What if my order is lost?

We ask you to keep an eye on your order's tracking (if available) and to get in touch with the local post service, if a shipment is taking considerably longer to arrive than estimated (over 2 weeks for Express, over 4 weeks for Regular or over 16 weeks for Saver). Should this yield no results, please contact our customer support.

If a package appears to have been lost, we will launch an investigation with the Japan Post in order to find out its whereabouts.

Please contact us within 30 days of the usual delivery timeframe, as we may no longer be able to file a claim after this time. 

Please note that the investigation process has no fixed timeframe and can take several weeks or months to complete. 
Compensations or replacements can not be offered while an investigation is still pending or if you chose an uninsured shipping method. 
Reimbursements can only be issued up to the same value as the declared invoice value.