FAQ

Where do you ship?

We ship worldwide, directly from Japan.
We currently cannot send to countries that do not support EMS.

Some items cannot be delivered to some countries.

 

 

How are packages shipped?

Basically, you can choose between Japan Post's E-Packet Light (up to 2 kg, package size limited) or EMS.

If you prefer to ship by express.

Or, to ship by sea, which takes longer but is less expensive (cannot be tracked)

If you prefer these options, please email us once you have made your purchase and select one of the shipping options on the website. We will provide you with a separate shipping estimate and we will fix your shipping cost.

Free shipping on purchases of $300 or more. (up to 2 kg, package size limited)

For free shipping we ship by Japan Post's E-Packet Light 

When will my order ship?

All orders placed with us are typically processed within 4 business days. 

Please note that processing time is separate from the shipping method you select and does not affect the estimated delivery time.

If, for any reason, we are unable to prepare your order for shipping within 4 business days, we will notify you via email with an update. 

Additionally, please be aware that Japanese holidays do not count as business days, as most businesses and services are closed during these periods.

When will my order arrive?

Shipping times vary depending on the shipping method you select during checkout. The estimated delivery times displayed on our website represent average durations in business days.

Please keep in mind that our standard order processing time of 4 business days is separate from the shipping time.

 Additionally, delivery times may be longer during peak seasons, such as Christmas and other holidays, due to increased shipping volumes and potential postal delays.

If your shipment is experiencing an unusual delay, we recommend checking your tracking information and reaching out to your local post office. In some cases, tracking statuses may not update correctly, even if your package has already arrived at the post office or is awaiting customs clearance.

For any concerns regarding your shipment, please have your tracking number ready when contacting your local postal service for the most accurate and up-to-date information.

 

What is your return policy?

AUCTaS accepts returns of unused and undamaged products within 30 days of shipment.

Food and consumables such as tea and cosmetics are not eligible for return

In order to receive a full refund, all products must be returned in new, undamaged condition in original protective packaging.

International shipping is free for orders over $300 USD, but in the event of a return, the customer is responsible for the shipping costs incurred to deliver the product and to return it. Shipping charges are not refundable.

All shipping charges will be deducted from the refund.

If you do return items, we'll apply the refund to the tender they were purchased with.
If a product is damaged during shipping, please contact us via Contact form within 7 days upon arrival and send a detailed photo of the damage with the order number. 

Please be aware that in all cases you are responsible for paying customs fees and for providing any and all documents required by customs in your country. If you refuse to pay those taxes, the package will be sent back to us. We will then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us.

How do I make a return?

Please contact us via Contact form and indicate what you are returning and why. In order for us to process your return, please include the following information:

• your name
• email address
• order number
• name of the items

International shipping is free for orders over $300 USD, but in the event of a return, the customer is responsible for the shipping costs incurred to deliver the product and to return it. Shipping charges are not refundable.

All shipping charges will be deducted from the refund.

Repair Service

Some items, such as accessories, can be repaired when broken after purchase.

You will be responsible for shipping & repair costs, but we will be happy to give you an estimate.

Please contact us.

Can I cancel an order?

If your order has not shipped you can cancel your order. Once it has shipped we unfortunately are unable to change or cancel the order.

I received a wrong piece.

Write a clear and concise answer to guide your customers.If you received a wrong piece, please contact us via Contact form ,and share your order number (#xxxxx) and photo of the item you received for a smoother process.

My package arrived, but one or more items are missing.

If you received your package and are missing one or more items, please contact us via Contact form, and share your order number (#xxxxx).

Please note that big orders might be split into smaller packages, and orders including preorder pieces with long wait times might be split to avoid delays.

PAYMENT

What methods of payment do you accept?

We take all credit cards as well as Paypal.

How are duties and taxes handled?

The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. Since we are a startup, we will not be able to cover these supplementary costs which will make them your responsibility.

Do you handle payments securely?

We don’t store any of your payment information ourselves and everything is securely handled via Shopify, PayPal or the other payment services we offer.