FAQ


ORDERING

Do you take custom orders?

Not currently.

I made an error on my shipping address or I am relocating, can I change the address?

Yes, given that the package has not been shipped yet.

Where can I track my package?

As soon as you place your order you should receive an email or sms confirmation. This will have a link to the Order status page. You can use this page to check the status of your order at anytime. 

You will receive another email or SMS once your order is dispatched from us, this will include your Tracking Number (if applicable).


If you're not receiving these notifications, try making an account here with the same details you used for your order and you will be able to view your orders. If that still doesn't work, send us a message down below and we will get it sorted right away for you. 

Order placed, but I haven't received any confirmation about my shipment.

You should have received an Order Confirmation email right after the purchase with a link to your order status page.

If you're not receiving these notifications, try making an account here with the same details you used for your order and you will be able to view your orders. If that still doesn't work, send us a message down below and we will get it sorted right away for you. 

Shipping & DELIVERY

Where do you ship to?

We ship worldwide. If you're in the USA, please visit us at www.usa.senpais.jp

Do you offer pickup from your warehouse?

No, sorry.

How long will my order take to be delivered?

We do our best not to keep our customers waiting too long for their package to arrive.

Once we receive your order, we typically need 2-3 business days to work on preparing your order and packing your package.

As for delivery times, it usually takes 2-7 business days for orders within Australia and 10-15 business days for international Orders.

Delivery times for USA orders on the USA Site will depend on your chosen shipping method.

Returns & Exchanges

Wrong product or size purchased, can I exchange?

Yes, if the product is unused. Please submit a request at the bottom of this page and we will help you out. 

How do I return it? (based in Australia)

Send us a message down below with your order number, Pickup Address, and Phone number as well as which products you are returning and we will help you out. Please note that we only allow returns due to change of mind within 7 days of the order being delivered. 


Our standard return process:

Customer sends us a message with their Order Number, which products they are returning and their pickup details. 
Customer repacks the product in a box or a non-transparent satchel with their details on a slip of paper inside. 

We’ll book the courier and provide a label for your printing and taping on the package.

Then leave the package at your doorstep on the booked collection date and time. Our courier will collect it from there.

Once it arrives back to us, we will check that it is in good condition and process your return. 

How do I return it? (outside Australia)

Send us a message down below with your order number, Pickup Address, and Phone number as well as which products you are returning and we will help you out. Please note that we only allow returns due to change of mind within 7 days of the order being delivered.

Return shipping provided?

We provide free pickup within Australia only. We’re unable to cover the shipping cost for returns on orders outside of Australia. 

What if my product is the wrong size or damaged?

That is the last thing we want! Send us a message down below with your order number, Pickup Address, and Phone number as well as which products you are returning and we will help you out. 

Contact Us

Couldn't find an answer in the FAQ? Submit an inquiry below. 

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