FAQs

Technical Trouble

Q.1 The text comes out garbled.

A.1
Using this site with Windows XP and Internet Explorer 7.0 or higher is recommend.
If you do not have a Japanese font installed on your computer and you wish to use our Japanese site, you will need to install a Japanese font first. Similarly, if you want to use our Chinese site you will need a Chinese font.

Q.2 The window takes forever to change.

A.2
The trouble is probably being caused by your browser's cache. Refreshing the page without using the file saved in your cache should solve the problem. To do this in Internet Explorer, hold down the [Ctrl] key and click on the [Refresh] button in your browser window.
(Do not click the [Refresh] button at the payment screen.)

Q.3 The window just stopped while I was shopping. Why?

A.3
We are very sorry about this, but the window can stop or a page can appear blank when we are experiencing an extremely high volume of traffic. In such case, close the window and access our site again from the beginning. However, please be reminded that when you close the window, any items you had put in your shopping cart will be canceled.

Q.4 The error screen is displayed while I am placing order.

A.4
Click "User Settings Check" at the bottom of our home page and follow the instructions to easily check whether or not you can use our site with your computer.
If there are no problems with your settings, we apologize for the inconvenience but please contact us at info_en@japansquare.com

Q.5 The time-out scree is displayed while I was shopping.

A.5
The server may be busy due to a high volume of traffic. We apologize for the inconvenience, but please wait a while and then try to access our site again.

Q.6 Can I use your site on a Mac?

A.6
We regret that our site is not designed to be used on Mac computers.


Member ID & Password

Q.1 I forgot my member ID.

A.1
Please email info_en@japansquare.com with the following information:

1. Your name
2. Your registered address
3. Your registered email address
4. An order ID (if you have ordered from JAPANSQUARE before)

When we have checked this information with your registered details, we will email you with your member ID.

Q.2 I forgot my password.

A.2
Click the [Login] button at the top right of our home page, enter your registered email address at the "If You Have Forgotten Your Password" section and click [Inform Password]. Your password will be emailed to your registered email address.
(If you do not receive that email, please email info_en@japansquare.com .)

Q.3 I cannot complete my registration!

A.3
Entering double-width characters when single-width characters are required, or entering unnecessary spaces, quotation marks and special characters etc. will prevent you from registering. Please check you have entered your information correctly.
If you are still unsure why you cannot register, please contact us at info_en@japansquare.com

Q.4 Is it necessary to register as a member to order from JAPANSQUARE?

A.4
However, please kindly understand that you cannot accumulate points if you are not a registered member.

Q.5 What kind of benefits can I get if I become a registered member?

A.5
Registered customers can use our shopping point service. Those who wish to receive our newsletter will also receive promotional news about new arrivals, sales etc.

Q.6 I want to change my e-mail address.

A.6
Please use your new address to e-mail us at info_en@japansquare.com for Member ID, old e-mail address and new e-mail address, date of birth and your full name.

Q.7 I want to change my registered information (address or name etc.).

A.7
Please log in and click [Order History] button. On the displayed screen, enter your order date with last digit of western calendar year. If you don't specify the date, all history will be displayed.

Q.8 Can I change my password as often as I like?

A.8
Please log in and click " My Account" button and you can change your password as often as you like on the displayed screen.

Q.9 Is it possible to have several Member IDs?

A.9
We ask that you do not create more than one member ID.
(Creating multiple member IDs simply means that your points are split up between different accounts. Please note that you cannot transfer points between different accounts.)

Q.10 Can I register again with the same email address I used before?

A.10
You cannot register more than once with the same email address. Even if you delete your account, you cannot re-use that same email address to re-register.

Q.11 I don't know my campaign code.

A.11
You do not have to enter a campaign code, so you can simply leave that box blank. However, please note that you will not receive the bonuses from a campaign if you do not enter its code.


Our Product

Q.1I want to know the stock availability.

A.1
Please select color/ size at each item's screen, the stock condition will be displayed. Or you may click [Check stock status and price] button to view the list of stock status for all relating items. We update the stock status frequently; however, the status is changing every second. Please note that there might be possibility that items are shortage, even though the screen shows "In Stock" sign.

