Frequently Asked Questions

Here’s how it works: you order, we process, then we ship.

Making your order is real easy! Processing all orders take 2 to 5 working days for Central Japan, and 5 to 8 working days for all other areas.

Here’s the estimated delivery time:
1. Tohoku, Kanoto, Hokuriku, Chubu, Kinki: 1 to 2 working days
2. Hokkaido, Chugoku, Shikoku, Kyushu, Okinawa: 3 working days
3. All other areas outside Central Japan: 2 to 8 working days

Our couriers will make a pick up when your order is ready!

In the event of typhoons and hurricanes, deliveries may be slightly delayed as we prioritise the safety of our delivery Crew. Tracking links will be updated by the courier accordingly.

If you’ve made an incorrect order, please email Customer Care as soon as possible with your order number and we will do our best to help with cancelling your order so you can make a new one!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from oldest to newest to make sure we catch everyone as soon as we can!

If you change your mind after receiving your item, not to worry! Head to our Returns page to submit a return request and we will pop an email to ya once we have reviewed it! All exchanges are processed in the same way as returns.

Should you be looking to mail back your item to us, be sure to mail it within 7 days of submitting your online return form. Once your order reaches us, allow us 3 to 5 working days to process all BTV Shopping Credits to ya!

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from oldest to newest to make sure we catch everyone as soon as we can!

On the product page, click on the blue tab that says “Notify Me" for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

We provide door-to-door delivery service within Japan.

Processing all orders take 2 to 5 working days for Central Japan, and 5 to 8 working days for all other areas. Delivery is complimentary for orders ¥12,000 and above. For orders below ¥12,000, delivery is ¥500.

The Crew will process orders between Monday to Friday. The Crew will be out of the Studio on Public Holidays in Japan and will be back to packing parcels soon after!

Beyond The Vines is not liable for parcels that are lost in transit once transferred to our partner couriers, should you run into any issues with your parcels, please do reach out to Customer Care.

*In the case of hurricanes or typohoons, parcels may be slightly delayed!

•During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

Here’s how it works: you order, we process, then we ship.

Making your order is real easy! Processing all orders take 2 to 5 working days for Central Japan, and 5 to 8 working days for all other areas.

Here’s the estimated delivery time:
1. Tohoku, Kanoto, Hokuriku, Chubu, Kinki: 1 to 2 working days
2. Hokkaido, Chugoku, Shikoku, Kyushu, Okinawa: 3 working days
3. All other areas outside Central Japan: 2 to 8 working days

Our couriers will make a pick up when your order is ready!

In the event of typhoons and hurricanes, deliveries may be slightly delayed as we prioritise the safety of our delivery Crew. Tracking links will be updated by the courier accordingly.

Local Delivery within Japan
Local parcels ship within 2 to 5 working days in Central Japan, and 5 to 8 working days for all other areas!

The Crew works hard to pack up your orders, do allow them a little more time during launches, restocks, sales and festive seasons and they'll have your orders with you soonest! We wouldn't recommend making orders online for delivery to a hotel, as the order may not reach you in time.

You’ll get a shipment notification email with tracking as soon as your package ships.

All custom duties and taxes are inclusive on all orders. Not to worry, there will be no added costs when receiving your order!

If your order is within the first few hours of being confirmed and you need to edit your shipping address, please email us.

If your order has been processed and packed up, we are unable to make any changes to your order.

In a few cases, the courier takes 1 to 2 working days to register your shipment status.

You can locate your tracking link for your order in the email notifying you that your parcel has been shipped.

If your tracking number isn’t updating or working at all, please reach out to us as soon as you can. We can give you inside info.

We aren't able to make reservations on all our items.

We do have a blue tab that says "Notify Me" on the product page. Add your email there and you'll know when the item you're eyeing is available! Yay!

Online orders will be packed with one sleeve per parcel to make sure your goodies are protected on their way to you!

If you plan on gifting, we’ve got ya! Tick the box within your shopping cart to request the number of gift wraps you'd like!

Once your order is made, we are unable to make any edits on it. Do drop an email to Customer Care for a request to cancel your order, so that you may go ahead with making a new one with your correct items!

We understand that mistakes can be made! If you need to make changes to your address, please drop Customer Care an email with your order number and full address, we will do our best to catch it for ya!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from oldest to newest to make sure we catch everyone as soon as we can!

If you plan on gifting, we’ve got ya! Gift wraps are complimentary with every order. Tick the box within your shopping cart to request the number of gift wraps you'd like!

For large orders, a maximum of 10 gift wraps can be requested.

If you’ve made an incorrect order, please email Customer Care as soon as possible with your order number and we will do our best to help with cancelling your order so you can make a new one!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from oldest to newest to make sure we catch everyone as soon as we can!

Refunds are only applicable for cancelled orders and will usually take 5 to 10 working days to appear on your statement.

We know that it can be frustrating when you can't view a website properly. If you are having trouble, you may try the following:

- Ensure your web browser is up-to-date.
- Access our website using a different web browser.
- Clear your cookies. This can be done through your internet options.
- If it still isn't working, don't hesitate to contact us!

