Oh no! Did your item arrived damaged? Here is how we can help.
The first thing you should do is take a photo of the item in question. Afterward, send in an e-mail to email@example.com and alert our customer support of your issue. (Due to technical limitations, please make sure your photo is less than 1 MB so we can properly receive it)
It's important to let us know of any issues as soon as possible and to not discard any damaged items before taking a photo and contacting us. Sending in a photo with your ticket will help our support staff out a lot to assess your case faster!
Also, if any items have been confiscated or tampered with by Customs, please attach a photo of any notice provided by them.
Minor cosmetic damages, such as small scuffs, will not be refunded. Any products which have slight damage (like a tear in fabric) can receive a partial refund. Any item that is completely unusable (like a shattered mug) can receive a full refund.
All orders are packed in standard quality cardboard boxes custom-designed to meet the criteria imposed by Japan Post and DHL regulations. They should be able to withstand slight weather damage but they are not temperature-controlled and could be susceptible to damage from heavy rain or extreme heat. That being said, we are unable to refund any chocolates, candy, and snacks that have arrived melted.