Ordering Information

Business Calendar:

Our offices and warehouse is closed on weekends and national holidays in Japan. We do not process orders and our customer service is not available when the store is closed, we still accept orders and will process them as soon as possible.

Please refer to our Business calendar below.

◆Shipping

How We Ship:

Items will be shipped from Japan. We usually ship within 1-3 business days of receiving cleared payment but please note that it could take longer depending on the product and the quantity of items ordered.

Shipping Options:

We offer 5 different shipping methods.

Economy shipping has the lowest price but please mind that packages have lower priority than other services and delivery may take longer depending on the situation of the postal service in your country. If you do not mind waiting for a little bit longer and want to save some money on shipping, this is the option for you.

Standard Air Registered has higher priority than Economy and packages are usually delivered faster. With this option, we also offer a way of tracking your items for an affordable price. However, please mind that delays might occur in some cases. If you would like to be able to track your package and do not mind waiting for more than a week, this is your choice.
(Please note Australia and Canada do not offer updates for this service and tracking will stop once it leaves Japan, all other countries provide full tracking updates and final delivery status)

EMS (Express) shipping is the quickest service provided by Japan Post. Includes tracking, available for PO Box deliveries.

DHL Express / FedEx / UPS are our fastest and most reliable options, with these methods packages will arrive almost without delays in just a few days, will NOT deliver to PO Box.

In case your country is listed but you are unable to select a particular shipping method, please be aware that with Economy or Standard Air / Air Registered shipping there will be package size and weight limitations. Any combined order of items exceeding this size or weight will not be eligible to be shipped by these methods. If, for any reason, a size/weight miscalculation occurs, we reserve the right to send the items in two or more packages by the shipping method originally selected.

In special cases (e.g. a shipping service becomes temporarily unavailable), we may upgrade the shipping method selected to an equal or higher priority one after consultation.

Shipping Fees:

You can check shipping costs before checkout by viewing your cart. To check shipping costs, add any combination of items to your cart and click the "Estimate Shipping" button under the "Shipping" section (you can calculate shipping fees and you do not have to proceed with your purchase at this point).

Combine Shipping:

By adding multiple products to your cart, you can combine shipping for multiple items during checkout. Combined shipping costs will be calculated automatically in your cart depending on the total weight and size of the items.

Since we usually do not accept the merging of separate orders or items except in specific cases, please make sure to add all the products you would like to purchase to your cart before completing the order.

If you are combining pre-order products, please also be sure to check the Pre-Order section.

Shipping Address Changes:

If you would like to change the shipping address of your existing order/s, please contact our customer support at info@plazajapan.com with the order number and your new address details.

Please note that we will not be able to make any modifications to an order that has already been shipped.

Late Delivery and Lost orders:

The delivery timeframe described in the table above is only an estimate and there will be cases where a package take longer than expected to be delivered depending on the situation of the postal service or carrier. Any delay by these services is not our responsibility and orders will not be eligible for any kind of compensation under these circumstances.

When choosing a shipping method with tracking available, please be sure to check the status of your delivery by using the tracking number associated with the order. If an order takes considerably longer than our estimates, we kindly ask you to try and contact the postal service or carrier in your country to be updated on the situation.

If a package appears to be lost, please contact our customer support at info@plazajapan.com and we will start an investigation with the postal service.

Any compensation will be offered in the form of Store Credit unless special circumstances apply.

Damage in Transit:

If a package appears to be badly damaged at the time of delivery, we kindly ask our customers to refuse it so that we can file a claim with the postal service (the help of the customer might be required).

In case a package was delivered and the items inside are damaged, please contact us at info@plazajapan.com with pictures and we will try to find a solution with you.

Plaza Japan reserves the right to decide on a case-by-case basis if the damage is substantial enough to be eligible for compensation. In any other case, our Return Policy will apply.

◆Payment

Payment Method:

We accept online payments via PayPal, Credit Card or Digital payments such as Apple Pay, Google Pay.

