Help

Returns & Refunds

Returns & Refunds

The Friend is taking too long to ship my order. Can I cancel it?

First, please check the offer page to see the number of days your Friend has indicated it will take for them to ship your item, or whether or not the item is a pre-order. Remember that the estimated shipping time is just that — an estimate.

Please note that items offered by your Friends in Japan are usually items they have found on online stores or marketplaces (including flea market sites) etc. Therefore it takes time for the item to be delivered to the Friend before they can ship it on to you.

If more than 3 days have passed since the estimated shipping date, please contact us by creating a new support ticket. Please include your Otsukai username and the URL of the Request you have a question about. We will get back to you as soon as possible.

Where is my parcel?

Be sure to check the tracking number of your package regularly. Depending on your location and the time of year, it may take more or less time to arrive. Customs may also temporarily retain your package for inspection.

Feel free to create a new support ticket including your Otsukai username and the URL of the Request you have a question about. However, please contact your country’s postal service before contacting us if the package has already landed in your country.

I accepted an offer but I've changed my mind. Can I cancel the order?

In order to protect the Friends, orders on Otsukai cannot be cancelled once they have been started. It is your responsibility to confirm the details of offers before you accept them. This includes the ‘more info’ field and any comments written on your Request page. If you have not yet accepted any offers, you can delete your Request at any time. However, once you have made payment you cannot cancel your order. All orders are made at your own risk.

Please contact us by creating a new support ticket (including your Otsukai username and the URL of the Request) if your Friend in Japan has sent the incorrect item or if it is not as described. We will then contact your Friend and try to find a solution.

My order has arrived but it is not as described.

If the Friend has sent you a completely different item to the one you accepted, then please contact us by creating a new support ticket (including your Otsukai username and the URL of the Request). We will then contact your Friend and try to find a solution.

All orders on Otsukai are made at your own risk. Please check the offer carefully before accepting, and make sure you research the item that you are purchasing.

My order has arrived but it is damaged. What now?

Your Friend will pack your items to the best of their ability to protect them from being damaged. However, there may still be occasions where damage or even loss occurs. In the case that your order has arrived but is damaged, please do the following:

  • Please contact your local post office immediately. An employee will check the condition of the damaged articles. Please note that you have to present the contents of the package and also the packaging itself. You may be able to claim the insurance up to the amount stated on the customs declaration.
  • If you feel the item was packaged very badly by the Friend (for example, they did not use any bubble wrap or cardboard around a badge and it was dented), then please contact us by creating a new support ticket (including your Otsukai username and the URL of the Request you have a question about) and we can contact the Friend to find a solution.

Can I return my order and get a refund?

Items cannot be returned except in very special cases. Please check both the information you put into your Requests and the offer details carefully before accepting and paying for the items. All orders are made at your own risk. Don’t forget that you can ask as many questions as you like before accepting any offers. Please use the commenting feature available on the browser version of Otsukai.

There was a problem with the order and I've been asked to return the package

You must return packages to the sender only if you have been instructed to do so by a member of the Otsukai support team.

It is important that you write RETURNED GOODS on the customs declaration form in order to prevent extra customs duties from being applied to the package.
If you fail to write RETURNED GOODS on the package and the Friend ends up paying customs charges, you will be liable to cover the charges. The charges will be deducted from any refund you are owed for the returned package.

I found a problem with my item after marking my order as arrived

Please understand that marking your order as arrived is the final stage of orders on Otsukai.
It is important that you check the contents of your package before marking it as arrived.
Otsukai cannot assist you once you have completed the order.
If you find a problem with your item, be sure to contact the Otsukai support team before marking your order as having arrived.
Please bear in mind that packages are automatically marked as arrived 27 days after being shipped. You must be sure to take some kind of action on Otsukai before these 27 days have passed.
Read more here: Why must I take action within 27 days of my order being shipped?