FAQ

About order and delivery

After purchase, we plan to ship from 2~3 business days or from the middle to the end of the following month. Some items, including made-to-order items, have different prerequisite times before shipping, so please check each product page for details.

*Please note that if you purchase products with different scheduled delivery dates, they will be shipped together with later scheduled delivery dates.

We apologize for the inconvenience, but we do not accept cancellations or changes to your order once it has been completed. If you have any questions, please contact customer service by e-mail.

We apologize for the inconvenience, but we do not accept any changes to your order after the order has been completed. If you have any questions, please contact customer service by e-mail.

We can deliver to Taiwan, Hong Kong and Singapore. *Some products can be delivered only in limited areas.

Couriers vary and include, but are not limited to, EMS, ECMS, DHL, QXPRESS, DPEX Worldwide, etc. When the item shipment is completed, we will send you an email notifying you of the delivery company and tracking number, so please check the item shipment completion email.

It depends on the country we ship. Please check below,

Taiwan / Hong Kong

  • Order under JPY15,000 : JPY1,800 
  • Order over JPY15,000 : Free shipping

Singapore

  • Order under JPY15,000 : JPY2,200 
  • Order over JPY15,000 : Free shipping

Customs duties, other import taxes and customs fees may be levied on the purchased items at the time of customs clearance in the receiving country.In that case, the recipient will be responsible for the payment, so please pay directly to the delivery company or customs at the time of delivery.
Please note that the policies regarding taxes and customs fees differ from country to country, so please contact the customs office of the receiving country for details.

If you do not receive your item after the estimated delivery date on the item page, please contact customer service by e-mail with your order number.

All products returned to our company (in Japan) will be canceled or refunded if you do not contact us in advance. In that case, please order again.
If you wish to have your items delivered again, please contact customer service by e-mail. We will redeliver the returned item as soon as we can confirm your purchased item. It takes about one month to make another delivery. Customers may be responsible for the shipping costs for redelivery.

If you register as a member on this site, you can check your order history from the account page.
Alternatively, please check the purchase completion email sent after the order is completed.

About payment

The following payment methods are available.
1. Credit card
Acceptable cards: VISA / MASTERCARD / AMEX / JCB

2. Shop pay, Apple pay, Google pay
* Since it depends on the device, the display will differ depending on the customer's device when accessing the site.

**The payment amount is calculated in Japanese yen, and the amount displayed in the currency selector on the WEB page is simply a guideline amount notation. The actual exchange rate will be the amount on the billing date of the credit card company.

We apologize for the inconvenience, but we do not accept changes in the payment method after the order is completed.

Payment to our store will be confirmed at the time of ordering and will be charged to the card company.The credit card closing date and withdrawal date (payment date) differ depending on the card company.Please contact your card company for details.

About refund and replacement

If the item is defective, please contact customer service by email within 7 days of the arrival of the item.Please note that if you do not contact us within 7 days after the item arrives, we may not be able to accept your refund request.Some products, such as cosmetics, may have their own special conditions.
Please note that we cannot accept refund or replacement requests due to reasons caused by customers such as different of colors due to monitors and images, size mismatch, order mistakes, etc.

We apologize for the inconvenience.
Please contact customer service by e-mail with a photo of the product status attached.

Others

We understand your request. Please contact customer service by email for more information.

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Please contact us at support@youen-jp.com

We accept inquiries by e-mail 24 hours a day, 365 days a year, but we will respond within business days (10 to 17 o'clock on weekdays in Japan time). In the case of no-business days such as weekends, holidays, etc., it will be handled on the next business day. Thank you for your understanding.

This site is operated by Fun Japan Communications Co., Ltd. (Tokyo, Japan).
Fun Japan Communications has been operating media that disseminates information about Japan covering a wide area of Asia for many years, and with the desire to deliver Japan's attractive and high quality to Asian people, You.en has finally opened.

Company Name: Fun Japan Communications
Address: NBF Shinagawa Tower 5F, 2-16-5 Kōnan, Minato-ku, Tokyo, 108-0075, Japan
Contact: support@youen-jp.com
Homepage: https://www.fun-japan.jp/