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📣 NOTE: The Air mail shipping method to American and Australia will be temporary suspended from 1st November, 2021 🙇‍♂️
📣 NOTE: The Air mail shipping method to American and Australia will be temporary suspended from 1st November, 2021 🙇‍♂️

FAQ

First-Time Users

About Japan With Love

Japan WIth Love is an online shopping site that delivers Japanese products all over the world.

At Japan With Love store, we sell products with the most dedicated service to customers.

Do you worry about the purchase, price, quality of Japanese products? Don't worry, we send Japanese items to the rest of the world and makes sure the product you hold in your hand is Japanese standard with reasonable price.

An Important Update about COVOID-19

Due to the uncertainty of recent global events and the impact of COVID-19, many of our community have reached out to us with questions. We hope to provide our community with updated, accessible information regarding our situation during this global crisis.

And here is the link for your reference: Regarding COVID-19 Corona Situation

General Questions

The shipping status has not updated.

Please allow up to 24 hours for the shipping status to update.
In addition, shipment and delivery of orders may be delayed due to order congestion, product shortages, weather conditions, customs inspection, local postal congestion, etc.
If you have not received a shipping status update for more than a week, please contact Customer Support.

The order has not been dispatched.

Dispatch may be delayed due to a large volume of orders or a shortage of items, but orders should be dispatched within 3 days of the estimated dispatch date.

If the status has not updated 3 days after the estimated dispatch date, please contact Customer Support as we would be happy to look into the issue for you.

The order has been shipped but has not been delivered.

🔲 If your order is stopped at customs

・If the status has not been updated for over a week, the order may be on hold at customs. The package will be returned to Japan after exceeding the holding period, so please contact customs immediately.
・Check that you have not received a telephone call, e-mail, or notification from your local customs agency.
・Customers are asked to contact customs themselves.

🔲 If the tracking information stops updating with your local post office

・If the status has not been updated for over a week, the order may be on hold at the post office. The package will be returned to Japan after exceeding the holding period, so please contact your local post office immediately.
・Make sure that you have not received a missed delivery notice from the post office.
・Customers are asked to contact their local post office themselves.

🔲 If your order was returned to Japan

・If your order has been returned to Japan, please contact us as we would be happy to resolve the issue for you.

 

🔲 Can I get a refund since my order hasn’t arrived?

If you selected a shipping method without tracking and your order gets delayed or lost during transit, we unfortunately cannot offer a refund or reshipment as the status and location of the package is out of our control.

If you selected a shipping method with tracking, please refer to the tracking information included in your order status page. We also suggest contacting your local post office and providing the tracking information to learn more about the whereabouts of your order.

You would be eligible for a refund or reshipment if your order has been confirmed as returned to our warehouse by the carrier. Our Customer Support team will reach out to customers who have had their orders returned to our warehouse and explain what options we have from there.

*With the recent uncertainties surrounding the COVID-19 pandemic and it's impact on global shipping, packages may take longer than usual to deliver. If your order is returned to our warehouse due to COVID-19, it will be reshipped via FedEx Or DHL World Wide Express shipping.

🔲 My package got returned to you! Can I get refunded?

If you suspect your package got returned to our warehouse, please send an e-mail to hello@japanwithlovestore.com and let us know!

If we can confirm the order as returned to our warehouse, we can offer one of two options:

1) Reship your order. Please note however that this will incur additional shipping costs to cover both the return delivery to our warehouse and the reshipment to you.

2) Refund your order, minus the amount originally paid for shipping. If it is determined that the carrier attempted to contact you before returning the package to us, but was unable to reach you, the shipping costs of returning the order to us may be deducted from your refund as well.

Lastly, we always make sure to reach out to customers whose packages have been returned to our warehouse, so you'll hear from us if that's the case with your order.

An item arrived damaged

If you have received a damaged item, please contact Customer Support from the “Contact Us” form on My Page. Please be sure to include photos of the damaged item(s), the shipping box, and all packaging materials.
Also, please do not throw away the cardboard shipping box or protective packaging materials inside as you may need to present them if you are required to submit a damage report.

Why are your prices lower than other shops?

Here are few reasons:

  • We acquire the snacks directly from the manufacturers and we deliver to you directly, eliminating the middlemen usually necessary for similar services.
  • We only apply small margin to our products.
  • If you're looking for Japanese products, you can't really go cheaper than buying from Japan directly. That's why we're here!
Shipping

Here is the link for your reference: Shipping

Returns & Refund

Here is the link for your reference: Returns & Refund