Return & Refund Policy

A. Return Policy

Japan With Love reserves the right to accept return requests on a case-by-case basis. But we are committed to providing a seamless and customer-centric return process.

1. Return Period

At Japan With Love, we believe in providing our customers with ample time to assess their purchases. As such, you have a generous return window of 30 days from the date of receiving your item to request a return.
Please allow up to 7 business days for us to review your return case. Once your request is accepted, you will have 7 business days to return the goods to us. Upon receiving the item(s) and verifying that it meets all our required conditions, we will promptly process the refund or exchange within the next 7 business days. Kindly note that it may take up to 30 business days for the refunded amount or exchange item to appear in your account or be delivered to you.

2. Our Request When Executing the Return Process

To ensure a smooth return process, we kindly request that returned goods meet the following conditions:
  • Returns must be shipped using registered mail.
  • The product must be in the same condition as you received it.
  • All items must be in their original packaging and securely packed for shipping, complete with all accessories or parts, as in the original order. The customer is responsible for all risks and damages during the return process.
  • There should be no damage or stains on the product (except damage shown in video unboxing).
  • The product must be unused and show no signs of prior use.
  • Include a printed copy of the invoice with your return.
If you cannot meet the above requests, your return request will not be accepted by us.

3. Return Shipping Fees

The customer will have to pay a 2-way shipping fee (the way to the customer's address and the way back to our warehouse) in the following cases:
  • Customers fail to pay import tax in their countries.
  • The customer fails to provide the required documents for the destination country.
  • The address is incorrect.
  • Unclaimed.
Therefore, you should carefully consider “Should I return the goods or not?” because the international shipping fee is a fee worth considering and risks as damages during the return shipping.

4. Reasons for Returns that are Not Accepted

We will not accept returns and refunds from you for one of the following reasons:
  • The product has been used.
  • For “personal feelings” reasons such as: Changing my mind, I don't like the product or the product is not right for me.
  • The product is not sold on Japan With Love.
  • Items with a low shelf life (less than 2 months), perishable products (food, flowers, or plants), and personalized products.
  • Due to allergies, so before purchasing the product, please contact us to check the ingredients of the product.
  • In cases of obvious user abuse, we reserve the right to reject claims of return.

5. Reasons for Returns that are Accepted

Returns for Damaged, Wrong or Defective Items

  • If items in your order are damaged, wrong or defective, we will accept returns. To assist us in processing your claim quickly, we kindly ask that you send us a video of the unboxing process with pictures as detailed as possible by contacting us at support@dearjapanese.com. We will need those proofs to work with the Manufacturer and Process Team.
  • Additionally, please send us your Order Number so that we can check your case more easily. Please note that product damage does not include damage to the product package or box.
  • Damaged, Wrong or Defective products must be returned as an approved return, as requested by our customer service staff, for reimbursement.
  • Upon satisfying the necessary requirements, we will reimburse the full purchase price of the items, as well as the original shipping expenses and any return shipping costs.
  • Please be aware that product damage does not include damage to the product's package or box. Returns are only accepted if the actual products are damaged or defective.
  • However, in cases of obvious user abuse, we reserve the right to reject claims of return.
    Note: Returns by Post Office or Courier
Shipping expenses will not be covered if a parcel is returned to us by the post office as undeliverable, unclaimed, incorrect shipping address, continued absence of the recipient, rejected by the receiver or unpaid import taxes, customs duties and fees levied by the destination country or if the receiver rejects the delivery for any reason. This is because, in the event of returns, we will be responsible for the international shipping charge for your return order. As a result, you will be charged a 2-way shipping fee in those cases.

6. Return Process

 

Step 1: Take Proofs and Send an Email to Our Customer Support

Before initiating a return, kindly review the eligibility criteria to ensure a smooth process. Your claim must meet the following requirements:
  • The return request is made within 30 days from the date of item receipt.
  • The merchandise is in pristine condition, including all parts and components, and in its original packaging.
  • Damaged, defective, or wrongly delivered goods require appropriate proofs, i.e. unboxing videos and detailed images.
If your item meets the eligibility criteria or you have received a damaged, defective, or wrongly delivered product, take relevant proofs, i.e., unboxing videos and detailed images. Please promptly send an email, including a description as detailed as possible, unboxing videos and images described, and proof that shows the item(s) are defective, wrong, or damaged, to our dedicated Customer Support at support@dearjapanese.com. Our team is ready to assist you and address any problems you may have.

Step 2: Review and Accept Return Request

Upon receiving your email, our responsive Customer Support team will assess your case promptly. Please allow up to 7 business days for us to review your return case. If eligible, we will provide you with a return authorization to ensure a seamless return process.

Step 3: Ship the Item

Once you have received the return authorization, carefully package the item, making sure it is secure and well-protected. You will have 7 business days to return the goods to us.
Note: Remember to use registered mail for shipping and include a printed copy of the invoice with your return for smooth processing.

