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In case your parcels do not pass the customs control |
Customs regulations vary from country to country. If your parcel got stopped,
one of the following cases might apply:
Your parcel contained a restricted item
-Your parcel will be sent back
The invoice got lost on the way
-Please contact us by Contact Board as we can reissue the invoice
The contents has to be specified
-Please contact your customs authorities for details
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| In case your parcels come back to Japan |
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When you are not at home, you will receive a message from the transport
company. You can either pick up the parcel or get it delivered again. After
a period of about one week (depending on country), the parcel will be sent
back to us. Please make sure you or someone is at home after placing a
shipping request.
If your items get sent back to us, we will ship them again. The following
costs will arise:
In case your parcels come back to us, you will be charged:
EMS-Reshipping cost, Insurance
SEA-Shipping cost for return, Reshipping cost, Insurance
DHL/FedEx-Shipping cost for return, Reshipping cost, Insurance |
We will inform you if your things get returned here.
Please understand that we cannot store returns longer than 30 days. After
this time, the items will be dstroyed or sent back to the sender.
*Import restrictions vary from country to country. Please check with your
customs authorities if you are unsure about an item.
*If you don't receive any message from the transport company and your parcel
is sent back to Japan, please contact Japan Post /FedEx directly with the tracking number
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| About Damaged / Lost / Delayed parcels |
Please read STEP-4 for damaged parcels.
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Please trace your parcel with the Shipping No. which is shown on MyPage.
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| STEP-2 |
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Ask the Shipping Company |
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Please ask your nearest post office (for EMS or SEA) or DHL office with
your Shipping No.
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Tokyo
International Post office
+81-3-5665-4200
Japan Post
TEL +81-570-046-111 (English)
（Free dial
within Japan: 0120-593155）
You can also ask your nearest post
office.
DHL
+81-3-3522-2500
Free call within Japan:
0120-39-2580
Customer service:
| Monday-Thursday: |
8:00-19:00 |
| Friday:
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8:00-20:00 |
| Saturday: |
8:00-20:00 |
| Sunday: |
8:30-14:00 |
| National Holidays in
Japan |
9:00-18:00 |
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| Contact DHL in your
country |
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| STEP-3 |
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Investigation Claim |
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*Jurisdiction of Japanese Postal Service from here ahead
Only EMS (Express Mail Service) / SEA (Sea Mail)
When your parcel dosn't arrive longer than a certain period, the investigation
claim can be done. Please log in "My page", and inform us from
"Contact Board".
Japan Post requests the investigation to the post office in the country
at the destination.
EMS (Express Mail Service)
- when your parcel doesn't arrive for two weeks or more.
SEA (shipping service)
- when your parcel doesn't arrive for two months or more. |
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Insurance can be claimed for lost or damaged items. Please log in "MyPage",
and inform us from "Contact Board".
Damage certificate
EMS / SEA･･･ Please ask the nearest post office from you.
DHL ･･･ Please inquire DHL office in your country.
Declared price + Shipping cost are refundable.
Please note that shipping service charge , optional charges and PayPal
comission are not refundable.
*There is an upper bound for SEA (Sea Mail).
When the declared price exceeds the upper bound, the difference is not
refundable.
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| Insurance |
| EMS(Express mail service) |
Under 20000yen value: free
Over 20000yen value: 50yen every 20000yen
*Shipping fee and shipping charge are not covered by insurance. |
DHL
(Express) |
Under 10000yen value: free
Over 10000yen value: 2500JPY or 1.1% (whichever is greater)
*Shipping fee and shipping service charge are not covered by insurance. |
| SEA(Sea Mail) |
Not available
(Indemnity)
Under 5kg: 11160yen
5kg-10kg: 15170yen
10kg-15kg: 19190yen
15kg-20kg: 23200yen
20-25kg: 27220yen
25-30kg: 31230yen
*Shipping fee and shipping charge are not covered by insurance. |
Middle-sized Sea mail
(Only to the United States) |
5% of the value
*Shipping fee and shipping charge are not covered by insurance. |
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