We offer multiple delivery options for both domestic Japan and international orders, so you can choose the shipping method that best suits your needs.

SHIPPING & DELIVERY

DOMESTIC & INTERNATIONLA ORDERS

Our primary shipping method for deliveries within Japan will be Yamato Transport.
*日本国内の配送につきましては、ヤマト運輸を主要な配送手段として利用いたします。
For orders within Australia, your item will be collected by our trusted third-party courier service. From the moment each piece leaves our studio, it is handled with care and fully insured during transit.
We offer complimentary global shipping on all orders over $100 AUD.
For orders outside of Japan and Australia, please contact us at sorajapan1990@gmail.com for purchase inquiries and international shipping arrangements.

IN STOCK ITEMS

For items currently in stock at our Tokyo / Sydney warehouse, your order will be dispatched within 5 business days of being placed. Once your order has been dispatched, you will receive an email with your tracking number. Please note, if your order includes pre-order items arriving within the same month, your entire order will be held until all items are available and can be shipped together.
Once dispatched, your item will be collected by our third-party courier service. As such, delivery times may vary depending on location and the courier service selected.

PRE-ORDER ITEMS

If an item is out of stock, kindly allow 2–4 weeks for it to be crafted and delivered. For pre-ordered items, we can only provide an estimated arrival date up until the pieces are dispatched from our Tokyo / Shanghai studio, depending on the product. Actual arrival times at our warehouse may vary due to unforeseen factors, which may occasionally cause delays. We appreciate your patience and understanding, as it ensures the quality and integrity of every creation. Should there be any changes to the expected arrival date, we will notify you by email.

DELIVERY

A street address must be provided for delivery at the time of placing your order, as we cannot deliver to PO Boxes. If your delivery address changes, please notify us before dispatch by emailing info@isanaii.com. If your order is sent to the wrong address and returned to ISANAII, a redelivery fee may apply.
ISANAII reserves the right to request additional shipping fees for remote or rural areas, or for large or heavy orders. For courier deliveries, delivery is considered complete when a signed receipt or delivery docket is provided to the courier. If no one is available to sign for your delivery, the courier will transfer your order to a nearby depot and leave a card with instructions on how to arrange re-delivery.
If you have any questions or concerns about your order, or need to change your delivery address, please contact us at info@isanaii.com.

Your happiness means the world to us.

REFUNDS & RETURNS

CHANGE OF MIND I RETURNS

If for any reason you’re not completely satisfied with your purchase, you’re welcome to return the item within 7 days from the date you bought it. Once we receive your return, we’ll provide you with a store credit matching the product’s value.
Please keep in mind that the cost of shipping the item back to our warehouse is your responsibility. To qualify for a return, the item must be unused and returned in its original packaging. Unfortunately, we cannot process returns if the original packaging is missing.

CHANGE OF MIND I  ORDER CANCELLATIONS

If you’ve placed an order and wish to cancel it, we’re happy to offer you a full store credit or assist with exchanging your order for another item.
However, please note that once your order has been dispatched from our warehouse, we are unable to cancel or modify it.
*At this time, we are unable to accept returns for orders shipped outside of Japan & Australia. We appreciate your understanding and encourage you to reach out if you have any questions before placing your order. Our team is always here to help!

DAMAGED GOODS

We kindly request that you inspect your items within 24 hours of delivery and report any damages right away, providing proof and arranging for the goods to be returned if necessary. Claims made after this 24-hour period will be considered the customer’s responsibility. To be eligible for a return, items must be unused and in their original packaging; otherwise, a 20% restocking fee may apply.
Please note that we cannot offer refunds or replacements for products damaged by normal wear and tear, misuse, or not following maintenance instructions. When your order arrives, check all packages and items for visible damage. If you notice severe damage, you may refuse only the affected package(s). Our team is here to help and support you with any questions or concerns throughout the process.

STORE CREDIT

(a) Store Credit is valid for twenty four (24) months after the date it is issued.
(b) Any balance remaining on the Store Credit after its expiry will be forfeited and will automatically become the property of ISANAII Pty Ltd

Thank you for inviting ISANAII into your world.

イサナイをあなたの世界に迎えていただき、ありがとうございます。