Step 4: Refund or Exchange

After receiving the returned item and verifying that it meets the required conditions, we will promptly process the refund or exchange within the next 7 business days. Kindly note that it may take up to 30 business days for the refunded amount to appear in your account or exchange item to be delivered to you.
To learn more about each detailed refund case, please read our Refund Policy.
We will proceed with your preferred resolution:
  • Eligible returns will be refunded in full to your original payment method or as store credit, based on your preference.
  • In the case of damaged, defective, or wrongly delivered items, we will provide a full refund, including the original shipping costs and any return shipping fees incurred.

Step 5: Enjoy Store Credit (Optional)

As an additional option, you may opt for store credit as a refund method. Our store credit points have no expiration date, avoid fluctuations in exchange rates, and allow you to make future purchases conveniently without any rush.

7. Problem Resolution and Additional Information

At Japan With Love, we understand that unforeseen issues may arise during the shopping experience. When you encounter any concerns with your order, we strongly recommend reaching out to us directly for personalized problem resolution. Our dedicated customer support team is here to guide you through the process, ensuring that all issues with your order are addressed to your utmost satisfaction.
Here at Japan With Love, we take customer service seriously and promise to handle any customer concerns promptly, as outlined in our Policies. To ensure we can help you best, we kindly ask that you avoid contacting your credit card company to dispute charges related to Japan With Love.
Our commitment is to find fair solutions to any genuine customer service issues, whether it's through refunds, reshipments, or discounts – we'll do what it takes! However, we do need to hear from you if something goes wrong.
While we always aim to assist, we do want to mention that we strongly discourage credit card disputes or chargebacks from customers. Taking such actions may lead to limitations on using our service, meaning we won't be able to accept further orders from those customers.
These are the advantages when you contact us instead of using external solutions:
Problem Resolution Japan With Love
Direct Communication Our dedicated customer support team is here to guide you through the entire claims process. We will strive to find a personalized solution that addresses all issues with your order.
Restriction list While we aim to provide excellent goods and service, resolving the issue externally, such as through credit card disputes or chargebacks, will result in restrictions on shopping with us in the future.
No Fees for Return or Replacement We will fully reimburse all shipping costs related to an approved claim return once we have received the returned item(s), and if your items are affected, we may offer a replacement at no additional cost.
Partial or Full Refund Should the order issue not necessitate returning the item(s), we will work with you to reach a satisfactory settlement that meets your needs.
Store Credit For a swift and convenient refund, we offer store credit points. These credits have no expiration date, avoid fluctuations in exchange rates, and can be utilized immediately for your future purchases.
We value each customer's trust and strive to exceed expectations through our return policy. Our primary objective is to ensure your satisfaction with every purchase made at Japan With Love. If you have any further questions or concerns regarding our return policy, please feel free to contact our Customer Service via support@dearjapanese.com. Our team is eager to assist you and address any queries you may have.

B. Refund Policy

Japan With Love reserves the right to accept refund requests on a case-by-case basis. But we are committed to providing a seamless and customer-centric refund process.

I. Notes for a seamless refund process

Please read some of our notes for seamless refund process:
  • Currency, Account and form of Refund Payment: We will issue a refund “in the original currency and payment source used” to complete the transaction. We do not transfer the money to another account or another form of payment. Our refund process is designed to send the funds back to the exact payment source utilized for the initial transaction to maintain security and protect our customers from potential fraud.
  • Fraud Prevention and Abusing Customer Rights: We prioritize the security and well-being of our customers, and as such, we reserve the right not to process refunds for orders with signs of abusing customer rights or fraud. Our commitment is to maintain a fair and ethical shopping environment for all our customers.
  • Refunds without Additional Fees: when a refund is issued, it will cover only the product value or order value without any additional fees (e.g. fees charged by your credit card company when processing refunds). All such fees are the sole responsibility of the customer.

II. Common scenarios lead to refunds

Kindly find below some of the common scenarios in which customers may request refunds:

1. Order Cancellation

Please read our refund policy for order cancellation cases here: Cancellation policy

2. For Orders That Have Not Been Received

There are 2 cases relating to the reason why customers have not received their orders:

