What's New

17.09.15  -  National Holiday: Monday 18th of September - Non-Business Day NEW!

Since 18th of September is a national holiday in Japan (Respect for the Aged Day), our customer service department and distribution center will not be operating. Please be aware of the points below:
 
*For Charge 2 payments made after September 15 15:00, we shall dispatch the items starting on September 18.
*For emails received after September 15 18:00, we shall reply from September 18.
*As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
 
Please take care to ensure with shopping orders that if a size or color indication is required, you fill this into the comments section of your order to avoid any delays.

17.08.25  -  Important Notice: Network outages in Japan

 
A series of network outages occurred across Japan today, August 25.
Due to this, some of FROM JAPAN's services were temporarily unavailable.
 
Date and time of failure:
12:25PM to 14:00PM (JST), August 25, 2017
 
Presently, FROM JAPAN's services are functioning normally.
We are currently checking all of the orders placed during the affected period.
 
Our service may have been affected as follows:
• Real-time bids and sniper bids may not have been placed
• Charge 1 and Charge 2 payments may not have been received
• Deposits placed may not have been received
• Deposit settlements may have been delayed
• PayPal refunds may have been delayed
• Other operations requiring internet functionality may not have been performed as normal.
 
We sincerely regret any inconvenience this may have caused.
If you have any questions about these network outages, please do not hesitate to contact our customer service.
 
Reference article (available in Japanese only): https://headlines.yahoo.co.jp/hl?a=20170825-00000043-mai-soci
 

 

17.08.15  -  Important Notice: Termination of our consolidation fee

 
From August 15, 2017, our consolidation fee will change as follows :
 Before the update: 500 yen
 After the update: Free
 
Send all your items together at no extra cost! It's never been simpler to get all the Japanese items you want with FROM JAPAN!
 
We will continue to improve our service based on customer feedback.
Thank you for your support as we continue evolving into an even better FROM JAPAN!
 
*This change will apply to all shipment groups instructed after August 15, 2017 at 11:00 AM (JST).
 
Please feel free to contact us if you have any additional questions regarding these changes.
 

17.08.10  -  National Holiday: Friday 11th of July - Non-Business Day

Since 11th of July is a national holiday in Japan (Mountain Day), our customer service department and distribution center shall not be operating. Please be aware of the points below:
 
*For Charge 2 payments made after August 10 15:00, we shall dispatch the items starting on August 14.
*For emails received after August 10 18:00, we shall reply from August 14.
*As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
 
Please take care to ensure with shopping orders that if a size or color indication is required, you fill this into the comments section of your order to avoid any delays.

17.07.28  -  Deposit Hold Period Update

 
From August 1, 2017, our deposit system will be changed as follows:
 
Deposit hold period for credit cards:
 Before the update: 7 days
 After the update: 20 days
 
Available deposit for auction bids:
 Before the update: deposit must be available for at least 24 hours after the end of the Yahoo! Auctions business day (03:00 JST).
 After the update: deposit must be available for at least 12 hours after the auction ends.
 
* The hold period for PayPal deposits is 20 days. This will not change after the update.
* Members may at any time manually release a deposit that is not being used to bid on an auction.
 
You can find more details concerning available payment methods on the link below:
 
Please feel free to contact us if you have any additional questions regarding these changes.
 

17.07.13  -  National Holiday: Monday 17th July - Non-Business Day

Since 17th July is a national holiday in Japan (Sea Day), our customer service department and distribution center shall not be operating. Please be aware of the points below:
 
*For Charge 2 payments made after 15:00 on July 14th, we shall dispatch the items starting on July 18th.
*For emails received after 18:00 on July 14th, we shall reply from July 18th.
*As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
 
Please take care to ensure with shopping orders that if a size or color indication is required, you fill this into the comments section of your order to avoid any delays.

17.05.19  -  Notice regarding our business hours

Starting June 1, 2017, our main business hours (customer service, warehouse services, shopping services) will change.
 
Our previous business hours:
10 AM to 7 PM (JST)
 
Our new business hours, starting on June 1, 2017:
9 AM to 6 PM (JST)
 
- Shopping transactions and manual ordering services will be handled during these business hours, including on holidays and weekends.
- We will continue to accept orders and bids 24 hours a day, 7 days a week.
- Our customer service center and warehouse does not operate on weekends or holidays.
 
Please feel free to contact us if you have any additional questions regarding our services or new business hours.

