Tamashii Kokoro is an online store.
The item I want is out of stock in my size. What can I do?
You may wish to join the waiting list for such items. To do so, simply click on the button that says ‘Join Waiting List’. If and when a backorder opens for that specific item, you will be notified via e-mail.
What should I do if I have a question regarding Kokoro product(s)?
If you have any questions regarding anything at all, please feel free to drop us an email at email@example.com or through instant messenger service on our website, we’ll be happy to help.
How do I redeem a promo code?
From time to time, Tamashii Kokoro sends special promotional codes to our members and newsletter subscribers. These offers may include a “promo code”, which may be activated under the ‘Discount’ section of the checkout process. Enter the code, and then click the ‘Apply’ button. The discount or special offer will be applied to your order.
If your promo code fails to activate it, it could be because it has expired, or perhaps the items in your shopping bag are not eligible.
Do note that promo codes cannot be used in conjunction with any other offer or promotion, and only one discount can be used per order. Kindly bear in mind that the promo code has to be entered upon check-out to be valid.
The product I want is sold out. What can I do?
Unfortunately, not every style will be restocked. However, you can use the ‘Notify Me’ button to receive an email notification if the item comes back. Or just subscribe to our email list and you will receive an email when new batches come back in stock.
TKRewards is a membership rewards program.
How does it work?
As you progress up the tier by earning points (1 US$= 100 TKRewards Points) for your online purchases, you’ll start to enjoy many more exclusive benefits and privileges. Learn more here.
Do my TKRewards point expire?
All TKRewards point is valid for 3 years upon the date of purchase.
How do I redeem my points?
You can redeem TKRewards points via the Redemption Page – Click Here
How to use gift vouchers
1. Sign in or register
2. Redeem your Gift Voucher
Confirm redemption & Gift Voucher value will be deposited to your account.
NOTE: A Gift Voucher code is 10 characters long and will usually contain both letters and numbers (e.g: TK255-AK1JX)
Terms & Conditions
- Gift vouchers can only be used in the purchased currency (e.g: A USD$50 gift card can only be used in the United States and a HK$100 gift card can only be used in Hong Kong)
- Gift vouchers are valid for 12 months from the date of purchase and limited to one-time usage only
- Gift vouchers cards are non-returnable, non-refundable and cannot be exchanged for cash
- Gift voucher purchases can be made by full payment only
- Only specific coupon codes can be applied on Gift voucher purchases.
- Gift Vouchers cannot be used to pay for Taxes & Logistic Cost
- For more questions, please reach us at firstname.lastname@example.org
Is it possible to change my shipping method?
Yes, but this is only possible if your order has not been dispatched from our warehouse. You may wish to drop us an email at email@example.com or through instant messenger service on our website, and we’ll try our best to assist you.
Can I amend or cancel my order after I’ve placed it?
We aim to get your order shipped out as soon as possible. As a result, orders that have already been placed cannot be modified or cancelled.
An item is missing from my parcel. What should I do?
If you have not received any prior notice from us, please email at firstname.lastname@example.org with the following information:
- Your order number
- The name/ product code of the missing item
- A photograph of the picking list
I received a defective item. What should I do?
Please accept our deepest apology for sending you a defective item. The return charges will be taken care of by us entirely and we will reship the right item for free.
We seek your kind cooperation to email us at email@example.com within 14 calendar days of receiving your order with the following information:
- Your order number
- The name/ product code of the defected item
- Photograph of the defect
We will be in touch on the next steps to take and advise on the availability of replacement. However, due to frequent misunderstanding on some product details, please kindly take note that we will ask you a few questions before confirming the return.
*Note: If a replacement is no longer available, an online gift voucher will be provided instead. Items returned must be unworn, unwashed, unaltered, and with their tags intact.
I received a wrong item. What should I do?
We are sincerely sorry for the wrong item sent and we aim to send you the right item as soon as possible. The return charges will be taken care by us entirely and we will reship the right item for free.
Please email us at firstname.lastname@example.org within 14 calendar days of receiving your order with the following information:
- Your order number
- The name/ product code of item you have ordered
- The name/ product code of item you have received
- A photograph of the picking list
We will be in touch on the next steps to take and advise on the availability of replacement. However, due to frequent misunderstanding on some product details, please kindly take note that we will ask you a few questions before confirming the reshipment.
*If a replacement is no longer available, an online gift voucher will be provided instead. Items returned must be unworn, unwashed, unaltered, and with their tags intact.
The size does not fit. Can I exchange my item?
- Only non-personalized unworn, unwashed, unaltered, and with their tags intact may be exchanged.
