For Overseas Customers

A simple but high quality design. In the beginning, Tokyo-based graphic designers started to create dog items for their own dogs, and owners who were looking for more fashionable and classy products. Our products are designed in Tokyo and manufactured in Japan, making our customers value our products. Currently, our brand is distributed in specialized dog boutiques in Japan, the United Kingdom and Korea.

We also deal with selected third party goods within a speciality store and online shop in Japan, besides the private label free stitch. It means our brand concept is focused on the suggestion of a lifestyle with dogs and their owners. Depending on your needs, we will aim to carefully create and coordinate a quality lifestyle for you and your dog from our wide range of products.

Quality of life with you! This is our corporate message. Thank you for your continued support.

Order and receipt of goods

STEP 01Order at free stitch online store

Browse or search for the items you want to order and proceed to checkout. Customers ordering goods totalling under ¥50,000 can use a credit card.

STEP 02Automated order acknowledgement email

Our system will email you and us an acknowledgement of your order and an estimated cost. Please check your order.

(At this stage, this confirmation will be Japanese)

STEP 03Confirm stocks and shipping fee

We will check if the item you ordered is in stock and calculate s hipping fee.

STEP 04Order acknowledgement and payment

We will email you with a personalised acknowledgement of your order with the total cost and shipping fees. Please note that the shipping fees will vary depending on your location and package weight.

STEP 05SHIPPING REQUEST

After receipt of the order acknowledgement email, you will have up to five business days to cancel your order if the terms are not satisfactory. If we do not receive any confirmation from you after five business days, we will consider it an acceptance of the costs and of your order and we will proceed to dispatch it. Please note that we can arrange for express delivery for time sensitive orders - please email us with your request upon receipt of your order acknowledgment email.

STEP 06ORDER BILL(PayPal only)

We will email your order bill by PayPal. Payment is due upon receipt of bill.

STEP 07Procedure of payment(PayPal only)

Payment is due upon receipt of bill.

Please follow PayPal instructions.

STEP 08Automated payment acknowledgement email(PayPal only)

PayPal will Eamil us as soon as payment has been confirmed.

STEP 09Preparation of order and shipping

Your order will be dispatched to the designeted address.

STEP 10Shipping tracking number

We will email you with a tracking number when your order is dispatched.

STEP 11Completion

You will receive your order.

  1. * Membership registration is not required.
  2. * Please check the prohibited restricted items for each country.

Cost and Payment

Cost

The cost of items and shipping rates will be charged at the time of purchase.

In addition, import duties and taxes may be levied once a shipment reaches your destination.

Please pay those costs directly to the delivery agents or the customs office upon delivery.

We have no direct responsibility for those charges.

Please contact your customs office for more details.

When you purchase :

product fee + shipping fee + handling charge

Payment method

We accept PayPal

We accept credit card(Visa, Diners Club, MasterCard, JCB, American Express) sent in Japanese Yen.

* We accept credit card payment for orders under ¥50,000.

Anything over ¥50,000 must be paid by PayPal.

Customs duty and other taxes

Customs duty and other taxes may be levied when a shipment reaches your country. If applicable, please pay those costs directly to the delivery agents or the customs office.

Policies on those taxes vary in each country.

Please contact your customs office for more details.

TOTAL ABOUT[1+2] 1. Payable at the of purchase[Product Price, Handing Change, Shipping fee and Insurance] + 2. Payable at the time of delivery[Customs Duty and Taxes]

Shipping

free stitch International Shipping Services are currently available only for registered articles on our service page. Third party goods are not supported under free stitch International Shipping Services.

International Shipping Services

free stitch International Shipping Services are set up for overseas customers who wish to enjoy shopping on free stitch site. Your order will be delivered by door-to-door service.

International orders are generally shipped within three days via insured EMS(Express Mail Service) upon receipt of payment.

Shipping cost is calculated based on the 'EMS charge tables'.

Shipping charges include post and packaging, domestic insurance, shipping and invoicing charges.

No minimum order amount. A ¥1,000 handling fee will apply to orders under ¥10,000.

The number of delivery days depends on your EMS zone.

(You can check rates, insurance charges and schedules here)

You can check the status via Track & Trace.

In case of damage or loss, the actural damage cost will be compensated by EMS insurance.

Please understand that EMS may not be able to ship to certain areas even though they can be selected from the dropdown home page list at payment screen.

For more details about prohibited areas of delivery, please check your country's state of affairs at Japan Post HP.

If the items are too large to send by EMS, we can send by FedEX, DHL or UPS(We select the most reasonable company).

EMS is not available for surface mail.

When you see the order confirmation screen and automatic order acknowledgement email, shipping and handling will be listed in the amount of domestic shipping.

We will email you an exact amount after we check the shipping fee.

When payment is confirmed, we will dispatch it.

We do not accept order cancellations after we have completed the order transaction.

However, we may accept order cancellations if the item(s) are not in stock or take time to restock.

Prohibited and Restricted Goods

Here is the list of prohibited and restricted goods for major countries.

Please ask customs at your destination country.

We are not responsible for any items that may be confiscated.

  • USA
  • Canada
  • UK
  • France
  • Germany
  • Taiwan
  • Hong Kong
  • Korea
  • China
  • Singapore
  • Thailand
  • Australia
  • New Zealand

Return policy

We accept returns for damaged or defective merchandise, and for items sent in error ONLY.

Returned items must be in the same condition as they were sent with their original packaging.

If the item you have received is damaged, please contact us by e-mail with photo attached within 5 days so that we may appropriately deal with the issue.

free stitch will judge the appropriate action to be taken for each situation or type of damage.

Please do not return any products without first contacting us at info@freestitch.jp.

We may not be able to refund unauthorized returned items.

How to use domestic shipping cart for overseas shipping

free stitch online shopping cart system is localized for Japan market at this moment. We apologize for your inconveniences.

Please note that your order is required a few infromation as below:

    1. 1-1. Shipping method: Please choose EMS (only for overseas customers)
    2. 1-2. Recipient's Address: (1) If your Zip Code (郵便番号) doesn't fit our shopping system, just fill in the box with 7 digits 0 in a row such as "0000000" and add your Zip code to the address box (市区町村・番地). (2) Prefectures (都道府県) choices are only for domestic use, so please choose anyone in the choice (Eg; 北海道) and add your Prefecture to the address box (市区町村・番地).
  2. 2. Payment method: Please choose Credit card or PayPal according to the total price of your order.
  3. 3. Phone number: This box accept number only, so please not to add "+" or "( )".
  4. 4. If you have any requirement, please write your request in the Remarks box at the bottom of the page(備考欄).

How to use domestic shipping cart for overseas shipping

Please contact us if there is a problem that can not be solved.

Contact Us