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FAQs

GENERAL

What are pre-orders/reservations?

Some products are offered on YattaJapan for pre-order. This makes it possible to be sure to have enough stock for everyone. In general, pre-orders take place several months before the release of the product (from 3 to 6 months).

We record your reservation and ship it when the product is available from us, around the date indicated on the product sheet. It is impossible to know the precise release date of a product in advance, but only the release period (example: during June). The final release date is known a few days before the release.

Be careful not to mix reservations and products in stock in your basket, because your order will be shipped once all the products are available.

Payment is made when the product is reserved.

ORDERS

I placed an order, when will I receive my products?

After validation of your order, we do our best to ship it within 48 hours. You will receive the first order confirmation email, and a second to confirm shipment (don't hesitate to check your spam if you don't receive the email).

See the delivery page for more information.

My order is taking a long time to arrive.

If your order seems long, we advise you to check the tracking on the site using the number included in the confirmation email.

During festivals and Japanese public holidays, the post office is closed. In these cases, it is sometimes possible for an order to take a few extra days to be dispatched. Do not hesitate to follow us on social networks to be informed.

Also, during certain times of the year, particularly during the holiday season (starting in October), packages sent by Japan Post may take much longer than usual to arrive. leave Japan, which causes additional delays.

In this pandemic time, global logistics are also impacted, but we are trying our best to keep efficient service.

I would like to cancel my order

Once an order is placed and confirmed, it is no longer possible to cancel it.

However, if it has not yet been dispatched, we reserve the exceptional right to cancel it, on a case-by-case basis.

My order was damaged :(

All packages are shipped in perfect condition and in the best conditions. Unfortunately, during pick-up by carriers and during delivery, unforeseen events, however rare, may occur.

In the case of a damaged order, contact us via our contact page , having taken care beforehand of:

  • take a photo of the damaged order received
  • Tell us your order number as well as your first and last name
  • give us as much detail as possible about the problem (with the object(s) in question)
We will do our best to solve the problem :).

I did not receive my order :'(

To avoid unpleasant surprises, we send all orders with a tracking number. If your order seems long to arrive, we advise you to check the status of the package with the tracking number.

It sometimes happens that the postmen do not bother to file a delivery notice, so we advise you to check the follow-up regularly.

In most cases when a package does not arrive, the problem may be:

  • The address you gave us is incorrect or incomplete
  • You changed your address after sending your order
  • You were not present to receive the package

Do not panic, for orders sent by Japan Post, when a package could not be delivered to the address indicated, it remains awaiting collection for 15 days, before being sent back to Japan.

Keep in mind that delivery times may vary depending on the shipping method chosen. In addition, at certain times (such as the end of the year), the deadlines may be extended. (see the delivery page for more information).

If the tracking of your package does not give you any information, contact us via our contact form so that we can see together if there is a problem. In case of return to Japan, it is possible in some cases to make a new shipment, however depending on the cause of the problem, additional shipping costs may be necessary.

I would like to request a refund

Orders sent and accepted upon delivery are not refundable except in special cases (damage to products, etc.). We reserve the right to assess and grant a refund request on a case-by-case basis.

PAYMENT

Why are the prices displayed in yen?

Since our team is based in Japan, and because we ship worldwide, we have decided to use the yen as the base currency to define the price of the products. However, it is possible to change the currency at the top left of the screen (in euros or in dollars)!

It should be taken into account that the exchange rate is not updated in real time and could be slightly different from the daily rate.

What are the payment methods?

We accept payment by credit card ( VISA, MasterCard), as well as PayPal. All payments are secure.

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