Tamashii Kokoro is an online store.
1. 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.
2. 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 firstname.lastname@example.org or through instant messenger service on our website, we’ll be happy to help.
3. 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.
4. The product I want is sold out. What can I do?
Unfortunately, not every style will be restocked. However, you can use the ‘Wishlist’ 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.
1. 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.
2. Do my TKRewards point expire?
All TKRewards point is valid for 3 years upon the date of purchase.
3. How do I redeem my points?
You can redeem TKRewards points via the Redemption Page – Click
How to use gift vouchers
1. Sign in or register
2. Redeem your Gift Voucher
Once you’ve signed in, go to your Account and click Credits. You’ll find a ‘Redeem E-Gift Card’ section, which will require you to enter the unique code. 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)
3. 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 email@example.com
1. 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 firstname.lastname@example.org or through instant messenger service on our website, and we’ll try our best to assist you.
2. 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.
3. An item is missing from my parcel. What should I do?
If you have not received any prior notice from us, please email at email@example.com with the following information: Your order number The name/ product code of the missing item A photograph of the picking list
4. 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 firstname.lastname@example.org 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.
5. 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 email@example.com 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.
SHIPPING & DELIVERY
1. 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
2. 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.
3. 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
4. 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 shipping carrier on your end. Including the time difference and the time to translate our request to an oversea carrier’s department, it is a lot faster if you get in touch with them directly in your country by providing them the tracking number of the delivery. 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 the case to be handled asap - a top priority. Almost 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 will reship the order when we have the confirmation from the carrier.
5. 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.
6. 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
7. 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!
8. 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.
9. Remote Area Delivery
What is Remote Area Delivery?
A remote area is defined as a place that is not close to any larger city or any other point where local depots of courier companies are located. Courier companies consider these areas difficult to reach and therefore surcharges and additional costs may apply for a delivery in a remote area.
How does it affect my Tamashii Kokoro order?
Here at Tamashii Kokoro, we strive to provide premium products and only fast & reliable delivery service.
Our team work very hard to secure the best shipping rate to make delivery free whenever possible. However, there is a list of remote area delivery which requires an additional shipping fee of USD25 by our courier, DHL Express. To check if you are under the remote area list, please refer to the list here.
Please kindly note that delivery fee for remote area will be charged separately from your order. Our customer service will reach out to you.
FULL SHIPPING & DELIVERY INFORMATION
1. Which shipping company do you use?
Tamashii Kokoro mainly uses the following shipping companies UPS DHL FedEx Ninja Van Singapore Post SF Express
2. Important note
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 using a certain shipping company, please feel free to consult our customer service.
3. Tracking Information
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.
4. 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.
5. Delivery Information
Please click herefor 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.
2. Refund Instructions
Please submit a return request on Return page or 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.
3. Any Return condition?
The following conditions also apply to Product returns: Products must be in clean and no-damage condition to be eligible for return (e.g., no stains, tears, wears or other soiling including odors). Customers are responsible for the return shipping fees and taxes involved. File for return must be submitted to email@example.com within 30 days from date of delivery. If at least one of a particular product is returned from an initial order, that customer or shipping address will not be eligible for additional Trial Periods on subsequent orders of that particular Product (e.g. if you already returned a Yukimura’s Performance Plus Training Attire, you will not be eligible for the applicable Trial Period on future orders on Yukimura’s Performance Plus Training Attire). Please do note that personalized products (products that are already embroidered or engraved) are not eligible for return. In the event if returned product does not meet the return conditions stated above, a refund will strictly not be made by Tamashii Kokoro. Customer will have to ship the product back at own costs within 60 calendar days from date of delivery. Returned product that is rejected and does not meet the return conditions will be responsibly disposed after 60 calendar days if it is unclaimed by customer.
4. There is no defects but I am just 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 within 14 calendar days once we receive them back at our facility. Refunds will be credited back to your account within two weeks. Refund Instructions: 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.
5. Tamashii Kokoro products marked as Sale
Any Product that is marked as “Sale” may not be returned or exchanged, except in the event of a Defect.
6. Return or Exchange due to defects
For items deemed defective, they must be notified to us at email@example.com within 7 calendar days upon date of delivery. All defective items are to reach us within 28 calendar days from dispatch date for international orders. Items must be unwashed, unaltered, and with its tags intact. If the replacement piece is no longer in-stock, store credit or a refund will be issued. Replacement of item will only be made when we provide confirmation via email to deem defective. To report a defect, please: Email us at firstname.lastname@example.org within 7 calendar days of receiving your order with the following information: I. Your order number II. The name/ product code of the defected item III. Photograph of the defect Our customer service team will share further detail with you. Return parcels are to reach us within 14 calendar days from dispatch date for local orders, or 28 calendar days for international orders. If we accept your return, we will make any refunds or exchange due to you as soon as possible and generally within 14 days from the day on which we receive the returned Product. Tamashii Kokoro will cover the shipping fees for products deemed defective.
7. Exchange Policy
Exchange Policy We provide exchange service if you have selected a wrong size for yourself! Please kindly take note that you will be responsible for the return shipping fees & taxes, as well as the shipping fees for the exchanged item. Please complete the form on Return Page or email us at email@example.com 7 calendar days of receiving your order with the following information: Your order number The name/ product code of the item you would like to get exchanged (please indicated the size) Our customer service team will be there to facilitate you Items must be unwashed, unaltered, and with its tags intact. If the replacement piece is no longer in-stock, store credit will be issued. Exchange of item will only be made when we provide confirmation via email to deem exchangeable. *Items non-exchangeable: Embroidered or engraved products Made-to-order products Items on clearance sale or special offer
1. Available Modes of Payment
We offer the following modes of payment – Visa, Mastercard, Amex, Paypal, Amazon Pay, Apple Pay, Google Pay and PayPal. International bank transfer should be requested in advance by email, and the minimum order amount for bank transfers is US$1,000
2. Is Payment for my order successful?
Click here to check your Order History, before proceeding to place another order. You will need to log into your account to access your order history page.
3. Which currency should I pay?
At the top right of each page, you will find a currency selector to change the currency displayed on the entire site. You can display the prices in USD (US$), 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).
4. 0% Interest, 3 Months Instalment Plan
Here at Tamashii Kokoro, we aim to bring innovation, inspiration and strength to every Budo Practitioner. By offering a 'Buy Now, Pay Later' gateway, we hope to make premium high-quality performance wear available to you whenever possible- offering more affordable plans.
Requirement for Installment Plan:
• Available when you make a purchase of US$120 and above
• To be eligible, you must own a VISA or MasterCard credit card and have the entire amount of your purchase available on your card
How do I make payment via Installment Plan?
• Select Splitit as mode of payment at checkout and use your favourite card to turn your purchase into smaller, bite-sized payments.
Things I Need To Know:
• At the time of purchase, once we confirm your shipment, you will only be charged for the first payment. The remaining balance will be held on your credit card until the final payment is made. After each monthly payment, the amount held from your available balance will be reduced to the new remaining balance (the held amount might appear as "pending").
•Splitit will not charge you interest or fees.
1. We are here for you
2. 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.
3. 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.
4. 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.
5. 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.
6. 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
3. Information Collection
4. Will my information be shared?
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 firstname.lastname@example.org
6. What choices do I have?
QUESTIONS OR CONCERNS
If you have any questions or concerns regarding our privacy policies, please send us a detailed message to email@example.com. We will make every effort to resolve your concerns.