Frequently Asked Questions
How do I create an account?
You can register for an account by clicking here.
What is the benefit of having an account and can I shop without one?
You can shop at our site without an account. However, having an account will allow you to purchase without inputting your personal information every time. You may review your orders and view past purchases as well. In addition, we will notify you when new styles are available online if you choose to subscribe to our newsletter.
How can I change displayed language and shipping location?
You can switch language and location at the bottom right of the display. In the case your shipping address doesn't match the location shown, the product's price will be changed at the checkout.
Do you ship anywhere in the world?
As far as DHL, our international shipping carrier goes, we deliver your orders. To learn more, please contact DHL. In the case you are in the region that DHL doesn't provide their services, please contact us at store@kuon.tokyo to arrange a shipment by other methods.
Do you have a store location?
Our flagship store is located in Harajuku, Tokyo.
Do you stock products that are unavailable at online in the physical store?
The inventory of KUON Flagship Store is linked to that of the online store, so products not available online are generally not available in the physical store as well.
If you are looking for a product in a particular color and size that are unavailable at online, contact us. We can list our retail partners who stock the one.
What method of payment is accepted?
Visa, MasterCard, American Express, JCB, PayPal, Apple Pay, and Google Pay.
Do you cover duties/tax for international shipments?
For orders shipping to countries other than Japan, taxes and duties are already included in the product price, which is shown on the product page and at checkout. Orders below 30,000JPY, the shipping fee of 2,000JPY will be added at the checkout.
How long does it take to process online orders?
Please allow 24-48 hours for your order to be processed and fulfilled. This process may take longer during periods of high order volume and holidays.
How do Local Pickup orders work?
Once your order is placed, our store team will process and prepare it for you. Please allow at least 2 hours for the order to be fulfilled. We will send an email notifying you when the item(s) can be picked up from the store.
How can I track my order?
When your order leaves us, we will inform you the tracking number via email. Please note that all shipment tracking takes a moment to update with the delivery estimate and transit details.
Don't receive any emails from KUON?
Please re-confirm your email entered, and check spam and promotion folders. If you don't find any emails from us, please check your email settings, like automatic deletion of spam e-mail and other settings. In the case you have set up your e-mail settings to allow only designated domains, please allow "kuon.tokyo" and "shopify.com" to be received by specifying the domain name.
In the case you don't hear back from us in 2 business days, please reach out to us with a different email address.
What is your return policy?
We are happy to accommodate returns within 14 days of purchase for international orders and 7 days of purchase for domestic orders. Items must be unworn, unwashed, and undamaged, with tags still attached. All discounted sales are final sale. Please note that you will be responsible for paying for your own shipping costs for returning your item.
How do I process a return?
In case you need to process a return, please email store@kuon.tokyo
Do you cover lost or stolen packages?
We are not responsible for packages that are lost or damaged in transit. In the event your package goes missing, please notify us immediately at store@kuon.tokyo so that we can help file a claim with the shipping carrier. Please ensure to enter the correct email upon checkout to receive the transit and delivery confirmations.
To learn more, please visit our Shipping&Returns Policy page.