BEFORE YOUR ORDER
Some common questions about payments and delivery
How can I pay for my order?
At JapanGoodz, we’re pleased to offer several payment options for your online orders, including Visa, MasterCard, Maestro, and Revolut Pay.
During checkout, simply select your preferred payment method. If you choose to pay by credit card, you’ll need to enter your card details to complete the transaction.
We take the security of your payment information very seriously, using advanced encryption technology through our partner, Revolut, to protect your data.
Order Confirmation
A few minutes after placing your order, you’ll receive a confirmation email summarizing the details of your purchase, including the items ordered, the total amount paid, the delivery address, the billing address, and the selected shipping method. This email will also include your order number.
If you don’t receive a confirmation email after completing your payment, it’s possible that the payment was declined due to reasons such as incorrect banking details, exceeded payment limits, insufficient funds, or failed authentication.
In such cases, please contact your bank to verify the payment status. If the payment was successful but no order appears in your account, please contact our Customer Service team for assistance.
Delivery Times
Processing your order, preparing the products, and shipping take a maximum of 8 to 15 business days. This timeframe is due to most of our items being shipped directly from Japan.
We make every effort to ensure your order is delivered as quickly as possible without compromising the quality of our merchandise.
MY ORDER
Manage your orders, track shipments, and find solutions to common issues
Can I modify or cancel my order?
As long as your order hasn’t reached the Processing stage, you can modify or cancel it. However, to ensure timely delivery, orders in the processing stage are sent to our logistics team just minutes after confirmation.
Once your order has been sent to our logistics team, we can no longer modify or cancel it. Upon receiving your parcel, you can exercise your right of withdrawal to return the ordered products.
Please note that sale items are not eligible for refunds or exchanges.
How can I check the status of my order?
If your order hasn’t been shipped yet, you can track its status on our website by logging into your account.
What happens if an item is out of stock after I place my order?
If your order status shows as Awaiting Restock, it’s likely due to a stock shortage.
The items you ordered may be highly popular, and it’s possible that one or more became out of stock just before your purchase. In rare cases, our system might not update stock levels in time. If this happens, we will contact you with further details.
How can I get my invoice?
Once your order is shipped, you’ll receive your invoice by email. It will also be available in your account.
How do I track my order?
Once your parcel is collected by the carrier, you’ll receive an email with a tracking link to follow your shipment.
You can also track your order by logging into your account, selecting My Orders, and viewing the tracking information for the relevant order.
⚠️ Once your parcel arrives in your destination country, we recommend tracking it on your local postal service's website for the most accurate updates.
What should I do if an item is missing from my order?
We strive for accuracy in preparing orders, but mistakes can occasionally happen. If an item is missing, please contact our customer service team with:
- Your order number
- The tracking number
- A photo of the items you received
We’ll investigate and resolve the issue as quickly as possible.
What if I receive a damaged item?
We perform strict quality checks before shipping, but if you receive a damaged product, please contact us at contact@japangoodz.com. Include a photo of the item (ideally in its original packaging) and your order number.
To qualify for an exchange, the item must be unused and in the same condition as when received.
MY ACCOUNT
Manage your account details, passwords, and data preferences
How can I update my personal information?
In your account, under the Billing Information and Address section, you can update your name, email address, password, billing address, and shipping address. Make sure to save your changes to keep your account up to date.
How can I delete my personal data?
To request the deletion of your account, please email us at contact@japangoodz.com.
Include the email address linked to your JapanGoodz account and your customer number. This information is essential to process your request.
What if I forget my password?
Resetting your password is quick and easy:
- Go to My Account
- Click on Forgot Password?
- Enter your email address in the provided field.
You’ll receive an email within minutes with a link to create a new password. If you don’t see it, check your spam or junk folder. Follow the link, set a new password, and confirm it to regain access to your account.