Japanese online shop

Customer Service

JapanBrandOnline accepts your payment via Paypal (covering most major credit cards such as American Express, Diners Club, Discover, JCB, MasterCard, Eurocard and Visa) as well as Alipay, ChinaPay and Worldpay. We do not accept wire transfer, international checks or money orders.
Cancel an order
Once an order and payment have been made, it is impossible to cancel the order or change the destination of delivery. However, once the item has arrived, we accept return and refund requests. We thus ask you to return the item in its original packing. According to the return conditions, the shipping fee has to be paid by the customer. Unopened parcels, brand-new items (secondhand items, have to be in the same condition as upon delivery) can be returned to JBO within the assigned period. Depending on JBO’s return policy (examination of the item a.o.) a full refund is possible in some cases.
Return Policy
JBO’s Return Policy is as follows: In the case your item is damaged during shipping, please e-mail us within 3 days and immediately file a damage report at your local post office. Once the post office files a damage report, they will ship your item back to Japan at no charge. After we receive the damaged item and damage report, we will refund the full amount of the item, including all shipping charges. In the case the item delivered is not what you ordered, notify us within 3 days of arrival and ship it back to JBO’s office within 10 days after notifying us. We do not deal with items that are not claimed within the assigned period. Please verify all items upon delivery. If you should have any further questions, please email us. Refunds will be given at the discretion of the Company Management
Shipping Policy - International
JBO orders can be delivered to most countries in the world. Be sure to fill out all required fields when placing an order. If you are not sure whether we can deliver orders to your destination, submit an inquiry here. Items are usually delivered within 10 days. Except for a few cases, JBO will make the shipment within 3 workdays after the order has been made. The delivery varies depending on the conditions of the clearance process in each country. It normally takes three days after shipment for the items to arrive. At the moment we only offer EMS for all items except jewelry, which is shipped via Japan Post Service. We will notify you of the tracking number after we’ve shipped your order. Customers can trace the present location of their order by using the EMS’s Track&Trace service. In the case your order hasn’t arrived within 10 days it will be looked into and JBO will give feedback via e-mail. EMS sates vary based on total weight and final destination. For further details, please visit the following here . Possible additional taxations of an order depend on the country’s policy and we cannot take any responsibility. Hence, in case of tax charge in the local clearance system it has to be paid by the customer. We strictly follow all national and international regulations regarding the sale, purchase and shipment of any product or product component that is restricted or prohibited by any Japanese or International laws.
Shipping Policy - Domestic
JBO orders can be delivered all over Japan though you do not find the domestic carrier on the purchase form. At this time, all domestic deliveries are shipped via Takkyubin by Yamato Transport Co., Ltd. The cost of delivery depends on the size and weight. Yamato will deliver most items within three days. We will notify you of the tracking number via e-mail after we’ve shipped your order. Please note that Yamato has some restrictions concerning deliverable items. For further details, please visit the following website: www.kuronekoyamato.co.jp
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Office location
Japan Brand Online
2-39-7 3F Hongo, Bunkyo-ku,
Tokyo 113-0033
Phone no.: +81-(0)3-5844-2061
Fax no.: +81-(0)3-5844-2063
Please note that JBO is located in Japan. Our office hours are weekdays (Mo-Fri) from 10 a.m. to 6 p.m. Japanese local time. We thus recommend contacting us by email (support at japanbrandonline.com), or fax, or via this contact form.