Q. I can't log in. What do I do?
Our website is case-sensitive for both your email address and your password. If you registered with the email address "firstname.lastname@example.org", you won't be able to log in with "ABC@example.com". Make sure you've got the capitalization correct on both your email address and password.
If you're still having issues after that, feel free to contact us.
Q. How do I change my personal information?
Once you've logged into your account on our website, go to "My Page." Click on "Edit main address" in the left menu to edit your personal info.
On our mobile site, tap the menu icon in the top right to open the menu. Then tap "Edit Account Information" to edit your personal info.
Q. Can I delete my account?
You can only delete your account once you have zero in-process orders. This means you must have all of your items shipped internationally before you can delete your account.
Once you have no active orders, log in to your account and go to "My Page." On the left, click on "Unregister," and you'll be able to complete your account deletion.
Q. What is a sniper bid?
A sniper bid is a special kind of bid that you can set to be placed 3, 5, or 10 minutes before the end of an auction. Other than that, they work exactly the same as normal bids.
However, we generally don’t recommend placing sniping bids for the following three reasons.
- A seller may choose to end an auction early, in which case your bid wouldn’t be placed at all!
If you place a sniping bid too close to the end of the auction, there’s a chance that our system may not be able to process the bid in time.
By the time your sniping bid is placed, the price may have risen above the bid you entered anyway.
Q. How does automatic bidding work?
A. When you place a bid through our website, our bidding bot automatically places the bid on your behalf, even if it's outside our normal business hours.
Q. Someone outbid me. When will I be refunded?
A. The authorization hold on your payment will be released when the auction ends.
Q. Someone outbid me but I want to rebid. Can I add funds to my original bid?
A. You cannot add funds to your original bid. You'll have to make a new bid under a new order number.
Q. I bid for a certain amount, but it's showing as a lower amount on the auction page. Why is that?
On Yahoo! Auctions, each bid only raises the item's price by a certain, set amount, based on the item's current price.
For example, if the item's current price is 1000 JPY, each bid only raises the current price by 100 JPY. Once the current price hits 5000 JPY, each bid raises the current price by 250 JPY.
*You can read more about minimum bid increments&here!
Q. Can I cancel my bid?
A. Yahoo! Auctions bids cannot be canceled for any reason.
Q. How do I bid for more than 1 quantity?
A. Bids for more than 1 quantity of an item must be submitted via our Request Form, rather than through the usual bidding process.
Q. When am I notified if someone outbids me?
A. You'll get an email notification that you've been outbid once the auction ends.
Q. Can you ask the seller to combine my items for shipment to your warehouse?
A. Yahoo! Auctions automatically combines items won on the same day from the same seller, if the seller offers this service. We do not contact sellers directly about combination.
Q. Are orders processed 24/7?
Yahoo! Auctions bids placed through our site are processed 24/7.
All other orders are processed during the purchase team's working hours: every day, 9am to 6pm JST.
Q. Where can I leave a review for DEJAPAN?
A. If you'd like to leave a review, feel free to do so on our Facebook Page!
Q. Can I request you to leave a review for the item seller?
A. No, we do not leave reviews for item sellers.
Q. Which websites can I buy from via DEJAPAN?
You can buy from almost any Japanese online retailer with DEJAPAN!
There are a few retailers we know won't sell to proxy services. You can find a list of them here!
Q. What's the difference between a shop and an auction?
Online shops have fixed prices. The price you see is the price you pay.
For auctions, you'll have to bid against other Yahoo! Auctions users. The person with the highest bid when the auction ends wins, and gets the item.
Q. Do I have to register to buy items?
A. Yes, you must make an account on our website in order to buy items.
Q. Are you hiring? I want to join your team!
A. We'll make an announcement if there's any openings!
Q. How can I contact you?
Q. Can I extend the storage period?
A. We can't offer extensions on the free storage period.
Q. Why is my order taking so long to arrive to your warehouse?
If your item is a pre-order item, it won't be shipped to us until after its expected release date, which is usually listed on the item page as "発売予定日".
There may be a delay in your item being marked as arrived if there is a backlog of items in the warehouse.
Flea-market items in particular can take a long time to arrive at the warehouse, depending on how long it takes the seller to ship the item to us.
