FAQ
1. about the delivery of goods
What are the delivery charges?
Delivery is made from within Japan.
The shipping costs for each product will be charged separately from the product price.
When will I receive my order?
For purchases made via the 2kTT shop
In Japan, each item is packed and delivered one at a time after purchase,
Please allow 3-7 days for delivery.
Please note that delays may occur due to the spread of the new coronavirus.
You will be informed of the delivery status by email after your purchase has been completed.
If you have purchased a made-to-order product from 2kTT Team
Please allow a maximum of 4 weeks for delivery after the design has been finalised.
Can I specify a delivery date and time?
We are sorry, but it is not possible to specify a specific date and time.
Can I order from my country?
Yes, you can. Please fill in the correct address at the purchasing form.
Please fill in the correct address at the purchase form.
Please check the link that the country we cannot ship to because of the current COVID-19 situtation.
Yes, we can. Please enter your international delivery address when entering your address.
Depending on the destination country, VAT and customs duties may be levied. Please be aware of this beforehand.
Also includes countries and regions where delivery is not possible due to COVID-19.
For more information, please see.
Can I have my order sent in batches?
Due to the specifications of the order system, there is a possibility that orders will be sent out on a product-by-product basis.
Please note that it is not possible to send multiple orders at once.
If you purchase items at the same time, we will send them together.
Can I have my order resent back to the shipping company after a long absence?
Please follow the instructions on the delivery company's designated delivery slip and follow the reshipment procedure.
Please follow the instructions on the delivery company's designated absence slip, etc. Please note that a re-delivery charge may be incurred. Please pay separately.
About orders
Can I cancel or change the size or colour of my order after it has been completed?
Due to the specifications of the order system, it is not possible to cancel or change the specifications of an order once it has been confirmed.
Please check your order before confirming it.
How can I check if my order has been completed correctly?
If your order has been successfully completed, an 'Order Confirmation (automatic transmission)' will be sent to the email address you entered when placing your order.
If you do not receive the email, please check your junk mail box.
We also recommend that you set the following email addresses to allow receipt of emails in advance.
Automatic email address: info@2kTT.io
*It may take some time for the email to be sent.
*If you have incorrectly specified your e-mail address, please contact info@2kTT.ioまでお問合せください. We will resend an email confirming your order.
3. about the products
Can I buy your products in a physical shop?
We do not sell our products at our physical shops. The products are all made to order.
Are there any precautions?
1. Due to the production of made-to-order products, the delivery date of the products may be delayed.
If there is a significant delay in the delivery of a product, the customer will be informed as soon as it is confirmed.
2.The images of the products shown on the website are samples. Designs, sizes and colours may differ slightly from the actual products. 4.
Returns and exchanges after delivery
Can I return the products?
The product is made to order and cannot be exchanged or returned at the customer's convenience.
Can I return or exchange a defective product after it arrives?
If you receive a defective product, please send an email to 注文番号と併せてinfo@2kTT.ioへご連絡ください with a picture of the defective product within 7 days of receipt.
We will arrange for the correct product to be sent to you immediately.
If we are unable to replace the item due to sales conditions, or if you are unable to wait for the item to be delivered again, we will refund you the money.
If you receive a different product to the one you ordered, please contact us.
If you receive a different product, please contact にinfo@2kTT.ioへご連絡ください within 7 days of receipt of the product.
We will immediately arrange for the correct product.
If we are unable to replace the item due to sales conditions, or if you are unable to wait for the item to be delivered again, we will refund you the money.
If the product you have received is damaged or stained, please contact us.
If the product is damaged or stained, please contact にinfo@2kTT.ioへご連絡ください within 7 days of receipt.
We will immediately arrange for the correct product to be sent to you.
If we are unable to replace the item due to sales conditions, or if we are unable to wait for the item to be delivered again, we will refund you the money.
What should I do with the box and packaging when returning the product?
We accept boxes other than the original delivery box for returns.
Please note that we are not responsible for any accidents or problems such as damage or loss during return shipping.
When returning an item, please make sure to include the tags that were attached to the product and the delivery note.
In the case of defective or damaged goods, we may ask you to send us a photograph of the relevant part by e-mail in advance. Please note that the colour of the product you receive may vary depending on the colour of the screen.
The colour of the delivered product is different from the colour on the screen.
When creating the product page, we do our best to reproduce the colour of the actual product by colour correction, but it may look different depending on the customer's monitor environment and settings.
In addition, the colours may differ depending on whether the product is viewed indoors under fluorescent light or outdoors under natural light, so we hope you will consider your environment when viewing the product.
