Returns & Refund Policy
Returns & Refund Policy
Thank you for choosing WAKUWAKU JAPAN BOX.
We want every customer to enjoy authentic Japanese snacks with complete confidence.
Because we ship food products internationally, our return and refund policy differs from that of general merchandise.
Please read the following policy carefully before placing your order.
Food Products
Due to the nature of food products, we are unable to accept returns or exchanges for:
- Change of mind
- Personal preferences
- Taste preferences
- Orders placed by mistake
- Food allergies or dietary restrictions that were not disclosed before purchase
This policy helps us maintain the highest standards of food safety and quality for all customers.
Damaged or Defective Items
If your order arrives damaged or defective, we're here to help.
Please contact us within 7 days of receiving your package.
To help us investigate your request quickly, please include:
- Your order number
- Photos of the damaged product(s)
- Photos of the outer shipping box (if applicable)
- A brief description of the issue
Our support team will carefully review your request and provide the most appropriate solution as quickly as possible.
Incorrect Items
If you receive an item that does not match your order, we sincerely apologize.
Please contact us within 7 days of delivery and include:
- Your order number
- Photos of the item you received
- A brief explanation of the issue
Once we verify the problem, we'll work with you to provide an appropriate resolution.
Missing Items
If you believe an item is missing from your box, please contact us within 7 days of delivery.
To help us investigate, please include:
- Your order number
- Photos showing all items received
- A description of the missing item
Our team will review your order carefully and respond as soon as possible.
Lost Packages
If your package appears to be lost during transit, please contact us as soon as possible.
Before contacting us, we recommend checking:
- Your tracking information
- Your local post office or courier
- Your building concierge or reception desk
- Your family members or neighbors
If your package still cannot be located, we'll work with the shipping carrier to investigate the shipment and determine the best possible solution.
Order Cancellations
Orders may be cancelled only before they have been processed for shipment.
If you need to cancel your order, please contact us as soon as possible after placing it.
Once your order has entered the shipping process or has been dispatched from Japan, we are unable to cancel the order.
Order Changes
If your order has not yet been prepared for shipment, we may be able to make changes to your order.
Possible changes include:
- Updating your shipping address
- Correcting your contact information
- Changing the recipient's name
Unfortunately, once an order has been prepared for shipment or dispatched, no further changes can be made.
Refund Eligibility
Refunds may be considered in the following situations:
- Your order arrives damaged during shipping.
- You receive the wrong item.
- Your order contains missing items due to our packing error.
- Other situations approved by our customer support team.
Each request is reviewed individually to ensure a fair and appropriate resolution.
Depending on the situation, we may offer:
- A replacement item
- A partial refund
- A full refund
- Store credit, when appropriate
Non-Refundable Situations
Refunds or replacements cannot normally be provided for situations including, but not limited to:
- Change of mind after purchase
- Personal taste preferences
- Food allergies or dietary restrictions not disclosed before ordering
- Delays caused by customs inspections
- Delays caused by weather or transportation disruptions
- Incorrect shipping information provided by the customer
- Failure to collect a package from the local postal service
- Refused delivery by the recipient
These situations are outside the control of WAKUWAKU JAPAN BOX and therefore are not eligible for refunds under our standard policy.
Refund Processing
If a refund is approved, it will be issued using the original payment method whenever possible.
The time required for the refund to appear in your account depends on your payment provider or financial institution.
Please allow several business days after the refund has been processed before contacting us regarding its status.
Need Assistance?
Our goal is to provide every customer with a smooth and enjoyable shopping experience. If you have any questions regarding returns, damaged items, shipping issues, or your order, our customer support team is always happy to help.
To help us assist you as quickly as possible, please include the following information when contacting us:
- Your full name
- Your order number
- The email address used when placing your order
- A description of the issue
- Photos of the products and shipping box (if applicable)
Email: office@wakuwakujapanbox.com
We aim to respond to all inquiries within 1–2 business days. Response times may be slightly longer during weekends, Japanese national holidays, or peak seasons.
Our Commitment to Quality
Every WAKUWAKU JAPAN BOX is carefully prepared by our team in Japan.
We work closely with trusted Japanese manufacturers to select authentic snacks that showcase Japan's rich food culture, seasonal flavors, and regional specialties.
Before every shipment, each box is carefully packed to help ensure your snacks arrive safely and in excellent condition.
Although international shipping occasionally presents unexpected challenges, customer satisfaction remains our highest priority. Whenever a genuine problem occurs, we'll do everything we reasonably can to provide a fair and satisfactory solution.
Thank You
Thank you for choosing WAKUWAKU JAPAN BOX.
We're honored to share authentic Japanese snacks with customers around the world and truly appreciate your trust in us.
We hope every box brings delicious discoveries, memorable moments, and a little extra "WAKUWAKU" into your everyday life.
Thank you for being part of the WAKUWAKU JAPAN BOX family.