ABOUT THE BOXES

The content will vary following your box type. In the Mega Box, you will find better quality and/or bigger products compared to the Classic one, or the Mini one. The box type does not always include a higher number of products.

In the box you can find products from Japan selected by our team, with new and different content every month.

Depending on the box, there are between 5 to 20 items for the Food-themed Box.

Every other box such as Anime-themed box, there are between 3 and 5 items.

We fill our boxes directly with products from licensed stores in Japan. All our products are legit and authentic. You can make sure they are by checking the tag and information on each product.

For example, our Pokémon Box is filled with goods handpicked at the Pokémon Center !

Yes! You can cancel your subscription at any time from the account you subscribed with. Please let us know why, to help us improve our services.

The content of our boxes change every month. However, you can find most of the past month box products on hellojapan.shop. There is no stock guarantee.

SHIPPING & PAYMENT

There are many payment methods!

    • Credit card (MasterCard, Visa)
    • PayPlug (for European customers)
    • Stripe
    • PayPal
    • Bitcoins

Yes! We do ship worldwide!

Once the package is in transit, there is nothing more we can do. As a reminder, we are not a delivery company.

Postal services might be also busy during some periods. We are not responsible for delivery times but they do their best to deliver on time.

Yes! As long as you fill in the correct delivery and billing address. If there has been a mistake and the box has already been sent, please contact us immediately.

No, the shipping fee is already included with the price. However, insurance, tracking and express delivery are available options upon checkout.

The price of options may vary depending on your country. If you wish to have a tracking, feel free to add this option to follow your box.

No, if you take the express delivery option, your box will be sent as soon as possible when our team will be finished preparing your box.

Tracking information is an option that you’ve got to select when placing an order.

If you do so, you will get your tracking number by email once your box has been shipped if you have chosen this option.

Free delivery doesn’t include a tracking number

All the boxes are sent out at the beginning of the following month.

Depending on your country it will take 2 to 3 weeks from that moment to reach you.

A box can take up to a month on some rare occasion so be patient or contact us.

If you don’t want to wait, you can choose the “Express delivery” (extra fee): the boxes are sent after you place an order. By choosing this method, we prepare and send your box as quickly as possible.

If you already placed an order and want to change from free delivery to express delivery, please contact us before the end of the month.

99% of the time, you won’t have any custom fee but there is still a chance it happens. This is not our responsibility.

Yes, if it were the case that you didn’t claim your package or if you gave us the wrong address, or in case the postal or courier service from your country could not deliver the box for any reason, then unfortunately we ask that you to pay for the re-shipping fee as we cannot reship it for free in the event that the package had been sent to the wrong address or returned.

It’s your responsibility to claim the package and provide us with the correct delivery information.

When a delivery is attempted at the address you specified when purchasing one of our boxes and are unclaimed, you will then be informed that it will be held at the local post office with details for redelivery. If no effort is made to claim the box for a prolonged period, then it will be returned to us.

If you purchased a box from our food category; products inside are perishable and have short shelf lives. As a result, will have to be disposed of once they’re returned to us.

Therefore, you are required to purchase another box if you want another one for redelivery.

ABOUT REFUND

Due to several abuses, each request has to be examined first.

If you decide to open a case with PayPal/Stripe, note that they have the final decision about the claim. Most of the time, the claim is closed since the claim is considered non-receivable.

If you have a question, first of all send a message to our customer service.

If your request of being refunded has been received, it would take several days to appear. Please note that if you used PayPal, we wouldn’t be able to refund you at 100% since PayPal takes commission on your purchase.

Also, as we include the delivery fees in the box’s price, if we proceed to a refund for any other reason, we can not refund the delivery fees (10$ per box).

We are always looking to improve our boxes, so we appreciate constructive feedback!

We can not refund every box with food products in it. Products are exposed to a lapsing date and we don’t want to re-introduce it to the market after sell.

Our box contents are a surprise each month. As with blind box toys or gachapon, you cannot request a refund or an exchange if you do not like the contents of your crate.

However, you can contact us to let us know what you didn’t like about the box and what items you would like to see more of. We will gladly take your suggestions into consideration for future boxes.