Shipping (Outside Japan)

What is Global-e?

Global-e is a trusted global e-commerce vendor whose solution allows sun-house.shop to provide the best possible user experience to our international customers. Global-e will be the company that you contract with for any international purchase of sun-house.shop products and will handle and process your payment. Approved international carriers (FedEx | DHL) will deliver your packages.

To read more about Global-e’s terms and conditions, please visit here. Global-e may also collect personal information about you or your transaction. Please visit here to read their privacy policy.

Orders & Shopping

How do I shop at SUN HOUSE Online Store if I’m shipping to a destination outside of Japan?

Outside Japan, SUN HOUSE Online Store is powered in partnership with Global-e. Global-e manages transactions (payments, orders, shipping, etc.).

Select the country where you will be shipping your order from the dropdown in the bottom center. This will change the currency on the website. The prices displayed on the website with your destination include duties, taxes, and other customs fees, except for the shipping fee. However, how duties, taxes, and other customs fees are treated depends on what country you are shipping to. Also, shipping fees are calculated based on the amount of your total purchase at once. You will also have the option to change the language for important information at checkout. (not ready yet)
For more information regarding duties & taxes, please see Duties & Taxes below.

What's the currency when I make my purchase?

We display and collect payments in the local currency when you select your shipping country. You will be charged in the currency listed at checkout.

SUN HOUSE Online Store is not responsible for any currency exchange or other fees charged by your banks or payment processors.

What kinds of payment methods are available to me?

We offer over 150 different payment methods. Major payment methods like Visa, Mastercard, American Express, Paypal, and Diners are offered in over 100 countries along with many other popular local payment options specific to the region. Additional local payment methods are available and viewable upon checkout.

Can I purchase all the items available on SUN HOUSE Online Store?

Not all items will be available globally due to some reasons, such as various laws and rules regarding the import of certain products. We may show that "We cannot export this product outside of Japan" on a certain product page or brand page. Also, if you place the order and we cannot export them to your country, we will contact you by email. If you have any questions, please email sunhouse-onlinestore@sunhouse-hinoya.com.

Duties & Taxes

Are taxes and duties included in my order total?

How duties, taxes, and other customs fees are treated is dependent on the shipping country. Please confirm the information regarding duties, taxes, and other customs fees on the checkout page before you place the order.

Deliveries to some countries are shipped without having to pay additional duties and/or taxes. This means you will not have to pay these fees separately when your order product arrives.

In most countries, you need to prepay duties, taxes, and other customs fees at checkout. SUN HOUSE Online Store guarantees you will not be required to pay any additional cost on delivery when you prepay these fees at checkout.

In some countries, you have to pay duties, taxes, and other customs fees upon delivery. This means you don't prepay duties, taxes, and other customs fees at checkout so you need to pay for those upon delivery. If you refuse to receive your order products upon delivery and those are returned to us, you will be responsible for the shipping costs of the round trip.

How are duties and taxes calculated?

Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination, and the value of your purchase, and are added to your order total in the shopping cart. If you don't prepay duties, taxes, and other customs fees at checkout, you have to pay those upon delivery except in some counties. Duties and taxes are non-refundable for all your orders.

Are duties and taxes refundable on return or exchange orders?

Any duties and taxes paid are non-refundable for all your orders. If you exchange items, you will be charged duties, taxes, and other customs fees again. In this case, you need to pay for them again. Please ask customs in your country if it's refundable.

How are duties and taxes handled for my country when shopping at SUN HOUSE Online Store?

If you are shopping in the following countries, duties and taxes are included, if applicable, and automatically ship with duties prepaid. This means the price displayed includes duties and taxes (the shipping fee is not included). Select the country where you will be shipping your order from the dropdown in the top right corner. We guarantee you will not be charged any additional fees upon delivery.

In the case of the United States or Canada, you may be asked to pay federal taxes and state taxes at checkout.

