FAQ: Frequently Asked Questions

Customs fees?

Jap'On Demande guarantees full coverage of customs fees and their absence only if you choose Fedex delivery for shipping within Europe. For all other delivery methods, as specified during checkout, you may be subject to customs fees.

When will my package be shipped?

As soon as your order is shipped, an email notification will be sent to inform you. Please do not send an email to customer service for this question.

Where is my package?

As soon as your order is shipped, you will receive an electronic notification to inform you of the tracking number. Please enter the number indicated on the corresponding sites (Fedex, Colissimo, National Post, etc.). Please do not send an email to the customer service for this question except in the case of strange or suspicious tracking.
Packages transiting by boat take between 4 and 6 months, their updating is longer and does not change much, but do not worry.

I ordered via Fedex Express 3-5 days, but I've been waiting for my package for 7 days...

Shipping via Fedex Express means that your package will take between 3-5 days to arrive at your home after it is shipped . This does not mean that your order will be shipped between 3-5 days.

Temps de traitement

All orders are usually processed within 5 to 10 business days, Monday through Friday. In some special cases (rare products, popular items, or during peak seasons), this delay may be extended to about fifteen days. Please note that we do not process orders on weekends or Japanese public holidays.

It is important to emphasize that the chosen delivery method has no impact on the order processing time. Thus, even orders opting for express delivery will not benefit from priority processing or a faster processing time.

We never update the order status to save time! All orders are considered processed.

I received an email to evaluate my order, but I'm still waiting for it...

This is an automatic email, it is not based on any tracking, so it sometimes happens to be sent before you have received your package. There is no need to send us an email because it is nothing to worry about . Especially if you order by boat, with a reception between 4 and 6 months.


Has my order been taken into account?

If you have charged and received the confirmation email for your order, then your order has been taken into account. We never update the order status.

I have a particular product that I would like to buy, but it is not on Jap'On Demande. What should I do?

In this case, send us an email to savjapondemande@gmail.com with, if possible, the name and/or link and/or an image of the product concerned.

I would like to become a partner of Jap'On Demande. What should I do?

In this case, send us a message on our social networks with your encrypted data. We will study your request carefully before getting back to you.

I asked a question about my order on Instagram or Twitter about my order and I didn't get a response. Why?

We only process requests sent to the following address: sav@japondemande.com
 Any requests sent via any other communication medium will be ignored.

The carrier is asking me for customs fees. What should I do?

There are normally no customs fees with Jap'On Demande via Fedex for Europe . However, for orders with an amount exceeding 200€, we cannot 100% guarantee the absence of customs fees. And unfortunately, customs fees are the responsibility of the customers. Jap'On Demande does its utmost to prevent customs taxes. In the event of customs taxes for orders exceeding 150€, Jap'On Demande disclaims all liability and will not refund customs fees, administration fees or VAT related to customs fees.

Return of package due to absence or refusal

If your package is returned to Japan due to your absence, Jap'On Demande will be charged return costs. If you want your package to be sent again, you will then be charged return costs + new shipping costs.
A package returned due to absence or refusal is not refundable.

My package appears to be stuck at the post office. What should I do?

If your package is held or blocked by your country's postal service, please do not contact us. National postal services are public entities, so we have no contract with them, and therefore, no oversight over their operations. It is your responsibility to contact them and take the necessary steps to retrieve your package (using your tracking number and identification). Jap'On Demande can only file a complaint for theft or loss of a package, and this is done through Japan Post..
Please contact the postal services directly to retrieve your packages.

The Pre-order Timer is at 00:00

If the timer is at zero, that means the pre-order date has passed. In this case, we cannot guarantee your purchase. It is possible that our suppliers may still be able to sell it to us, but we recommend that you contact us first. If you order without consulting us first, we will do our best to get your products for you, but in the event that this is impossible, you will be 100% refunded.

I don't understand how to read the size indicated...

We indicate the size by always starting with the height, then the width, then the depth. Thus, an article with the mention:

  • 17 Cm measures 17 centimeters in height.
  • 17 x 13 Cm measures 17 centimeters in height and 13 centimeters in width.
  • 17 x 13 x 2 Cm measures 17 centimeters in height, 13 in width and 2 in depth.