17.04.14  -  Regarding Golden Week Business Hours

From April 29 to May 7, there will be a series of consecutive national holidays in Japan (Golden Week). Business days during Golden Week this year for our distribution center and customer support are as follows:
 
April 29 (Sat.) - Holiday
April 30 (Sun.) - Holiday
May 1 (Mon.) - Business day
May 2 (Tue.) - Business day
May 3 (Wed.) - Holiday
May 4 (Thu.) - Holiday
May 5 (Fri.) - Holiday 
May 6 (Sat.) - Holiday
May 7 (Sun.) - Holiday
 
With the exception of May 1-2, warehouse operations and customer inquiries will be placed on hold during Golden Week. If you wish to have your items in storage shipped before this holiday period, we recommend that you instruct your items for shipment as early as possible.
 
For items instructed for shipment before April 21, we will pack and issue a Charge 2 notification for your shipment by April 27, 7:00 PM (JST). For Charge 2 payments settled by April 28, 3:00 PM (JST), we will ship your items on April 28.
 
Auctions and shopping services will be operating as usual during Golden Week. However, customer inquiries received during holiday hours will not be handled until the following business day.
 
- For shopping orders, please make sure to indicate the size, color, and any other necessary information to purchase your item(s) in the comment box, so they can be properly ordered by our shopping staff. In the case that necessary information is missing from your order details, we may not be able to contact you for confirmation until the following business day.
- Some auctions may require followup information upon winning in order to proceed. To avoid any delays or issues from arising, please try to refrain from bidding on auctions that may require followup information until after Golden Week. 
- Due to the high volume of packages that will need to be processed, packing and shipping services may take longer than usual after Golden Week.
 
If you have any questions or concerns, please do not hesitate to let us know. Thank you for your understanding.
 
 

17.03.24  -  Notice: Japan Post Export Clearance Fee

Starting April 1, 2017, a 2,800 yen Export Clearance Fee will be added to packages valued at over 200,000 yen sent through Japan Post (EMS, International Parcel). 
 
This fee does not apply to DHL or FedEx shipments.
 
All shipments instructed after April 1, 2017 0:00 AM (JST) valued at over 200,000 yen will incur a 2,800 yen Export Clearance Fee if being sent through Japan Post (EMS, International Parcel).
 
Export Clearance Fee: 2,800 yen
Affected shipping methods: EMS, Airmail, Economy Airmail (SAL), Surface Mail
 
 
In addition to this change, addresses for international shipments will need to be input using alphanumeric characters. Change your registered account adress to alphanumeric characters to avoid entering it manually when providing shipping instructions. 
 
If you have any inquiries or concerns about this fee, please feel free to contact Customer Service and we'll be glad to clear up any questions.
info@fromjapan.co.jp

17.03.15  -  National Holiday: Monday 20th March - Non-Business Day

Since 20th March is a national holiday in Japan (Spring Equinox), our customer service department and distribution center shall not be operating. Please be aware of the points below:
 
*For Charge 2 payments made after 15:00 on March 17th, we shall dispatch the items starting on March 21st.
*For emails received after 19:00 on March 17th, we shall reply from March 21st.
*As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
 
Please take care to ensure with shopping orders that if a size or color indication is required, you fill this into the comments section of your order to avoid any delays.

17.03.14  -  FROM JAPAN System Maintenance

Our site will be undergoing a system upgrade on March 21, 2017 that will reset stored credit card information on our site.
 
We're upgrading our system to provide better security on our servers. Along with the system update, some saved credit card data will be deleted. This means you might need to enter your credit card information again the next time you use our site after March 21. We apologize for any inconvenience this might cause you.
 
During this system update, our site will be up and running without any interruptions to our service. You should be able to use all of our services as usual during this time.
 
We appreciate your cooperation during this system update and thank you for your understanding.

17.01.27  -  Notice: Termination of Mercari Services

 
Due to changes in usage policy, the popular online marketplace Mercari has prohibited proxy services and third party companies from using their site.
As such, services for Mercari, which were suspended on December 29, 2016, will be permanently discontinued starting today, and no new Mercari orders will be accepted.
 
We sincerely apologize for any inconvenience this may cause, and thank you for your understanding. 
 

17.01.06  -  National Holiday: Monday 9th January - Non-Business Day

Since 9th January is a national holiday in Japan (Coming of Age Day), our customer service department and distribution center shall not be operating. Please be aware of the points below:
 
*For emails received after 19:00 on January 6th, we shall reply from January 10th. 
*As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
 
Please take care to ensure with shopping orders that if a size or color selection is required, you fill this into the comments section of your order to avoid any delays.

16.12.31  -  NOTICE: Regarding Mercari Orders

Due to technical issues, orders placed from Mercari.com have been temporarily stopped or placed on hold, and for the time being we will not be able to
process Mercari orders. 
 
As soon as services return, we will post another update.
 
We thank you for your understanding, and offer our sincerest apologies for this inconvenience. 