Q.2 Will Stock-Out item be replenished again?

A.2
We update stock status everyday. Stock-Out items might come in again.
We recommend you to check the availability frequently. Please note that there will be no restock for sale items.

Q.3 I cannot find the previous items now.

A.3
1. The item may be out of stock. If the stock is avaliable, it will be displayed again.
2. The period of sale may be over. There will be no restock. Please understand beforehand.
For the sales items, there will be no restock.

Q.4 Can I ask to wrap items in several pack for one order?

A.4
Normally, we pack purchased items per order so that we cannot wrap items in several packs.
However, for the case of high-volume order, it may be wrapped in several packs.
We reserve the right to combine multiple orders from the same customer, and ship them together as one unit.

Q.5 How does my order come packaged?

A.5
Items will be packed inside a highly water repellent, sturdy paper bag or cardboard box and then sent. (We ask for your understanding and cooperation regarding the simple packaging.) Fragile or easily-damaged items will be wrapped in packaging materials such as bubble wrap and then sent out.


Q.6 Can I ask to wrap items?

A.6
We do not provide wrapping services as it is possible that the product may be opened at the customs in each country. Please kindly understand that we do not provide a wrapping service for deliveries within Japan as well.

Q.7 Is this item in stock? Please let me know when it will be.

A.7
Due to factors such as order volumes and agreements with suppliers, even items listed as being in stock may sell out before we can fill your order, or may take extra time to be obtained. Please consider the stock availability shown when you order as "probable," and note that occasionally we may not be able to send you an item that was listed as being in stock when you made your order.
In general, items that are in stock displayed, but there are also items displayed that are manufactured after order placement. We will contact you in advance should it take a number of days for your item to be ready. Therefore, if you have any inquiries regarding stock availablity or manufacture time, please kindly contact customer support.

Q.8 Tell me about items I can't return.

A.8
On the information page for some items there is a "No Returns & Exchanges" icon. Items with this icon cannot be returned or exchanged. For more information, please see our Exchanges and Returns page.
Also, we cannot accept the return of exchange of items that have been tried on or used.

Q.9 Can I reserve a currently out-of-stock item?

A.9
Please ask customer service.


Order

Q.1 Are there any countries or regions not accepted orders?

A.1
Countries we ship to are restricted by the operating areas of the delivery services we use. For more information, please click “Help” at the upper left of our home page, then check “Areas We Ship To”.
We cannot deliver food items which are determined as contraband in some countries and regions. We take every possible measure confirming with JP POST about this matter beforehand, but in case we can not deliver the ordered items, we will refund the payment of goods.

Q.2 I want to check the status of my order.

A.2
Login and then click the "Order History" button. This will take you to a page where you can enter the date you made a past order. (Enter the year in Western format.)
If you do not enter a date, your history for the past year will be displayed.

Q.3 I want to check if I succeeded my order or not.

A.3
You may check your order by two ways described as follows.
1."Order Confirmation" should be sent to your registered email address. If you do not receive this email, please contact at info_en@japansquare.com stating with your Member ID, Order ID and your name.
2.Please log in to "My Account" and check your [Order History].

Q.4 I want to check my order history.

A.4
Please log in to "My Account" and check your [Order History]. Please impute the order date in two digits each of year, month, day.
If no order date is entered, your last one year purchase uptill today will be shown.
(Purchase before last year cannot be searched. )

Q.5 I do not receive "Order Confirmation."

A.5
We are suggesting that:
1) your order is not sucessfully accepted.
2) your mail box is over in capacity.
3) you are using a wrong e-mail address for registeration.
4) the mail of order confirmation is in the trash folder automatically.
If you want to confirm your registered e-mail address, please log in and
check "My account". If you are not as the above case, please kindly contact at info_en@japansquare.com

Q.6 I tried to check out many times but I couldn't complete the process

A.6
Each method of payment, credit card, PayPal and Alipay, has its own regulation for payment. For the credit limit and conditions, please contact the related company of payment for details.

Q.7 I want to change the shipping address.

A.7
If you contact us before shipping, we can change the delivery address. However, there may be times where we unable to change the shipping destination country. Please contact info_en@japansquare.com

Q.8 Can I change or cancel my order?

