Frequently Asked Questions

Do you ship to my country?

Most likely. For various reasons we are unable to ship to a few countries in Africa, South America, and Asia (for example Malaysia and Indonesia) and a few other countries when ordering by credit card. If you do not see your country in the pull down list when checking out then please contact us at international@graniph.com to discuss the possibility of completing your order through PayPal.
Also, if you live in Japan, you'll need to use our Japanese site. If you live in Australia or New Zealand, please us our Australian site. You can find them by clicking on EN, JP, AU at the top right of our top page.

你是否運送到香港?

是。 訂單滿10000日元免費送貨。

Can I order to a Hotel or Guest House?

Yes. But because we can not say exactly when an order will arrive you must take care to ensure that you are staying there for a reasonable length of time, or order well in advance. You must also tell the staff that you are expecting a package. If you have to check out of the hotel before the package arrives you must instruct the staff to decline the package. In that case it will be sent back to us.

How can I pay, and in what currency?

You can pay with Visa, Mastercard or PayPal (we do not charge your account until we ship your order). Payment is in Japanese Yen - please check the approximate amount in your currency and note that most credit card companies charge a small fee (usually around 2%) for foreign currency orders.

When will my order arrive?

Delivery time varies according to geographic location and local customs procedures. But if everything goes smoothly you should receive your package within ONE WEEK of shipment. Packages within Asia and Southeast Asia are particularly quick and may only take 2 or 3 days.
If you do not receive your order within 1 week please contact your local post office or EMS operator with the tracking number provided in the shipping confirmation email that you received.

Can I change my order (add items, delete items, change sizes)?

At the moment we cannot add or delete items or change item size after you have confirmed your order - we can only cancel your order and ask you to reorder (for security reasons we do not keep your credit card information and cannot change your order total after you have confirmed it.

Can I change my shipping address after ordering?

Yes, as long as your order has not been sent to our logistics center which happens on the second business day after your order was placed.
If you have a graniph account you can do this online to ensure the quickest response.
If you don't have an account, you can email us at international@graniph.com with your order code (the one that begins with E_GRANIPH).

Can I cancel my order?

Yes, as long as your order has not been sent to our logistics center which happens on the second business day after your order was placed.
If you have a graniph account you can do this online to ensure the quickest response.
If you don't have an account, you can email us at international@graniph.com with your order code (the one that begins with E_GRANIPH).

Is shipping really free?

Yes, if your order is 10,000 yen (about 4 T-shirts) or more. Orders less than 10,000 yen are shipped for a flat fee of 1,000 yen. Worldwide.

Why is an item available on the Japanese site, but not the Global site?

Due to licensing restrictions some of our collaboration items are only available in Japan and our retail stores abroad, but not on our global website.

Shipping inside Japan & Shipping to U.S. Armed Forces Bases

For shipping to addresses inside Japan please use the Japanese webstore (which you can reach by clicking JP on the top right of our site front page).
Unfortunately we are unable to ship to addresses inside U.S. Armed Forces Bases from either this webstore or the Japanese webstore.

I can’t login and resetting my password doesn’t seem to work!

In case you have done everything else correctly but still can’t login it is possible that the account you have registered with us belongs to a different web store than the one you are trying to login on.
For legal reasons we have three different web stores, and your account might belong to either one of them, they all require a different registered account to use.
If you want to order in Japan, please use the Japanese language store. If you want to order to Australia or New Zealand please use the Australian web store.
For other countries please use the English language web store.
You can reach them by clicking JP, EN or AU on the top right of our top page. It is a little confusing but at the moment it is the best we can do. Sorry.

Which graniph online store should I use?

Good question.
We have three different online stores!
If you want to order in Japan, please use the Japanese language store.
If you want to order to Australia or New Zealand please use the Australian web store. For other countries please use the English language web store.
You can reach them by clicking JP, EN or AU on the top right of our top page.