Frequently Asked Questions (FAQ) | Wasuian
I placed an order but did not receive an email confirmation — why?
After placing an order, you should receive two emails.
• Email #1 is sent immediately and confirms that we have received your order.
• Email #2 is sent after our staff confirms your order and has passed it for fulfillment.
In the unlikely event that you do not receive either of these emails, please check your spam folder. If you can't find it, please contact us with details of your order so that we can search for it.
Can I order an item that is out of stock?
Please contact us by email to inquire about out-of-stock items. We will confirm the production and delivery schedule. If you are willing to wait, we will accept your order in the form of a "pre-order."
Purchasing Tops & Bottoms Separately. Purchasing Different Sizes for Tops & Bottoms.
Can I purchase just a jacket (or just pants)?
It is possible to purchase just the jacket or pants, but we charge 70% of the set price (7,000 yen for a 10,000 yen item) for production reasons.
Please indicate in the "Notes" column that you would like to purchase the jacket or pants only (at 70% of the price) during the purchase process. You will receive an automatic email once your order is placed with the set price. After our staff confirms your order, we will contact you again with the revised cost and details.
Can I buy a top and bottom in different sizes?
If you wish to purchase a top and bottom separately, we will charge 70% of the set price for each due to production reasons. So if you buy the top and bottom individually, the price will be 140% of the original set price. For example, if you purchase a 10,000 yen item in size M jacket and size L pants, the price will be 14,000 yen.
When making your purchase, please proceed with any size, and write the following in the remarks column: "I wish to purchase a jacket in size M and pants in size L. 140% price accepted."
You will receive an automatic email with the regular price. Our staff will contact you again after confirming your order with the correct price and content.
What kinds of payment methods are available?
We accept payment via credit cards (Visa, Mastercard, and American Express), PayPal, Google Pay, Apple Pay, and Shop Pay.
How much is shipping?
We offer free shipping to all countries.
Depending on your country, you may incur additional charges, taxes, or fees related to customs. These may be passed on to you by the courier. Unfortunately, we have no control over these things. Please contact your local authorities for details before placing your order.
Is it possible to change the delivery address?
Generally, yes. However, it depends on the timing.
We will do our best to change the shipping address before sending you a shipping completion email. If you want to change the shipping address after we have sent you the email, you may have to pay a transfer fee.
Please contact us with your order details to confirm.
What countries do you ship to?
All of our packages are shipped using DHL. They ship to 228 countries and regions worldwide. However, please note that there may be restrictions due to COVID or other local issues. If in doubt, please contact your local DHL office to confirm the status of your delivery destination.
Which shipping couriers are available?
We ship all packages using DHL. If this is an issue for you, please contact us.
Where does my order ship from?
All orders ship from Gunma Prefecture, Japan.
Taxes & Customs
Will I have to pay taxes and customs fees before delivery?
As our products are shipped from Japan, they may be subject to taxes and customs fees in the destination country. These costs are the customer’s responsibility. We have no control over them.
If in doubt, please contact your local authorities before placing your order.
How much are taxes and customs fees?
It depends on the destination country and the shipping product. Below are general guidelines that were current as of the time of writing. However, we advise all customers to visit the website for their local customs authorities to confirm current conditions.
For customers in the USA:
Most packages with a declared value under $2000 (USD) will be cleared without fees.
For customers in Australia:
Australian customs regard orders below $1000 (AUD) as 'low-value imports.' As of 01 July 2018, customs duties may apply to any goods imported by consumers in Australia.
For customers in Canada:
Orders above $20 CAN require paying the applicable duties and the GST.
For customers in the EU:
From 1 July 2021, import VAT is payable on all goods entering the EU, irrespective of their value. For goods with a value of more than €150, you will have to pay Customs Duty in addition to import VAT. The customs value on which Customs Duty is calculated is the cost of the goods plus transport (including postage), insurance, and handling charges to deliver the goods to the EU. The rate of Customs Duty that applies depends on the goods you import.