- Return shipping costs and re-shipping of the new product are entirely your responsibility.
- Please email at email@example.com and we will be in touch on the next steps to take.
- Items non-exchangeable:
- Embroidered or engraved products
- Made-to-order products
- Items on clearance sale or special offer
Shipping & Delivery
What are the countries you ship to?
Free international shipping to these countries with minimum purchase of US$30:
Australia, Brunei, Canada, China, Hong Kong, Japan, Macau, Myanmar, New Zealand, Philippines, South Korea, United States and Vietnam only.
For other international shipping request and queries, please write to us at firstname.lastname@example.org
When will I receive my order?
Once your order is made, we’ll need 1 to 2 business days to pick and pack your order before handing it to our delivery partners. Note: the estimated shipping date is mentioned in the order confirmation email.
- In stock products are shipped within 48 hours and delivered in 4 days to 2 weeks, depending on the country and the shipping method.
- Customized products are usually shipped within 2 to 4 days and delivered within 1 to 3 weeks.
- For more information, please check the “Full Shipping & Delivery Information” page for more details.
My parcel is damaged.
We are very careful with our packaging and exportation procedures (everything is pulled automatically from our system, and integrally verified by our logistic team). Although we are not legally responsible for any damage that may have occurred during transportation, we consider it our duty to deliver you the product you ordered in perfect condition.
Our support team is always available to help you with the carrier and/or to find an acceptable compromise if necessary – email us at email@example.com
My parcel is lost.
Do not contact us immediately; please follow the steps below in the event of lost parcel:
- The first thing to do is to contact the carrier on your end. Including the time difference and the time to translate our request placed in Japan to an oversea carrier’s department, it is a lot faster if you get in touch with them directly in your country.
- If they cannot locate your package, please contact us with the details of the carrier’s answer.
- If not done automatically, we will send a localization request to the carrier, pushing at the highest level for the case to be handled asap.
90% of the time, the package is found and delivered before we get the result of the investigation.
- If your package is declared lost (takes about 7 to 21 days), we reship the order when we have the confirmation from the carrier.
Can you ship my order urgently?
If you plan to order in stock items, we can have your order ready within 24 hours and ship them out within 12 hours to 24 hours (packages are picked up between 10am and 3 pm by our carriers).
We are highly responsive, so please email us at firstname.lastname@example.org with your request and we will make it a top priority.
How fast can delivery be?
Delivery time depends on the country, it will take between 3 to 5 working days if shipped with DHL, FedEx or UPS (Additional fees may apply depending on destination). Do reach us to should you require any special urgent delivery service prior to your purchase at email@example.com
How do I change my delivery information?
You won’t be able to amend your delivery info for an order once your order is placed.
Fret not, drop us a message at firstname.lastname@example.org and we’ll do whatever we can to help!
Just a heads up – shipping delays may occur for delivery address amendments.
However, we promise we’ll always try our very best to minimize this.
If it is too late and your order has already been delivered, we may not be able to retrieve it. So please do contact us the soonest if you need to make amendments, we do not want your order to land in the wrong hands!
What happens if I missed my delivery?
After 2 delivery attempts, your parcel will be returned to us in Singapore.
But we’d be more than happy to redeliver your order!
Take note: Return fees and additional redelivery fees will apply.
If you’ve changed your mind and would like to return your order for Store Credit, the return fees will be deducted from the Store Credit before it is issued to your account.
If you’ve any trouble receiving your order, please reach out to us at email@example.com and we’ll do our best to help get your order to you.
Full Shipping & Delivery Information
Tamashii Kokoro mainly uses the following shipping companies, when shipping orders internationally:
Which shipping company do you use?
Tamashii Kokoro mainly uses the following shipping companies
Tamashii Kokoro reserves the right to change the shipping method for any order containing a “Free Shipping” item without prior notice.
Please do take note that due to technical limitations (size or weight of parcel), we might not be able to ship some items via the selected company. However, please be ensured that we will contact you directly for such situation.
If you require to use a certain shipping company, please feel free to consult our customer service.
After you receive order confirmation, a tracking details for each order will be provided to you via email. Tracking information and updates will be provided by the shipping company.
Shipping Address Information
Please note that our couriers have to deliver the parcels to a residential/commercial address and be signed by the recipient. The shipping company’s driver may contact you prior delivery, but they will always call you after the second unsuccessful delivery attempt. Please kindly make sure the phone number you provide is easily reachable.
You can call the designated shopping company when your package has reached your country to make an appointment with the driver or have your package left at an access point (for pickup). Contact information of shipping the company will be available via the tracking link we provide in the shipping confirmation email.
