Shipping policy
Effective date: 21 September 2026
This Policy sets out how Products are shipped for the online store "iolom" (the "Site") operated by arkiment Inc. ("we", "us", "our").
1. Origin and Carrier
All Products are dispatched from Japan.
International orders are shipped by DHL Express. Carriers cannot be selected by the customer.
2. Destinations and Excluded Products
We ship worldwide.
However, we may be unable to ship to certain countries or regions due to import restrictions, carrier service limitations or other circumstances.
Products containing alcohol (such as room sprays) and lighters cannot be shipped internationally due to air transport regulations.
If we are unable to fulfil your order for such reasons, we will notify you and issue a full refund.
3. Processing Time
In-stock Products are dispatched within 3 business days of order and payment confirmation.
Made-to-order Products require approximately 4 to 6 weeks for production. The exact lead time will be advised individually after your order.
Weekends, public holidays and our closure days are not counted as business days.
4. Estimated Delivery Time
Once dispatched, delivery typically takes around 7 days. Depending on the destination, delivery may be as fast as 2 days.
Delivery times are estimates only and are not guaranteed. They may vary due to customs clearance, weather conditions or carrier operations.
5. Shipping Charges
Shipping charges are calculated based on the weight of the Product, its volumetric weight (derived from the outer carton dimensions) and the destination. Charges are displayed before you confirm your order.
Where the volumetric weight exceeds the actual weight, the volumetric weight is used. Larger items such as vases and objects may therefore incur higher shipping charges.
Where multiple Products are ordered together, shipping charges are calculated based on the combined weight and dimensions of the consolidated package.
6. Free Shipping
Free shipping applies to domestic shipments within Japan only.
International orders incur shipping charges regardless of order value.
7. Tracking and Receipt
A tracking number will be sent to you by email once your order has been dispatched.
It may take up to 24 hours for tracking information to become available after collection by the carrier.
A signature is generally required upon delivery.
8. Customs Duties and Import Taxes
You are the importer of record in the destination country.
All customs duties, import VAT or sales taxes, clearance fees, carrier advancement fees and any other charges arising upon importation are payable by you, in addition to the product price and shipping charges.
The applicability and amount of such charges are determined by the laws and customs authorities of the destination country. We are unable to advise these amounts in advance.
These charges are invoiced to you directly by the carrier. Your Product cannot be delivered until they are paid.
9. Refused or Undeliverable Shipments
If a shipment is returned to us because you refuse to pay duties or taxes, are unavailable to receive delivery, or have provided an incorrect address, you are responsible for the outbound shipping cost, the return shipping cost and any storage or handling fees incurred.
We will refund the product price less the above costs.
Where the return costs exceed the product price, we reserve the right to invoice you for the difference.
10. Delivery Address
You are responsible for the accuracy of the delivery address you provide.
Any costs arising from delays, returns or reshipment due to an incorrect address are your responsibility.
We do not ship to PO boxes, freight forwarders, or temporary addresses such as hotels.
11. Risk of Loss
Risk of loss passes to you upon delivery of the Products to the carrier.
12. Shipment Insurance
International shipments are covered to the extent of the shipment insurance arranged by us.
In the event of damage or loss in transit, we may request information from you in order to process the insurance claim.
13. Delays
We are not liable for delays caused by customs clearance, weather, natural disasters, carrier operations or any other circumstances beyond our reasonable control.
Orders cannot be cancelled or refunded on the grounds of such delays.
14. Lost Shipments
If your order does not arrive, please contact us within 30 days of the dispatch notification.
Investigations into delivery status are conducted by the carrier. We will initiate an investigation; however, we are unable to take action where tracking records show the shipment as delivered.
You may be asked to contact the carrier directly based on the tracking information provided.
15. Split Shipments
Where you order multiple Products, we may ship them separately depending on stock or production status.
No additional shipping charge will be applied for split shipments.
16. Changes and Cancellations
Changes to the delivery address and order cancellations are accepted only before dispatch preparation has commenced.
Address changes after dispatch may be possible where the carrier permits, but any associated fees are your responsibility.
Made-to-order Products cannot be changed or cancelled once production has commenced.
17. Restricted Materials
Products made with certain materials may be subject to import restrictions in the destination country.
Where applicable, any required procedures and associated costs are your responsibility. We are not liable where importation is refused or the Product is seized.
18. Contact
For any questions regarding shipping, please contact us via the contact form on the Site or at:
arkiment Inc.
1-7-12 Shinmachi, Setagaya-ku, Tokyo 154-0014, Japan
Telephone: +81-3-5799-4033
Email: info@iolom.jp