We sincerely apologize for the inconvenience caused. If your package has arrived damaged, please follow the steps below to resolve the issue:
Take pictures: Before opening your package, please take clear pictures of the outer box showing any visible damage. If possible, open or claim it with the post office representative present. This will help in the claims process.
Check the item(s): After opening the package, inspect the item(s) inside. If any item is damaged, please take photos of the damaged product as well.
File a damage report with your Post or DHL/FedEx: If the item inside is damaged, please file a damage report with your local post office (if shipped with Japan Post) or with your local DHL or FedEx. Once you have signed the applicable document and received a copy or a claim number, please forward it to us. We require the case number in order to open a claim with the carrier on our side in Japan.
Forward us the necessary documents: Please also send us photos clearly showing the damage to the parcel and product along with a photo or scan of the paper invoice or shipping label. Keep all shipping documents (invoice, shipping label) until the case is resolved. We cannot process any claim or compensation without these documents.
Next Steps: Once we receive the required documents and photos, we will begin the process of filing for insurance compensation with Japan Post (for Japan Post shipments) or with DHL/FedEx (for DHL/FedEx shipments). We will also arrange for a replacement or refund, depending on the availability of the item.
Please report any damage within 7 days from the delivery date to ensure a smooth claims process.