Shipping policy

All orders are processed within 1 to 10 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. An unshipped order does not mean the order has not been processed; we are preparing it for shipping.

For pre-order items, please refer to the relevant item for its processing and shipping dates.

International Shipping

We offer free standard shipping and optional paid express shipping using DHL Express (3-5 business days delivery).

Your order may be subject to import duties and taxes (including VAT), which are incurred by your destination country's Customs department once a shipment reaches the country. The Japanese Factory is not responsible for these charges if they are applied since they are charged to you as the importer. Please check with your local Customs office for further details before purchasing. 

Attention: US Customers

Due to the tariff implementation since 29 August 2025, we are currently unable to offer free standard shipping to the US as Japan Post has temporarily suspended shipment there. All US orders will be shipped with DHL Express for a fee as generated at checkout until further notice.

You may be required to disclose your personal information (IRS/SSN/EIN number) to the courier service (DHL Express) for US Customs clearance. Delaying information will result in additional fees charged by DHL daily until the parcel is delivered.

The tariff rate for made in Japan watches is about 15% while the rate for made in China watches is about 35-40%. We encourage you to inquire with your local Customs department for further details as we can only provide a general guidance.

Please note the paragraph about refused deliveries under the Refunds, returns, and exchanges section below.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 30 days of receiving your shipping confirmation email, please contact us at thejapanesefactory@gmail.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

In the event that your order arrives wrong or damaged in any way, please email us as soon as possible at thejapanesefactory@gmail.com with your order number and a photo of the item’s condition. We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Refused deliveries are charged a 50% restocking fee of the item price. If you choose the optional express shipping with a separate shipping fee, the shipping fee will not be refunded as the shipment is fulfilled. The restocking fee will be processed once the item is returned to us. Non-compliance with your country's Customs department will be considered as a refused delivery.

If you have any further questions, please don't hesitate to contact us at thejapanesefactory@gmail.com.