Getting Started

What is Kyoto Sweetsbox?

Kyoto Sweetsbox is a subscription-based service that delivers you a box full of authentic Japanese sweets, with a special focus on Kyoto's wagashi, snacks, tea, and more every month.

We want to help fans of Japan everywhere to enjoy the traditional side of Japanese sweets, made by local and well-loved makers. However, we want to offer more than just that.We want to experience Japan’s artistic beauty and unique flavors as you explore its wonderful culture and seasons.

What is inside the box?

You will find over 20 items inside the box, all of them are authentic Japanese sweets, snacks, teas and more in Japan.

Shipping

Help! My box has not arrived yet!

All boxes will be shipped by a third party carrier. If your shipping method without tracking and your order gets lost during transit, we unfortunately cannot offer a refund or reshipment as the status and location of the package is out of our control.

You would be eligible for a reshipment if your order has been confirmed as returned to our warehouse by the carrier and our team. After the return confirmation, we can reship your order. Please note you will need to pay the reshipping fee.

Kindly check your tracking progress and contact the local post office regularly to avoid the box is being returned to us.

How many days will it take to deliver?

Estimated Delivery Time - 7~28 Days After Shipping

When does my box ship and how long will it take to arrive?

After the order is placed, your box is immediately prepared and packed (within 3-5 business days) to be handed over to the delivery courier.
The estimated delivery time is based on your country's shipping method:
14-28 days
Please note that if you have a prepaid multi-month subscription (3/6/12 Month Prepaid Plan), your second month’s box forward will be sent out with our first batch of shipments, earlier than the shipment for Monthly Plan.
If you haven't received your box by the expected arrival time, please contact your local post office by providing the tracking number or contact our support team via https://kyoto-sweetsbox.myshopify.com/pages/contact.

My box is missing an item or is damaged/broken. What should I do?

We feel terrible that you’ve encountered such a situation. We’d love to see each and every box arrive in pristine condition - but, unfortunately, we cannot always supervise the entire delivery process from end-to-end.
In the case an item comes damaged or expired from the manufacturer, or is missing (the box is physically arrived in good condition but an item is not in your box), please contact our customer support team by using this form.

Validity of a damaged item will be at the discretion of the support agent.
Any damages to the boxes or the packaging of a product will not quality for replacement if the content is undamaged. Broken items such as cookies, chips, or other fragile snacks and melted chocolate due to weather also may not qualify for replacement.
Minor cosmetic damages, such as small scratch may not qualify to be compensated.
Due to inventory changes, any issues must be reported within 8 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, store credit may be applied to your account instead.

How do I change my shipping address?

You can simply change your address through your account by following the steps below or please contact our customer support team by using this form.

Please note that change of address will only be reflected on your next invoice and if you want to change your address for the unshipped boxes in your current invoice, kindly contact our support team with the full address and we will assist to make sure the change is reflected immediately.

To update your shipping address, you can simply follow these steps:
1. Go to this account page
2. Create and log in your account at Kyoto Sweetsbox
3. At your account page select “View addresses” at "Account details"
4. At that page Edit and update your address

Terms & Policies

What is your refund policy?

 Any amounts paid for the boxes and services are final and non-refundable. Please cancel the subscription before the renewal date if you do not wish to be charged for future boxes. You can check how to cansel your subscription the question below.
We may suspend or terminate your account and/or payment functionality, and suspend or cancel any pending box shipments, if there is a dispute from your credit card company/PayPal, or if your credit card company/PayPal notifies us of actual or suspected fraud on your credit card account.
If you decide to open a case with PayPal/Stripe, please note that they have the final decision about the claim.
If you encounter any payment issues, please contact us at https://kyoto-sweetsbox.myshopify.com/pages/contact.

Subscription

How do I cancel my subscription?

You can cancel your subscription through your account by following the steps below or please contact our customer support team by using this form.

To cancel your subscription, you can simply follow these steps:
1. Go to this account page
2. Create and log in your account at Kyoto Sweetsbox
3. At your account page click "Show more" at the bottom of the order you want to cancel
4. Click the "Cancel" button at the bottom

How do I reactivate my canceled subscription?

Reactivating your canceled subscription is easy! However, please note that you will be charged immediately upon reactivation if you have the monthly plan. 

Follow the steps below to reactivate your subscription:
1. Go to this account page
2. Log in your account at Kyoto Sweetsbox
3. At your account page click "Show more" at the bottom of the Cancelled order you want to reactivate
4. Click the "Restart" button at the bottom

Billing and Payment

Can I purchase only one box without subscribing?

At this time, we are only offering recurring subscriptions. However, you can easily purchase only one box by subscribing to the monthly plan and then cancelling your subscription right away. That way, you will only be billed for the one month’s box.

Does the shipping fee cover custom fee and tax?

Please double-check your country's customs regulations. Each country has different rules regarding the customs fee and tax. If you get charged for any customs fees or taxes, we are not responsible to cover it. Please keep in mind that we do not have control over the import taxes because customs taxes are charged by your local government. 

What payment methods can I use?

We currently accept payments through PayPal and all major credit cards. All payments are taken through our secure checkout and we never share any of your details with third-parties.

When will I be charged?

You will be charged immediately after you finish checking out your order.
Future payments will be charged on the exact same date and time every month (or once every 3, 6, 12 months depending on your plan) - please note that we're using JST for the time zone. So, the renewal date may be one day earlier or one day later than your time zone.
If you forget when you placed your order, just sign in to your Account (https://kyoto-sweetsbox.myshopify.com/account/login) and you can find your Next order date under Subscriptions.

When I sign up for a 3, 6 or 12 months plan, is it charged upfront?

No, you will be charged on the on the exact same date and time every month.Please note that if you sign up for a 3, 6 or 12 month plan, you will not be able to cancel during these periods.

When is the cut-off date?

All orders will be processed in JST (Japan Standard Time) and the cut-off period is on the 15th of each month.

What currency are you using?

Our prices are in USD.
Kindly note that the exchange rate fluctuates every day so we cannot quote you the specific price - you can check the exchange rate as a reference here: https://www.xe.com/currencyconverter/.