Shipping & Shopping Guides
Shipping Information
■ Orders are usually shipped within 3 business days after purchase.
(Excluding Golden Week, Obon holidays, New Year holidays, and cases where the product is out of stock or awaiting restock.)
Please note that delivery may be delayed due to natural disasters, severe weather, or other unavoidable circumstances.
■ For international orders of 150 USD or more, shipping is free.
For international shipments, customs duties, VAT, and other import fees may apply. Such costs are the responsibility of the customer.
※All prices are shown excl. VAT.
All international orders are shipped via DHL. We are not responsible for any taxes, duties, or additional fees levied by customs authorities upon delivery.
Return & Exchange Policies
■ In case of difference in image
We do not accept returns or exchanges for reasons such as “different from what I imagined” or other customer preferences. While we strive to present product images as close to the actual item as possible, please understand that colors may vary slightly depending on monitor settings or lighting.
■ In case of initial defects
If you discover an initial defect after delivery, please contact us within two weeks of receipt. We will promptly arrange for a return or exchange.
Contact: info@kiwametokyo.com
Please note that items reported after two weeks, or items that have already been used (*), will be handled through repair service rather than return/exchange.
• Products from which protective films or tags have been removed, or watch bands that have been worn or buckled even once, are not eligible for return or exchange.
■ Additional Return Conditions
If you wish to return a product due to an initial defect, it must be unused and returned in the same condition as when it was received.
All accessories originally included must also be returned.
In the case of a return, you must notify us within one week of receiving the product, and the item must be returned within 30 days.
Products purchased from our website must be returned to our office in Japan for a refund to be processed.
Shipping fees, taxes, and duties already incurred will not be refunded. Return shipping costs are the responsibility of the customer, and we are not liable for items lost or damaged during return shipping.
If a direct refund is not possible, refunds will be processed via PayPal. A PayPal account (free to create) will be required.
■ Limited Edition Products
For limited edition models, refunds or exchange are not accepted. In the unlikely event of a defect, repair service will be provided as the only available option.
Warranty
■ Manufacturer’s warranty
All KIWAME TOKYO watches include a two-year manufacturer’s warranty. Any defects occurring under normal use will be repaired free of charge within this period, in accordance with our warranty policy. To request a repair, please provide your order number and contact us at the email address below.
Contact: info@kiwametokyo.com
■ Warranty coverage
• Internal malfunctions occurring during normal use
■ Not covered by warranty
• Failures caused by external factors (water damage, magnetization, detached hands, damage to exterior parts, etc.)
• Natural wear and tear of consumable parts (straps, buckles, etc.)
Overhaul
It is generally recommended that mechanical watches undergo an overhaul (disassembly, cleaning, and adjustment) every 3–5 years, and quartz watches approximately every 4 years. However, such maintenance often requires considerable time and cost.
For this reason, we provide a complete movement replacement service instead of a traditional overhaul. This method allows us to restore your watch more quickly and reliably. Service fees vary depending on the model, so please contact us for details.