Please click here for more information
Please note that all insurance coverage and related matters will be referred by to the shipping company engaged for your order delivery. However, please be ensured that our customer service will be here to assist you whenever needed.
SATISFACTION. HAPPINESS. GUARANTEED
1. I am not satisfied with my order. Can I request for a refund?
If for any reason, or no reason at all, you’re not completely satisfied with your purchase, we’ll refund you! At Tamashii Kokoro, we care so much about your happiness that we’ve hired a TK-Social team to help you with anything you need. They’re your go-to went you need a recommendation, a refund or just a reason to smile. We’re here for you. Satisfaction. Happiness. Guaranteed. If you decide that your Tamashii Kokoro products aren’t right for you within 30 days, we're happy to help troubleshoot or initiate the return process. From there, you'll print a prepaid shipping label and arrange for a DHL pick-up. Provided the items fulfil the stated return conditions stated in the terms & conditions. We’ll process a full refund once we receive them back at our facility. Refunds will be credited back to your account within two weeks. Returned products will be donated to fellow martial artist who are in needs.
Please submit a return request by contacting us at firstname.lastname@example.org and our customer service will provide further detail.
- Your order number
- Name / product code of the intended for return
Refunds will be processed within 5 working days of the goods being received and checked.
Available Modes of Payment
- We offer the following modes of payment – Visa, Mastercard, Alipay, and PayPal
- International bank transfer should be requested in advance by email, and the minimum order amount for bank transfers is US$1,000
Is Payment for my order successful?
- Click here to check your Order History, before proceeding to place another order.
- You will need to log into your account to access your order history page.
Which currency should I pay?
At the top right of each page, you will find a currency selector to change the currency displayed on the entire site. You can display the prices in USD (US$), EURO (EUR), U.S. (USD), CAN DOLLAR (CAD), POUND (GBP), etc.
The display in a currency other than the UNITED STATES DOLLAR (US$) is only indicative and for your navigation comfort.
Until confirmation of your cart, you will see the amount in your currency, but at the time of payment, the amount will automatically be converted into USD.
PayPal will ask you if you want the exchange fees to be charged by PayPal, or by your bank (your country). We have no particular recommendation to give you about this; the rates are usually close. Check with your bank (the rate charged by PayPal is stated in the payment).
We are here for you:
- For sales and all general enquiries, please contact us at email@example.com
- For customers support, please contact us at firstname.lastname@example.org
Customs & Taxes
Tamashii Kokoro specializes in the worldwide export of martial arts items. All prices reflected are tax-free; however, charges, depending on the rate applied in the country of reception, may be applied by customs upon import of the package. Do not worry as the process is transparent.
How much will I need to pay for customs?
Not every package is taxed, and the procedure can vary depending on the country. You will find all information about this below. Our carrier will be notified of the amount that is due once they’ve received the parcel after custom clearance and they will inform you upon delivery.
As customs charges vary widely from country to country, we are not able to share the exact figures. However, we have provided an estimation of taxes & duties for each product on the product page. For an exact cost, we suggest you contact your local customs office before placing your order.
What are the fees and applicable custom taxes?
In most cases, any customs or import duties are charged once the parcel reaches its destination country.
Please note that the exact rate depends on the country and the product type, please contact the customs office in your country for more information.
- For reference, the import tax in Europe for sporting goods is 2.9%
- Calculation: Value of products x customs tax rate = applicable taxes
- Example (Europe): US$100 x 2.9% = US$29
Disclaimer: customs officers may change the category without consultation and Tamashii Kokoro does not have control. However, problems are often rare.
Disclaimer: customs officers may change the category without consultation. Kokoro does not have control over this but problems are normally very rare.
With customs duty and consumer taxes, the carrier will charge handling fees. Those fees are charged for the service of carrying out the customs clearance and perceiving the taxes on behalf of your local customs. The fees vary, depending on the carrier and the country of delivery. It is not possible to take care of the import procedure on your level; customs clearance can only be processed by the carrier.
What will happen once I’ve paid the customs charges?
As soon as payment has been received, your parcel will be released and shipped to the delivery address you selected at the checkout.
What happens if I don’t pay the customs charges?
If payment has not been received after 7 days, the carrier will automatically return the parcel to Tamashii Kokoro and we’ll issue a refund for your items once it arrives back at our warehouse. We are unable to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
Take note: Return fees and additional redelivery fees will apply.
Important Note: Tamashii Kokoro does not accept returning packages for the reason of non-payment of customs duties. If the package is returned, the return will be entirely at the customer’s expense. Tamashii Kokoro will not be held for any responsibility on any legal prosecution for customer’s duty, consumer tax, and fees.