A.8
We begin preparation to ship your order as soon as we receive it. As much of the processing is performed automatically by our computer system, we regret that no changes can be made to your order after we have received it, and that your order cannot be cancelled.

Q.9 There is a shortage item in my order.

A.9
We are very sorry but we will not be able to deliver an item should there be a stock shortage.
Refunds for out of stock items
【Payment by credit card】
We shall NOT charge the shortage item. Please do not worry.
【Payment by Alipay and PayPal】
We shall make a refund of the merchandise cost when delivery. Please do not worry.
If all the items in your order are shortage, your order will be cancelled and full price will be refunded.
It may take from a few days, to the maximum of 10 days for the refund to finish processing. There may be differences in the total amount refunded due to exchange rate differences.
Our customer service will send a mail of "Shortage Notice" for notification.

Q.10 Is there any time that your site cannot be accessed?

A.10
You may not access our site between 7:30am to 7:45am (Japan Standard Time) beause of our server maintenance. We appreciate your understanding.

Q.11 Can I order over the Internet only? What about by phone or fax?

A.11
We only accept orders through our website (from shopping cart)
* We do not accept orders by e-mail, telephone, or FAX.


Payment

Q.1 What are the available methods of payment?

A.1
Below are the methods of payment available for the different languages.
  Credit Card PayPal Alipay
Japanese Yes Yes ×
English Yes Yes ×
Chinese (Traditional) Yes Yes Yes
Chinese (Simplified) Yes Yes Yes
Korean Yes Yes ×

Q.2 Can I pay for my items cash on delivery?

A.2
At present we do not accept cash on delivery payment.Payment can be made by credit card, PayPal and Alipay.

Q.3 Is there a limit to how much I can purchase?

A.3
You can buy up to JPY 3,000,000 per order.

Q.4 What currency will I ultimately have to pay with?

A.4
The currency for payment will be Japanese Yen.

Q.5 What is the exchange rate?

A.5
Please contact your credit card company, PayPal or Alipay to find out the exchange rate they are using.
Please note that the approximate price estimate displayed on the item information pages is intended only to be a rough guide. The rate used to calculate this estimate and the actual rate used when you make your purchase may differ.

Q.6 I want to change the method of payment after making an order.

A.6
If you wish to change your payment method after ordering, please contact info_en@japansquare.com

Q.7 I'd like a receipt.

A.7
Please kindly contact info_en@japansquare.com

Q.8 If my ordered item is out of stock, what will be happened to my payment?

A.8
【Payment by credit card】
We shall NOT charge the shortage item. Please do not worry.
【Payment by Alipay and PayPal】
We shall make a refund of the merchandise cost when delivery. Please do not worry.
If all the items in your order are shortage, your order will be cancelled and full price will be refunded.
It may take from a few days, to the maximum of 10 days for the refund to finish processing. There may be differences in the total amount refunded due to exchange rate differences.
Our customer service will send a mail of "Shortage Notice" for notification.

Q.9 Do I have to pay anything other than the cost of the items?

A.9
As well as the item amount, you will be charged a shipping & handling fee (and special shipping fee for certain items). (For shipment overseas (outside of Japan))
As well as the item amount, you will be charged a shipping & handling fee and consumption tax. (For shipment within Japan)
*Differs depending on details of campaigns.

【Payment】

Q.10 What kind of credit card can I use?

A.10
We accept payment by credit cards, such as VISA, MasterCard, Diners Club, JCB and AMEX.

Q.11 I am not the nominal person on the credit card. Can I still use it?

A.11
We are very sorry, but we will not be able to process your order. To ensure secure transactions, your name must be the name that appears on the credit card.
We reserve the right of cancellation of order without prior notice.

Q.12 Is it safe to use my credit card on your site?

A.12
We use cybertrust Secure Sockets Layer (SSL) technology to encrypt customer’s card number and all other private information. Also, we use Oricon (credit card clearing agency) between credit card companies and us for payment process.
For more information about Oricon, please visit their website at
http://www.orico.co.jp/business/ebiz/ebiz_01.html.

Q.13 I want to know the flow of settlement.
When does JAPANSQUARE charge the payment?

