FAQ

Order

Where do you ship to?
Tsuki Honey ships to most of the countries worldwide. If you can’t checkout because there is no delivery method available to your country, please reach out to support through the contact form.

I’m looking for an item but can’t find it on the website, could you list it for sale?
We have a custom order form. If you’re looking for an item that isn’t listed on the site, don’t hesitate to contact us through this form! We’ll get back to you as soon as possible to let you know if we can obtain it.

My order arrived damaged
Parcels are shipped in perfect condition. However, unforeseen incidents may sometimes occur during transit.
If your order arrived damaged, please contact us with your order number and photos of the damaged items and the package.
We will do our best to resolve the issue promptly.

Can I cancel an order?
Yes, you can cancel your order as long as it has not yet been shipped. To do so, contact us as soon as possible through our customer service by providing your order number.

Can I return a product?
Yes, you can return a product within 14 days of receiving it if you are not satisfied. The product must be in perfect condition and in its original, unopened packaging with all accessories included, without any signs of use, and in resalable condition. Any product that is damaged, incomplete, or has deteriorated packaging will not be refunded or exchanged.
For more information on returns, consult the Terms Conditions.

Pre-Order FAQ

What are pre-orders?
A pre-order is a method of purchasing limited-quantity items that are not yet available in Europe.

How does it work?
Pre-order items are ordered and reserved specifically for you from the manufacturer. Full payment for your pre-orders is made when you place your order.

What is the release date for pre-order items?
The release date for pre-order items is indicated on the product page of the item.
The release date on our website is provided by the manufacturer and is subject to change (without notice) if production is delayed. We cannot be held responsible for any changes to this release date. Since these products are often limited in quantity, pre-ordering is the best way to secure the item upon its release. In case of a stock shortage, we reserve the right to cancel the order and fully refund you for the pre-ordered product.

I received a cancellation notice for my pre-order!
In some cases, pre-order products are limited in quantity from the manufacturer, and we cannot secure the number of pre-orders placed. It may also happen that some products arrive damaged. If this happens, you will be notified, and your order will be canceled and refunded.
If you place an order combining in-stock items and pre-order items, the entire order will only be shipped once all products have arrived at the warehouse. To receive in-stock items as quickly as possible, we recommend placing separate orders for in-stock items and pre-orders.

Can I cancel a pre-order?
Pre-orders are a commitment between you, the supplier, and us. Therefore, cancellation fees of 30% of the order amount will be retained if you cancel during the pre-order period beyond the 14-day reflection period after the order.
Once the order is shipped, no cancellation will be possible.

Backorder FAQ

What is a backorder product?
A backorder product is either an item that is currently out of stock but will soon be restocked or an item available in our catalog that we order from our supplier on demand.

How long before a backorder product is shipped to me?
Backorder products will be shipped once they arrive at our warehouse. Delivery times vary, but it usually takes about a month, although this can change depending on various logistical factors.

What happens if I ordered a backorder product that turns out to be unavailable?
It can happen that a made-to-order product is ultimately unavailable because our supplier has stopped production or for other reasons beyond our control. If this is the case, we will contact you to inform you, and you will receive a full refund.

Can I cancel a backorder product?
Yes, you can cancel your order as long as it has not yet been shipped. To do so, contact us as soon as possible through our customer service by providing your order number.

Secondhand FAQ

What is a Secondhand product?
A Secondhand product is an item which has already belonged to a third party. Its condition varies and will be indicated by grade.

How can I know if a Secondhand item is in good condition?
We carefully inspect each product before listing it for sale to ensure it is in good condition and meets our quality standards. Each item is graded from A to C.

• A: The product is in its original packaging, not sealed but in perfect condition.
• B+: The product is in its original packaging. The original packaging is damaged, and/or the product may have minor wear marks.
• B-: The product is not in its original packaging and may have minor wear marks.
• C: The product is not in its original packaging and has visible wear marks. Parts or accessories may be missing, which will be detailed on the product page.

How are the prices of Secondhand products determined?
The prices of Secondhand products are based on the product’s condition, rarity, and other factors. We strive to offer competitive prices while reflecting the true value of the items.

Why buy Secondhand products?
Buying Secondhand products allows you to acquire items that may no longer be available for purchase new or at a more attractive price.

A product from the Second Life category interests me, but I would like more information.
We define the grade of the product based on its condition, but if you’re missing any details to help you decide, you can contact us via the contact form, and we’ll do our best to assist you.