FAQ about Wasuian

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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."

Can I purchase just a jacket (or a pair of pants)?

It is possible to purchase just a jacket or a pair of pants, but we ask you for 70% of the set price due to production reasons.1. Place an order and write a note in the column that you are fully aware of the pricing and which part you want (A jacket only @70% / A pair of pants only @70%)2. Pay the full amount of the item3. Receive an automatic email once your order is placed with the set price4. Receive a confirmation email with the details of the actual payment 5. Receive a refund of 30% of the set price of the item through the original payment method** A refund will be processed before the item is shipped**

Can I buy a jacket and a pair of pants in different sizes?

If you wish to purchase a jacket and a pair of pants separately, we will ask you for 70% of the set price for each due to production reasons. So if you buy a jacket and a pair of pants 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 a pair of 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: "A jacket in size M and a pair of pants in size L @140%"You will receive an automatic email with the set price first. 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.

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 $800 (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.

[For Examples]
To Cologne, Germany (Delivered in April, 2024):
The tax rate is 12% and the import consumption tax is 19%, which is applied to the total amount of the order price and the tax.

Total order price: €230
Tax: €230 x 12% = €27.60
Import consumption tax: (€230+€27.60) x 19% =€48.95
Total amount of taxes: €27.60+€48.95=€76.55 

Please note that the tax rates may vary depending on the destination city and the products.

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.


How much is shipping?

The shipping cost and taxes are not included in the item price.

The total shipping cost is displayed on your shopping cart as a “Shipping” and that cost varies depending on the items' weight and the destination countries. Import duty taxes, other related taxes, and handling charges are not included in the item price or shipping cost. The customers are responsible for all these charges above. 

Please check with your local authorities to determine what these additional costs will be before purchasing. These costs are usually collected by the delivering freight company or when you pick up a package. Please do not confuse them for additional shipping costs if they are incurred.

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?

Our packages are shipped using DHL, FedEx, or EMS. 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 carrier office to confirm the status of your delivery destination. Also, we cannot accept shipments to APO/FPO/DPO addresses.

Which shipping couriers are available?

We ship packages using DHL, FedEx, or EMS. If this is an issue for you, please contact us.

Where does my order ship from?

All orders ship from Gunma Prefecture, Japan.


If I place an order today, when will I receive it?

Delivery usually takes 3–5 business days by FedEx or 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 FedEx or 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 FedEx or DHL office may be able to assist. Please contact them with the "tracking number" that we will email you after shipment.

Our Products

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 changethe contents of an order?

If you wish to cancel or change the contents of your order, please contact us first by email (info@wasuian.com) as soon as possible. We accept cancellation or change of the contents of your order as long as it is before the package has been shipped.

However, we do not accept item cancellations or changes of order details after we send the shipment notification email.

Also, once the order is confirmed and the embroidery process starts, the items are not eligible for cancellation.

The item is not what I expected. Can I return it?

If you are not satisfied with the item(s), you have 7 days to inform us upon receiving the package to return the item(s) for a refund or an exchange with shipping costs at the customer's expense.

Please contact us first by email (info@wasuian.com) before sending back the item(s). We cannot accept an item returned to us without notifying us.

To be eligible for a return, your item(s) must be in the same sellable condition: unworn and unused or only used inside for fitting, with tags, in their original bags and packaging, and before washing. You also need the receipt or proof of purchase.

All refunds are processed to the original payment method used to place the order. The refund process will take about 14 business days upon the package's arrival to us.

Please read our “Shipping Policy” for more details.

** Please note that the footwear, the underwear, and the items with embroidery and/or other processing are not eligible for a refund or exchange**

The size does not fit. Can I exchange the size?

If the size does not fit you and you wish for an exchange, please contact us first by email (info@wasuian.com) within 7 days of delivery including your order number and preferred size. Please note the item(s) must be in the same sellable condition and you will be responsible for all the shipping costs associated with returning the item(s) and sending the replacement including the customs fee.

In case of a price difference due to changing the size, we will inform you of the amount of the price difference and add to/deduct from the total shipping costs.

We also accept color changes.

Please read our “Shipping Policy” for the instructions and more details before returning the item(s).

I was not at home and could not receive my order. Can you redeliver it?

When you were not at home at the time of delivery, please request the local carrier to redeliver the package. If you do not contact them by the deadline of the retention period, the package will be returned to us.

If you refuse your package for any reason and do not receive it, you will be billed for shipping and handling charges. Also, we may refuse to do business with you in the future.

Garment Care

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.

Offline Stores

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 Map

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 10:00 am to 5:00 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.

E-Gift Card

Can I buy a gift card?

You can now purchase Wasuian E-GIFT CARDs available only online. The gift cards are sent by email after the order confirmation. 

 To buy a Wasuian E-GIFT CARD, click here

How can the recipients check the balance of a gift card?

The recipients can check the balance of their e-gift cards as well as the expiration date and gift card code by clicking on "View gift card balance" in the email they received.

Can the recipients split a payment with a gift card andother payment methods?

The recipients cannot specify the amount to be used.

So, if the available balance is less than the total amount of the order, please select the second payment method before confirming the order.

The recipients can use a gift card with another gift card and/or coupon to pay for their order.

If an order is less than the gift card amount, the balance can be used for another order.

Are the e-gift cards refundable?

Yes, but the gift card must not have been used. Please inform us of your cancellation within 48 hours of the order date from the contact below this page.

Is it possible to reissue the e-gift cards?

Yes, we will resend the e-gift cards to the customers who purchased the gift cards. Then, again, the customers need to forward it to the recipients.