16.12.22  -  National Holiday: Friday 23rd December - Non-Business Day

Since 23rd December is a national holiday in Japan (Emperor's Birthday), our customer service department and distribution center shall not be operating. Please be aware of the points below:
 

*For Charge 2 payments made after 15:00 on December 22nd, we shall dispatch the items starting on December 26th.

*For emails received after 19:00 on December 22nd, we shall reply from December 26th. 

*As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 

 

Please take care to ensure with shopping orders that if a size or color selection is required, you fill this into the comments section of your order to avoid any delays.

16.12.19  -  NOTICE: New Years Holiday Hours

A portion of our services will be temporarily suspended* from December 30, 2016 to January 3, 2017 for the New Year holiday.
During the New Year holiday, shipments will be processed in the following manner. For members who wish to have their items shipped before 2017, we recommend that you instruct your items for shipment as soon as possible.
 
For items instructed for shipment before December 21,
we will issue a Charge 2 notification for your shipment by December 27, 7:00 PM (JST).
 
For Charge 2 payments settled by December 28, 10:00 AM (JST),
we will ship your items on December 29.
 
*You will still be able to bid on auctions and place shopping orders as usual during this time.
*Customer service inquiries and shipment/packing services will resume on January 4, 2017.
*For shopping orders, please make sure to indicate the size, color, and any other necessary information to purchase your item(s) in the comment box, so they can be properly ordered by our shopping staff. In the case that necessary information is missing from your order details, our customer service staff will contact you on January 4 for confirmation.
*During the New Year holiday period, there may be cases where we are unable to confirm necessary information in order to proceed with a purchase. To avoid any issues, we recommend that members refrain on bidding on auctions that may require followup information until January 4.
 
If you have any questions or concerns, please do not hesitate to let us know.
We sincerely apologize for any inconvenience caused, and thank you for your understanding.

16.12.06  -  NOTICE: Changes to consolidation fees

Our consolidation service fee has been reduced from 900 yen to 500 yen.
 
The lowered consolidation fees will apply for all shipment groups instructed after December 6th, 2016 at 11:00 AM (JST). Additionally, even if your items are split into multiple boxes, you will only be charged this fee once per shipment group, not per package!
 

16.11.18  -  National Holiday: Wednesday 23rd November - Non-Business Day

Since 23rd November is a national holiday in Japan (Labor Thanksgiving Day), our customer service department and distribution center shall not be operating. Please be aware of the points below:
  • For Charge 2 payments made after 15:00 on November 22nd, we shall dispatch the items starting on November 24th.
  • For emails received after 19:00 on November 22nd, we shall reply from November 24th. 
  • As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
Please take care to ensure with shopping orders that if a size or color selection is required, you fill this into the comments section of your order to avoid any delays.

16.11.02  -  National Holiday: Thursday 3rd November - Non-Business Day

Since 3rd November is a national holiday in Japan (Culture Day), our customer service department and distribution center shall not be operating. Please be aware of the points below:
  • For Charge 2 payments made after 15:00 on November 2nd, we shall dispatch the items starting on November 4th.
  • For emails received after 19:00 on November 2nd, we shall reply from November 4th. 
  • As we shall be processing bids and shopping orders as normal on these days, you can place your bids and shopping orders as normal. 
Please take care to ensure with shopping orders that if a size or color selection is required, you fill this into the comments section of your order to avoid any delays.

16.11.01  -  Consolidation fees for orders purchased under our previous system fees

Together with the removal of our commission and system usage fees, we have introduced a new consolidation fee to combine separate orders together for international shipping.

 

Items purchased up until November 1, 11:00 AM (JST) under our previous system fees will be exempt from our consolidation fee (900 yen) for newly created shipments. Due to system limitations, we unfortunately cannot remove this fee for newly created shipments but are offering equivalent FJ Points in compensation for all consolidation fees charged. Please contact customer service to receive these points.

 

UPDATE: For customers who have received Charge 2 payment notifications before November 1, 19;50 (JST), you will be eligible to receive FJ Points in compensation as you may have been charged 900 yen to consolidate your items. For members who have received Charge 2 notifications after November 1, 19:50 (JST) you should not be charged 900 yen for consolidation of items.

 

Shipment groups containing items purchased after the removal of our commission and system usage fees will be charged consolidation fees to combine orders together for international shipping.

15.01.19  -  Regarding the change in the the preferred shipping method selection

On the shipping instructions page, there has been an improvement in the "preferred shipping method" options:
 

→ The option "not specified" has been removed

→ A new option "Up to FJ (β version)" has been added

This new option "Up to FJ (β version)" is described as follows:

After considering various factors such as shipping speed, price, and other, our packing staff will pack your items based on what they deem the best shipping method for your order.

The option "Up to FJ" in the shipping instructions is currently in beta phase.

