Shipping & Returns

When your order is sent

Everything in the shop is already made and waiting, so orders are dispatched within 5 business days of payment. Business days are Monday to Friday, Japanese public holidays excluded.

You will get an email as soon as your parcel is on its way.

Inside Japan

Shipping within Japan is free. The cost is already included in the price you see on each item.

Outside Japan

Yes, the shop ships worldwide. For delivery outside Japan, shipping costs ¥2,000 per order, added once at checkout no matter how many pieces you buy.

Delivery usually takes one to three weeks depending on the destination and the local post. Any customs duties, import taxes or handling fees charged in your country are the buyer’s responsibility; they are not included in the price or the shipping fee.

Returns

Each piece is crocheted by hand and most are the only one of their kind, so returns and exchanges for a change of mind are not accepted. Please read the size, materials and photos on the product page before ordering, and ask if anything is unclear — questions before you buy are always welcome.

If your order arrives damaged, or does not arrive at all, that is a different matter and it will be put right.

If something arrives damaged or lost

Email dana@thegildedloom.com within 7 days of delivery with your order number and photos of the item and the packaging. For a parcel that never arrives, write once the usual waiting time has passed: a week after the dispatch email inside Japan, three weeks outside it.

Once we have looked at it together, you will be offered a replacement where the piece can be remade, or a full refund including the shipping fee. Refunds go back to the card used for the order and take a few working days to appear.

Custom orders

The price quoted for a custom order includes shipping wherever you are, so nothing is added later. The same damage and loss cover applies; because a custom piece is made to your brief, it cannot be returned for a change of mind.