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Shopping

How to order

Ordering with TEATORA is quick and easy. To get started ,you need to register for a free TEATORA membership. After that, simply choose the best products for you, select the quantity, and click ‘ADD TO CART`. When you are ready to complete your order, just provide the required information, confirm your order one last time, and click ’SUBMIT MY ORDER’.

Order confirmation

Once your order has completed, you will receive an email from TEATORA within a few minutes. Please double-check that the content of this email is correct.

If you do not receive a confirmation e-mail

The confirmation email will be sent to the address provided during the TEATORA membership registration. Please first check that this email address is correct.
You can also view your order by clicking on ‘Account > Orders’ at the top of the page.
Please note that some free email services, such as Hotmail, may sometimes block the confirmation email, even when the correct address is given. Some email filters and anti-virus software may also automatically block emails from TEATORA.
Please Customer Services with any questions or concerns.

If you receive two confirmation emails

Please contact Customer Services if you receive two identical confirmation emails for the same purchase. This may be a duplicate order.

To change or cancel your order

Please email Customer Services directly. Orders cannot be changed or cancelled through the TEATORA website once they have been placed. Please note that orders are usually shipped by noon the following day, so if you wish to change or cancel your order, please contact customer service as soon as possible.

Delivery Information

UK DELIVERY
UPS 3-7 business days ¥5,500
US DELIVERY
UPS 3-7 business days ¥5,000
JPN DELIVERY
YAMATO 2-4 business days ¥800+tax

Please Note:

Orders can be tracked to check the delivery status from the link provided in the ‘Dispatch Confirmation’ email or by entering the tracking number directly onto UPS: www.ups.com

All packages are sent through Delivered At Place (DAP). The recipient pays all customs and import duties. As customs policies and import duties vary depending on the country, we recommend contacting the local customs office for further information.

Please be aware that we have no control of cases where packages may be delayed by customs with possible subsequent charges applied.

The prices displayed for countries outside of japan do not include VAT. Please be aware that local duties or tax fees may be charged once the package reaches its designated country.

We do not deliver to PO BOX address for security reasons.

In case the receivable period is overdue (Continual of absence/ Failure to receive):

Recollect package within 14 days prior to the shipping day.
Absence notifications will be sent from the delivery company on account of any absences.
Please collect your package within the receivable period.
In following cases, package will be automatically returned to the company:
• Failure to collect within the storage period
• Address is unidentified or incorrect

Please note that the returned packages will be processed depending on the company’s decision.

※ Regardless of the paid fees, uncollected products will be returned to the company.
※ Orders of the uncollected products due to unavoidable circumstances or unidentified addresses will be cancelled. Please contact the Customer Services to request for reorder.
※ There are cases where reshipments cannot be made.
※ Reshipments cannot be made after the cancellation process. Please order again if you wish to purchase the product.
※ Reshipments cannot be made after the cancellation process. Please order again if you wish to purchase the product.
※ Continual of absence, failure to collect product, or persistent reshipment may lead to limitations of use.

Product charges minus the original shipping cost will be refunded for any returned packages within 3-5 working days of receipt. However, please be aware that the refund fees may vary at the discretion of the company, based on the amount of days taken for the product to be returned.

Payment Method

TEATORA accepts PayPal.
When you select PayPal at checkout, you will be redirected to the PayPal website to 'Log In' with your PayPal username and password.
Don’t worry, even if you do you not have a PayPal account, you can either sign up for one or pay for today’s purchase as a guest.
Be sure to review the billing information and the total purchase amount before clicking 'Pay Now'.
Once the transaction is complete, you will be returned to TEATORA.
Your account will be charged only when your shipment is complete.
Please note that all prices shown on the TEATORA website are in Japanese Yen.
Exchange rates can fluctuate and the final price of your order will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

About sales tax and customs duty

If your order is being shipped outside Japan, the TEATORA price will not include any import taxes or customs charges.
Please note that you may be charged local duty or taxes when your order enters its country of destination. UPS will invoice you directly for these costs.
We recommend you contact your local customs authority to determine the landed cost before you complete your purchase.

