Frequently Asked Questions
Before Booking
Q: Can I check if my preferred date and time are available for booking?
A: If the calendar for each program on the "Booking" page is selectable, you can click "Request to Book" to submit a booking request. After receiving your request, we will respond within 3 business days to inform you whether your booking can be accepted.
Q: Is my booking immediately confirmed upon application?
A: No, it is not immediately confirmed. It will be considered a request, and it may not always be possible to accommodate your preference. Your booking is confirmed upon our response.
Q: What if I cannot select my desired date on the calendar?
A: This situation may arise if the date is already fully booked, there are no plans for the tour on that day, or the online reception deadline has passed. Please consider another date or program, or contact us via the "Contact" section for further assistance.
Q: I have questions while considering my options.
A: Please feel free to reach out through the "Contact Form". Depending on the program and the nature of your inquiry, it may take a few days to respond.
Q: I didn't receive an auto-reply email after sending my booking request.
A: Several factors, such as your email service settings, security settings, domain-specific settings, or incorrect email address entry in the form, may prevent the auto-reply email from reaching you. Please check the following:
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Have you entered the correct email address?
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Is the email in your spam folder?
If you've entered an incorrect email address, kindly inform us of the correct one through "Contact Form."
Q: What happens if I get injured during the tour?
We are covered by Tour Operator Liability Insurance, so you can join our tours with peace of mind. In the event of an injury during the tour, please go to a hospital promptly with your guide and receive a medical examination.
If the hospital confirms that the injury was due to an accident during the tour, we will cover the medical expenses. However, please note that if the hospital does not recognize the injury as tour-related, we will not be able to cover the expenses.
After Booking Confirmation
Q: I want to change the booked program.
A: For changes in the number of participants, date, time, etc., please contact us directly.
Q: I want to cancel my booked program.
A: Please inform us directly if you wish to cancel. Cancellation is free until 8 days before the tour. For more details, please read our "Cancellation Policy". Our experience tours are authentic and provided by real artisans, monks, and geishas. Cancellations or changes made at the last minute may disrupt their main work. Your booking may have also led to adjustments in their primary jobs. We kindly ask for your respect and consideration for the artisans, monks, and geishas when booking. Thank you.
On the Day of the Experience
Q: What should I do if I'm running late for the gathering time?
A: If you anticipate being late, please contact us as soon as possible using the "Contact Form", email, or the chat service on our website. We will consider possible solutions based on your estimated delay. The contact details are provided in your booking confirmation.
Q: How can I ensure I arrive on time for the gathering?
A: To ensure timely arrival, we recommend the following:
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Check the traffic situation before departure and plan to arrive with time to spare.
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Verify the address of the gathering place and the nearest public transportation options in advance.
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Aim to arrive at least 30 minutes before the gathering time, allowing a buffer for any unforeseen delays.
Q: Is lateness acceptable for private tours?
A: For private tours, slight delays may not affect the conduct of the tour, but it may not be possible to experience all planned activities or the duration of activities may be shortened. If you expect to be late, please contact us as soon as possible as mentioned above.
Q: What is the cancellation policy for being late?
A: Cancellations after the tour has started are not refundable. We request your preparation and planning to avoid being late. For more details, please refer to the "Cancellation Policy" section provided at the time of booking or on our website.
Q: What if I'm late due to unforeseeable circumstances like traffic jams?
A: If you're late due to unforeseeable circumstances and have informed us in advance, we will do our best to accommodate you. However, due to the nature of the tours and the impact on other participants, it may sometimes be necessary to forgo participation. We recommend planning with extra time in mind.
Q: What if I can't find the gathering place?
A: Please contact us directly using the "Contact Form", email, or the chat service on our website. We choose easily recognizable locations like stations for our gathering places, but if you're still unsure, please get in touch promptly.
Q: What happens if I get injured during the tour?
We are covered by Tour Operator Liability Insurance, so you can join our tours with peace of mind. In the event of an injury during the tour, please go to a hospital promptly with your guide and receive a medical examination.
If the hospital confirms that the injury was due to an accident during the tour, we will cover the medical expenses. However, please note that if the hospital does not recognize the injury as tour-related, we will not be able to cover the expenses.
FAQs for Clothing Rental Service
Q: How do I order the clothing rental service?
A: On our website, you can order a package based on the number of nights you’ll be staying. Please don’t hesitate to contact us by email if you have any questions.
Q: What should I do if the hotel/inn where we deliver the clothing rental differs from the hotel/inn where the customer returns the clothing rental to us?
A: Please inform us. We will need the name, address, and telephone number of the hotel/inn to send you a return letter for the courier company.
Q: How do I order when staying in more than one hotel?
A: Firstly, if you are staying at multiple hotels, please understand that the delivery destinations for the rented clothes will also be multiple. It's akin to booking multiple hotels for different days.
For instance, consider a 6-night, 7-day trip (travel starting on July 1st and ending on July 7th) where you stay at three different hotels for 2 nights and 3 days each. In this scenario, the rental wear will have three different delivery destinations. For this, please order the 5-night, 6-day package once. Even with multiple delivery addresses, we will bear the shipping cost.