A.13
We will charge your credit card for your order at the time of shipment. For the billing date of your credit card, please contact your credit card company directly.

【About PayPal】

Q.14 Is there a credit limit to how much I can purchase for one order?

A.14
The condition is different according to different customer, please contact PayPal for details directly.

Q.15I had finished the check-out process
but I do not receive "Notification of Payment". What should I do?

A.15
1. The deposit data from PayPal to JAPANSQUARE may need maximum 2 days.
The e-mail of "Notification of Payment" from JAPANSQUARE to customer will be sent after the receiving the deposit data. So please note that e-mail may be delayed .
2. The e-mail of "Notification of Payment" may be regarded as spam mail and cannot reach to you.
If you have made the deposit and no e-mail received after 2 days, please kindly contact at info_en@japansquare.com

Q.16 Can I use e-check for payment?

A.16
We are sorry that you cannot use e-check of PayPal for payment.

【About Alipay】

Q.17 Is there a credit limit to how much I can purchase for one order?

A.17
The condition is different according to different customer, please contact Alipay for details directly.

Q.18 I had finished the check-out process
but I do not receive "Notification of Payment". What should I do?

A.18
1. The deposit data from Alipay to JAPANSQUARE may need maximum 2 days.
The e-mail of "Notification of Payment" from JAPANSQUARE to customer will be sent after the receiving the deposit data. So please note that e-mail may be delayed .
2. The e-mail of "Notification of Payment" may be regarded as spam mail and cannot reach to you.
If you have made the deposit and no e-mail received after 2 days, please kindly contact at info_en@japansquare.com


Shipping

Q.1 How do you ship orders?

A.1
We send your items by international Express Mail Service (EMS), international courier or domestic courier service.

Q.2 What is the Express Mail Service (EMS)?

A.2
Express Mail Service (EMS) means
Speedpost in Hong Kong
EMS in Taiwan
EMS in China
EMS in Korea
Speedpost in Singapore
Express Mail International (EMI) in USA
Xpresspost in Canada
Express Post International in Australia
Airsure® in UK

Q.3 Can JAPANSQUARE ship merchandise by surface mail or airmail?

A.3
We do not send items by sea or regular airmail.

Q.4 What are Shipping and Handling Charges?

A.4
Shipping & Handling fees are charged for each order to cover the costs of processing and shipping. They include EMS shipment fees or international/domestic courier shipment fees and insurance fees etc.
See our Shipping & Handling Fees here.

Q.5 Will my order be subject to other charges in addition to Shipping and Handling?

A.5
Orders containing heavy items are charged an extra shipping charge. This charge is based on the EMS (Express Postal Service) shipping charge. Half that amount is borne by JAPANSQUARE with the other half being the responsibility of the customer. Every unit ordered of an item that has a special shipping charge will incur that charge on top of the basic price. (Even in the event that an order total meets or exceeds a threshold to be eligible for a free shipping and handling campaign, the special shipping charge will still apply.) (For shipment overseas (outside of Japan))
Consumption tax will be charged. (Customers within Japan)

Orders may be subject to import tax, value tax, customs handling fees, and/or delivery fees in some countries or regions. In this case, the Customer (or the recipient if the merchandise is not shipped to the Customer) should be responsible for the payment of any such taxes or fees.
JAPANSQUARE does not charge for these taxes and fees and so they are not included in our shipping and handling charge. Please contact the customs office, post office or delivery company directly for details.

Q.6 What are customs duties?

A.6
Taxes charged by the destination country on incoming goods. Those rates depend on each country. Also they are varied by purchased items.
Customer should be responsible for the payment of for any such taxes or fees.
For more information, please contact the customs office of the country you are concerned about.

Q.7 What happens if I don't pay the customs duties?

A.7
Import tax is subjected to the law of your living country. The importer have the responsibility for paying the import tax. If you refuse to pay the import tax, you cannot get the parcel.
For this case, the parcel will be returned to JAPANSQUARE. In the event that an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling costs. Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.

Q.8 What happens if I refuse to accept an order?

A.8
If you refuse to accept the delivery of an order, or if an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling costs. Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.

Q.9 How long will my order take to reach me?