Q. How long can I store my orders at your warehouse?
A. You can store your orders for 45 days for free, starting on the day of arrival. After that, there is a 100 JPY storage fee per order per day. After 2 months, we may consider discarding your parcel.
Q. Can you use my store account to buy items for me?
A. No, please do not order with your store account. We would need to use our account for tax purposes.
Q. Can I buy items on my store account and forward to your warehouse?
A. No, please do not forward to our warehouse. We would need to order from our account to prevent confusion at the warehouse.
Q. Do I put the item price with or without tax?
A. With tax would be better, but it's not necessary. We can charge you later during your 2nd payment if you didn't include tax.
Q. What is the "other payment" fee?
Generally, "Other payment" fees come from two places.
The first is transaction fees from certain flea market sites.
The second is the 10% Japanese sales tax, charged by Yahoo! Auctions sellers who also operate physical stores within Japan.
Q. How do I use DEJ points?
A. You can type in the amount of points during checkout, on the page after you select Credit Card or PayPal.
Q. What payment methods can I use?
A. You can pay via Credit Card, Debit Card, or PayPal.
Q. When will I get my refund?
A. If an item or order is canceled, you'll get the refund as soon as it's canceled. Please note that it may take a few days for this to be properly reflected on your Credit Card account.
Q. Do I get a refund if my item(s) are not purchased?
A. Yes, of course! In the event that your item(s) can't be purchased for whatever reason, you'll get a refund for those items.
Q. How much is international shipping going to cost?
A. The cost of international shipping depends on the destination country, the number of boxes in your parcel, and the weight of each box. You can find the rate tables for Japan Post here!
Q. Can I choose the international shipping method?
A. Yes, you can choose between any of the shipping methods we offer that are available for your country.
Q. Can I choose a delivery day and time?
A. You cannot choose a delivery day or time through our website. Once you get the tracking information, you can contact your local post office to try to arrange a delivery date or time.
Q. Can items be sent to a different address than my payment address?
A. Yes, you can enter a different address during your 2nd payment checkout. Make sure that the shipping address is in the same country as your payment address.
Q. How long does international shipping take?
A. This depends on the shipping method and the destination country. Generally, shipping via Surface Mail is the slowest, arriving in at least 3 to 4 months, and EMS is the fastest, arriving in 1 to 2 weeks.
Q. Do you provide tracking?
A. Yes, each shipment comes with tracking.
Q. What happens if I'm not home when the delivery arrives?
A. You'll need to contact your local post office to schedule redelivery.
Q. Am I responsible for paying the customs taxes?
A. Yes, you must pay any customs taxes levied by your country's Customs Authority.
Q. Can I undervalue my item(s)?
A. We are required to declare the actual value of all items in a parcel, which is equal to the price you pay.
Q. What is the "other" shipping method?
A. The "other" shipping option is DHL, which is only offered to countries where EMS and Air Mail are unavailable.
Q. Can you ship this item to my country?
First, please check if the item is on the list of Prohibited Items here.
If you still aren't sure, feel free to contact us about the item.
Q. My parcel is being returned to you. What do I do?
A. We'll contact you once the parcel is back at our warehouse with more information. Please note that you may have to pay for the return shipment from your country to Japan, as well as for reshipment from our warehouse.
Q. My parcel is not arriving. What do I do?
If you shipped your parcel via Surface Mail, it will take at least 3 to 4 months to arrive. Once the parcel leaves Japan (listed as "Dispatch from outward office of exchange" in the tracking), there won't be any further tracking updates until the parcel arrives in your country.
There may also be delays in shipping via all methods due to the Covid pandemic or the current situation in Europe.
Q. I requested consolidation of a parcel, but I want to add another item to it. Can you add items to a parcel?
If your consolidation is listed as "to be packed", you can cancel the consolidation request. You can then make a new consolidation request including the items you wish to add.
If the consolidation is listed as "being packed", it cannot be canceled, and no items can be added or removed at that point.
Q. Can you mark my parcel as a gift on the invoice?
A. All items shipped via Japan Post are automatically marked as gifts.
Q. Can I ship to a Japanese address?
We can ship to a Japanese address under certain circumstances.
