If you have any questions, check BEFORE if the answer is not below. If not, send us one message by email, we’ll be faster to give you a reply. 

Please do not spam us on email and social networks. When we receive messages on every platform, it takes us more time to answer you. ​

Thank you for your understanding

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. All these boxes type may contain the same number of products but the value of the products will vary depending on the box type.

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

In the Snack/ Candy Boxes, there are 8-10 items. In the Characters Boxes, there are 3-5 items. In the Food Box, there are 5-7 items. For other boxes, it will vary on what our team put inside. Note that no matter how many items are inside, the total value of the items equals what you paid for.

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 !

If you want to cancel/stop your subscription, you can from this month. All of your previous boxes are already in preparation.

If you want to cancel/interrupt your subscription, you have to do it by yourself with your personal account and with your bank/Paypal/Stripe account. If you don’t confirm on both sides, the payment will be automatic. We can’t do it automatically, this is from the customer’s side. 

Please don’t forget to validate the cancellation (usually at the bottom of the page). We got many emails from people who thought they did cancel their subscription, but without validating the cancellation, your subscription won’t stop.

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.

ABOUT SHIPPING & PAYMENT

There are many payment methods!

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

Yes! We do ship worldwide! Be sure to put your email address and your phone number while ordering, postal services might need it to join you !

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.

Be sure to put your email address and your phone number while ordering, postal services might need it to join you !

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.

You will receive your box the month following your order. If you order on the 4th of February, you’ll receive your bow in March. As we select carefully each product in Japan, it takes a bit time to create the perfect box for you.

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.

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.

The express delivery is concerning only postal services not the time to prepare it, our team will do as fast as possible. Because of the current covid pandemic, it will take 4 to 5 days from the moment our team is done with preparation for your box to arrive if you chose the express delivery option.

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

We have no control on custom fees. Customs fees depend on a country’s rules and are directed at the customer (not the company who sold you the products). 99% of the time, you won’t have any custom fee but there is still a chance it happens. During the pandemic, it seems that customs fees happen more frequently than it used to. The reason is that online orders are more frequently made and customs want to control it more. All in all, we have no control nor responsibility over custom fees.

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. It will not be refunded.

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 cases of abuse, each request has to be examined first. If you have a question, first of all, send a message to our customer service. 

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 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 a commission on your purchase.

Above 6 months, we can’t refund you on Paypal. We’ll have to do a classic bank transfer. Note that there will be a commission which is why you can’t be refunded 100%. Note that a 10% cancellation fee applies on your order if you want a refund. We order products according to your orders. Too much abuse in the past forces us to be stricter so we don’t end up with thousands of unsold and perishable products, especially in a difficult context since COVID-19.

In the case where we sent the package, it arrived at the post office but you didn’t pick it up and want a refund, delivery fees will not be refunded.

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.