Shipping policy

Shipping Policy

Thank you for shopping with Kenta Ishida. We prepare each order by hand at our Tokyo studio so that your dress or knit arrives clean, protected and ready to wear. This policy explains processing times, shipping rates, tracking, incorrect addresses, lost or damaged parcels, garment care, customs and how to reach us.

1. Order processing time

Orders are processed within 1–5 business days, excluding weekends and public holidays. During this time we check the garment, inspect the finish, wrap it carefully and hand the parcel to the carrier. If an unusually high volume of orders arrives, preparation may take slightly longer and we will let you know when a noticeable delay is expected. Orders cannot be combined or changed after this stage, so please review your items and delivery address before checkout.

2. Shipping rates and delivery estimates

Shipping charges depend on package weight, size, destination and the delivery service selected. The final amount is shown at checkout before payment. We do not offer free shipping, and no delivery fee is waived under any promotion. Standard Shipping has an estimated delivery time of 15 business days from the day the parcel is handed to the carrier. Actual arrival can differ because of carrier workloads, customs clearance, weather, transport bottlenecks, local holidays or remote-area routing. The 15-business-day figure is an estimate, not a guaranteed date, and delays outside our control do not qualify for a shipping-fee refund. During busy periods, please order with enough lead time.

3. Shipment confirmation and tracking

Once your order is packed and handed to the carrier, we send a shipment confirmation to the email address provided at checkout. It includes the tracking number and carrier reference. Tracking usually becomes active within 24–48 hours after dispatch, because the carrier needs time to scan the parcel; no movement in this initial period does not mean the parcel is lost. You can follow departure, transit, local sorting and out-for-delivery updates on the carrier's page. Status refreshes at intervals, not in real time. If the number is still not recognised after that window, contact us with the order number and tracking reference.

4. Incorrect address

Please enter an accurate, complete and readable shipping address before payment, including recipient name, street, city, postal code and phone number. Kenta Ishida cannot be responsible for orders delivered to an address entered incorrectly, incompletely or with outdated details. If a parcel returns to us because of an address problem, the customer may need to cover the reshipping fee before a second dispatch can be arranged, and the original shipping charge is not refunded. Address changes after handover follow the carrier's rules and may not be possible.

5. Lost or damaged packages

If a parcel appears lost in transit, contact us within 2 days of the expected delivery date with the order number and tracking reference so we can open a carrier inquiry. If an order arrives visibly damaged, contact us within 24 hours of delivery and send clear photos of the outer packaging, inner packing and the garment, together with the tracking number. Without clear evidence of the condition at arrival, the review may not proceed. Remedies depend on the carrier's findings and the evidence provided and are decided case by case. Please keep the packaging until the case closes.

6. Garment care

Dresses and knits are sensitive to heat, moisture and rough handling. Follow the care label on each piece; where no label is present, we recommend a cool gentle wash or professional dry clean, drying flat in shade and storing folded rather than on a narrow hanger. Do not bleach, tumble dry or iron directly over embellishment, lace or delicate knit stitches. Kenta Ishida is not responsible for damage caused by incorrect washing, drying, ironing, alteration or misuse after the garment arrived in good condition. Inspect your order on arrival while the contact window above still applies.

7. International shipping and customs

Orders may cross borders and pass through the destination country's customs inspection. Depending on the destination, customs duties, import taxes, VAT, clearance fees or other import charges may be applied by the local authority or carrier. These charges are the customer's responsibility and are not included in the product price or shipping fee at checkout. Tariff rates and brokerage fees differ by country and can change without notice. If a parcel is refused, abandoned or unclaimed because the customer declines to pay required charges, it may be returned or destroyed under local procedures and those costs fall on the customer. We declare parcels honestly and do not assist with under-declaration.

8. Contact information

For questions about this Shipping Policy, an order, tracking, delivery or the condition of an item, contact us with your order number, tracking reference and any photos needed. We reply in the order messages arrive; responses may take longer at weekends, on public holidays or during high volume.

Merchant Name: Kenta Ishida
Email: support@kestrelpulse.shop
Business Address: 50-11-604, Koto City, Tokyo 136-0071, Japan
Phone Number: +81 263-62-8027

This policy applies to all store orders, and the version published at checkout when you order governs that purchase.