We're constantly looking for ways to improve—from how our products are made to how they’re priced. Price adjustments reflect our ongoing commitment to offering well-made, thoughtfully designed pieces at accessible prices. Every decision is made with our community in mind, ensuring we bring the best value to our customers.

If you've made a purchase 30 days before a price adjustment, let us know! We'll be happy to offer you the difference in BTV Shopping Credits to use on your next purchase. Do write to us at customercare@beyondthevines.jp and we'd be happy to help!

We're committed to making good design accessible to all. If the items you ordered are not working exactly right for you, we've got you covered!

You get 30 days to take your purchases for a spin in front of your mirror, confidently knowing you can return any item (some exceptions apply) for any reason, provided it is in brand new condition with hang tags securely fastened. We will return the amount to you in BTV Shopping Credits that will be sent to your email, which you will be able to use at any other time at our online store. BTV Shopping Credits are valid for a year from date of return. You may only return your items once (no multiple returns for the same item will be allowed).

We just ask for items to be unwashed, with hangtags still securely fastened.

Returns are not accepted for all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.

Please note that you will need an order number to do any returns or exchanges. Items without an order number will not be accepted. All return shipping charges will be borne by the customer.

For more on exchanges and returns, check out our Returns page!

We do our best to provide an excellent return policy to ease your shopping experience, and here are some things below for you to take note of:

1. If it's beyond 30 days from date of purchase, we're unable to do a return for you.
2. Returns for items received as gifts must be accompanied with the respective receipt or order number. Please work with the gift-giver in this.
3. We are unable to process returns or exchanges on all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.
4. All purchase with purchases orders will have to be returned as an order.

All exchanges are processed in the same way as returns. We make returns as easy as possible. Ensure that your order is within 30 days from date of purchase, with all hang tags intact and the items unused for all returns/exchanges!

For a regular return:
Please head to our Returns page to complete your return.

(1) You’ll receive an email with the return address, along with the required return steps to follow.
(2) Label your item with your order number and have it securely packed .
(3) Have it mailed back to us using registered postage! Please note that return shipping costs will be bourne by the customer.

Once your return is received, allow the Crew 3-5 working days to check your items and process a return in Shopping Credits to you, these are valid for a year and will be sent to your email and you may use them towards something else you prefer!

For a return of a defect item:
Please drop us an email at customercare@beyondthevines.jp with your order number and some photos of the items you may be having trouble with.

(1) You’ll receive an email with the return address, along with the required return steps to follow.
(2) Return delivery is on us!
(3) Label your item with your order number and have it securely packed.

Oh no! If you’ve received a defective product, reach out to us at customercare@beyondthevines.jp. We’ll send you a special set of return instructions — and don’t worry, return shipping will be covered by us! Once your item reaches us, we’ll inspect it. From there, we’ll process your refund or issue your shopping credits accordingly. This process may take 3-5 working days.

If you’re looking to return your purchase with purchase items, it will have to be returned as an order.

For example, if you purchased the Colourblock Micro Dumpling Bag, we'll require for it to be returned together with the Teeny Tiny Micro Mini Dumpling Bag in your order.

You may swing by BTV Design Store or head to our online return portal here to proceed with your exchange / return request.

Beyond The Vines is not affiliated with any marketplace, neither do we partner with online distributors or third party retailers to sell our products.

We’re not able to process returns or exchanges or assist with orders not placed through our official stores.

You can find original Beyond The Vines products retailing exclusively at our official website and our retail stores here. Your order will follow with a confirmation email and an order number. If in doubt, do reach out to Customer Care and we’ll be happy to answer your queries!

If you were gifted one of our products but it isn't what you had in mind, you can return your items for BTV Shopping Credits.

All you'd need would be the Gifter's name, order number and the products you’d like to return! Do make sure you head to our Returns page and process your return within 30 days of purchase, with all hang tags intact and the item unused!

BTV Shopping Credits will be issued for returns and expire a year from the day your return is successfully processed. You'll have time to browse and make your decision! To find out the expiry date of your Gift Card and Shopping Credits, click into the email and on the bottom that says "View your Gift Card/Shopping Credits".

Purchases using BTV Shopping Credits will not be awarded points.

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3 to 7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

Purchases made with the first-time customer discount are not considered a sale item, and you may choose to exchange or return it for BTV Shopping Credits within 30 days from the date of purchase.

Please note that the first-time customer discount is a one-time use discount, and will only apply to the new item being exchanged for, if the price and style remain the same. The discount will not apply to exchanges to a different item, or any price change. If you do a return in BTV Shopping Credits, the discount will not be applicable during your next purchase. Any differences in amount will have to be topped up via our regular payment methods.

All sale items purchased are not eligible for returns or exchanges. Kindly check through all items before purchasing.

We take pride in the design and functionality of our products, and we want them to work for you! Alongside each product is a short description of the style and fit, washcare instructions, and specific product measurements.

