Shipping policy

Shipping Policy

Shipping

TATZU products are sold by Thread & Co., Inc. (Japan) and shipped worldwide from our atelier in Phnom Penh, Cambodia.

All products are carefully inspected before shipment and securely packaged to help protect them from damage during transit.

Shipping Methods

We generally ship orders via EMS (Express Mail Service) or another appropriate international shipping service.

If EMS is unavailable in your country or region, if the item is oversized, or if another shipping method is more appropriate based on shipping conditions, we may use an international courier service such as DHL, FedEx, or another equivalent carrier.

If changing the shipping method results in additional shipping charges, we will contact you before shipment and obtain your approval before dispatching your order.

A tracking number will be provided by email once your order has been shipped.

Processing Time

In-Stock Items

Orders are typically shipped within 3–5 business days after payment has been confirmed.

Custom Orders & Made-to-Order Products

Production begins after your order details have been finalized.

Production times vary depending on the design and specifications. Please refer to the product page or the information provided at the time of your order.

Once production is complete, your order will be inspected, carefully packaged, and shipped.

Estimated Delivery Times

Estimated delivery times after shipment are as follows:

  • Japan: 6–8 days
  • Other Asian countries: 10–20 days
  • North America: 10–20 days
  • Europe: 10–20 days
  • Oceania: 10–20 days
  • Middle East & Africa: 15–25 days

These delivery times are estimates based on calendar days, not business days.

Delivery may take longer due to customs clearance, carrier delays, weather conditions, natural disasters, public holidays, local postal services, international circumstances, or other factors beyond our control.

We cannot guarantee delivery dates or provide compensation for delays caused by circumstances outside our control.

Shipping Fees

Shipping charges are automatically calculated at checkout based on the destination country or region, package weight, and package dimensions.

If the shipping method selected at checkout is unavailable or the actual package exceeds the carrier's size limitations, additional shipping charges may apply.

If additional shipping charges are required, your order will not be shipped until we receive your approval.

Packaging

All products are inspected before shipment and packaged with appropriate care to help protect them from moisture and damage during transit.

However, we cannot be held responsible for damage caused after the package has been handed over to the shipping carrier, including shipping accidents, carrier handling, or minor dents or scratches to the outer packaging.

Upon delivery, please inspect the package for any significant external damage.

If obvious damage is found, please photograph the unopened package, including the shipping label, before opening it, and contact both the shipping carrier and us as soon as possible.

Customs Duties & Import Taxes

International shipments may be subject to customs duties, import taxes, VAT, customs clearance fees, brokerage fees, or other charges imposed by the destination country.

These charges are not included in the product price or shipping fee and are the responsibility of the customer unless otherwise required by applicable law.

Tax rates and customs regulations vary by country. Please contact your local customs authority for more information.

Refusal to Pay Customs Duties or Taxes

If a shipment is refused, abandoned, returned due to unpaid customs duties, import taxes, customs clearance fees, an incorrect shipping address, prolonged absence, or any other reason attributable to the customer, the customer is responsible for all costs associated with the return shipment.

If the returned item is received by us and is eligible for a refund, the refund will be processed in accordance with our Return & Refund Policy.

If a refund is approved, the following costs are non-refundable and may be deducted from the refund amount:

  • Original shipping charges
  • Return shipping costs
  • Customs duties, import taxes, customs clearance fees, and storage charges
  • Any additional fees charged to us by the shipping carrier

Custom orders, made-to-order products, and products customized to the customer's specifications are not eligible for return or refund due to refusal of delivery or refusal to pay customs duties or taxes.

Shipping Information

Please ensure that the following information is entered accurately when placing your order:

  • Full name
  • Postal code
  • Shipping address
  • Building name and apartment/unit number (if applicable)
  • Telephone number
  • Email address

If a shipment is returned due to an incorrect or incomplete address, an invalid telephone number, the recipient's absence, expiration of the carrier's holding period, or any other circumstance attributable to the customer, the customer is responsible for the cost of reshipping the order.

We are not responsible for lost or undelivered shipments resulting from incorrect address information, refusal of delivery, prolonged absence, or other circumstances beyond our control.

Order Tracking

A tracking number will be provided after shipment so that you can monitor the delivery status.

Tracking information may take several days to become available.

Even if tracking information is temporarily not updated, the package may still be in transit or undergoing customs clearance.

If your shipment experiences a significant delay, we will make reasonable efforts to assist by contacting the shipping carrier on your behalf.

Lost or Damaged Shipments

If you believe your shipment has been lost or significantly damaged during transit, please contact us with your order number and tracking number.

For damaged shipments, please retain photographs of the following:

  • The entire product
  • The damaged area
  • The outer packaging
  • The internal packaging materials
  • The shipping label

Carrier investigations may take time to complete.

Until the investigation has been concluded, we may be unable to issue a refund or ship a replacement item.

Domestic Shipping within Cambodia

For deliveries within Phnom Penh, we generally use Grab or another local delivery service.

For destinations outside Phnom Penh, we use domestic courier services or local express delivery providers, depending on the destination.

Shipping methods and delivery charges vary according to the destination.

Shipping Restrictions

We reserve the right to refuse shipment to certain countries or regions due to applicable laws, export or import regulations, carrier restrictions, or other circumstances beyond our reasonable control.

Contact Us

If you have any questions regarding shipping methods, delivery times, or any other shipping-related matters, please feel free to contact us before placing your order.