FAQ

ORDER

-I just finalized my order but I still have not received the order summary.

You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your “Spam” inbox（Junk mail Folder）, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact us under Contact/Press. We will verify that the order has been successfully placed and will correct your email address if necessary.
Two order summary/confirmation mails will be sent normally, one from Double petal.com and another from Stripe.

-How do I change information on my order after it has been placed?

Please contact our Customer Service as soon as possible by email under the “Contact/Press” section.

-What to do if I find something that I want is sold out?

Some items are only one item therefore, we are unable to make exactly same item. However, we are creating new design and will update online, once it is available. Please visit our homepage or check out Double petal’s Instagram for most recent items.
If in any case the product ordered is sold out, we will contact you to refund to your credit card.

DELIVERY

-When the product will be shipped after my order?

For the items that we have in stock, after the order was placed, and the confirmation of payment was made, Double petal will ship the product within 7 business days. Customers will receive the shipment notice with delivery tracking number from Double petal, once Double Petal shipped out the product.
 
For some other products that we specify as “Make specially for you upon Order” or “Buck order is available”, in product detail section, we make the bag special for you after we receive the order. When customers purchase these products noted above, please allow approx. 3-7weeks till the product is made and delivery will be completed from the time of the order and payment was confirmed. Look forward the product come on your doorway, we are making everything by hands and our heart!

-How do I track the status of delivery?

Overseas customers (outside Japan) To track the delivery status after the shipment is made, visit FEDEX delivery status search here and enter the tracking number. (After the order has placed and has been shipped out, the customer will receive the tracking number of Fedex from Double Petal.)
https://www.fedex.com/en-us/tracking.html
 
Before the shipment, please contact Double Petal if you have any question about delivery,
 
Japan domestic customers: To track the delivery status, please check at Yamato Transport Co., Ltd. delivery status tracking system link below by entering the tracking number you received from Double Petal.
https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

-How long will delivery take?

International Customers (Outside Japan)
FEDEX International Priority: allow between 2 to three business days between the date of shipment has been made and your date of delivery. This is the fastest delivery of Fedex, however due to the Covid-19 pandemic, the circumstances may change unexpectedly and the delivery may take more time than normal time.
FEDEX Economy (currently only available for EU residents due to Covid-19 influence): allow 5 to 7 day between the date of shipment has been made and your date of delivery.
 
Time of delivery depends on the region of your residence and also the transport of the country of your residing countries. Customs has to be cleared before the delivery is made, and if that takes extra time the shipment may take more than regular delivery time.
 
—–Please note: During covid-19 pandemic, there may be longer time required for delivery than regular time. We appreciate understanding of customers———–
 
Japan Customers
Inside Japan, YAMATO Takuhai Service handle the delivery and will take approximately 1-3days between the date of shipment has been made and your date of delivery, depending on the destination region.

-How much is the cost for delivery?

International Customers(Outside Japan): International delivery will be handled by FEDEX (FEDEX Priority and for EU, FEDEX Economy is also available) and the delivery cost per one item is listed here.
https://www.doublepetal.com/international-shipping-rate/
 
Customers in Japan: Japan domestic delivery cost is listed below. Price is per one item.
https://www.doublepetal.com/inside-japan-shipping-rate/

-Is a signature required for delivery of my order?

A signature is required upon receipt of your package. FedEx only accepts the personal signature of the recipient.

-Can you deliver to P.O. Box or mail box?

For the security reason, we are unable to deliver to P.O. Box or to mail box. In Japan, we do not deliver to Takuhai-box.

PAYMENT

-Do you accept international credit cards?

Of course, we accept international credit cards; When placing your order, you must enter the international billing address that is linked to your credit card.

-What is CVC number of my credit card?

A unique code made up of 3 or 4 digits secures remote sale transactions. This code can be found:
– on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).
– or on front, above your card number. It is made up of 4 digits (American Express, for example).

-Can I make payment by bank wire?

Currently only customers reside in Japan may choose the usage of bank wire. Outside Japan, please use the credit cards.

-How much will be the custom? How do I pay it?

The custom officers in each country determines final price of custom and inform you. It is customer’s responsibility to pay directly to the custom authority of your country of residence.

-Is there tax on the product upon receipt of delivery?

Orders that are shipped to countries outside of Japan may be subject to import taxes, customs duties VATs, other fees levied by the destination country.
The recipient of an international shipment may be subject to such import taxes, customs duties, VATs and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient. For the details please inquire to your country’s tax authority noting that it is “individual import”.
 
We do not charge Japanese consumption tax to the products to ship to outside Japan when customer check out shopping cart. (It is considered as “exporting products” and tax exempt inside Japan).
Products shipped to inside Japan address, Japanese consumption tax will be added on your total amount automatically, when you check out shopping cart.

RETURNS AND EXCHANGE

-Can I return or exchange the item that I ordered?

There are no refunds or exchange available after the product was shipped out.
Only when wrong items were sent or the product was damaged during the delivery, if the customer request within 7days of delivery date to Double Petal and Fedex (and Double Petal send back confirmation of acknowledgement,), your order will be accepted for refund or exchange on retuning in original condition of packaging.
 
As most of our products are only one in the world and handmade from limited valuable Kimono cloth, none of the product is exactly same. Customer can choose same design when the stock is available to exchange. If stock is not available, the customer may either choose refund or making new choice of items and offset the price difference if any by credit card, (If the price of the item chosen is less than originally bought item, Double Petal will reimburse and if the price of new item chosen is higher than originally ordered item, Double Petal will charge the difference to your credit card.).
 
The returned items must be accompanied by all items enclosed to the clutch bag and the original receipt.