light FAQ

billsm Services and fees

Q.  I can't log in / I forgot my password. What do I do?

A.  Click the 'Forgot password' link on the login page. You'll be prompted to type in your
name and email address.
From there, click 'Submit' and we'll email you a link to reset your password.

Q.  I need to change my personal information. What do I do?

A.  When you're logged in, you can see and change your information on 'My Page'.
It's up to you to update your details whenever things change, such as your address or telephone number.

Q.  Is my payment information secure?

A.  Yes, we securely store all user account details and payment information. For extra peace of mind, please take a look at our Privacy Policy.

Q.  Can I leave a review?

A.  Yes – you can write reviews on our Facebook page .

Q.  Can I unsubscribe from DEJAPAN emails?

A.  There are some emails we'll always send you: order confirmation, payment confirmation, 2nd payment notice and shipping notices.
If you'd like to unsubscribe from DEJAPAN's e-newsletter and marketing emails, click on the 'unsubscribe' link at the bottom of any email.

Q.  Can I delete my account?

A.  We hope you never want to, but yes, you can delete an account from 'My Page'.

cartsm Shopping

Q.  Which websites can I buy from via DEJAPAN?

A.  We help you buy from Yahoo! Japan and Yahoo! Auctions, Rakuten Marketplace, Amazon Japan, and Premium Bandai. Other stores will be added in future, check back to see what’s new.

Q.  What's the difference between a shop and an auction?

A.  Online shops have fixed prices. The amount you see is the amount you pay, plus any domestic delivery
fees set by the seller.
The 'Auctions' section is for Yahoo! Auctions only. Auction listings have to be won by bidding for the item.
The price you see is the most recent bid – you'll need to bid a little higher to win.

Q.  Do I have to register to buy items?

A.  Yes. Why not sign up now?
Registering will save all of your important information for next time.
It also gives you access to special offers that are only available to DEJAPAN customers.

Q.  Can I buy more than one item at a time, and from different shops?

A.  Items from different sellers are processed individually. At the checkout, you pay for any items from the same seller/store together. So, for example, if you order one item from Rakuten and one from Amazon, you’d go through checkout twice. Keep the ‘consolidation plan’ box ticked for each order if you want multiple items shipped in one package, and we'll repack before sending. Yes, and it's easy. Items you choose are added to your cart. The cart is split by 'store' - that means by individual stores/sellers within Rakuten and Yahoo, etc.
Items from different sellers are processed individually. At the checkout, you pay for any items from the same seller/store together.
So, for example, if you order one item from Rakuten and one from Amazon, you’d go through checkout twice.
Keep the ‘consolidation plan’ box ticked for each order if you want multiple items shipped in one package, and we'll repack before sending.

Q.  Can I buy items in bulk?

A.  This depends on individual sellers' stock levels. In theory, you can buy whatever quantity is available.
If you choose a quantity and there's not enough of the item in stock, you can select an option to buy the amount that's available or cancel your order.

Q.  Can I reserve or pre-order items?

A.  Yes! We often have pre-order listings on the site. The item page will show the estimated release date. You’ll need to make the 1st payment at the time you place the order.

Q.  Can I make an order over the phone?

A.  We provide all services and support online. Feel free to contact us via Twitter, Facebook, and Instagram.

Q.  How does automatic purchase work?

A.  The system buys and bids on items automatically, with no delay. This saves precious time when you're trying to get an exclusive or limited item. (Bids on Yahoo! Auctions may take a few minutes to appear. If the auction is close to ending, consider putting in a snipe bid instead.)

Q.  Can I change part or all of my order?

A.  As we use an automatic buying system, this isn't usually possible.
Depending on the circumstances, we may be able to contact the seller and try to make changes on your behalf.
Please note that this is not a standard service, and we reserve the right to refuse. A 500 yen service charge applies per item.
We cannot guarantee that changes can be made.

Q.  Can I cancel my order?

A.  In most cases, orders cannot be cancelled.
Depending on the circumstances, we may be able to contact the seller and attempt to cancel.
This can only be done within 48 hours of the 1st payment being made.
Please note that this is not a standard service, and we reserve the right to refuse. A 500 yen negotiation fee applies per item.
We cannot guarantee that the seller will accept the cancellation.
We don’t accept cancellations in the time between orders being combined and the 2nd payment being made, under any circumstances.
If the item's already been sent out for delivery to you, we also charge the international shipping fee for cancellations.
You are responsible for arranging the return of items to our warehouse.

