Help: Delivery Problems

  • Undelivered Orders

Please always contact us first if there is a problem with your order. No matter what the issue is, we will work out a solution with you. Please refer to our problem resolution page here for more information.

In case a shipment could not be delivered due to a wrong address, the package not being claimed or being refused by the addressee, it will be returned to the Distribution Warehouse. To resend undelivered shipments, additional shipping fees will apply. Please refer to our Cancellation and Return Policy in case you are not interested in having your order resent.

A package returned to us by the post office as undeliverable, unclaimed, or refused by the addressee is not an authorized return and as such not eligible for a refund. In addition, shipping costs will not be compensated in the case of a package returned to us by the post office as undeliverable, unclaimed or refused by the addressee.

  • Lost Orders

We ask you to keep an eye on your order’s tracking (if available) and to get in touch with your local post office if a shipment is taking considerably longer to arrive than we estimated (over 2 weeks for Express, over 4 weeks for Regular or over 13 weeks for Saver). Should this yield no results, please contact our customer support at

If a package appears to have been lost, we will launch an investigation with the Japan Post in order to try and find it.

Please note that the investigation process has no fixed timeframe and can take up to 3 months to complete. Compensations or replacements cannot be offered while an investigation is still pending or if you chose an uninsured shipping method.

Reimbursements can only be issued with the same value as the declared invoice value.