Price In Your Currency & Charges:

Our default currency is Japanese Yen (JPY), but prices can also be displayed in US Dollars, Euros, British Pounds, Australia Dollars and Canada Dollars (you can click any of these options to apply the changes).

You can also change it from the currency converter button found on the extended menu in the top-right corner on Desktop PCs, indicated by the 3 lines icon 三, or the "・・・ More" menu icon at the bottom right on mobile devices.

As for charges, please note that your actual purchase will be charged in Japanese Yen. If you are using a different currency for reference, be aware that depending on PayPal or your Credit Card company exchange rates, there may be a slight discrepancy between the displayed amount during checkout and the actual amount charged, this will also apply for refunds, if time has passed since your order (fore example Pre-orders) there may be difference in the amount you originally paid and the amount refunded due to the natural change in currency values (Just the same as when you exchange foreign currency when you go on holiday)

◆Pre-order

How It Works:

Pre-order items are products that have been announced but not yet released by the manufacturer. If a product is being rereleased or restocked in a future date, it will also be marked as "pre-order" on our store.

Payments for pre-order items will be collected immediately after checkout. While we do charge immediately for your order, we also accept cancellations before the release date and or shipment of the items. In such case, our Cancellation Policy will apply.

The products will be shipped around the release date shown on the product page but please note that the release date can sometimes be delayed by the manufacturer. We always do our best to keep the product pages updated in case any changes are announced by the manufacturers so that our customers will be updated at any time.

It is NOT recommended to purchase food items with pre-order items that are due for release months away as expiry dates and availability of food stuff cannot be guaranteed at the time of release of pre-order items.

Combining with pre-order items:

In case multiple pre-order items are combined together in the same order, we will not be able to dispatch an order unless all the items included are available.

Also, if some of the products in your order are currently available but combined with pre-order items, we will not be able to send the order until all the products are released by the manufacturer.

If you would like to receive the items faster and soon after their release date, we suggest placing separate orders for each pre-order item.

Our Cancellation Policy will apply for any partial or full order cancellation requested under these circumstances.

◆Customs

Import Fees & Taxes:

Since all orders are shipped directly from Japan, any import fee or taxes for importing goods requested by your country will be the buyer's responsibility. These additional fees are not included in the final price.

As the rules and value thresholds differs by country, we invite you to please refer to your country's government website.

Any order returned or not accepted because of import duties left unpaid will be subject to a 10% re-stocking/cancellation fee if a refund is requested. Please also see our Return Policy.

Update 2023/09 - REGARDING GST (Goods and Services Tax) FOR AUSTRALIAN CUSTOMERS ONLY

The Australian tax office (ATO) has requested we charge 10% GST on all purchases at Plaza Japan for Australian customers, this unfortunately includes shipping fee and will be displayed at checkout under the Subtotal and Shipping fees stated as Tax, this 10% is then paid on to the AU government for any order UNDER $1000 AUD (90000 JPY) for private individuals, if you are a REGISTERED AU business owner and pay tax directly to the AU government, please contact us with your registered business number and Plaza Japan account details and we will add your account to the excluded tax list and you will not be charged 10% at checkout as it is paid on your behalf later. Please note this is ONLY for registered AU business and we will check the business registration details before adding you to the list. Any orders over $1000 AUD, tax is handled on import by AU customs and border forces

Update 2023/09 - REGARDING VAT (Value Added Tax) FOR UNITED KINGDOM CUSTOMERS ONLY

As of Jan 2024 orders UNDER £135 (25000 JPY) shipped to the UK have 20% VAT included in the price, this is then paid forward to the UK government, this means there are NO delays nor additional fees to pay on your order except for what is shown at checkout making the shopping experience more transparent and as outlined in the following article.
https://www.gov.uk/guidance/vat-and-overseas-goods-sold-to-customers-in-the-uk-using-online-marketplaces

If you are a REGISTERED UK business owner and pay tax directly to the UK government and have an EORI number, please contact us with your registered EORI number and Plaza Japan account details and we will add your account to the excluded tax list and you will not be charged VAT at checkout but logged to your account for monthly or quarterly payment to the UK government.

