FROM JAPAN Help Center

If there is any issue with an item that is eligible for compensation, you can submit a compensation claim. If you wish to request compensation for an item, please be sure to contact our customer service within 7 days of receiving the item, and include the following information: Proof of a damage report/claim placed to the post office or delivery company. (e.g. picture or screenshot of your receipt) *1 Please provide the photos showing the below: Package exterior (condition it arrived in) Condition of the item packaging inside the shipping box Condition of the damaged item Tracking number Auction ID / Order number for the relevant item A brief description of the packaging condition & the damage to your item *1 Please submit a damage report to the delivery service in the destination country/region within 7 days of arrival. If the required information is not provided within 7 days of arrival, it will not be eligible for compensation. * If you have filed a compensation claim for a item with us, it must be returned to us within one week of receiving our return instructions. * In the case of a refund, it will generally be processed as FJ points, regardless of the payment method used. * Customs duties and product warranty plan fees are not refundable.

International shipping fees are calculated based on the package’s size and weight after packing. Please use our estimation tool to check the estimated shipping cost. * For shipping methods other than Japan Post, the shipping fee is calculated based on volumetric weight, so please enter both size and weight. In FROM JAPAN's packaging process, the packing method varies depending on the nature of the item. Please refer to the guidelines below for estimated package size and weight. Standard Items Size: Item dimensions (Length/Width/Height) + 6 cm each Weight: Item weight + 2kg Fragile Items (Liquor, Glassware, Precision Equipment, etc.) Size: Item dimensions (Length/Width/Height) + 12 cm each  Weight: Item weight + 4kg  * The above size and weight are for reference only and may differ from the actual package. * The final shipping cost will be based on the actual size and weight after packing. Customers cannot specify any specific packing method. * You can check FROM JAPAN’s packing methods here.  * You can check the available shipping methods and size/weight limits for each carrier here. 

FROM JAPAN charges in two separate payments: Charge 1: Item price Charge 2: International shipping fee, Handling fee (500 yen per order), Other fees (if applicable) The international shipping fee is calculated based on the package’s size and weight after packing. You can check an estimated shipping cost using our estimation tool. Common examples of additional costs include: Domestic shipping within Japan (actual cost), special handling fees by the shipping company, etc. You can check details about each fee here. * Customs duties are not included in the price of items purchased through FROM JAPAN. The recipient is responsible for any customs clearance procedures and duty payments in their country. * Even if an item’s page mentions "free shipping," it may only apply to uninsured and non-trackable shipping methods. FROM JAPAN always requests shipping methods with tracking when making purchases or placing bids. If additional shipping fees are charged, domestic shipping costs (actual cost) will be included in Charge 2 payment.