5. About payment
What payment methods do you accept?
Credit cards, bank transfers and cash on delivery are accepted.
Credit card
VISA / Master card / AMEX / JCB are accepted.
The credit card information used to place the order will be deleted.
Can I delete or change the credit card information used when placing an order?
The credit card information entered at the time of order cannot be changed later.
We do not hold your credit card details and cannot confirm the details of your credit card information.
An error has occurred during payment.
If an error occurs without completing the payment, the following are possible causes
- The card details (card number, security code, etc.) are incorrect.
- Card expiry date has expired.
- Payment has been refused by the credit card company.
As we are unable to identify the cause, please contact your credit card company for more information.
Bank transfer
If you choose bank transfer, we will send you an email to the email address you entered during your purchase with the bank transfer details.
After confirming the amount, we will proceed with production and shipping from the day we receive confirmation of your payment.
Cash on delivery
As with credit cards, we will proceed with production and dispatch after sending you an order email.
A separate cash on delivery fee will be charged according to the amount of the order.
Can you issue a receipt?
Please contact us at 領収書が必要な場合はinfo@2kTT.ioまでご連絡ください.
Do you charge customs duty?
Depending on the total value of the purchase and the item, customs duties may apply.
If the taxable value (product price multiplied by 0.6) is JPY 10,000 or less, in principle, customs duties, consumption tax and local consumption tax are exempted.
For more information, see the Customs website.
https://www.customs.go.jp/tsukan/kanizeiritsu.htm
6. other
I have not received any emails.
There is a possibility that your registered e-mail address is incorrect.
In this case, please contact info@2kTT.ioまでお問い合わせください so that we can change it to the correct email address. Please note that even if you have entered a wrong email address, the payment has been completed.
After changing the e-mail address to the correct one, we will send you another 'Order confirmation e-mail', so please check it.
Please also contact us if you do not receive an email by the day after your purchase date.
If your registered email is a carrier email (softbank, au, docomo), there is a possibility that our email may have been classified as spam or set to be rejected. If you do not receive our emails, please check your junk mail folder and settings according to the following procedure.
When will I receive a reply to my enquiry?
We will reply to you within two working days, excluding Sundays, in the order in which we receive your enquiry.
What are the delivery charges?
Delivery is made from within Japan.
The shipping costs for each product will be charged separately from the product price.
When will I receive my order?
For purchases made via the 2kTT shop
In Japan, each item is packed and delivered one at a time after purchase,
Please allow 3-7 days for delivery.
Please note that delays may occur due to the spread of the new coronavirus.
You will be informed of the delivery status by email after your purchase has been completed.
If you have purchased a made-to-order product from 2kTT Team
Please allow a maximum of 4 weeks for delivery after the design has been finalised.
Can I specify a delivery date and time?
We are sorry, but it is not possible to specify a specific date and time.
Can I order from my country?
Yes, you can. Please fill in the correct address at the purchasing form.
Please fill in the correct address at the purchase form.
Please check the link that the country we cannot ship to because of the current COVID-19 situtation.
Yes, we can. Please enter your international delivery address when entering your address.
Depending on the destination country, VAT and customs duties may be levied. Please be aware of this beforehand.
Also includes countries and regions where delivery is not possible due to COVID-19.
For more information, please see.
Can I have my order sent in batches?
Due to the specifications of the order system, there is a possibility that orders will be sent out on a product-by-product basis.
Please note that it is not possible to send multiple orders at once.
If you purchase items at the same time, we will send them together.
Can I have my order resent back to the shipping company after a long absence?
Please follow the instructions on the delivery company's designated delivery slip and follow the reshipment procedure.
Please follow the instructions on the delivery company's designated absence slip, etc. Please note that a re-delivery charge may be incurred. Please pay separately.
About orders
Can I cancel or change the size or colour of my order after it has been completed?
Due to the specifications of the order system, it is not possible to cancel or change the specifications of an order once it has been confirmed.
Please check your order before confirming it.
How can I check if my order has been completed correctly?
If your order has been successfully completed, an 'Order Confirmation (automatic transmission)' will be sent to the email address you entered when placing your order.
If you do not receive the email, please check your junk mail box.
We also recommend that you set the following email addresses to allow receipt of emails in advance.
Automatic email address: info@2kTT.io
*It may take some time for the email to be sent.
*If you have incorrectly specified your e-mail address, please contact info@2kTT.ioまでお問合せください. We will resend an email confirming your order.
