Frequently asked questions
It’s important to us to help you find the answers to your questions and the information you need for your online shopping at JAPAND shop.
Below is a list of our top 10 frequently asked questions. On this page you can also find a menu of other FAQ pages, arranged by topic.
Below is a list of our top 10 frequently asked questions. On this page you can also find a menu of other FAQ pages, arranged by topic.
The top 10 questions
How much does shipping cost and how long will it take?
The shipping cost and delivery time depends on the shipping option chosen. Please find detailed information on our delivery options and prices here.
Has my order been dispatched yet?
You can view the status of your order via your JAPAND account, or contact our customer service team and we will be happy to check for you.
I received a promo code and forgot to apply this to my order, can you help?
Please contact our customer service team and let us know the promo code. If your order has not been dispatched yet, we can still add this to your order from our side.
I did not receive a confirmation mail for my order, did my order go through?
If your order was placed successfully it will displayed in your Japan Centre account under “My orders”. Alternatively, please contact our customer service team and we are happy to check the status of your order and resend the confirmation mail.
Can I cancel an order?
It is possible to cancel your order before it is dispatched. Please contact our customer service team and we will cancel your order immediately. If your order has already been dispatched, you can refuse the delivery or return the order as per our returns policy.
Can I track my order?
Tracking information is available for orders placed with the courier. Once your order has been dispatched you will receive tracking update messages directly via the courier.
The tracking shows my parcel was delivered but I have not received it, what can be done?
Please contact our customer service team and we will investigate the whereabouts of your parcel together with the courier.
I received an incorrect order, what are my options?
If you have noticed that there has been a mistake with your order, please contact us and we will do everything in our power to set this right.
My order arrived damaged, can you help?
Please contact our customer service team with a picture of the damage and we will arrange for a resend or a refund of the item(s) right away.