Paypal Change Rate100 Yen = US$ 0.76
Before going into details about how we handle any issues that may arise during your import experience, here is a reminder that a complete understanding and acceptance is essential to understanding the Neokyo service principle.
|Problems related to items|
|My article does not match the original description.||Japanese vendor or shop||No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.|
|My purchase instructions were not followed without notifying me.||Neokyo||Cancellation and refund, if desired|
|My item is not authentic.||Japanese vendor or shop||No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.|
|The seller turned out to be a crook (my item was never sent and I can't get in contact with the seller).||Japanese vendor or shop||No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.|
|I want to cancel an item after my purchase request has already been accepted.||Recipient of the Neokyo service (you)|
|Problems related to international or domestic shipments|
|International shipping: My package is late. The delivery is overdue.||Japan Post or the carrier company in your specific country||Neokyo mediation between the customer and a third party or company. A refund in case of delay is not possible!|
|My item still has'nt been received by the Neokyo warehouse||Japanese vendor or shop||We monitor the status of ordered items every day and will intervene on our own to remind the seller of their commitments if we notice an anomaly.|
|International shipping: My items arrived damaged.||Japan Post or the carrier company in your specific country||After decision of the carrier, full or partial refund depending on the shipping method and if damage is also seen on the package itself.|
|The import and customs fees are too high.||Recipient of the Neokyo service (you)||Reminder regarding the terms of service . Import fees are your responsibility.|
|I am not able to pay the shipping of my parcel and the items have already been purchased.||Recipient of the Neokyo service (you)||Reminder regarding the terms of service and the cancellation policy.|
|Problems related to storage and packaging|
|An object was lost during its storage period.||Neokyo||Full Refund|
|An error was made regarding the contents of the parcel.||Neokyo||The missing item(s) are resent.|
|My packing instructions were not correctly reflected.||Neokyo||Amicable settlement according to the consequence of the failure to implement|
|Problems arising due to the return of my parcel|
|My package is returning to Japan because of an error on our label.||Neokyo||The missing item(s) are resent.|
|My package is returning to Japan due to an error in the shipping address provided.||Recipient of the Neokyo service (you)||Return and resend fees are charged to the customer|
|My package is returning to Japan because the carrier did not leave a notice of passage.||Japan Post or the carrier company in your specific country|
No claim or refund possible whatsoever!
Neokyo only proceed the purchase and request the shipment of your items. We will not contact the shop or seller if an issue arises. You will be permanently banned from the service and blacklisted in the event you issue a chargeback, and the payment method used for payment flagged as fraudulent.
We cannot in any case be held responsible if you receive a counterfeit or a reproduction of the article expected. However please feel free to report the case to our customer service so that we may block the seller if too many infringements have been reported.
We recommend reading our good practices guide to reduce the chances of such a mishap occurring.
Note : if your package was shipped through Surface, SAL, Airmail or FEDEX methods, you will be charged for the return of your package.
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