Common problems

We have put together a list of common problems.

If you cannot find a solution on this page, please contact us.

gachakawa.japan@gmail.com

What if I receive a defective product?

In rare cases, there may be initial defects (damage, scratches, missing parts).

Please email us immediately before opening the case.

We will prepare a new item and resend it to you.

*Once the case is opened, it is highly likely that we will not be able to respond appropriately. Please be careful.

What if the product does not arrive?

Last year, there were two delivery accidents in the EU, one in Australia, two in the US, and five in Mexico.

If your order has not arrived within one month of the shipping date, please contact us before opening the case.

We will either refund your money or prepare a new item and reship it.

*Once the case is opened, we will likely be unable to take appropriate action. Please be careful.

I received the package, but there is no product inside! What should I do?

Last year, there was one case in the EU and one case in Australia where the contents were missing.

There are also cases where goods are stolen at customs.

Please contact us immediately by email before opening the package.

After that, please contact your local post office.

We will issue a refund or send you a new product.

*Please note that once the case is opened, it becomes very difficult to take appropriate action.

What if I receive the wrong product?

Delivery personnel may affix labels incorrectly, or items may be switched at customs.

Please email us immediately before opening the case.

We will prepare a new item and resend it to you.

What if you are charged high customs duties?

Customs duties are determined by customs officials in each country based on the declared value of imported goods.

Therefore, we are unable to accurately determine the amount.

After your package arrives at the customs office in your country, you may receive a letter from customs by mail.

Please present your purchase receipt (purchase details) and relevant website pages to the customs office official.

Customs duties may be exempted or reduced.

I can't pay the customs duty. Can you pay it for me?

Tariffs are stipulated by the laws of each country.

Tariffs are taxes imposed on goods purchased from overseas.

The purpose of tariffs is to protect high-priced domestic products from low-priced foreign products.

The buyer who purchased the goods is obligated to pay the tariff.

As tariffs are stipulated by the laws of each country, it is not possible to pay them on behalf of others.

I was charged double customs duties. What should I do?

FedEx, DHL, and Japan Post may charge double customs duties due to system errors.

If you purchased the item on eBay, please report it to eBay Customer Support first.
You will then need to pay the customs duties once.
After payment, the buyer will report it to eBay Customer Support and receive a refund.

*Even if we report it to eBay Customer Support, they will not be able to respond.