer’s email address.

All the order preparation & delivery time window shown on this website are average times displayed by the carriers.
It may take longer in many cases :
- airline companies' strikes
- natural disasters (earthquake, typhoon, etc)
- pandemic situations (such as COVID19)
- air space being closed for several reasons (war, etc)

- political instability (demonstrations, riots)
- and many other situations
Thank you for your kind understanding.


The different shipping methods may not be available for every countries. Please refer to the methods that are available for your country.

Air Mail with tracking number (Japan Post)

The Air Mail is a type of delivery provided by the Japanese National Post. The average delivery time is 1 week* to Europe and North America.
The parcel has a tracking number that allows you to track your order/parcel online. The parcel is insured up to 6,000 yen (about 45 euros). The tracking number is edited Japanese Post. The racking number may change once the parcel arrives in the country of delivery, tracking online (Japanese Post English website) only indicate the location of the place where your parcel is being processed and the completion of the delivery. To know the exact status of your order, you will have to go directly to your local post office with your tracking number published in Japan.

* the delivery time is an average! Your parcel may take longer as international shipping is a very complex system. Huge parcel amount, weather, earthquakes etc are factors that may delay the delivery. Thank you for your understanding.

EMS (Express Mail Shipping)
EMS is an "express" shipping method which delivery time is usually 4 to 6 days. The relay is made by Chronopost in France, USPS in the USA, etc. For other countries please check on EMS website. The package is insured up to 20,000 yen (about 150 euros). This type of delivery also includes a tracking number that can be entered directly on Chronopost website or the company that handles EMS parcels in your country. We do not offer economic and SAL shipment methods in order to avoid unfortunate situations such as the loss of your parcel for example.

DHL shipping service is presently available for a very few areas (especially for USA)
Tracking information will be available directly on DHL official website of any country where it is available (


You have a problem with the delivery of your order? Contact us through our email address. Please check that you indicate your order number in your email so that we can process your request as soon as possible!

1 . Delay : Please check at your post office if the package is not waiting for delivery after a first pass at the destination address. Please contact us by email if the parcel is not at the post office. For EMS parcels, please consult the online tracking number and contact the carrier of your country.

2 . Damage : Your items are damaged or broken ? Thank you for notifying us within 2 days after the delivery of the package by email, with photos and a detailed explanation of the damage.

3 . Error : An error in your package? Please accept our apologies! Contact us to arrange the situation.

4 . Parcel return : Your package has been returned to us by post for various reasons (error on the destination address of the package, unknown address or claim period of the package exceeded). We will contact you to arrange a new delivery. In this case, the shipping charges will be applied and not the carrier rates established on our website.


The import of a product from Japan may be subject to taxes and duties in the country of delivery. These additional costs are the customer’s responsibility. These costs include the sales tax in the country of delivery (applied to the total cost of the order), duties on the cost of products (around 6% for the European Union) and fees to the shipping company. Further information is available on the website of your country's customs.  

>>> Please note that MOTOMERU will not charge custom fees nor will calculate the custom fees for the customers. Please check online for your country's importation and tax rules.