Frequently Asked Questions
1. Shipping
Q. How long will delivery take?
International shipping usually takes about 2–3 weeks from the date of shipment. Delays may occur due to customs clearance, local conditions, or weather.
Q. My tracking information is not updating.
Please contact your local delivery carrier directly. The carrier varies by country.
Click here to check the delivery carrier in your country
Q. My package has not arrived.
If your package has not arrived within 2 weeks after shipment, please contact your local delivery carrier immediately. If no action is taken and the package is held for too long, it may be returned to us, the sender.
Click here to check the delivery carrier in your country
Q. Do I need shipping insurance?
Yes, shipping insurance is mandatory. Please purchase it together with your product in the same cart. If purchased separately, the insurance will not be valid. Orders without insurance are not eligible for compensation in case of delivery issues.
Click here for more details about our shipping insurance policy
2. Address Entry
– Please enter your address in English only (Japanese or Arabic is not accepted).
– If you do not know your postal code, you may enter “00000” as a placeholder, but a full and accurate address is still required.
– Enter your phone number with the country code (e.g., +966).
– Important Notice for Customers in the Middle East
3. Customs Duties
– Product prices do not include customs duties.（Excluding customers in the United States）
– Customers are responsible for paying any applicable customs fees. （Excluding customers in the United States）
– Orders cannot be cancelled or refunded due to refusal of customs payment.
4. Order Cancellation
– Orders cannot be cancelled once shipment preparation has begun or after the order has been shipped.
– We do not accept cancellations or refunds for orders refused due to unpaid customs duties or refusal to receive the package.
5. Returns
Returns are accepted only if you contact us within 7 days of receiving your order. Conditions for returns:
– Item must be unopened and unused
– Original packaging and tags must be attached
– Proof of purchase (receipt or order number) must be provided
– Return shipping costs are the responsibility of the customer
6. Damaged, Defective, or Incorrect Items
– Please check your order immediately upon arrival.
– If the item is defective, damaged, or incorrect, please provide photo or video evidence.
– Once confirmed, we will issue a full refund or send a replacement.
– Claims without evidence cannot be processed.
7. Refunds
– After refund processing is completed, it may take 3–4 days for the funds to be credited due to system processing times.
– For credit card payments, the refund will be deducted from your card billing amount.
– The timing of the refund posting may vary by card issuer. Please contact your card company for details.
8. EU 14-Day Cooling-Off Period
For orders shipped to the European Union, you have the legal right to cancel or return your order within 14 days for any reason, without explanation. The return conditions are the same as our regular return policy.
9. Expiration Date
We ship products with a shelf life of at least 3 months.
9. Contact
For any questions about returns or shipping: info@jb-store-jp.com
