Frequently Asked Questions

In order to register for Neokyo, please visit on this page. Once you've registered, you'll be able to make purchases immediately.

In order to use Neokyo, you must be of legal age in your country of residence and accept our terms of use.

We ship worldwide. Japan Post is our primary shipping provider. Please see the lists below to see what countries they ship to. :

• East Asia and the Pacific Islands
• The Rest of Asia
• Europe, North America and Oceania
• South America and Africa

The service is not available for shipping within Japan.

We have made a list of forbidden items. These are items for which cancellation is not possible except for special cases (see below).

Please take a moment to reviewthe list of forbidden items here. Note: it is essential you make yourself familiar with this list before making use of the service.
Should you buy a forbidden item, you won't be refunded. . We invite you to read the following question to learn more about our non-cancellation policy.

Cancellation is strictly forbidden,
Whether you have suddenly changed your mind or realized too late that you will not be able to import the item into your country, it won't be possible to back out once you have made a purchase, unfortunately.


We remind you that our platform and shops are based in Japan and therefore there is no right of withdrawal as there would be in other countries beholden to European law.
By using Neokyo services, you agree to the website's terms of use. In the event of an attempt to circumvent these conditions of sale through an unjustified dispute with the payment services or banking institution, we reserve the right to pursue legal proceedings in the country of residence of the party involved.

You can contact us about simple matters such as an item description or a shop policy through the contact form. We are sorry, we cannot negotiate item prices with sellers, request to split a set of items or contact the seller to ask a question about an item. We are not able to answer technical questions about the items.

Each purchase request will display a preview of your costs and commissions. We also invite you to consult the fees page as well as our estimator to get an idea how much your total costs will be for an item.

You can ship all or part of your items anytime during their 45-day storage period.
In short, once your request has been shipped, our packing team will prepare the package in question. The package is weighed and a shipping rate grid sorted by delivery method will be available on your account interface.
Once the packaging and shipping costs have been settled , the package is passed on to the carrier and its online tracking number will be available on your account interface. 

Once the packaging and shipping costs have been settled , the package is passed on to the carrier and its online tracking number will be available on your account interface.
We recommend using the website 17TRACK for tracking, as this allows you to check the package's status both in your delivery provider's language and that of Japan Post (in English).

As long as you haven't already chosen your package's delivery method, it is possible to change the shipping address.
If you have already chosen your delivery method, it is no longer possible to modify it and it will then be your responsibility to receive the package as originally specified. In case of the package's return due to an address error, shipping costs will not be refunded and may even lead to additional return costs depending on the method in question.
We therefore ask you to be very careful when filling out your inquiry form.

We ask you to contact us as soon as possible via your client interface's messaging area so that we get in touch with the Japan Post right away.
Please do not open a PayPal dispute without contacting us first. This will only slow down the mediation process.
More information on our dispute resolution policy can be found at our dedicated help page. Warning : we will be able to forward your claim to the carrier only if it has been brought up within 5 months following the original shipment date.

We ask you to contact us as soon as possible via your client interface's messaging area if this happens so that we can get in touch with the Japan Post if necessary.
In most cases, we'll need to wait for the package to return to Japan before making any mediation efforts. This will allow us to verify the reason for the return.
Please do not open a PayPal dispute without contacting us first. This will only slow down the mediation process.
More information on our dispute resolution policy on the dedicated help page. Warning : we will be able to forward your claim to the carrier only if it has been brought up within 5 months following the original shipment date.

We ask you to contact us as soon as possible via your client interface's messaging area so that we get in touch with the Japan Post and make an inquiry.
Please do not open a PayPal dispute without contacting us first. This will only slow down the mediation process.
More information on our dispute resolution policy can be found on our dedicated help page.

We recommend consulting the following page to find out all about our payment policy.

• Fees and Commissions.

Often, product prices are posted duty-free on Japanese sites. In case of doubt, we are at your service to confirm the final price of a purchase.

The purchases are made in Japanese yen. PayPal automatically converts the currency you use for payment if it is not already in yen.

The use of the service is based on mutual trust between you, the customer, and us, the intermediate. In the event of a concern or litigation, we have a mediation policy that can be consulted on this page.
Our motto : to stand by your side whenever a difficulty arises, whether it's because of the shipping carrier, the shop from which you bought, or even our own doing.

Import fees are commonly required by the customs service of a country that receives a package originating from another country (in this case, Japan). Visit the links below for info about some of the most common customs services:

• United States
• Australia
• France
• Belgium
• Canada

The good news for bidders of smaller items is that some countries do not charge import fees on packages that are below a designated value. Check with your country's customs service for details.

Please note that we will not reimburse any customs clearance or import fees that may be charged by the customs service in the country that receives your item.

Items can be stored for free up to 45 days. Additional weekly storage period cost may vary depending on your item size. Full rate list can be viewed by accessing this page.

Unfortunately, we will not be able to store articles weighing more than 30 kilograms (approx. 65 lbs) or whose dimensions exceed Japan Post's shipping limits. .