If you want to ship to a Japanese address, you'll be required to pay the following in your 2nd payment.
1) The shipping fee from the seller to our warehouse (listed as "domestic shipping fee")
2) The shipping fee from our warehouse to the domestic address (listed as "international shipping fee")
3) A 10% service fee for domestic orders (listed as "Other fees")
4) The 100 JPY consolidation fee per item (if you chose the consolidation + inspection + insurance plan)
5) Any transaction fees, if applicable
Please note that per company policy, we cannot ship to forwarding companies.
Q. How many orders can I combine in one parcel?
A. You can combine up to 25 orders per consolidation.
Q. Can I buy more than one item at a time, and from different shops?
A. You can buy more than one item at a time if they are from the same website. If the items are from different websites, you'll be required to split them up into multiple orders.
Q. Can I buy items in bulk?
This depends on the individual seller's stock levels. In theory, you can buy whatever quantity is available.
During your 1st payment checkout, you can select an option to purchase the available amount or cancel your order, in the event that you enter a quantity of more than what's available.
Q. Can I reserve or pre-order items?
A. Yes, you can pre-order items. Just submit the order like normal, and our purchase team will reserve the item for you once the pre-order period starts.
Q. Can I make an order over the phone?
A. We only provide online services through our website.
Q. Can I change part or all of my order?
A. Generally, once an order is submitted, we can't change any part of it.
Q. Can I cancel my order?
A. Generally, once an order is submitted, it can't be canceled.
Q. Can I get a receipt?
A. No, we cannot provide any receipts, as they are required for our bookkeeping purposes.
Q. Can I get a refund or an exchange?
A. We don't provide exchanges. We only offer refunds in certain cases for damaged or incorrect items.
Q. Can I order lottery items?
A. Yes, we can order lottery items. If you win, you'll get the item. If you lose, you'll be refunded.
Q. Can I buy digital items, such as serial codes/digital files?
A. Yes, we can order digital items. Please note that there is a digital item fee equal to 10% of the item's price.
Q. Can I buy fanclub exclusive items?
A. No, we cannot order fan club memberships or fan club exclusive items.
Q. Can you prioritize my order if it's time-sensitive?
A. No, we cannot prioritize any order over another. All orders are processed in the order they are received.
Q. Can I order a subscription service?
A. No, we cannot order subscription services.
Q. Can I ask the seller a question?
If there is a way to contact a seller, we can ask them a question for a 100 JPY question fee.
Question requests can be submitted via our request form!
- As the item name, please enter "Question fee".
- As the item price, please enter "100".
- As the item URL, please enter the item URL you have a question about.
- In the comments section of the form, please write your question.
- Repeat the same process if you have more than 1 question!
Q. I'm interested in ordering a Nendoroid face. How do I do that?
A. Please refer to the tutorial on the DEJAPAN blog here!
Q. Can you ask the seller to put my name on the item?
A. No, we cannot. This makes it obvious that we are a proxy service, and some sellers prefer not to sell to proxies.
Q. Can you discard part of an item? I don't want it.
A. Per Japanese warehouse policy, we cannot discard any part of any item that arrives at our warehouse.
Q. Can I order items that require direct pick up?
A. We can order items from 7net that require convenience store pick up. For other items requiring direct pick up, please check with us first at email@example.com
Q. The item I ordered from a flea market was not as described. What do I do?
A. Per our company policy, we are not responsible for item condition.
Q. The item(s) I bought turned out to be fake. What do I do?
A. Per our company policy, we are not responsible for item authenticity.
Q. Item(s) were missing from my parcel. What do I do?
A. Please contact us as soon as possible about the issue! It may be that there is a 2nd box in your parcel that hasn't arrived yet.
Q. Item(s) were damaged during delivery. What do I do?
Please contact us within 7 days of the package's arrival. Please include the following photos in your email:
1. A top-down shot of the open parcel in approximately the condition you received it in, including the items and any packing materials
2. A photo of the shipping label
3. Photos of all sides of the shipping box, including close ups of any damage to the box
4. Photos of any damaged items
Q. The tracking information says my parcel was delivered but I didn't receive it. What do I do?
A. Please check with members of your household to see if they may have received the parcel. If they haven't, please contact us about the issue as soon as possible!