Help Center FAQ

All orders are shipped with the Japan Post Mail Services. For each countries there are Japan Post partners.

You can check the list of carriers partners here (External Link).

For orders exceeding $150 USD, we are pleased to offer complimentary shipping. For orders below this threshold, a shipping fee will apply as detailed below:

United States

• Japan Post Standard - $20 USD

Europe / Canada / Mexico

• Japan Post Standard - $9.90

Australia / New Zealand

• Japan Post Standard - $9.90

Asia

• Japan Post Standard - $9.90

South America

• Japan Post Standard - $20 USD

Estimated Transit Times: For most destinations, the estimated transit time is 6 to 9 days when shipped via Japan Post Standard.

Please be aware that the estimated transit times refer only to the travel period from Japan to the destination country and do not include the duration of customs clearance procedures and delivery by partner carriers.

When an order is placed, there are several steps that must be completed before final delivery. Each step takes time and is subject to potential delays.

1 - Fulfilment (1 to 2 days)

Upon receipt of an order, we gather all products, documents, and labels and package them carefully.

2 - Shipping (6 to 9 days)

Once the package is sealed, it is handed over to Japan Post, which then forwards it to Japan Customs for shipment.

3 - Customs Clearance *

Upon arrival in the destination country, the package goes through Customs where all necessary documentation is checked and cleared.

4 - Delivery *

After Customs releases the package, it is dispatched to the delivery company, which will then deliver it to your address.

* Please note that the time required to complete these steps can vary, and we are unable to provide a precise estimate. Typically, it takes 1 to 2 days, but delays are not uncommon.

If you have not received your order within the expected delivery time frame, we apologize for any inconvenience caused and are here to assist you. Please follow these steps:

Check Your Shipping Confirmation: Review the shipping confirmation email that was sent to you. This email contains a tracking number which you can use to check the status of your shipment.

Track Your Package: Visit the website of the designated shipping service and enter your tracking number to check the latest status of your shipment.

Examine Delivery Details: Make sure the delivery address provided during the order process was accurate and complete.

Check with Neighbors or Building Management: Sometimes, packages are accepted by neighbors or building management for safekeeping. We recommend checking with them.

Local Post Office: If the tracking shows that the item has been delivered or is being held, please contact your local post office for more information.

Contact Customer Service: If you’re unable to locate your package through the above steps, please get in touch with our customer service. Provide them with your order number and tracking information, and they will help resolve the issue as quickly as possible.

Our customer service team is committed to ensuring your complete satisfaction and will do everything possible to assist you with missing orders.

Note: There may be instances where packages are delayed due to circumstances beyond our control, such as customs delays or postal service disruptions. We appreciate your patience and understanding in these situations.

Currently we accept all major Credit Cards (VISA, Mastercard, American Express, JCB), PayPal, Apple Pay, Google Pay and Shop Pay.

We also offer local payments Bancontact (Belgium) and iDEAL (Netherlands).

On your bank statement you will see your purchase as: (Buymejapan.com or BUYMEJAPAN.COM)

Absolutely! We encourage our customers to take advantage of special savings by using coupon codes on their purchases. Here’s how you can use them:

Find a Code: Keep an eye on our website, subscribe to our newsletter, or follow us on social media to get the latest coupon codes.

Apply the Code: When you're ready to check out, enter the coupon code into the 'Promo Code' or 'Discount Code' box on the order summary page.

Check for Confirmation: After applying the code, make sure that the corresponding discount is reflected in your total before proceeding.

Complete Your Purchase: Finish your checkout with the discounted total.

Please note that some restrictions apply:

• Coupon codes must be applied at the time of purchase and cannot be added retroactively.
• Promotions and discounts cannot be combined – only one coupon code is allowed per order.
• Coupon codes may have an expiration date, and some may have specific terms and conditions, so please read the details carefully.

If you encounter any issues while trying to use a coupon code, please don’t hesitate to contact our customer service for assistance.

Our displayed prices do not include VAT, customs duties, or other taxes. Here’s what you need to know:

• VAT/Customs Duties: These charges are determined by the customs authorities in your country and can vary depending on the destination.

• Taxes: Any applicable tax rates will also depend on the regulations of your country and are not covered in our pricing.

• Additional Costs: As a customer, you are responsible for any additional import costs, such as VAT, duties, and taxes, which may be levied once your shipment reaches your country.

• Billing: You may be billed for these costs at the time of delivery by the shipping provider or when you pick up your items. We recommend checking with your local customs office for more information on the current charges.

Please keep in mind that understanding and covering these additional fees will ensure a smooth delivery process for your order.

If you have any questions or need further information, our customer service team is available to assist you.

You can change the delivery address as long as your order has not yet been shipped. Please follow these steps to update your delivery address:

Check Order Status: First, verify the status of your order by logging into your account on our website or by checking the confirmation email you received after placing your order.

Contact Us Immediately: If the order status shows that it has not been shipped, contact our customer service team right away with your order number and the new delivery address.

Confirmation of Change: Our customer service team will confirm if the change of address can be processed. If the update is feasible, they will confirm the new delivery details with you.

Please note:

• Once an order has been shipped, we are unable to change the delivery address.
• Changing the delivery address may affect your delivery timeline depending on the location.

For further assistance, please do not hesitate to reach out to our customer service team.