Countries where duties and taxes are included

United States, Canada, Australia, New Zealand, United Kingdom, Sweden, Switzerland, Ireland (Republic of), Germany, France, Italy, Netherlands, Spain, Belgium, Greece, Austria, Portugal, Finland, Cyprus, Luxembourg, Slovak Republic, Estonia, Lithuania, Latvia, Slovenia, Poland, Denmark, Norway, Bulgaria, Czech Republic, Croatia, Hungary, Israel, Saudi Arabia, United Arab Emirates, Kuwait, Qatar, Romania, Russia, Mexico, South Africa, Indonesia, Korea (South), Hong Kong, Taiwan, China, Singapore, Malaysia, Thailand, Philippines

Countries where you need to pay duties and taxes on delivery

Except for the countries listed above, you need to pay duties, taxes, and other customs upon delivery. For some countries, you may choose to pay for those at checkout or upon delivery. If you have any questions regarding duties, taxes, and other customs, please ask customs in your country.

Returns & refunds

Can I return items I have purchased at SUN HOUSE Online Store? What items are eligible for return?

We hope that you love the products you have purchased from us here at SUN HOUSE Online Store. But if for any reason you are unhappy with the product you receive, upon receipt of them, you have 7 days to inform us of intent to return by email and a further 7 days to return the item to us: A total of 14 days from receipt of goods.

Please write "Returns" down on the outside of the package and send items in fully original condition to us. "Fully original condition" means unused, unworn, unwashed, not hemmed, unstained items, all labels such as the product's tag, SUN HOUSE's tag, and any other inclusion still attached.

Please take reasonable care to ensure that items are not damaged in transport. Returns that are damaged, altered, or without original labels will not be accepted and will be sent back to you. In addition, we cannot accept "Return" such cases below.

• If the person making the return is different from the purchaser.
• If you don't inform us of the intent to return within 7 days upon receipt of items, or don't send them to us within the following 7 days.
• If an email sent to you from SUN HOUSE Online Store is returned to us with an error message.
• If we are unable to contact you by email (Our emails may have been sorted into your spam mail folder. If you do not receive our emails, please check your spam folder as well.)
• Items you have already used.
• Items you have worn. (Excluding short try-on that maintains the fully original condition.)
• Items that we make decisions you have already used, even though you say you haven't used.
• Items of which original condition is unwashed and you wash.
• Denim, trousers, and any other products, which have already been hemmed.
• Products soiled by customers.
• If you have lost labels or inclusion such as the product's tag, SUN HOUSE's tag, and any other inclusion that are attached when you have received items.
• If your preferred delivery date is more than 7 weeks ahead of the time of your order.
• Sale or markdown items are non-returnable for either exchange or refund.
• Any products purchased outside of the SUN HOUSE Online Store are non-returnable for either exchange or refund.
• When other special reasons arise (e.x. Customers who repeatedly return or exchange items).

You will be responsible for shipping costs back to us. In addition, we will deduct all costs (Shipping fee, etc.) from the total refund of the item. Duties, taxes, and other customs fees are non-refundable. Besides, you need to know the international shipping fee is now extremely expensive due to some reasons such as COVID-19.

If I return an item, can I get a full refund of the amount I paid for the product?

The full amount paid at the time of purchase is not refundable. We will refund the remaining amount after deducting shipping cost (if we supply a returns label, we also minus it) and taxes, duties, and other customs charges from the amount paid. Refunds will be made to the original purchaser's credit card or payment method used at the time of purchase.

We will inform you of the refund amount when you contact us to request a return. Please check the refund amount and agree to it before returning the item. Please note that shipping costs to overseas are currently very high, and the refund amount may be small. Please place your order carefully to avoid returns.

Exchanges

Can I make an exchange from outside Japan?

We hope that the size fits you perfectly. But, if the size doesn't fit you, or you would like to exchange the item you have purchased for another product, upon receipt of them, you have 7 days to inform us of intent to exchange by email and a further 7 days to return the item to us: A total of 14 days from receipt of goods.

