Q. I can't log in / I forgot my password. What do I do?
Click the 'Forgot password' link on the login page. You'll be prompted to type in your name and email address.
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?
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?
Q. Can I leave a review?
A. Yes – you can write reviews on our Facebook page .
Q. Can I unsubscribe from DEJAPAN emails?
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'.
Q. Which websites can I buy from via DEJAPAN?
A. We help you buy from Yahoo! Japan, Rakuten, Amazon Japan, and many other online stores.
Q. What's the difference between a shop and an auction?
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?
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?
Yes, and it's easy. Items you choose are added to your cart. At the checkout, you can select whichever payment you want to make.(Your payment will be divided by each shop.)
If you want them shipped in one parcel, please make sure you purchase a plan and choose your consolidation at mypage, after your item arrives. Then we'll repack before sending.
Q. Can I buy items in bulk?
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.
Q. Can I make an order over the phone?
A. We provide all services and support online.
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.
Q. Can I change part or all of my order?
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?
In most cases, orders cannot be cancelled.
Depending on the circumstances, we may be able to contact the seller and attempt to cancel.
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.
If the item's already been delivered, 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. The item(s) I bought turned out to be fake. What do I do?
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.
Q. Is international delivery guaranteed?？
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 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. Take a look at this page to calculate potential delivery costs.
Q. Can I choose the delivery method?
A. You can select from variety of delivery method including EMS, SAL, AIR, SURFACE and FedEx.
Q. Can I choose a delivery day and time?
This option isn't available through our website. We send delivery confirmation and the tracking number by e-mail.
Once you receive these details, please contact the delivery service directly.
Q. Can items be sent to a different address than my payment address?
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?
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?
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?
If your shipment was held at Customs, there's unfortunately nothing we can do. We have no influence over regional Customs offices.
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.
Q. How do I use coupons or DEJ points?
A. You'll be prompted to enter codes during checkout. 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.