FAQ
We have compiled a list of frequently asked questions.
If you have any other questions, please contact us via Contact Us or email.
We will reply within 48 hours.
email
gachakawa.japan@gmail.com
How long will it take to get my item?
We mainly use economy shipping to reduce the burden on buyers.
Please refer to Japan Post's delivery times.
Below are the estimated delivery dates.
*Delivery may be delayed during busy periods, so we recommend ordering one month in advance.
USA
Approximately 2 weeks from the date of shipment
If you change to EMS, it will arrive in about 7 days.
Australia
Approximately 10 days from date of shipment
If you change to EMS, it will arrive in 2-3 days.
EU
Approximately 2 weeks from the date of shipment
If you change to EMS, it will arrive in about 7 days.
Asia (Korea, Indonesia, etc.)
Approximately one week from the date of shipment.
If you change to EMS, it will arrive in 2-3 days.
Where do you ship from?
We ship from Aichi Prefecture, Japan.
The location is right in the center of the map of Japan.
Centrair Airport is nearby, so if you change to EMS, it will be easier for the package to arrive quickly.
Do you offer international shipping?
Yes, of course.
We can ship to areas that are serviced by Japan Post.
If you have any questions regarding your shipping country, please feel free to contact us.
How much does it cost to ship to my country?
Shipping fees vary depending on the country and weight.
Please refer to Japan Post's shipping rates.
https://gachakawa.com/pages/shipping
How do I make an offer?
eBay has an offer function.
However, our website does not yet have this function.
So please contact us or send us an email.
I want a Japanese product that is not listed. Would you be willing to sell it to me?
We may also be able to sell products that are not listed.
Please feel free to contact us via the Contact Us or email.
What is your return and exchange policy?
We accept returns and exchanges for eligible products purchased through the official Gachakawa website.
Please carefully review the following policy before placing your order.
1. Returns or Exchanges for Customer Convenience
If you change your mind, the size does not fit, or the product does not meet your personal expectations, you may request a return or exchange within 7 calendar days from the date your order is delivered.
Please contact us through our contact form or by email within this 7-day period to request a return or exchange.
Please note that:
- Return or exchange requests submitted after 7 calendar days from delivery cannot be accepted.
- Customers are responsible for the return shipping costs for returns or exchanges due to personal preference or convenience.
- Original shipping costs are non-refundable for returns made for customer convenience.
- Products must be returned in their original condition and with all original packaging, tags, and accessories, unless otherwise agreed by Gachakawa.
- Customers are responsible for inspecting their products promptly after delivery and contacting us within the applicable return period if they have any concerns.
2. Defective or Incorrect Products
If you receive a product that is genuinely defective, damaged, missing a component, or different from the product you ordered, please contact us within 7 calendar days from the date your order is delivered.
Please provide clear photographs and a description of the issue so that we can review the situation.
After reviewing your request, we will determine the appropriate resolution, which may include a replacement, exchange, or refund, depending on the circumstances.
If the issue is confirmed to be our responsibility, we will provide instructions regarding the return or replacement process.
3. About Mass-Produced Products and Minor Cosmetic Variations
Many of the collectible products we sell, including Japanese Gashapon (capsule toys), are mass-produced products.
Due to the manufacturing, painting, printing, and packaging processes, individual items may have minor cosmetic variations. These may include:
- Minor paint variations or uneven paint application
- Slight paint bleeding or paint overspray
- Small dots, marks, or minor surface imperfections
- Slight differences in color or paint placement
- Minor differences between individual pieces of the same product
These types of minor variations are generally considered normal characteristics of mass-produced products and do not automatically constitute a defect or qualify for a return, exchange, or refund.
If you are looking for a product with completely flawless or uniform cosmetic finishing, please understand that mass-produced collectible products may not meet those expectations.
Significant defects that affect the product's structure, function, or intended use will be reviewed separately.
4. Important: Return Request Deadline
The return period begins on the date the carrier confirms delivery of the order.
Any request for a return, exchange, or refund based on the condition of the product must be submitted within 7 calendar days of delivery.
Requests submitted after this period cannot be accepted, even if the customer states that the product was inspected earlier.
For this reason, we strongly recommend inspecting your order promptly after delivery and contacting us as soon as possible if you believe there is a problem.
5. Items Not Eligible for Return or Exchange
Returns or exchanges cannot be accepted in the following circumstances:
- The customer did not contact us within 7 calendar days of delivery to request a return or exchange.
- The product has been used, worn, damaged, stained, or altered after delivery.
- The product has been returned without its original tags, accessories, packaging, or other included items, where applicable.
- The product is returned using a shipping method or procedure not authorized by Gachakawa.
- The product was sold under special conditions stating that it is non-returnable.
- The product page or campaign page specifically states that the item is not eligible for return or exchange.
- The item is an undergarment, swimwear, accessory, or other product intended for direct contact with the skin without clothing, where applicable.
6. Final Review
All return, exchange, and refund requests are reviewed individually based on the condition of the product, the reason for the request, the applicable return period, and the circumstances of the order.
Please understand that submitting a request does not guarantee approval of a return, exchange, or refund.
If you have any questions about a product's condition or return eligibility, please contact us before placing your order.
I don't really understand customs duties. Could you please tell me how much they cost?
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to bidding or buying.
You can calculate the customs duties of your country on the customs duty calculation site "simplyduty."
https://www.simplyduty.com/import-calculator/
Thank you for your understanding.