Any order OVER £135 GBP will not be charged VAT at checkout, it will be collected by the importing courier service such as FEDEX or the Royal Mail. They should contact you about the package before delivery.

Update 2024/07 - REGARDING GST (Goods and Services Tax) FOR NEW ZEALAND CUSTOMERS ONLY

To maintain compliance on imports into NZ, 15% GST on all purchases at Plaza Japan for New Zealand based customers will be charged at checkout, this unfortunately includes shipping fee and will be displayed at checkout under the Subtotal and Shipping fees stated as Tax, this 15% is then paid on to the NZ government for any order UNDER $1000 NZD (90000 JPY) for private individuals

Update 2024/08 - REGARDING GST (Goods and Services Tax) FOR SINGAPORE CUSTOMERS ONLY

To maintain compliance on imports into Singapore, 9% GST on all purchases at Plaza Japan for Singapore based customers will be charged at checkout, this unfortunately includes shipping fee and will be displayed at checkout under the Subtotal and Shipping fees stated as Tax, this 9% is then paid on to the SG government for any order UNDER $400 SGD (45000 JPY) for private individuals, anything over this amount will have the GST charged on import by the courier.

We thank you for your continued patience and cooperation in this case.

◆Cancel and Returns

Please contact us at info@plazajapan.com for cancellation / return requests after reading our policies below.

Cancellation Policy:

We reserve the right to accept order cancellations on a case-by-case basis and will not be able to cancel orders that have already been shipped or packaged.

For both pre-orders and in-stock items, we can either refund payments as Store Credit (only if you have a Plaza Japan account) or to your original payment method if your request for a cancellation is accepted.

Please note that requesting a refund to the original payment method will incur in a 5% re-stocking/cancellation fee, which will be deducted from the refunded amount. No fee is taken for orders refunded in Store Credit.

Returns Policy:

In the case a product differs from expectations, is defective or malfunctioning, a return for a specific order can be requested in your Order History page (only if you have a Plaza Japan account) or by contacting our customer support at info@plazajapan.com.

Any return requested by the customer must first be approved by our staff and can only be requested within 1 week from the date of delivery.

Products returned must include their original packaging and be complete of all accessories or parts, as in the original order. The customer will be responsible for any shipping fee, as well as all risks and damage associated with the return.

Any non-authorized return (wrong shipping address, undeliverable or unclaimed package etc.) will not be eligible for a full refund and shipping fees will be required once more if the customer would like for the order to be sent again.

For damaged goods:
Please contact our dedicated support team at info@plazajapan.com with as much detailed information on the item and situation including some IMAGES of the item to help us help you.
images attached via email have a limit of 20mb so please compress or screenshot the image if necessary (a regular HD smartphone image is around 5mb)

Refunds & Order Compensations:

Order compensations will usually be offered as Store Credit.

In particular cases, or if specifically requested by our customers (all other policies apply), we will offer to refund the amount to the original payment method. However, we reserve the right to decide this on a case-by-case basis.

Refunds to the original payment method will be processed in our default currency (Japanese Yen). Any applicable fees or exchange rate discrepancies by the credit card company or PayPal will not be our responsibility.

◆Contact Information

Should you have any further inquiry, please do not hesitate to contact us at info@plazajapan.com

Or use the contact form on the site here; https://www.plazajapan.com/pages/contact-us.html

Please also be sure to check our FAQ page.

Our dedicated customer support team will try to respond to your messages as soon as possible, but please note due to the time zones and difference in Japanese bank holiday dates there may be a delay, however we do respond to all of our customer messages and kindly ask for your patience.