Question 1

Is there a fee for dropshipping?

Accepted Answer

No. There is no per-order service fee and no subscription — you pay for the goods and for shipping, nothing else. Direct fulfilment from the warehouse to your customer is included, as is our handling of the return authorisation (RMA) process and the liaison with the supplier should a return be required. Return shipping itself remains the Retailer's responsibility, except where the return results from an error on our part — an incorrect item or damaged goods — in which case we cover return shipping and provide a prepaid label.

Question 2

What's the difference between wholesale and dropship?

Accepted Answer

On wholesale orders the Retailer holds stock and manages its own fulfilment, subject to the wholesale minimum. On dropship VAITTO ships direct to your end customer with no minimum order. The dropshipping service is included — there is no additional per-order service fee. Shipping is charged on top at checkout.

Question 3

Is there a subscription?

Accepted Answer

No subscription is required. Wholesale is free to use, with no platform fee, and dropshipping has no per-order service fee; you only pay for the goods and shipping when an order ships.

Question 4

Do catalog prices include VAT and shipping?

Accepted Answer

No. All prices shown in the catalog, on product pages and in your basket are net prices, excluding VAT and excluding shipping costs. VAT (or a reverse-charge exemption where your valid EU VAT ID and billing country match) and the applicable shipping cost are calculated and shown in the order summary at checkout, before you pay.

Question 5

Can I return a wholesale order?

Accepted Answer

Not for change of mind — wholesale orders are final. What is always covered is condition and conformity: if something arrives defective, damaged in transit, or is simply not what you ordered, tell us in writing within 7 business days of receipt and we will replace, credit or refund it after inspection.

Question 6

Can I return a dropship order?

Accepted Answer

Yes, within 14 days of the parcel reaching the recipient. Ask us for authorisation first and we will issue an RMA number; the goods then need to reach us within a further 14 days. They must be unused and complete — tags, box, dust bag, original packaging. Return carriage is yours unless the return is our mistake.

Question 7

Why can't I place a new order?

Accepted Answer

Most likely there is an unpaid charge on your account — an import duty invoiced back to us, an unclaimed parcel, or return carriage. Check the charges section of your dashboard. Ordering resumes once the balance is cleared.

Question 8

Are my shipments insured?

Accepted Answer

Against loss, yes. If a carrier confirms a parcel as lost we claim against them and then either reship at no cost to you or issue a credit. Insurance does not cover damage in transit, delay, or anything outside our reasonable control — for damage, photograph it and contact returns@vaitto.com within 48 hours of delivery. Claims for non-delivery must reach us within 14 days of despatch.

Question 9

Do you ship outside the EU?

Accepted Answer

Yes. We ship worldwide from our EU warehouses. All shipments outside the EU are exports: import duty, consumption tax or VAT, and customs clearance fees are payable in the destination country. Our prices never include these charges.

Question 10

Who pays import duty and taxes on an order to Japan?

Accepted Answer

For wholesale orders, you do, as importer of record. Where you enter your customer's address as the delivery address, your customer is the importer of record and will normally be asked to pay import duty and Japanese consumption tax (10%) to the carrier before the parcel is released. We ship DAP, duty unpaid, and we do not offer DDP. Please make sure your customer knows this before they buy.

Question 11

Does Japan's ¥10,000 duty-free threshold apply to my order?

Accepted Answer

Usually not. Leather goods, footwear and knitted apparel are excluded from Japan's small-value import exemption, and those categories make up a large part of our catalogue. Assume duty and consumption tax will be charged regardless of the parcel value.

Question 12

Can I get zero duty under the EU–Japan trade agreement?

Accepted Answer

Possibly. Goods that qualify as EU-originating under the EU–Japan Economic Partnership Agreement can be imported into Japan at a preferential — often zero — duty rate. Not everything in our catalogue qualifies, because designer goods sold in Europe are frequently manufactured outside the EU. Request a statement on origin in writing before your order ships; it cannot be issued afterwards, and the claim has to be made by you at the point of import.

Question 13

Are prices shown in JPY binding?

Accepted Answer

No. Contracts are concluded and invoiced in EUR. Any JPY figure shown is an indicative daily conversion for guidance only. Your bank's conversion rate and any transfer charges are on your side.

Question 14

Are the goods authentic, and can I resell them on BUYMA or Rakuten?

Accepted Answer

All goods are authentic and sourced from EU wholesale distributors. We are an independent reseller, not an authorised dealer of any brand, and we cannot supply brand certificates of authenticity. Reselling in Japan is a parallel import, which is lawful in principle under Japanese case law, but you are responsible for compliance in your market and for the rules of whichever platform you sell on. Please don't describe yourself as an authorised retailer of any brand.

Question 15

Do the garments have Japanese labels?

Accepted Answer

No. Goods carry the manufacturer's original EU labelling, which includes fibre composition and ISO care symbols. If you sell at retail in Japan, the Household Goods Quality Labelling Act requires Japanese-language composition and care information, and adding that label is your responsibility as importer. Composition data shown on our platform comes from our suppliers and should be checked against the physical garment before you republish it.

Question 16

How do I return something from Japan?

Accepted Answer

Contact returns@vaitto.com first and get an RMA number. The parcel must be declared to customs as returned goods, with a copy of the original invoice attached to the outside. If it is declared as a new commercial import, EU duty and VAT will be charged and deducted from your credit. Return freight from outside the EU is at your cost unless the return is due to our error.

Question 17

What happens if my customer refuses the parcel or never collects it?

Accepted Answer

The parcel comes back to us and a €50 handling fee applies, plus return carriage and any customs charges. If the carrier ultimately bills us more than that, we may invoice the difference once they confirm the final figure — that can take several weeks. Any refund on the original order is issued after those charges are settled. The most common cause is an unexpected import duty bill, so tell your customer up front what to expect.

Frequently asked questions

International Orders & Japan