FAQ
Shipping
Where do you ship from?
Where do you ship from?
All orders are shipped from our studio in Kyoto, Japan.
How much are the shipping fees?
How much are the shipping fees?
Shipping fee is calculated based on actual products and destination of shipping. You can check the exact shipping fees upon checkout.
Free international shipping is available on qualifying orders. See your cart for details.
Which countries do you ship to?
Which countries do you ship to?
We currently ship to the following places:
—North America: US, Canada
—Europe: UK, France, Germany, Italy, Spain, Netherlands, Belgium, Switzerland
—APAC: Japan, Singapore, Korea, Mainland China, Hong Kong, Taiwan, Australia, New Zealand
If your location isn't available at checkout, feel free to contact us using the form below, and we will try to offer a solution.
What shipping couriers do you use?
What shipping couriers do you use?
We typically use Fedex or Japan Post EMS (express mail service) for express shipping, and Japan Post for standard shipping (with tracking included).
How long will it take to receive my order?
How long will it take to receive my order?
Orders are usually fulfilled within 1-3 business days after confirmation.
After dispatching, shipping times vary by destination.
— For express shipping, we ship via Fedex Express or Japan Post EMS (Express Mail Service), and it usually takes 2-5 business days to most destinations.
— For standard shipping, we ship via Japan Post standard shipping (with tracking number provided), and it typically takes around 5-10 business days. For some destinations, where standard shipping option is not available, we send via express shipping.
Please note that in some rare cases, there may be delays at the customs of the destination country.
Can I change my shipping address?
Can I change my shipping address?
Yes, if your order hasn’t shipped yet. Please email us immediately with your order number and updated address. Once the order is dispatched, we are not able to make changes.
Payment, Taxes, Customs
How are duties and taxes handled?
How are duties and taxes handled?
As our products are shipped from Kyoto, Japan, they may be subject to taxes and custom fees in the country of delivery. These costs are the customers' responsibility. Please make sure to check carefully before placing your order.
While not exhaustive, the following can serve as a guide:
— Japan: All prices are displayed tax included. No other tax or fees are incurred for domestic orders.
— Singapore: Orders with total value less than SGD 400 (incl. shipping fees) are typically not subject to GST.
— Australia: Orders with total value of AUD 1000 or less are typically not subject to import duties or taxes. Please check this link for more info.
— United States: Tariffs are included in product prices, and all orders will be shipped DDP (Deliver Duty Paid), so no additional fees need to be paid by you.
— European Union:
- For orders with total value less than €150 euros (excl. shipping fees): VAT is chargeable on the items imported as well as the shipping fees. As Ode Ritual is registered in the Import One-Stop Shop (IOSS), VAT is directly added upon checkout. Ode Ritual pays VAT directly to the authorities, so you will not need to bear any additional fees. If you receive a payment request from the shipping carrier, please contact us at contact@oderitual.com. Please note: as IOSS is for purchases made by individuals, do not include a company name in the delivery or billing address, otherwise your shipment may be considered as commercial purchase and you may be subject to custom duties.
- For orders with total value €150 euros or more (excl. shipping fees): custom duties and handling fees (from the shipping carrier) will apply, in addition to VAT. For such orders, IOSS cannot be used, so VAT and custom duties will not be directly added upon checkout. Instead, any applicable VAT, duties, and handling fees will be invoiced to you by the shipping carrier.
— UK, Switzerland: Orders are typically subject to applicable VAT, taxes or duties, payable to the shipping courier (who typically also charge handling fees for paying taxes and duties on your behalf)
— Canada: Orders above 20 CAD are typically subject to applicable taxes and duties, payable to the shipping courier (who typically also charge handling fees for paying taxes and duties on your behalf)
— New Zealand: Orders with total value of NZD 1000 or less are typically not subject to duties or taxes. Please check this link for more info.
What methods of payment do you accept?
What methods of payment do you accept?
We accept Visa, Mastercard and American Express credit cards. We also accept Google Pay, Apple Pay, and Shop Pay.
How do I change the currency displayed on the site?
How do I change the currency displayed on the site?
Scroll to the top or bottom of the site and select your preferred country/currency from the drop down.
Returns & Cancellations
Can I cancel my order?
Can I cancel my order?
Yes—orders can be canceled for a full refund as long as they haven’t been shipped. Please contact us as soon as possible. If your item has already been shipped, please refer to the return policy below.
What is your return policy?
What is your return policy?
If you notice any defect or damage in any of the items you receive, you may request an exchange for a new piece or a refund within 14 days after receiving it.
Contact us at contact@oderitual.com with your order number, the item(s) you wish to exchange/refund, photos of the item(s), and the reason for exchange/refund.
If your item is not faulty but you would like to request a return, you may also send an email within 14 days after receiving it.
Items must be unused and in original condition in original protective packaging. In this case, return shipping costs are the customer's responsibility. Shipping charges and any applicable import tax, custom charges, as well as handling fees from the shipping carrier are not refundable.
Are any items non-returnable?
Are any items non-returnable?
Due to safety and hygiene considerations, we are unable to accept returns of food and consumable products such as tea and incense, unless:
- The product was damaged during shipping
- The product arrived after its expiry date
Please email us within 14 days upon arrival with your order number and clear photos if your item arrives damaged or expired.
Products & Availability
Are your teas and incense safe and fresh?
Are your teas and incense safe and fresh?
Absolutely. Our matcha and incense are sourced fresh in small batches and stored in climate-controlled conditions for quality and longevity.
Do you restock sold-out items?
Do you restock sold-out items?
Some of our products are made in small batches and may not be restocked. If you're interested in a sold-out item, feel free to reach out and we’ll let you know if or when it might return.
Ritual guide
How do I use the tea or scent ritual sets?
How do I use the tea or scent ritual sets?
You’ll find a ritual guide on each product page, and we offer more detailed guide in our Ritual Guide. If you need personal guidance, feel free to contact us with the contact form below.
Do I need anything special to start a ritual?
Do I need anything special to start a ritual?
Not at all. Our sets are designed for both beginners and seasoned practitioners. Each includes simple tools and step-by-step instructions to help you begin.
Still need help?
Feel free to contact us by filling in the form below. We'll be happy to assist.