If the option "Up to FJ" is selected, our packing staff will decide the shipping method on your behalf.

The packing method may differ depending on the shipping method.

Please kindly take into account that in case you are not satisfied with our packing, we will not be able to repack your shipment for free.

In case we have to repack your order, you will be charged an additional fee of 2,000 yen. We appreciate your kind understanding in this matter.

14.12.04  -  Change in holding period for credit card deposits (20 days → 7days)

In order to improve the security for credit card payments, the holding period of deposits added by credit card 
will change from 20 days to 7 days, starting in December 16th 2014 (00:00 JST).
 
(This does not apply for PayPal deposits).
 
The old system for credit card deposits was:
 
Add deposit 
From the 13th day the deposit can't be used for bidding 
Automatic release on the 20th day
 
 
The new system will be : 
 
Add deposit
Automatic release on the 7th day
 
 
Until now, the deposit could be used for bidding only during the first 12 days
of the 20 day period. However, from now on you will be able to use your
credit card deposit for bidding during the whole deposit period.
 
Important points to consider:
 
1- *The amount you can use for bidding is shown on the Bidding Page*
 
Please kindly check your current deposit amount and the auction ending time.
We shall show the deposit amount necessary to place your bid on the Bidding Page.
If your current deposit is not enough, please add a new deposit.
 
 
2- *For auctions with an ending time of more than 5 days, it will not be possible to bid*
 
In order to match the deposit holding period of 7 days and the Charge 1 payment period, 
it will only be possible to bid on auctions for which the ending time is within 5 days 
(except for "Buy it Now" bids).
We shall set up a button for adding auctions to your Watch List on the Bidding Page as well
for more convenience.

 

14.07.01  -  *Important* Changes to the deposit automatic release/adjustment system

As of 2nd July 2014 there shall be changes to the deposit automatic release/adjustment system.
 
Until now, if your deposit is left in your account for over 20 days, we would  
period automatically adjust/release and any unused deposit would be refunded to you after the 20 days. 
 
From Now, within 20 days of your deposit being made, if your whole deposit
is used for charge 1 or charge 2 payments, this shall be automatically 
adjusted/released after 3 business days, 
 
As this will only apply to deposits which have been used fully, with this release/
adjustment no refund shall be required for such transactions. 
 
The first deposits to be applied under this new rule shall be those which have
been fully used by 27th June 12:00 JST. 
 
 

14.06.24  -  Declaration for International shipping: Price and Quantity

Up until now, regardless of the amount of items in a single order form, on the declaration form the amount of items has been dispayed as 1 on the international shipping declaration form. 

To try and avoid any problems which can arise from this at customs in your country, from 23rd August, the quantity as displayed in the quantity section of the order form,shall be displayed on the international shipping declaration form also. 

Example: 

If purchasing 10 items for 100 Yen each in the same order form:
 ‧ Item price: 1000 Yen
 ‧ Commission Fee: 200 Yen
 ‧ 5% System Usage Fee: 60 Yen (5% of 1200 Yen)

The total charge 1 value would be 1260 Yen. 

The international shipping declaration lable would be calculated as 1260 Yen and so with 10 pieces, the price per piece would be 126 Yen. This would also be shown on the charge 2 form as 126 Yen x 10. 

14.03.31  -  Consumption tax increase from 5% to 8% from 1st April 2014

The consumption tax rate within Japan shall rise from 5% to 8% as of April 2014. 
For items which are purchased from April onwards, the consumption tax payable on items shall increase
to this 8% level. 
 
Additionally, depending on the store, there will be some cases whereby for items which have a release date from April, or items which are dispatched after April shall be subject to the consumption tax increase. As such, if this is the case, even if your payment was made before April (and so at the 5% consumption tax rate), the extra 3% may be charged. We shall in this case at this to your charge 2 
payment. 
 
* The above contents has been announced through email to all member on the 18th of March 2014

13.07.10  -  From Japan proxy shopping service has been picked up in the media around the world!

From Japan proxy shopping service has been picked up in the media around the world!

Yahoo! News (Japanese)
JIJI (Japanese)
→ The Wall Street Journal
→ Reuters
→ CNBC

 

12.06.08  -  [Important notice] Regarding changes to the sending of order receipts

 Message to our Members:

From the 11th June, we are going to stop the sending of printed receipts. Instead of this we will begin sending them as a digital pdf. document. A link to download your receipts will be available in your shipment history page. To view this page you need to log in, and on the right side of the page will be a link called "Shipping History". For members who need an receipt from now on can access it by clicking on the "Download FJ receipt" button from this page. 
 
If you have any questions or queries about this matter, please email us at info@fromjapan.co.jp
fromjapan.co.jp