Frequently Asked Questions

Ordering

Can I order without logging in?

Yes. Guest checkout is available.

How do I create an account?

You can create an account by clicking the sign up -tab found in the top right corner of the main page. You can either register with current social media accounts or with an email address.

How do I log in to my account?

You can log in to your account by clicking the login - tab found in the top right corner of the main page. You can log in with a social media account or with an email address. You can also log in at checkout by clicking the 'already have an account?' button.

Payment

What are the accepted payment methods?

We accept all major credit cards: Visa, MasterCard, American Express. Paypal payments are also accepted.

What is the CVV number?

The CVV number is a 3-4 digit number on the back side of the card, on the end of the signature field.

Is my credit card information protected?

All transactions are secure and encrypted and we don't store any of your payment information.

Our privacy policy

Shipping

Where does my order ship from?

All orders are shipped directly from our main warehouse in Tokyo, Japan.

Which courier does DELE use?

Japan Post Service - the oldest, and the most trusted courier in Japan. Read more at Japan Post's own site below

 Japan Post

What are the shipping options?

EMS Shipping is our express shipping option (3-10 days). SAL Shipping is our standard shipping option (2-3 weeks).

How do I track my order?

Once an order has been made, you will receive an email with a tracking code and information on how to track your order.

How do I know the cost of shipping?

The shipping rates can be calculated with the shipping calculator found at each product page. Shipping costs are also calculated at checkout. 

What is the estimated delivery time?

Delivery time depends on the chosen shipping option. EMS express shipping takes 3-10 days and SAL standard shipping takes 2-3 weeks.

Do I need to pay Customs?

We are not personally involved with international customs and do not collect such fees, and therefore are not responsible for any customs fees. 

Australian Government Border Force states as follows:

For goods with a value of AUD 1000 or less, there are generally no duties, taxes or charges to pay at the border.

For goods with a value over AUD 1000, you will need to fill out an Import Declaration, and pay duties, taxes and charges at the border.

Returns

How do I return a product?

Read our full return policy below

Our Return policy

Contact

How do I get in contact with DELE?

There are 3 ways to get in contact with us. You can email us at customerservice@dele.io or you can call us at +81-3-6806-8569 or you can use the contact form.

Contact Form

Other

Do you offer gift wrap?

We do not currently offer gift wrapping.