Returns and Exchanges

We accept returns on international orders returned to us within 7 days of receipt.
If there is a problem with the product, TEATORA will arrange for the shipment. Please refer to DEFECTIVE ITEMS below. In all other cases, it is up to customers to organize and cover the cost of returning any unwanted goods. It is up to the customer which postal service they use to return unwanted goods, but we do advise customers to send their goods using a tracked service. Returned goods remain the customer’s responsibility until received by us.

RETURNS

To return an item for exchange or refund, please follow the steps below:

1. Please contact our Customer Services with your return request. Please provide the order number, the item(s) to be returned, and reasons for your return. If you wish to exchange the item(s) for a different size, please also include your preferred size. If we are unable to fulfill your request because the item(s) are out of stock, we will offer a full refund.

2. Package the item(s) safely and securely along with all product tags and a printed copy of your order-confirmation email. If your order-confirmation email is not included with your return, you may experience a delay in receiving your refund.

3. Post your return to our international returns address below.

TEATORA (ROTHKO, INC.)
GAIEN CO-OP. B-03
3-31-18 Jingumae, Shibuya-ku,
Tokyo 150-0001, Japan

We recommend using a tracked delivery service so that you can trace the delivery if there is any problem. Please note that returns must be labeled as "RETURNED GOODS - OF NO COMMERCIAL VALUE" to prevent them from being held by Japanese Customs. Any customs charges incurred are the responsibility of the customer.

Returns may take up to 3-5 working days to process once received.

For further information please contact Customer Services.

EXCHANGES

There are no additional charges to exchange items for a different size. However, the customer will be responsible for any shipping costs, taxes, and/or duties for exchanges. We are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we recommend that you return the item for a store credit and purchase the new item separately. Please note that all exchanges are based on stock availability.

DEFECTIVE ITEMS

Returns of defective items will only be accepted if the goods were defected when delivered to you. As soon as you discover a fault, please contact Customer Services with your order number, the name of the defective item, the product code, and a description of the fault along with photos.
All items returned as defective will be inspected upon receipt, and we will be in touch as soon as possible to let you know how to proceed.
Please keep the items until you have gotten a reply from our Customer Services. In the case of a faulty item, TEATORA will be responsible for all shipping costs.
Any items deemed to subject to fair wear and tear will not be accepted as defective.

RECEIVING A REFUND

For those customers with PayPal accounts, refunds will be sent via PayPal. This usually takes about processing 5 days.
Refunds will not include shipping costs, except in the case of defective items.
Customs duties and sales taxes are non-refundable through TEATORA. However, you may be able to recover those by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to reclaim duties on returned merchandise.
Please note that refunds can take up to 10 working days to appear on your account due to varying processing times among payment providers.

INFORMATION

We have made every effort to display as accurately as possible the colors of our products that appear on our EC.
However, as computer monitors vary, we cannot guarantee that your monitor’s color display will be completely accurate.

Please send all items you wish to return in the same shipment to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

We also recommend that you use a secure, trackable option to return items to us, and that you insure the return shipment as you will be liable for any damage to the items before we receive them at our warehouse.

All items must be returned unused, in their original condition, and from the country that the order was originally delivered to.

Customers returning items repeatedly may be refused at our discretion.

Returns remain the customer’s responsibility until received by our warehouse.

Please keep hold of your return tracking information as this acts as proof of postage; without this, we will be unable to provide assistance.

Please note that items with slight damage, fray, or difference in shades of color will be excluded from returnable items.

Returns must be invoiced as "RETURNED GOODS - OF NO COMMERCIAL VALUE" to prevent them from being held at Japanese Customs. Any customs charges incurred are payable by the customer.

For further information, please contact our Customer Services.