We understand that custom fees are worrying for some of you. However, please be reassured that, when buying from us, you are getting authentic Japanese items not easily found elsewhere.
DHL usually sends an invoice a few days after delivery.
If I place an order today, when will I receive it?
Delivery usually takes 3–5 business days by DHL from Japan with the following caveats.
• Your order will be shipped within two (2) business days of order confirmation if in stock.
• Shipping and customer service are closed on weekends, Japanese national holidays, Obon (one week in mid-August), and New Year (one week from the end of December to the beginning of January).
• Delays may occur due to natural disasters, COVID restrictions, or other reasons.
If in doubt, please contact your local DHL office to inquire about typical delivery times.
Is it possible to specify the delivery date and time?
You cannot specify the delivery date and time when you place your order. However, your local DHL office may be able to assist. Please contact them with the "tracking number" that we will email you after shipment.
I'm considering buying a samue for the first time. Which should I buy?
For people purchasing their first samue, we generally recommend light cotton ones like our Tate Slab and Kasuri Tsumugi models. These are ideal for warmer months and can also be enjoyed in cooler weather by adding layers of clothing.
Of course, the perfect match for your needs will vary depending on your activities, size, budget, and color preferences. Feel free to contact us. Our staff, who are experts in samue, will suggest the best samue for you.
Cancellations, Returns, Exchanges, Redelivery
Can I cancel or change the contents of an order?
Yes, you can, as long as it is before the item has been shipped. If you wish to cancel or change the contents of your order, please contact us as soon as possible by email.
We do not accept product cancellations or changes in order details after we have sent the shipment notification email. If you cancel your order after it has been shipped, you will be charged for the return shipping.
The size does not fit. Can I exchange the size?
If the size does not fit and you want to exchange it:
1. Contact us by email within seven (7) days of delivery with details of the item(s) you wish to exchange.
2. Return the item(s) you received.
3. Upon receiving the returned item, we will verify its condition, charge or adjust the price difference and shipping cost, and send you the requested new item.
Please note that you will be responsible for the shipping costs associated with returning the item(s) and sending the replacement.
I was not at home and could not receive my order. Can you redeliver it?
If you are not at home, DHL will contact you. If you do not contact DHL by the deadline, the item will be returned to us.
If you refuse your package for any reason and do not receive it, we may refuse to do business with you in the future, and you will be billed for shipping and handling charges.
Is my garment machine-washable?
• Some products are not machine-washable. Please check the washing label attached to the product you purchased carefully.
• Please do not wash grass-dyed products with other items, as the color may fade.
Can I put my garment in the dryer?
Using a tumble drier may cause the fabric to shrink. So, unless you feel the garment is far too big for you, we recommend avoiding using driers.
Instead of using a drier, we recommend regular air-drying. Hanging the garment in the shade in a well-ventilated place to stretch out the wrinkles.
Can I iron my garment?
• It depends on the product, so please check the care instructions carefully.
• When ironing, please use a cloth to cover the fabric; otherwise, it may become shiny or singed.
• Some summer products are intentionally made to look uneven. Do not iron the fabric but steam it instead if you want to take wrinkles out.
Are there any stores where I can see Wasuian products in person?
We operate a store next to our head office in Kiryu City, Gunma Prefecture, Japan. There, you can find our complete product lineup, check the fabric textures and colors, and try on each item to find the right size. We recommend coming to our store by car and using the parking lot in front.
We also distribute our products to wholesalers and retailers throughout Japan. However, we cannot provide a store directory because we lack access to their current inventory status.
6-429 Sakainocho, Kiryu-shi, Gunma-Ken 376-0002, Japan
View on Google Maps
What are your business hours and holidays?
We accept inquiries and orders via our online store 24/7/365. However, our staff only respond during standard business hours.
Our brick-and-mortar store is open from 9:00 am to 5:30 pm on weekdays (Japan time). We are closed on weekends, Japanese national holidays, and during the Obon and New Year vacations.
Please contact us if you have any questions or issues.