Domestic customers (Japan residents only): We use carriers such as NIPPON POST (Letterpack 510 for small items), SAGAWA EXPRESS and KURONEKO EXPRESS. These carriers are reliable, insured and order traceable. Please note: We may ask for extra postage for island of OKINAWA etc.
International customers: Method of shipping is EMS (Express Mail Service) and Registered Post (For smaller items) only. Customers are responsible for all duties, taxes, and customs fees. However, all items shipped internationally are full insured and traceable Once you notify us of a delivery issue we will work with the postal service to resolve the matter. This can be time consuming so please be patient with us. In all cases the sooner that you notify us of an issue the sooner we can get it resolved for you.
Registered post / ePacket (*conditions): The maximum length of the package can only be 24” (60cm) and the total length, height and thickness of the package cannot be more than 36” (90cm). Additionally, the package cannot weigh more than 4.4 lbs (2 kg) to qualify for ePacket delivery and the package can be insured up to 6,000JPY ONLY. Therefore, please consider if you are ordering the high value item(s).
Shipping cost depends on the size and weight of the items being shipped. Something light but bulky can be as expensive to ship as something small and heavy. This is beyond our control as all the dispatch companies have similar systems. We always try to secure the best deal for our customers!
All EMS services require a signature upon delivery. This means that it is not possible to leave an item without receiving one.
For tracing information and other details about EMS: http://www.post.japanpost.jp/int/index_en.html
Customs (International): The declared value for all orders required to clear customs will be for the total of your store purchase. In other words, we will NOT declare a lower purchase price on the shipping form. Each order will be declared as” Merchandise" and we will not deviate from this practice. Other than that, if you have any specific requirements or requests, there is a message box at the end of the check out form that you can use.
RETURNS/EXCHANGE：We understand that buying Internet-order can be filled with uncertainty. That’s whyAlex’s cycle allow UNUSED/ UNINSTALLED product returns complete with their original boxes and documentation, for any reason up to 30 days after the purchase date. Shipping is at your expense, unless you have received an incorrect item it may be returned for exchange or refund. In an instance where an incorrect item has been received Alex cycle will pay for the return shipping. You must contact us for the correct returns procedure.Any items that you return to us must be by recorded signed for delivery or registered post.We can not take responsibility for items that you post to us that are not sent in this way.This is for your own protection as well as ours.
Due to health, safety and hygiene regulations we will not accept returned items such as jersey, pants, gloves, shoes and helmets. All made to order frames, custom buildwheels and backorder items can not be cancelled.
PLEASE NOTE：There is a FLAT 5% fee (the item(s) cost excluding the postage) for all UNUSED/ UNINSTALLED product returns, which will be reflected in your return credit.In addition, original shipping costs WILL NOT be refunded. To return your UNUSED product, you will need to pay for the return shipping cost back to us. You will also need to return the product in its original box along with all documents and parts.
To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the Japan and so being returned to the sender or taxes being levied. Any additional costs incurred by us through you not following these procedures will be deducted from any refunds owing to you or charged directly to you as appropriate.
Returning goods on a free shipping item(s): We can only refund the item(s) cost minus our shipping cost.
Returning goods on which duty has been paid：If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local Customs Authority. To do this, you will need to show them proof of duty paid and proof of export (e.g. certificate of posting) when claiming your refund. This is strictly a matter between you and your Customs Authorities.
Should you have any further queries on duties payable/refundable, please contact your local Customs Authority.