2.1 For Orders with a Status of not Updating or Sending Back to us

Loss of Package due to Loss in Transit

Please review the estimated shipment timeframes and missing package trace times first. This will give you an idea of how long it typically takes for a delivery to arrive and how long we must wait before we can assist you in locating your package. Additionally, bear in mind that these times are calculated from the moment Japan With Love ships your purchase, not from the time you place your order. If your tracking information is not updating, please allow that the actual delivery time may be 3-5 days longer than the expected delivery time. So please wait patiently until you receive a call from the carrier. But please note that If a parcel was mailed more than 6 months ago, the postal office will not look for it, although we accept all requests within 30 days after receiving the order.
Hence, if the estimated shipping time has passed, you have not yet received your order, and the order status doesn't update, please follow this instruction:
1) Check the order status carefully one more time.
2) Check your phone for any missing calls.
3) Check with family members, neighbors, or coworkers (if you had the order sent to your work address) to see if they received the shipment on your behalf and forgot to notify you.
4) Check the mailboxes of houses around the area because the shipping party may be a little confusing.
5) Double-check the accuracy of the mailing address you provided us by referring to the order confirmation notice we sent you after placing the order. A small typo can cause significant issues.
6) If you have recently moved, ensure that your old post office has a forwarding address for you.
7) Verify with your local post office or shipping carrier (such as FedEx, DHL, UPS, Japan Post) to determine which shipping method you selected at checkout. Sometimes, the post office or customs may send you a notification card indicating the arrival of your parcel. If you did not receive this notification card, your parcel might be waiting for you at the post office.
8) Verify with your customs agency because, in almost all cases, buyers cannot receive their order because they have not yet paid the customs fee or import tax.
9) If you have exhausted all the above steps and still cannot locate your package, please contact us immediately at support@dearjapanese.com and provide your order number.
Refund Request Processing: Once notified, we will mark the order as "during refund request processing" and we will make every effort to contact the shipping carrier on your behalf. Any compensation, if applicable, will be offered in the form of Store Credit, unless there are special circumstances. Please note that we can only address these issues within 30 days from the date the system marks your order as delivered - the time when the carrier announces that the goods have been delivered to your home, not when you open the package. We always take care to package our products securely to minimize the risk of damage or loss during transit.
Customers Do Not Pay Import Tax
  • Import fees in your country are not our responsibility. This applies to all e-commerce platforms. Please read more about our Customs & Taxes Policy.
  • Due to the high cost of international shipping and you will have to pay for two-way shipping, even the shipping fee may be higher than the order value.
If the non-delivery is due to customers not paying the import tax in their country, we kindly advise you to consider this factor before contacting us for a refund. We will request them to make arrangements for two-way international shipping if they still do not pay the import fees and tax.
No Recipient
In cases where the package is undelivered due to a lack of a recipient at the delivery address, we will notify the customer accordingly.
We will inform the customer of the situation and request them to either arrange for receipt of the goods or make arrangements for two-way international shipping.

2.2 For Orders in "Order Received" Status

If the order is in "Successfully Delivered" status, it means that it has arrived at your home, but for some objective reason, your package is lost due to the fault of the carrier.
Usually, when the customer receives the goods, we will ask for the customer's signature - meaning that you have received the goods, we cannot deal with them. If problems occur in the host country, we have no authority to intervene. You need to take responsibility for your order and proactively contact your local shipping company to resolve the issue. Please follow this instruction:
1) Check the order status carefully one more time.
2) Check your phone for any missing calls.
3) Check with family members, neighbors, or coworkers (if you had the order sent to your work address) to see if they received the shipment on your behalf and forgot to notify you.
4) Check the mailboxes of houses around the area because the shipping party may be a little confusing.
5) Double-check the accuracy of the mailing address you provided us by referring to the order confirmation notice we sent you after placing the order. A small typo can cause significant issues.
6) If you have recently moved, ensure that your old post office has a forwarding address for you.
7) Verify with your local post office or shipping carrier (such as FedEx, DHL, UPS, Japan Post) to determine which shipping method you selected at checkout. Sometimes, the post office or customs may send you a notification card indicating the arrival of your parcel. If you did not receive this notification card, your parcel might be waiting for you at the post office.
8) Verify with your customs agency because, in almost all cases, buyers cannot receive their order because they have not yet paid the customs fee or import tax.
9) If you have exhausted all the above steps and still cannot locate your package, please contact us immediately at support@dearjapanese.com and provide your order number.
We will make every effort to contact the shipping carrier on your behalf. Any compensation, if applicable, will be offered in the form of Store Credit, unless there are special circumstances. Please note that we can only address these issues within 30 days from the date the system marks your order as delivered - the time when the carrier announces that the goods have been delivered to your home, not when you open the package. We always take care to package our products securely to minimize the risk of damage or loss during transit.

3. Damaged, Wrong, Missing or Defective Product

If you receive damaged, wrong, missing or defective item(s), we will accept returns and/or refunds, but it must be within 30 days after the day of shipping to your home.
We request that you provide us with a video of the unboxing process, capturing the moment of inspection with pictures as detailed as possible, describing your problem(s) and your order number through contacting us at support@dearjapanese.com. We will need those proof to work with the Manufacturer or/and Process Team.
In those cases, please take a look at our 30-Day Exchange-Return and Refund Policy:
  • Credit Card: It is essential to understand that Japan With Love does not cover any fees charged by credit card companies or PayPal during the refund process. Any such charges are the responsibility of the customer.

III. Refund Processing Time

For refunds initiated by Japan With Love, the processing time typically takes 1 to 5 business days. However, the exact timeframe may vary depending on your financial institution and payment method. Kindly note that it may take up to 30 business days for the refunded amount to be delivered to you.

IV. Additional Information

Japan With Love does not cover any fees charged by your credit card company during the refund process; these charges are the customer's responsibility.
At Japan With Love, we strive to offer a comprehensive and customer-oriented refund policy to ensure your shopping experience is enjoyable and stress-free. If you have any queries or require further assistance, please do not hesitate to contact our dedicated Customer Support team at support@dearjapanese.com. We are here to assist you throughout the refund process and provide the best possible solutions for your needs.