FAQ
Shipping
Q: Do you ship to the United States?
A: Yes! We ship to the following destinations in the United States:
- U.S. Mainland (48 states)
- Washington D.C.
- Hawaii
- Alaska
All orders are shipped from Japan via international express courier (DHL, FedEx, or Japan Post). Please note that we do not ship to Puerto Rico, Guam, U.S. territories, PO Boxes, or APO/FPO/DPO military addresses.
Important: All shipments are sent on a DDU (Delivered Duty Unpaid) basis. Import duties, taxes, and
Q: How long does shipping take?
A: We offer international express shipping from Japan to the United States. Delivery takes 6-10 business days for the U.S. Mainland and Washington D.C., and 7-14 business days for Hawaii, Alaska.
How much is shipping?
We offer free shipping on all orders to the United States. No minimum purchase is required. Orders are shipped from Japan via international express courier.
Q: Can I track my order?
A: Yes! Once your order ships, you'll receive a tracking number via email so you can monitor your package's journey.
Q: What if my package is lost or damaged?
A: If your package arrives damaged or is lost in transit, please contact us via the contact form within 7 days of the expected delivery date. For damaged items, please attach clear photos of the damaged product and the shipping box. Please keep all original packaging until the claim is resolved.
You do not need to contact the carrier directly — we will manage the entire claims process and issue a replacement or full refund once confirmed.
Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express) .
Q: What currency are prices listed in?
A: All prices are displayed in US Dollars (USD).
Q: Is it safe to shop on your website?
A: Absolutely! Our checkout is secured with SSL encryption, and we never store your payment information.
Returns and Exchanges
What is your return policy?
We accept returns within 30 days of delivery if the item is in the same condition as when it was delivered. Return shipping costs from the United States to Japan are the customer's responsibility.
Refunds will be issued to your original payment method within 7–10 business days after we receive and inspect the returned item. Please note that items showing signs of use, damage, or alteration after delivery may not be eligible for a full refund.
What is your return policy?
We accept returns within 30 days of delivery if the item is in the same condition as received — unworn, unused, with security tags intact and original packaging included. Items marked as "Final Sale" (50% or more discount) are not eligible for return.
Return shipping costs are the customer's responsibility for preference-based returns. If the return is due to an authenticity issue or item damage caused by us, we will cover the return shipping cost.
Refunds will be issued to your original payment method within 5–7 business days after we receive and inspect the returned item.
Do you offer exchanges?
We do not offer exchanges, as all of our items are one-of-a-kind pre-owned pieces. If you wish to return an item, please refer to our return policy. Refunds will be processed to your original payment method within 7–10 business days of receiving the returned item in its original condition.
Products
Q:Are your products authentic?
A:Yes, all items listed on Preloved Elite are 100% authentic. Every product is sourced from Japan's established pre-owned luxury market and has undergone professional authentication prior to purchase. We do not sell replicas, counterfeits, or items of uncertain origin.
Each listing accurately reflects the item's condition (pre-owned/used), and we provide detailed photos and condition notes so you can shop with confidence. If you have questions about a specific item's authenticity or provenance, please contact us before purchasing.
Q: Are the product descriptions in English?
A:Our product listings are in English. Each listing includes the brand name, model or style name, condition (pre-owned/used), and detailed photos from multiple angles so you can clearly assess the item before purchasing.
We prioritize accurate titles and high-quality images over lengthy descriptions. If you need additional details about a specific item — such as measurements, hardware condition, or included accessories — please feel free to contact us before placing your order.
Customs and Taxes
Q: Will I have to pay customs fees or import duties?
A: Yes. Effective August 29, 2025, the United States has abolished the de minimis exemption. All imports to the U.S., regardless of value, are now subject to customs duties and processing fees. These charges are the buyer's responsibility and will be collected by U.S. Customs or the shipping carrier upon delivery. These fees are not included in our product prices or shipping costs.
Q: How much will customs fees be?
A: Customs fees vary depending on the product type, declared value, and your state. For specific information, we recommend contacting U.S. Customs and Border Protection or your shipping carrier.
Customer Support
Q:How can I contact customer support?
A:You can reach our customer support team via the contact form on our website. We respond to all inquiries within 2 business days, Monday through Friday, 10:00 AM – 6:00 PM (Japan Standard Time).
For questions about a specific item's condition, authenticity, measurements, or shipping, we encourage you to contact us before placing your order. We are happy to provide additional photos or details upon request.
Please note that response times may be extended during Japanese public holidays or seasonal closures, which will be announced on our website in advance.
Q:What are your business hours?
A:Our customer support team is available Monday through Friday, 10:00 AM – 6:00 PM (Japan Standard Time / JST, UTC+9). We are closed on Saturdays, Sundays, and Japanese public holidays.
Inquiries received outside of business hours will be responded to within 2 business days. If you are contacting us from outside Japan, please keep the time difference in mind when expecting a reply.