FAQ - Discovery Japan Mall Skip to search
Bestsellers     New arrivals     33,450 Items

FAQ


Regarding Orders

Is combined shipping possible?

During shared operating hours, combined shipping is possible. However, combined shipping is not possible in the following cases:

*In cases where points accumulated from the first item purchased are used during the purchase of the second item.
*When the two items that you wish to have bundled straddle the International Date Line.
*When the recipient name or shipping information is different for each item.

Can I return an item for a refund?

Refunds will only be given if we reasonably determine that a refund is in order.

Cases for refund include, but are not limited to
The item(s) ordered was/were insufficient.
Products that are different from ordered.
The ordered product was damaged (this depends on the damage, and is covered by the manufacturer's warranty or the logistics company's warranty).

Refunds are usually refunded to PayPal or credit card companies within one week.

I don’t know how to place an order

Please place the desired item in your shopping cart, register as a user, and then place the order. After user registration please select a payment method and shipping method.

Is it possible to cancel an order?

In general, it is not possible to cancel orders, but there are some cases in which it might be possible if the order has not shipped yet. Please contact customer service for details. Also, it is not possible to cancel an order after it has shipped, but it is possible to return it, so please contact the customer service center in such cases.

What is a "Handling Fee"?

A handling fee is an amount charged to a customer on top of the order subtotal and shipping fees. It covers the cost of expenses related to fulfillment, such as warehouse storage cost, shipment cost, and packing cost. Handling fees are charged once per order but not to each individual product in an order.

Regarding delivery
Is it possible to select a delivery company?

No. The shipping company and shipping method used will be determined based upon the geographical location of the recipient. Please understand that it will not be possible to select a specific shipping company.

Can I designate a delivery date?

Yes. However, it takes 2-5 business days for the item to be shipped, so the specified date must be four days in advance.

When will my shipment arrive?

Orders will normally arrive between 1 and 5 business days.
Orders are processed until 2PM, after which the order will be processed the following business day. 

Will I have to pay a tariff when I receive the goods?

A tariff may be applied depending upon the destination country. For details, please search here.

Regarding payment

Can I pay using a credit card?

Yes, this is possible. Major cards like Visa and MasterCard are accepted.

Can I use Chinese payment systems?

Yes, this is possible. You may use UnionPay and AliPay.

Can I pay using an international bank remittance?

Unfortunately, as of this moment we do not accept international bank remittance as payment.

Regarding “My Account”

What is “My Account?”

This allows you to view your order history and edit your delivery or password information.

After placing an order I noticed that my delivery address information was out-of-date. Can I change it using My Page?

No. Changing your delivery address after placing an order will have no effect on the order. If the delivery address or mail address changes after an order has been placed, please contact our customer service center as rapidly as possible.

I forgot my password and I’m unable to log in.

We are unable to view a customer’s password or personal information, so please reset your password.

I requested a password reset but the email didn’t arrive.

Normally, you will receive an email notification 1-5 minutes after your password reset request, to the email address that you registered with. If you don’t receive an email within 10 minutes then you may be unable to receive mail from us due to your spam settings. It may be necessary for you to set your email settings to allow mail from our domain to be delivered to you. Please refer to the “Domain Settings” section to allow mail from our domain, and then request the password reset mail again.

Can I change my email address?

Please change your registration information using My Page. If you change your email before placing an order then the new email address will be reflected in your next order. If you change your email address after placing an order then please contact the customer service center as rapidly as possible.

How can I confirm my accumulated points?

Your “My Account” contains a point history page on which you can confirm your currently accumulated points. However, points can only be used when the settlement is made in Japanese yen.

Contacting us by email

First, please refer to the FAQ above. Your questions may have been answered already there. If you still cannot find the answer to your question, please contact us by clicking the button below and filling out the contact form.