How much is shipping?
Starting from our August 2020 box, shipping fee ranges from $8.95 to $10.95 depending on the available shipping courier to your country. Visit our Help Center to learn more!
Does the shipping cost cover customs and taxes?
We do not charge customers for customs and taxes fees. Visit our Help Center to learn more!
When does my box ship and how long will it take to arrive?
After the order is placed, your box is immediately prepared and packed (within 3 business days) to be handed over to the shipping courier. The box then will be shipped from the shipping courier within 4 business days. Arrival time varies depending on the shipping method; for DHL, we estimate the box to arrive in 2-5 days after the shipment date and for Priority Shipping, we estimate the box to arrive in 14-28 days after the shipment date. Visit our Help Center to learn more!
What countries do you ship to?
Unfortunately, due to the current COVID-19 issue and limited flights out of Japan, we are not able to ship to all countries. Please check here to see if your country is affected!
Can you ship the box if my country is not listed?
If your country is not listed, unfortunately we are unable to ship to you at this time.
I need to change my shipping address.
To update your shipping address, simply login into your account and update your information by clicking edit on the shipping information tab. The change will be reflected immediately on ALL of your unshipped boxes.
Please note, in an effort to get treats to our subscribers as soon as possible, we begin processing shipments prior to the signup cutoff. As a result, all address updates must be made within 48 hours prior to the subscription renewal date to ensure they are correctly reflected on your shipment.
Visit our FAQ for a step by step guide to change your address.
Do you provide tracking information?
Tracking is already included in the DHL and Priority Shipping method! You will receive the tracking link within your box’s shipping confirmation email.
My box is missing an item or is damaged/broken. What should I do?
In the case an item comes damaged or is missing, please contact our customer support team and we’d be happy to resolve your request. we request a photo of the damaged item with your submission to expedite a resolution.
Validity of a damaged item will be at the discretion of the support agent.
Any damages to the boxes or the packaging of a product will not qualify for replacement if the content is undamaged.
Due to inventory changes, any issues must be reported within 7 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, credit will be applied to your account instead.
I made a mistake with my address information and never received my box.
This, unfortunately, can happen when an address is incomplete or has been erroneously input on the buyer’s side. If the box has been sent back to us due to a mailing mistake on the customer’s end, we will ask you to pay for the reshipping cost.
We also cannot reship a box if we do not receive it back. However, if the mistake has occurred on our end we will accommodate to ensure you receive a new or re-shipped box without any further costs.
Payment & Billing
How do I reactivate my cancelled subscription?
Easy! You can reactivate your subscription via your customer portal (my.yumetwins.com). When you reactivate your subscription, you are immediately charged for the next upcoming box. your Renewal will be that date moving forward for each subscription period – please check your renewal date after reactivation!
Please keep in mind that your subscription will reactivate for the same subscription length as you had when your subscription canceled. If you are interested in downgrading or upgrading before you reactivate, please contact us!
What payment methods can I use?
We currently accept payments through Paypal and all major credit cards. all payments are taken through our secure checkout and we will never share any of your details with third-parties.
Prepaid gift cards and prepaid debit cards also can be processed, however there can be troubles with them going through approval from time to time due to expirations and insufficient balances. Because of this we cannot guarantee that a prepaid cash or gift card, even with a visa attached will always be approved.
Please be sure to check your prepaid balance before enrolling if this payment option is best for you.
When will I be charged?
Immediately after your first order you will receive your initial charge. future payments will be charged on that same day every month (or once every 3, 6, 12 months depending on your plan).
For example, if you were to order and initialize your subscription on january 2nd, you would subsequently be charged on the 2nd of every following month, going forward.
If you forget when you placed your order, just sign in to your customer portal (my.yumetwins.com) and you can find your next renewal date under my subscription.
How do I cancel my subscription?
Sorry to see you go! You can cancel online via your customer portal (my.yumetwins.com) whenever you like. We’ve made cancelling hassle-free so that you can try our subscription service without any stress. If you would like to cancel, log into your customer portal and click the “cancel” button.
You will be sent any remaining boxes per your most recent renewal but will not be charged again moving forward. You will receive a confirmation of the cancellation via email shortly after completing the cancellation process. Please be sure to cancel your subscription before your billing date to avoid renewing your subscription for the next cycle.
I am having a payment error and I cannot subscribe.
Payment error can occur if your credit card has expired. or your balance is insufficient Please use credit cards with valid expiry date.
Am I able to purchase one box, without subscribing?
At this time we are only offering recurring subscriptions. However, you can easily purchase just one box by subscribing and then cancelling your subscription right away. That way you will only be billed for the one month’s box.
What is YumeTwins?
YumeTwins is a monthly kawaii subscription box that delivers high-quality cute plushies and trending super kawaii items straight from Japan to your doorstep.
What do I get in my box?
Each month you will receive a box full of cute Japanese merchandise ranging from plushies, squishies, daily practical goods and kawaii stationery specially curated and hand-picked for you!
All items are licensed merchandise from Japanese brands you know and trust such as Rilakkuma, Sailor Moon, Sumikko Gurashi and more!
To maximize the kawaiiness, each monthly box includes 5 Kawaii merchandise from these categories:
- Bags & Pouches
- Wearable & Accessories
- Squishies & Toys
What can you do at the customer portal?
You can do multiple things at the customer portal such as:
- change your billing/shipping address
- change your payment plan
- cancel your subscription
- reactivate your subscription
When I sign up for a 3, 6 or 12 months plan, is it all charged up front?
Yes. You are charged in advance the full discounted price for your subscription choice.
I would like to receive a free box to review for my blog/youtube channel. Is that possible?
We do offer promotional boxes for review, but they are limited to a certain number that we can send out, monthly.
If you are interested in sharing our product with the world, please contact our support. Please include the name of your blog, monthly statistics and other information that could help us make a decision. please make sure you meet the following requirements:
- your site or channel is related to Japanese culture or beauty.
- your site or channel is established and has consistent views online (unfortunately we cannot work with brand new accounts).
- you are able to verify that you are the owner of the site or channel, either by email from a certifiable email address or messaging directly from your twitter, facebook or youtube account.
We want to help! Contact our support with any questions you still have and we will reply within 48-72 hours!