The reason for ordering the 5-night, 6-day package for a 6-night, 7-day trip is that you must wear your clothes on the final day (day of return). For ordering, input the initial check-in date (in this example, July 1st) as the "Pick up date" and the first hotel's address and phone number as the delivery destination. For subsequent hotels, please notify us of their addresses and phone numbers by emailing info@edokagura.com.
When you select the 5-night, 6-day package on the order page, the "Return date" will automatically be set as July 6th. However, the actual return should be made on the day of checkout, which in this example is July 7th.
The process may seem complex if it's your first time ordering our services. Please feel free to ask us any questions, no matter how trivial. Additionally, we will provide a detailed explanation about the collection and return of the clothes, so rest assured.
Please note that at our online store (Ninja Kotan), the packages are priced per night of stay, hence the ordering process as mentioned previously.
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Q: How can I order on the day of my return home?
A: The most crucial point is the order on the return day to your country. The clothing on the return day will be the customer's clothing. Therefore, please order your clothing rental up to the day before your return date. For example, if you check in on 5 July and check out on 7 July (return date), as shown in Table 1), please order a 1-night/2-days package and return the rental clothing on the check-out day, 7 July (the day you return to your country).
Also, as in the case in Table 2), if you plan to stay at the hotel for 1 night/2 days the day before your return date, you cannot order a clothing rental package. We will send two return bags to Hotel 2, where you will check out on 5 July. You should return clothing when you check out on 5 July (Hotel 2) and when you check out on 6 July (Hotel 3).
Q: What rental items are available?
A: For the time being, we only rent clothing. All our rental clothing comes from the US luxury outdoor brand Patagonia. As you may know, Patagonia is a brand with an ecological, ethical, and fair-trade philosophy. Patagonia donates 1% of its sales to the corporate alliance “1% for the Planet” for the protection and restoration of the natural environment. So, by using our rental service, you can indirectly support this effort.
Q: Can I order different sizes for tops and bottoms?
A: Please contact us once before placing your order. In our online store, you can only order the same size for tops and bottoms. However, if you contact us, we will send different sizes of tops and bottoms to your accommodation.
Q: Can you send clothes anywhere in Japan?
A: Our service is available in almost every area of Japan; wherever courier companies operate, we deliver. Please contact us if you’ll be traveling somewhere that potentially has longer delivery times, such as remote islands. However, someone must be available to receive and return packages to the courier companies. Hotels and inns are fine. Please contact us before ordering if you are sending a clothing rental to a friend's house or for private accommodation.
Q: Will the rental clothing be at my accommodation by the time I check in?
A: We want you to travel with peace of mind, so we deliver your rental clothing the day before you check in, and we send you an email to let you know that it has arrived. In the unlikely event that, due to extreme weather or other unavoidable circumstances, your rental clothing does not arrive at your accommodation before you check in, we will give you a full refund.
Q: I’m concerned about the size of the rental garments. How can I check my size?
A: If there is a Patagonia shop near you, we suggest that you go there to check your size. Note that our rental garments are only available in the Patagonia Regular Fit style (as opposed to Slim Fit and Relaxed Fit). If you are still concerned about the size, there is a plan to send two sizes.
Q: Can I select the rental garments I prefer?
A: No, you cannot select specific styles. We’ll send you a selection of Patagonia clothing in the size you specify for the number of nights you stay. We will send you the most suitable clothing for the climate based on the up-to-date weather forecast for your destination.
Q: How do I return the items once I’m done?
A: You’ll receive a courier delivery slip along with your rental items. Simply place the slip along with the rental clothing in the bag provided and leave it at the hotel reception.
Q: What happens if I lose or accidentally damage rental items?
A: A security bond is a payment made in advance by a customer to cover any costs for which the customer may be liable, such as damage and loss of the rental items. Security bonds can be refunded after checking the rental items. If the items returned to us are irreparably damaged or missing, we will deduct the cost of the damage or loss from the security bond you paid upfront.
Q: When will I get my security bond back?
A: The full amount will be refunded to your credit card within 15 working days after the rental period has ended. 15 working days allow us to receive the rental items and confirm they have not been lost or damaged.
Q: Can I also rent underwear and socks?
A: In the interests of hygiene, we do not rent underwear and socks.
Q: Do you rent out clothes for children?
A: No, we only rent out clothes for adults. We offer sizes XS, S, M, and L for both men and women.
Q: Can I be sure of the quality and cleanliness of the rental items?
A: All items are professionally laundered and stored properly in our warehouse. We also send you a deodorant spray, which is effective against odors, bacteria, and viruses, along with your rental items.
Q: I travel frequently to Japan and prefer to wear my own clothes. Do you have a service for me?
A: We also offer a clothing storage service for frequent visitors to Japan. We send your clothes to your accommodation before you arrive in Japan, and you send them back to us when you check out. We prepare, wash, and store the clothes. Email us to request our clothing storage service.