Return & Refund Policy – Q&A
Q: Do you inspect items before shipping?
A: Yes, we carefully check all items before shipping. If we notice any issues, such as a dented package box, we will inform you before dispatch. All items are shipped brand new and in their original condition as received from our supplier.
Q: Can I return an item if I change my mind?
A: Unfortunately, we do not accept returns due to a change of mind.
Q: What should I do if I receive a defective item or the wrong product?
A: Please contact us via contact@kyosake.com on the same day of delivery and provide clear screenshots or photos of the item and packaging as proof. This will help us process your request efficiently.
Q: Can I return an item that has been opened?
A: Returns for opened items are only accepted if a defect is found after opening. Please check the contents of your order as soon as it arrives.
Q: Can I request for my order to be left outside my door if I am not home, or at the time the deliveryman contacted me?
A: Our deliveryman will follow the instructions from you when trying to deliver the parcel. However, once the delivery has been completed and the items are left at your designated location, we are unable to take responsibility for any loss, damage, or quality concerns arising from weather exposure, temperature changes, mishandling, or third-party interference.
Q: What if my parcel is already with the courier and I am not at home?
A:
If you have purchased sake or other nama sake, please ensure that you are available at home to receive the delivery. Once the parcel has been handed over to the courier, we are unable to change the address or recall the shipment. If you are not at home at the time of delivery, you will need to coordinate directly with the courier to arrange a suitable redelivery time. Not all shipments are eligible for rerouting. When accepted by the courier, they may need additional time to process the request, which can lead to futher delay in the delivery of your parcel. There may also be additional fee charged for this extra handling or redirection fees.
Q: Can I refund if my sparkling sake or Nigori sake bottle shows signs of minor leakage?
A: Certain Sparkling sake or Nigori sake are designed with a pressure-release vent in the cap to manage natural carbonation. As a result, minor leakage may occur during transit due to temperature or pressure changes. This is considered a normal characteristic of the product rather than a defect, and therefore refunds are not applicable in such cases. Thank you for your understanding.
Shipping – Q&A
Q: How long does it take to process and ship my order?
A: After your order is placed, we will process and ship your items within 3-5 business days. Once dispatched, the courier will deliver the parcel to your address according to their schedules. The estimated delivery time is around 4-7 business days, subject to custom clearance.
Q: What should I do if I don't receive my parcel on time?
A: If you do not receive your parcel within the stipulated timeframe, please contact us for assistance.
Q: Can I change my delivery address?
A: Once a parcel has been shipped out, address changes are limited as the package has already entered the courier’s delivery network. Please note that we are the seller, and changes of address after the parcel has been shipped out by us, are subject to courier's acceptance. Not all shipments are eligible for rerouting. When accepted by the courier, they may need additional time to process the request, which can lead to futher delay in the delivery of your parcel. There may also be additional fee charged for this extra handling or redirection fees. In such cases, we will request the customer to cover these additional charges before the courier proceeds with the rerouting.
Q: How is the sake shipped to ensure freshness?
A: To ensure the latest bottling date and the highest quality, most of our sake is shipped directly from Japan and stored and delivered in cold conditions to maintain its freshness and flavor.
Q: Can I specify a preferred delivery date?
A: Yes, you can specify a preferred delivery date and time during checkout. While we will make every effort to accommodate your request, please note that it is subject to stock availability, delivery schedules, and logistics constraints.
Gift Wrapping Service – Q&A
Q: Do you offer gift wrapping for my purchase?
A: Yes, we offer gift wrapping upon request to make your sake purchase extra special.
Q: How can I request gift wrapping?
A: If you would like your sake beautifully wrapped for a gift, please let us know when placing your order.
Q: Are there any additional charges for gift wrapping?
A: Additional charges may or not apply depending on the wrapping style.
Others – Q&A
Q: Why are some products listed at $0?
A: Certain products are displayed at $0 because their prices are subject to current market availability and are confirmed upon inquiry. For limited, rare, or seasonal sake, pricing may vary due to factors such as brewery allocations, import schedules, and currency exchange rates at that point of time. If you’re interested in a product listed at $0, simply contact us with the link of the products and the quantity, and when you require them, and we’ll be happy to provide the latest price and availability.
Q: Can the bundle be itemised with individual prices?
A: Bundle pricing is structured as a single packaged offer rather than as separate items. As such, individual prices are not itemised or disclosed. The quoted price applies to the bundle as presented.
Q: I’ve seen other retailers selling the same products at a lower price. Can you match it?
A: We are happy to review price references prior to purchase. Kindly share the retailer name or direct link so that we can verify the details. Please note that price adjustments cannot be made after a purchase has been completed.
Self Collection – Q&A
Q: I want to self collect...
A: If you're interested in self-collecting, please contact us before placing your order to confirm availability.