- All pages of our www.tamashiikokoro.com website are in Https. HTTPS is a secured protocol, which means all communications between customers’ browsers and our website are encrypted. This prevents people from hacking into the requests to retrieve sensitive information such as passwords, credit card numbers, etc.
- Credit Card Collection Disclaimer: Tamashii Kokoro Customer Service agents will never ask for your credit card details
We do not knowingly collect or solicit personal information from anyone under the age of 13 or knowingly allow such persons to register for the Services (as that term is defined in our Terms and conditions of Use). If you are under 13, please do not attempt to register for the Services or send any information about yourself to us, including your name, address, telephone number, or email address. No one under age 13 may provide any personal information to us or on the Services. If we learn that we have collected personal information from a child under age 13 without verification of parental consent, we will delete that information as quickly as possible. If you believe that we might have any information from or about a child under 13, please contact us at email@example.com
3. INFORMATION COLLECTION
- INFORMATION YOU PROVIDE TO US:
- INFORMATION COLLECTED AUTOMATICALLY:
- When we collect usage information, we only use such data in aggregate form, in a manner that assures your anonymity. We may provide this aggregate usage information to our partners; our partners may use such information to understand how often and in what ways people use our Website, so that our partners, too, can endeavor to provide you with an optimal online experience.
- E-MAIL AND OTHER COMMUNICATIONS
We may contact you, by email or other means. If you do not want to receive email or other mail from us, please indicate your preference by changing your account accordingly or contact us at firstname.lastname@example.org
4. WILL MY INFORMATION BE SHARED?
Tamashii Kokoro will neither rent nor sell your Personal Information in personally identifiable form to anyone.
We only share your Personal Information in personally identifiable form with third parties only as described below:
AFFILIATED BUSINESSES AND THIRD PARTY WEBSITES WE DO NOT CONTROL:
In certain situations, businesses or third party websites we’re affiliated with may sell items or provide services to you through the Website (either alone or jointly with us). You can recognize when an affiliated business is associated with such a transaction or service, and we will share your Personal Information with that affiliated business only to the extent that we deem it related to such transaction or service. One such service may include the ability for you to automatically transmit information from your Tamashii Kokoro account to an account on a third party website or service, such as Facebook. We have no control over the policies and practices of third party websites or businesses as to privacy or anything else, so if you choose to take part in any transaction or service relating to an affiliated website or business, please review all such business’s or websites’ policies.
We employ other companies and people to perform tasks on our behalf and need to share your information with them to provide products or services to you. Unless we inform you otherwise, our agents do not have any right to use the Personal Information we share with them beyond what we deem necessary to assist us in performing such tasks.
We may choose to buy or sell assets. In these types of transactions, customer information (which may include your Personal Information) is typically one of the business assets that is transferred. Also, if we are acquired, or if we go out of business or enter bankruptcy, Personal Information would be one of the assets transferred to or acquired by a third party.
PROTECTION OF KOKORO AND OTHERS:
We may release Personal Information when we believe in good faith that release is necessary to comply with laws; enforce or apply our conditions of use and/or other agreements; or protect the rights, property, or safety of Tamashii Kokoro, our employees, our users, or others. We may exchange information with other companies and organizations (including governmental authorities) for fraud protection and credit risk reduction.
WITH YOUR CONSENT:
5. WHAT PERSONAL INFORMATION CAN I ACCESS?
Through your account settings, you may access, and, in some cases, edit or delete the following information you’ve provided to us:
- name and password
- email address
- shipping and billing information
- user profile information and User Content, including images you have uploaded to the site.
- The information you can view and update may change as the Website changes.
- If you have any questions about viewing or updating information we have on file about you, please contact us at email@example.com
WHAT CHOICES DO I HAVE?
You can always elect not to disclose information to us. However, please keep in mind that we may need some information to allow you register with us or to take advantage of some or all of our features, and if you choose not to provide that information, your ability to use our Website and services may be limited.
You may be able to add, update, or delete information. When you update information, however, we may maintain a copy of the unrevised information in our records. You may request deletion of your account by visiting your account settings. Please note that some information may remain in our private records after your deletion of such information from your account. We may use any aggregated data derived from or incorporating your Personal Information even if you update or delete it, but we will not use that information in a manner that would identify you personally.
QUESTIONS OR CONCERNS
If you have any questions or concerns regarding our privacy policies, please send us a detailed message to firstname.lastname@example.org. We will make every effort to resolve your concerns.