If you have any further questions relating to the style, fit, material of specific products, do get in touch with Customer Care – we'll be happy to advise you.

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from oldest to newest to make sure we catch everyone as soon as we can!

On the product page, click on the blue tab that says “Notify Me" for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

Hear about the latest drops through our email newsletter. Or you can catch us on @beyondthevines or @beyondthevinesjapan!

Curious on how to care for your recent purchase? We've got you! Caring for your product the right way helps to maintain the quality and colour of it without compromising anything! You may refer to the 'Washcare' tab of the particular product, on our website, and you're all set!

You can find original Beyond The Vines products retailing exclusively at our official website and our retail stores here. Your order will follow with a confirmation email and an order number.

Beyond The Vines is not affiliated with any marketplace, neither do we partner with online distributors or third party retailers to sell our products.

If in doubt, do reach out to Customer Care and we’ll be happy to answer your queries!

As long as you have an existing account or have registered your email address online or in-store, you're a part of us!

If you have an existing account on www.beyondthevines.com, register again on our Japan website with the exact same email address to use points across regions!

You can register here.

1. Accumulate BTV Points as you spend
2. Receive 100 BTV Points on your birthday
3. Enjoy ¥1000 off your first order with Beyond The Vines with a minimum spend of ¥10,000. This is valid for use on our online store and physical stores located in Singapore and Thailand! Upon successful registration, you will receive an email with a promo code that you may then apply upon checkout. Have a look in your Spam folder if you've yet to spot it!

Please note that first-time customer discount is not extended to exchanges or returns.

BTV Points are our rewards currency, which can be used to offset your purchases. Your personal BTV Points will be reflected on The Vine Club page after logging in.

All BTV Shopping Credits will not be entitled to earn Vine Club points when spent. Points will only be awarded to original orders with no exchanges or returns processed.

Every ¥100 spent on beyondthevines.jp will gift you 1 BTV Point (excluding shipping fees and tax).

You can accumulate your BTV Points and exchange them for discounts on your order in the following denominations: ¥500, ¥1,000, ¥2,000, ¥5,000 and ¥10,000. There is a minimum spend of ¥500 to redeem BTV Points on your order.

All BTV Points earned can be used in all our online stores and selected retail stores. Please know you'll need to have the same email address used for The Vine Club account to redeem BTV Point across stores.

Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!

When processing a return the amount spent will be returned to you in BTV Shopping Credits. Your BTV Points earned from the initial order will remain in your Vine Club account, as the usage of BTV Shopping Credits will not earn you BTV Points. If a top up is made for an item of more value, points for the balance amount paid will then be credited.

When looking into redeeming your BTV Points, simply add the item(s) you'd like into your cart. You may select the amount of points you'd like to redeem at the checkout page. Be sure to be signed out of your Shop Pay account to be able to view your points at check out!

If you change your mind, go ahead and click the 'x' on the coupon code and your points will automatically be returned to you.

Unfortunately, BTV Points redemption codes cannot be stacked; only one redemption code can be applied at each transaction. Each redemption code has to be fully utilised in one single transaction. Please note that any balance in value is not refundable or exchangeable for cash.

When you arrive at The Vine Club page, you will see the BTV Points you have.

All BTV Points will expire 1 year past your latest purchase, feel free to keep track of your last order via your account profile page!

Your BTV Points should be rewarded immediately but in the event it takes a while, do be patient!

If you’ve not received your BTV Points within 24 hours of purchase, contact us at Customer Care, we'll be happy to help.

BTV Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

Yay, Happy Birthday from the BTV Crew!

Your birthdate needs to be updated in The Vine Club at least 1 day before your birthdate for the points to be automatically credited! Usually Birthday Points will be credited to you in the evening of your birth date!

You may find out more about our ongoing promotions here.

Please note that promotions and discount codes are not applicable on shipping fees.

Double check if the code you received is designed for new customers, our welcome code is a ¥1000 off with a minimum spend of ¥10,000. Do look out for your welcome email in case it lands in your Spam folder.

Only one discount code can be used at a time, please select the discount code you'd like to use and apply it on your order. For orders purchased with a discount code, you will not be able to use any BTV Shopping Credits from The Vine Club.

Should you change your mind and like to return your points, just cancel your selection and the points will be returned to The Vine Club account shortly!

You can complete your purchase using Debit/Credit Cards, or opt for any of our alternative payment methods.

We accept all payment via Shopify payments which would include Visa, Mastercard, JCB, Amex, iDeal and Bancontact.

We are looking into continuously improve our payment providers! Do contact us if you have any feedback.

Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Tax Refunds are not applicable for online purchases.

All sale items are not eligible for returns, exchanges or refunds. Kindly check through all items before purchasing.

Discount codes are not applicable on sale items. You may however, use your shopping credits or BTV Points from The Vine Club for your sale purchases.

Please visit our Stores page to see the list of stores open and which ones are coming soon!

We have more details on our Pop Ups around the world on the page too!