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FAQ
Can I cancel, change, or return an item after placing an order?
This service does not accept cancellations, changes or returns after an order has been placed. However, if the product is defective, broken or damaged, or if it takes longer than expected to deliver, and if the expiration date has passed on the day of delivery to your home, we will refund the product price. In that case, please contact us within 2 days after receiving. If the above deadline has passed, we will not be able to respond.
What are the payment methods?
You can pay with various credit cards.
If it is difficult to pay by credit card, you can also pay by Paypal. Please feel free to contact us.
When I proceeded with the order process, I got the message "Sorry, we do not ship to your area." Is it not possible to have it delivered?
Areas where it is difficult to deliver by Japan Post are indicated, but there are cases where delivery is possible by methods such as DHL. Please feel free to contact us so that we can confirm the shipping cost and the number of delivery days.
Please tell me about the delivery method and shipping fee.
We will deliver by tracking methods such as EMS, international e-packet, DHL, and Fedex. Please let us know if you have a specific shipping company.
Is there a way to change to a shipping method that will arrive faster than standard shipping?
In order to keep shipping costs low, in areas where Japan Post's international e-packet service is available, we have set standard delivery to international e-packet for items weighing less than 2 kg. In many areas, EMS and DHL can be used for delivery,I think it will be delivered soon.
Please note that even if you change the delivery method, delivery delays may be affected due to reduced flights, etc.
Please contact us using the inquiry form.
My package hasn't arrived yet, what's going on?
Also, if it does not arrive on the desired date, can I get a refund?
Please check the tracking number that was sent at the time of delivery. If you find a problem on the tracking screen that the package has clearly stopped, please contact us using the inquiry form. Check with the shipping company.
Also, due to the nature of international mail, we cannot tell you exactly how many days it will arrive. Although it is possible to inform you of the estimated arrival date presented by the delivery company, there may be significant delays due to aircraft loading, customs clearance, etc. Please understand that we cannot guarantee the schedule or refund.
Is customs duty included in the price?
Customs duties are not included in the price. Customs duties are the responsibility of the customer.
I have other items that I want, can you send them together?
We are able to accommodate you. We will respond as a request concierge of our service.
HP (Onegai Concierge | Delivery of Japanese products to overseas residents (onegai-concierge.com)), please check the details of fees, etc. For a free estimate, please request from the official LINE (search for @onecon) or the inquiry form.