3. about the products
Can I buy your products in a physical shop?
We do not sell our products at our physical shops. The products are all made to order.
Are there any precautions?
1. Due to the production of made-to-order products, the delivery date of the products may be delayed.
If there is a significant delay in the delivery of a product, the customer will be informed as soon as it is confirmed.
2.The images of the products shown on the website are samples. Designs, sizes and colours may differ slightly from the actual products. 4.
Returns and exchanges after delivery
Can I return the products?
The product is made to order and cannot be exchanged or returned at the customer's convenience.
Can I return or exchange a defective product after it arrives?
If you receive a defective product, please send an email to 注文番号と併せてinfo@2kTT.ioへご連絡ください with a picture of the defective product within 7 days of receipt.
We will arrange for the correct product to be sent to you immediately.
If we are unable to replace the item due to sales conditions, or if you are unable to wait for the item to be delivered again, we will refund you the money.
If you receive a different product to the one you ordered, please contact us.
If you receive a different product, please contact にinfo@2kTT.ioへご連絡ください within 7 days of receipt of the product.
We will immediately arrange for the correct product.
If we are unable to replace the item due to sales conditions, or if you are unable to wait for the item to be delivered again, we will refund you the money.
If the product you have received is damaged or stained, please contact us.
If the product is damaged or stained, please contact にinfo@2kTT.ioへご連絡ください within 7 days of receipt.
We will immediately arrange for the correct product to be sent to you.
If we are unable to replace the item due to sales conditions, or if we are unable to wait for the item to be delivered again, we will refund you the money.
What should I do with the box and packaging when returning the product?
We accept boxes other than the original delivery box for returns.
Please note that we are not responsible for any accidents or problems such as damage or loss during return shipping.
When returning an item, please make sure to include the tags that were attached to the product and the delivery note.
In the case of defective or damaged goods, we may ask you to send us a photograph of the relevant part by e-mail in advance. Please note that the colour of the product you receive may vary depending on the colour of the screen.
The colour of the delivered product is different from the colour on the screen.
When creating the product page, we do our best to reproduce the colour of the actual product by colour correction, but it may look different depending on the customer's monitor environment and settings.
In addition, the colours may differ depending on whether the product is viewed indoors under fluorescent light or outdoors under natural light, so we hope you will consider your environment when viewing the product.
5. About payment
What payment methods do you accept?
Credit cards, bank transfers and cash on delivery are accepted.
Credit card
VISA / Master card / AMEX / JCB are accepted.
The credit card information used to place the order will be deleted.
Can I delete or change the credit card information used when placing an order?
The credit card information entered at the time of order cannot be changed later.
We do not hold your credit card details and cannot confirm the details of your credit card information.
An error has occurred during payment.
If an error occurs without completing the payment, the following are possible causes
- The card details (card number, security code, etc.) are incorrect.
- Card expiry date has expired.
- Payment has been refused by the credit card company.
As we are unable to identify the cause, please contact your credit card company for more information.
Bank transfer
If you choose bank transfer, we will send you an email to the email address you entered during your purchase with the bank transfer details.
After confirming the amount, we will proceed with production and shipping from the day we receive confirmation of your payment.
Cash on delivery
As with credit cards, we will proceed with production and dispatch after sending you an order email.
A separate cash on delivery fee will be charged according to the amount of the order.
Can you issue a receipt?
Please contact us at 領収書が必要な場合はinfo@2kTT.ioまでご連絡ください.
Do you charge customs duty?
Depending on the total value of the purchase and the item, customs duties may apply.
If the taxable value (product price multiplied by 0.6) is JPY 10,000 or less, in principle, customs duties, consumption tax and local consumption tax are exempted.
For more information, see the Customs website.
https://www.customs.go.jp/tsukan/kanizeiritsu.htm
6. other
I have not received any emails.
There is a possibility that your registered e-mail address is incorrect.
In this case, please contact info@2kTT.ioまでお問い合わせください so that we can change it to the correct email address. Please note that even if you have entered a wrong email address, the payment has been completed.
After changing the e-mail address to the correct one, we will send you another 'Order confirmation e-mail', so please check it.
Please also contact us if you do not receive an email by the day after your purchase date.
If your registered email is a carrier email (softbank, au, docomo), there is a possibility that our email may have been classified as spam or set to be rejected. If you do not receive our emails, please check your junk mail folder and settings according to the following procedure.
When will I receive a reply to my enquiry?
We will reply to you within two working days, excluding Sundays, in the order in which we receive your enquiry.