SUN HOUSE Online Store will contact you by e-mail to see if we have the size you would like to exchange or if we have the item you would like to exchange. Please be sure to check the email from SUN HOUSE Online Store before shipping your item.

Please write "Exchange" down on the outside of the package and send items in fully original condition to us. "Fully original condition" means unused, unworn, unwashed, not hemmed, unstained items, all labels such as the product's tag, SUN HOUSE's tag, and any other inclusion still attached.

Please take reasonable care to ensure that items are not damaged in transport. Returns that are damaged, altered, or without original labels will not be accepted and will be sent back to you. In addition, we cannot accept "Exchange" such cases below.

• If the person making the exchange is different from the purchaser.
• If you don't inform us of the intent to exchange within 7 days upon receipt of items, or don't send them to us within the following 7 days.
• If an email sent to you from SUN HOUSE Online Store is returned to us with an error message.
• If we are unable to contact you by email (Our emails may have been sorted into your spam mail folder. If you do not receive our emails, please check your spam folder as well.)
• Items you have already used.
• Items you have worn. (Excluding short try-on that maintains the fully original condition.)
• Items that we make decisions you have already used, even though you say you haven't used.
• Items of which original condition is unwashed and you wash.
• Denim, trousers, and any other products, which have already been hemmed.
• Products soiled by customers.
• If you have lost labels or inclusion such as the product's tag, SUN HOUSE's tag, and any other inclusion that are attached when you have received items.
• If your preferred delivery date is more than 7 weeks ahead of the time of your order.
• Sale or markdown items are non-returnable for either exchange or refund.
• Any products purchased outside of the SUN HOUSE Online Store are non-returnable for either exchange or refund.
• When other special reasons arise (e.x. Customers who repeatedly return or exchange items).

Are there any additional fees for exchange?

You will be responsible for round-trip shipping costs back. Also, SUN HOUSE Online Store will send the bill regarding the reshipment fee. The reshipment fee includes the shipping fee, customs duties (if applicable), and other customs fees (if applicable). Besides, you need to know the international shipping fee is now extremely expensive due to some reasons such as COVID-19.

After the product arrives at our company, we will reship the replacement product as soon as payment for the bills is confirmed. In addition, duties, taxes, and other customs fees you paid at the time of initial purchase are non-refundable.

Shipping

What countries do you ship to?

We ship to most countries. However, we regret to inform our customers that SUN HOUSE Online Store is unable to ship to the countries below at this time. In addition to the countries listed, we may not be able to ship for some reason.

Burundi, Eritrea, French Southern Territories, Iran, Iraq, Korea (North), Liberia, Libya, Mali, Mayotte, Niger, Somalia, South Sudan, St. Helena, Syria, Ukraine, Tajikistan, Yemen, Russia

Do you ship to military addresses?

At this time, we cannot ship to the military address, APO | FPO.

Do you ship to P.O. Box addresses?

At this time, we cannot ship to international P.O. Box.

What carrier do you use for international shipping?

We currently ship globally with DHL Express and FedEx. We ship to some countries listed below with FedEx. For other countries, we ship with DHL.

[Shipping with FedEx]
United States, Canada, Mexico, Australia, New Zealand, Hong Kong, Israel, Singapore, Malaysia, Thailand, Philippines, UAE, Russia(Not available at this time)

How much does international shipping cost?

International shipping rates vary depending on the total value of the items purchased at one time and the country of delivery. Shipping rates will be automatically calculated at checkout. In addition, if you purchase more than a certain amount at one time, international shipping cost is free. A certain amount varies depending on the country. Please check the shipping rate on the checkout page.

Some country examples regarding shipping costs are listed below. Please visit our here for more information on Shipping rates.
*It may differ from the examples below, depending on the area.
*Shipping rates may be changed without notice due to exchange rate fluctuations.

What if I get contacted by customs or the shipping company?

In some cases, the carrier may reach out to request information from you. If they ask you to confirm your address or verify a delivery window, please do so.

How do I track my international order?

We will inform you of a tracking number by email when we ship your items. Look up your tracking number below.
FedExDHL