You can add products as long as your order has not yet been shipped.

To do so place a new order with the products you need to add. The shipping fee will be refunded and all products will be shipped as a single order.

Please note that: Once an order has been shipped, we are unable to add new products and the shipping fee will not be refunded.

Yes, you can cancel your order and receive a full refund provided that your order has not yet been shipped. To cancel your order, please follow these steps:

Check Order Status: Verify the current status of your order by logging into your account or referencing the confirmation email you received.

Request Cancellation: If your order status indicates it has not been dispatched, contact our customer service team immediately with your order number to request a cancellation.

Confirmation of Cancellation: Our customer service team will then confirm if your order can be canceled. If it is still within our processing time and has not been shipped, the cancellation will be processed, and a full refund will be issued to your original method of payment.

Please be aware:

• Orders that have already been shipped cannot be canceled. In such cases, you may follow our return policy after you receive your order.
• Refunds can take several days to appear on your statement depending on the payment provider.

If you need any assistance or have further questions about canceling your order, do not hesitate to contact our customer service for prompt support.

If you choose to refuse delivery of your order, the package will be returned to us. Please be aware of the following:

Non-Refundable Shipping: The initial shipping fee paid at the time of purchase is non-refundable. This cost covers the shipping and handling that was incurred to send the order to you.

Return Process: Upon the return of the package, we will process it accordingly. If the items are returned in their original condition, we may refund the cost of the items, but not the shipping fee.

Contact Customer Service: If you are considering refusing your order, or have already refused it, please contact our customer service team immediately to inform them of the situation and to discuss any potential implications.

If your order is returned to us because it was not collected from the local post office or delivery center, here is what you need to know:

Non-Refundable Shipping: The shipping fee that was paid at the time of purchase is non-refundable as it covers the cost of our attempt to deliver your order to you.

Responsibility for Collection: It is the customer’s responsibility to monitor the tracking of the order and to stay informed about its status with local carriers. If an order is taking an unusually long time to arrive, it is possible that it is waiting for collection at a local delivery office.

Re-Delivery: If you wish to have your order re-shipped to you, additional shipping charges may apply.

Refund for Merchandise: Upon the return of the items in their original condition, we may refund the cost of the merchandise, but we cannot refund the initial shipping fee.

Avoiding Future Issues: To help ensure successful delivery, please regularly track your shipment and be prepared to collect it. Additionally, make sure to keep your contact details up to date so that the delivery service can reach you if necessary.

If you have any questions or if there is any way we can assist you with a returned order, please do not hesitate to contact our customer service team.

The refund process usually takes between 2 to 10 business days once we have confirmed the cancellation or return of your order. Here's what you can expect:

Initiation: As soon as the return is received and inspected or the order cancellation is confirmed, we will initiate a refund to your original payment method.

Processing Time: The time it takes for the refund to be processed by your bank or credit card company can vary, but typically it falls within the 3 to 10 day range.

Confirmation: You will receive a confirmation once the refund has been issued on our end. Please note that seeing the refund reflected on your bank statement or credit card account might take additional time based on your financial institution's policies.

If you have not received your refund after 10 business days, we recommend contacting your bank or credit card company for further information.

If they confirm that no pending refunds are in process, please get in touch with our customer service team for assistance.

We deeply apologize for any inconvenience caused by a broken or missing item upon arrival. Despite our stringent quality control measures and constant supervision to prevent such issues, if you find yourself in this situation, please take the following steps:

Document the Issue: Take clear photos or videos that show the broken item or the entirety of your order if something is missing.

Contact Customer Service: Reach out to us as soon as possible with your order number and the visual proof attached.

Review and Resolution: Our customer service team will review the evidence provided and guide you through the resolution process, which may include a replacement, refund, or other appropriate solutions.

Please ensure that you contact us within a specified timeframe (30 days) after receiving your order to be eligible for a resolution. We are committed to ensuring your satisfaction and will work diligently to rectify the issue promptly.

If a product you have ordered is out of stock, here's how we handle the situation:

Partial Shipment: Your order will be shipped with the items that are currently available. We strive to ensure that our inventory is up-to-date and to avoid this situation whenever possible.

Refund for Out-of-Stock Items: The amount paid for any out-of-stock items will not be charged or will be refunded to you if it was included in your initial payment. This refund will be processed to your original method of payment.

Notification: We will inform you promptly if any item in your order is out of stock and provide details regarding the partial shipment and the refund process.

Customer Service: If you have any preferences regarding how you would like us to proceed with your order under these circumstances, or if you have any further questions, our customer service team is here to help.

Absolutely, all of our products are 100% authentic and fresh, sourced directly from Japan.

We take great pride in offering genuine articles and we stand by the quality and authenticity of every item we sell.

Our products are shipped directly from Japan, ensuring that you receive the same quality that is sold in the domestic market.

If you have any questions or concerns about the authenticity of any product, please do not hesitate to contact our customer service team for assistance.

Yes, the safety of our customers is a priority for us. We exclusively sell branded products from reputable companies that strictly adhere to Japanese laws and standards for quality and safety.

These regulations are among the most stringent in the world, ensuring that the items we offer are not only authentic but also safe for our customers.

Should you have any queries or require further information about the safety of any specific product, our customer service team is readily available to assist.