Shipping policy
Last updated: October 2, 2026
Thank you for shopping with fermata store. This policy explains how we ship your order, what it costs, and what to expect after you buy.
If you have any questions, contact us at info@hellofermata.com.
Order Processing
Orders are processed within 1 business day (Monday–Friday, excluding holidays).
Orders placed after noon or on weekends and holidays may begin processing the next business day. You'll receive a confirmation email with tracking, if the shipping method supports it, as soon as your order ships.
Shipping Methods & Delivery Times
Available shipping methods and delivery estimates are shown at checkout. Estimates begin once your order ships and may be affected by carrier delays, weather, and other events outside our control.
Shipping costs
Shipping charges depend on the destination and shipment weight and are shown at checkout. Free shipping within Japan on merchandise orders of JPY 12,000 or more (tax included). A shipping surcharge of JPY 700 for Hokkaido or JPY 400 for Okinawa applies even to orders of JPY 12,000 or more. International orders are not eligible for free shipping.
International shipping uses Sagawa Hikyaku International Express rates plus a 20% handling fee. Rates are available for shipments up to 10 kg. The final shipping charge is shown at checkout.
Order Tracking
Once your order ships, we'll email you a confirmation with a tracking number and link, if applicable. Please note tracking information may take time to update after you receive it.
Shipping destinations
We currently ship to Australia, Hong Kong SAR, Japan, New Zealand, Singapore, South Korea, Taiwan, and United States.
International orders may be subject to customs duties, import taxes, fees, and customs delays. Any applicable charges collected at checkout will be shown before you complete your purchase.
Address accuracy
Please check your shipping address at checkout. Contact us as soon as possible if you need to correct it.
Lost, damaged, or delayed packages
If your order is lost, damaged, or delayed, contact us at info@hellofermata.com and we will help you work with the carrier.
Order Changes & Cancellations
Need to change or cancel your order? Contact us as soon as possible. We may be able to accommodate changes before your order ships, but once it's in transit we're unable to modify it. Refunds for cancelled or delayed orders will be processed promptly to the original payment method where possible.
Questions?
Contact our team at info@hellofermata.com.