Frequently Asked Questions (FAQ)

Due to the current Coronavirus situation, shipments may be delayed by a month or more.
We deliver the ordered products by EMS only.
It takes more than a month for packages to arrive in the United States, Australia, and Canada.
*Shipping is not available in New Zealand.


Where is the store based?

ILEMER STORE is based in the city of Kobe, Japan.

Do you ship outside of Japan?

Yes, we do accept orders and we ship products worldwide.
We process shipments for free in Japan, and with shipping fees in other countries.
Shipping fees may differ depending on the region, please check our prices here.

When will my order be shipped? When will I receive my order?

It takes usually between 7 and 10 business days for processing and products will be delivered within 30 days after order confirmation.
Also, please consider that depending on the region, traffic/weather conditions, or any inconvenience might delay the delivery.

Can I make changes to my shipping address after I place my order?

Unfortunately, you are unable to change or correct your shipping address after you ordered, because we process shipping right away after payment.

I have not received any reply from your customer service after ordering.

We usually reply within 3 or 5 business days. Check the spam category in your mailbox, otherwise contact us at info@ilemer-online.com if you did not receive any mail from us.

I only received a part of my order.

As we do not ship items together, there is a probability that your order will not be complete. Please do not worry, some products will arrive sooner than others, especially high volume packages.

Who will pay for customs duties/taxes?

All customs duties and purchase taxes must be paid by the customers themselves.
ILEMER STORE does not accept responsibility for any additional taxes.

Is it possible to cancel my order?

It is, only if you cancel it before we start shipping your items. After that, you cannot modify your order.

May I return or exchange a product?

About exchanges and returns, please check the dedicated page here.