Q.  Can I get a receipt?

A.  We keep all original receipts and bills from the seller for our financial purposes. If you need a receipt from us, please ask.

Q. Can I get a refund or an exchange?

A.  We don't provide exchanges, or give refunds on anything other than damaged or incorrect items.

Q. My item(s) were damaged during delivery. What do I do?

A.  If an item arrives damaged, you must contact us within seven (7) working days of the delivery. Please include photos of the damage. Claims procedures vary by country, so we deal with these on a case-by-case basis.

aucsm Auction

Q.  The item(s) I bought turned out to be fake. What do I do?

A.  We show all listings 'as is', and take no responsibility for sellers who list fake items.
If you order and receive an item which turns out to be counterfeit,there's nothing we can do.
If you spot a listing that seems suspicious, don’t buy the item! Let us know – send us the link and we’ll look into it.

shipsm Delivery

Q. Is international delivery guaranteed??

A.  We do our best to only sell items that can definitely be delivered. You won't see results for certain search keywords.
Check the list of Check the list of countriesthat we can deliver to.
Check the list of prohibited itemsfor your delivery country.
If you view an item that you know can't be sent internationally, please don't buy it! Let us know , and we'll take action.

Q. How much is delivery going to cost?

A.  The price varies depending on the items ordered, the shipping method, and the delivery country. Take a look at our shipping estimation tool to calculate potential delivery costs.

Q. Can I choose the delivery method?

A.  There are often several options to choose from. You can see these when you’re combining items and arranging delivery in your account. For some items and delivery countries, there may be only one method available.

Q. Can I choose a delivery day and time?

A.  You’ll need to arrange that with the company delivering your order. We send delivery confirmation, an estimated delivery date and the tracking number by e-mail. Once you receive these details, please contact the delivery service directly.

Q. Can I choose the item value listed on the package?

A.  No, it’s against our company policy to deliberately undervalue items.

Q. Can items be sent to a different address than my payment address?

A.  Yes – save multiple addresses in the 'Address Book' for your account. We suggest adding addresses to your personal details before you make an order.
We can only deliver to the country you chose when making your 1st payment.

Q. How long does delivery take?

A.  This depends on the items you buy and the delivery destination. Different shipping times apply for different countries.

Q. Do you provide order tracking?

A.  Yes – once your items are sent out internationally, you'll be sent a tracking number by email.
Deliveries to Canada and the USA are sent via FedEx. Check their tracking page: https://www.fedex.com/apps/fedextrack/
Customers outside of the USA and Canada can track their packages with EMS: http://www.ems.post/tracking
If your tracking number doesn't work on these sites, please check your country's national post website.

Q. What happens if I'm not home when the delivery arrives?

A.  Your local postal service should call you or leave a delivery note. Please make sure you've given us the right telephone number to pass on.
Call your postal service directly – our customer service team is available online only.

Q. My item(s) were damaged during delivery. What do I do?

A.  If an item arrives damaged, you must contact us within seven (7) working days of the delivery. Claims procedures vary by country, so we deal with these on a case-by-case basis.

Q. My item(s) didn't arrive. What do I do?

A.  If your shipment was held at Customs, we can’t guarantee we can help.
We’ll send any information asked of us, but ultimately any decisions and charges made by local Customs are out of our hands.
If you do nothing and Customs sends the package back to us, we can’t refund you.
If one or more items have been lost in transit, please contact us within seven (7) working days of your scheduled delivery date. We'll need your account details and order number. Our team will then contact Japan Post on your behalf.

paysm Payment

Q. What’s the payment system?

A.  Your 1st payment is made at the time you order. It covers the item cost, and the insurance plan (if you select it). We don’t charge a service fee or commission. Your 2nd payment is made after the item’s arrived at our warehouse. It includes domestic delivery to us (if it applied), international delivery, packing and the item combination charge (both optional), and any other transaction fees that apply.
Please be certain that you want an item, and that you’re willing to pay all costs involved, before making an order.

Q. How do I use coupons or DEJ points?

A.  You'll be prompted to enter codes during checkout. Please note this comes after putting in payment details – you won’t be charged at that point. Coupons will be automatically applied to your order.They'll be automatically applied to your order.

Q. What payment methods can I use?

A.  We accept Visa, MasterCard, American Express, Diners Club and JCB cards, as well as PayPal.