Refund & Cancellation Policy

Damaged, defective or wrong items

If an item arrives damaged, does not work, or is different from what you ordered, email [email protected] or message us on WhatsApp within 7 days of delivery with your order number and a photo of the item and the parcel. We will refund the item or send a replacement at no cost. You do not need to send anything back. For pre-owned cameras, wear that matches the stated condition grade is not a defect; a camera that does not power on or has damage not shown in the listing is.

Lost in transit

Every parcel is tracked. If tracking shows no delivery 45 days after dispatch and Japan Post confirms the parcel is lost, we resend your order or refund it in full, including shipping — even for services that carry no carrier insurance. Parcels marked as delivered by the carrier are considered delivered; please check with your household, building reception or local post office first.

Cancellations and change of mind

All sales are final once your payment is confirmed. We purchase pre-owned cameras and magazine freebies from the shop for your order right after you pay, and we sell food, cosmetics and hygiene products that cannot be resold, so we cannot cancel or refund an order because you changed your mind, ordered the wrong colour or size, or no longer need the item. If you contact us immediately after ordering and we have not yet bought or packed your items, we will do our best to cancel, but we cannot promise it.

Items we cannot supply

If an item sells out in Japan before we can buy it, or a personal-shopper request cannot be fulfilled, we cancel that item and refund it in full, including its share of shipping if the rest of the order no longer qualifies for the same rate.

Parcels refused, unclaimed or stopped by customs

If a parcel comes back to Japan because import charges were not paid, it was not collected, or the address was incomplete, we refund the product price minus the outbound and return shipping costs once it arrives back. If your customs authority refuses or destroys an item that is restricted in your country, we cannot refund it. Import duties and taxes you paid to your customs authority are not refundable by us.

How refunds are paid

Refunds go back to the payment method you used, in the currency you were charged, within 5–10 business days after we approve them (your bank may take a few more days to show it). We refund the amount charged; we do not compensate for exchange-rate differences or card conversion fees.

Coupons

If an order paid with a coupon is refunded in full, the coupon is restored to your account if it has not expired. Partial refunds do not restore the coupon.

Contact

[email protected] · WhatsApp and FAQ on our Support page. Please include your order number (shown in My Page and in your confirmation email).