A.9
We endeavor to ship your order to you within 9 days, counted from the day after your order is placed. Orders are shipped by the Japan Post International Express Mail Service (EMS) or international courier, and you can follow your package's progress using a tracking number. Your order should reach you within 5 days (average 3 days) after being shipped.
Shipments to customers living within Japan will be sent via Yamato Transport's express home delivery service. Delivery is usually made the next day after shipment.

Q.10 Can I specify the shipping date?

A.10
The shipment date cannot be specified.
Please kindly understand that we cannot do so, even if you notify us of your absence in advance.

Q.11 Can I specify the date and time of my order's delivery?

A.11
The date and time of delivery of orders sent by Express Mail Service (EMS) cannot be specified. For international/domestic courier, once your order has been sent you may be able to specify a delivery time and date by contacting the courier's local customer service center.
(We regret that you cannot specify the shipping service used.)

Q.12 I haven't received my order yet.

A.12
1. If you haven't received a Shipping Advice email, your order may not have been shipped yet. Please login and check your order history for the status of your order.
2. If you received the "Shipping Advice" but 5 or 6 days have passed and your order has still not arrived, please e-mail us at info_en@japansquare.com with the your member ID, full name and order ID.

You may also check the status of your package from the website of your country's post office by entering your EMS tracking number (which will look something like "EE 123456789 JP").
(This service not available for some countries.)

To trace Express Mail Service (EMS) packages: http://www.post.japanpost.jp/
(English available.)
Hong Kong: http://app1.hongkongpost.com/CGI/mt/enquiry.jsp?mail_type=ems_in
Taiwan: http://postserv.post.gov.tw/
China: http://www.ems.com.cn/
KOREA: http://www.epost.go.kr/
Singapore: http://www.speedpost.com.sg/
USA: http://www.usps.com/
Canada: http://www.canadapost.ca/
Australia: http://ice.auspost.com.au/
UK: http://www.parcelforce.com/portal/pw/track?catId=7500082

Q.13 Can I change the shipping address after placing my order.

A.13
We are able to change your shipping address if you contact us before your order ships out.
However, there may be times where we unable to change the shipping destination country.
Please inquire at info_en@japansquare.com

Q.14 Can I ship my order to an address other than my registered address?

A.14
If you wish to ship to an address other than your home address, add and select a new address from "My Account" or at the "Shipping Address" page that appears during the checkout process.
Please note that we do not accept changes of shipping address once we receive your order.

Q.15 Can I ship items to multiple shipping addresses?

A.15
We are very sorry, but you can only specify one address per order. If you want to ship items to multiple addresses, you have to order separately for each address. However, please be reminded that you will be charged for shipping and handling charges with each order.
For the table of Shipping and Handling Charges, please click here.

Q.16 Can I ask to wrap items in several pack for one order?

A.16
Normally, we pack purchased items per order so that we cannot wrap items in several packs.
However, for the case of high-volume order, it may be wrapped in several packs.
We reserve the right to combine multiple orders from the same customer, and ship them together as one unit.

Q.17 I want to send my order as a gift, so can you wrap my items?

A.17
We do not provide wrapping services as it is possible that the product may be opened at the customs in each country. Please kindly understand that we do not provide a wrapping service for deliveries within Japan as well.


Other

Q.1 I want to subscribe to your newsletter.

A.1
If you haven't registered with us, please subscribe your email address from following two ways.

1. Subscription Only: Please click on [Subscribe to our email newsletter] at the right of our home page and enter your email address at the screen that appears.
2. Subscription and Registration: When registering, select "Yes, please!" when asked about email subscription. If you have registered with us already, click on the "My Account" button and choose "Yes" at "E-Mail Newsletter Subscription."

The newsletter will be sent in the language you have registered.

Q.2 I want to unsubscribe from your mailing list.

A.2
If you do not have an account with us, please click [Subscribe to our email newsletter] at the right side of our home page and unsubscribe your address at the page that appears.
For registered customers, please go to "My Account" after logging in and select "No" at the newsletter subscription section.

Q.3How do I use favorites?

A.3
Favorites is a function that allows you to store items on JAPANSQUARE that you are interested in.
Please check here for more information on how to use favorites.