Refund policy

    This policy applies to all orders placed through our online shop at japaneid.com.

    Because we sell food and consumable products, we are unable to accept returns or exchanges after an order has been dispatched. This ensures the safety and quality of every purchase made through our store.

    Damaged, Missing, or Incorrect Items

    We sincerely apologize if your order didn't arrive as expected. While we take great care in packing every order, there are parts of the delivery journey that fall outside of our direct control.

    Should you find that an item arrived in poor condition, has expired, or is missing from your package — even if the box itself looks fine — please get in touch with our support team within 48 hours of delivery. To help us look into this promptly, please provide:

    • Clear photos of all sides of the outer packaging, including the shipping label
    • A photo showing all the items that were inside the box
    • Detailed close-up shots of any item that appears damaged

    After reviewing your submission, our team will determine the most appropriate resolution.

    Please be aware that not every reported issue will automatically qualify for compensation — each case is reviewed individually based on the information available to us.

    The following are examples of situations that may fall outside our compensation policy:

    • The shipping box has signs of handling or wear, but all products inside are in good condition
    • Crunchy or delicate snacks, such as cookies or chips, arrived crumbled
    • Chocolate or heat-sensitive items softened or melted during shipping
    • Superficial marks or light scuffs on product packaging with no impact on the product itself

    All concerns must be submitted within 48 hours of receiving your order, as our inventory is regularly updated and we may not be able to accommodate late requests.

    Delivered but Not Received

    If the carrier's tracking information shows that an order has been delivered to the address provided by the customer, but the customer reports that the parcel was not received, JAPANeid will review the available delivery information on a case-by-case basis.

    Customers should first check with other members of their household, neighbours, building reception/security, or anyone who may have accepted the parcel on their behalf.

    If the parcel still cannot be located, customers may be asked to contact the local carrier and request an investigation.

    A delivery confirmation from the carrier does not automatically qualify an order for a refund or replacement. The outcome will be determined based on the information available to JAPANeid.

    Returned Order

    If your order is confirmed as returned to our shop by both the carrier and our team, you will be eligible for a reshipment. Once we verify the return, we will proceed with reshipping your order. Please be aware that an additional shipping fee will apply for this service.

    If you do not want a reshipment, please note you may be eligible for a refund. We will review each order individually according to our refund policy and the refundable amount. After a thorough review, we will contact you to confirm.

    Non-Returnable Items

    We are unable to process returns or refunds in the following circumstances:

    • The customer has changed their mind after purchase
    • The product did not suit personal taste or preference
    • The item has already been opened or used
    • The order was delayed or affected by customs inspection
    • Items that cannot be delivered due to import restrictions or prohibitions in the destination country — please refer to our Shipping Policy for full details

    Shipping & Customs

    Please be aware of the following:

    • Carrier delays and customs processing times are beyond our control.
    • All import duties, taxes, and fees charged by the destination country are the sole responsibility of the customer.

    Refund Processing

    Once a refund has been approved, it will be returned to your original payment method. Please allow additional time depending on your bank or payment provider's processing schedule.

    Contact Us

    For any order-related questions or concerns, please don't hesitate to reach out to our support team.