Top > FAQ

FAQ

 Technical Trouble

A1.

Click "User Settings Check" at the bottom of our home page and follow the instructions to easily check whether or not you can use our site with your computer.

A2.

OS: Microsoft Windows 7 or higher, Macintosh OS X 10.x, iOS 7.0 or higher, or Android 4.0 or higher is recommended to use our site.
Browsers: MS Internet Explorer 9 or higher, Firefox latest version or Chrome latest version is recommended to use our site.

Also as a standard encoding, UTF-8 is employed for all the languages. Please check your display encode settings. If you do not have a Japanese font installed on your computer and you wish to use our Japanese site, you will need to install Japanese font first. Similarly, if you want to use our Chinese site you will need Chinese font.

A3.

The trouble is probably being caused by your browser's cache. Refreshing the page without using the URL saved in your cache should solve the problem.
To do this in Internet Explorer, hold down the [Ctrl] key and click on the [Refresh] button in your browser window.
*Do not click the [Refresh] button at the payment screen.

A4.

We are very sorry about this, but the window can stop or a page can appear blank when we are experiencing an extremely high volume of traffic. In such a case, close the window and access our site again from the beginning.
However, please be reminded that when you close the window, any items you had put in your shopping cart will be canceled.

A5.

Click "User Settings Check" at the bottom of our home page and follow the instructions to easily check whether or not you can use our site with your computer.

If there are no problems with your settings, we apologize for the inconvenience but please contact us at [email protected].

A6.

• Click "User Settings Check" at the bottom of our home page and follow the instructions to easily check whether or not you can use our site with your computer.

• The server may be busy due to an exceptionally high volume of traffic. We apologize for the inconvenience, but please wait a while and then try to access our site again.

A7.

We regret that our site is not designed to be used on Mac computers.

 Member ID & Password

A.1

Please email [email protected] with the following information:

  • Your name
  • Your registered address
  • Your registered email address
  • An order ID (if you have ordered from JSHOPPERS before)

When we have checked this information with your registered details, we will email you with your member ID.

A.2

Click the [Login] button at the top right of our home page, enter your registered email address at the "If You Have Forgotten Your Password" section and click [Inform Password]. Your password will be emailed to your registered email address.
If you do not receive that email, please email [email protected].

A.3

Entering double-width characters when single-width characters are required, or entering unnecessary spaces, quotation marks and special characters etc. will prevent you from registering. Please check you have entered your information correctly.
If you are still unsure why you cannot register, please contact us at [email protected].

A.4

It is possible to order without performing member registration. However, you have to agree to the terms & conditions before you can order. Furthermore, if you order without registering as a member, points will not be accumulated.

A.5

Registered customers can use our shopping point service. Those who wish to receive our newsletter will also receive promotional news about new arrivals, sales etc.

A.6

Please send an email to [email protected] from your new address that contains your member ID, old e-mail address, new e-mail address, date of birth and full name.

A.7

Please log in and My Account. On the displayed screen, enter the new information in the areas you wish to change and update.

A.8

Please log in and click " My Account" button and you can change your password as often as you like on the displayed screen.

A.9

We ask that you do not create more than one member ID.
Creating multiple member IDs simply means that your points are split up between different accounts. Please note that you cannot transfer points between different accounts.

A.10

You cannot register more than once with the same email address. Even if you delete your account, you cannot re-use that same email address to re-register.

A.11

You do not have to enter a campaign code, so you can simply leave that box blank.
However, please note that you will not receive the bonuses from a campaign if you do not enter its code.

 Our Products

A.1

Select the color/size on each item's screen, and the stock status will be displayed. Or you can click "Confirm price and availability of this item" to view a stock list for each color & size.
We update the stock status frequently, however the actual status changes constantly. Please note that there is the possibility of a stock shortage of an item, even though it is displayed as being in stock.

A.2

We update the stock status everyday. Out of stock items may be restocked. We recommend you to check the availability frequently.
Please note that sale items will not be restocked.

A.3

• The item may be out of stock. If the stock is avaliable, it will be displayed again.
• The period of sale may be over. Please understand it will not be restocked in this case.
Please note that sale items will not be restocked.

A.4

When you choose items, please check your NUDE SIZE first, then actual garment size and purchase items.
The description of each size chart is as follows:


"Actual Size" is the size you measure the real item, i.e. finished measurement.


This is the basic size when items at JSHOPPERS.com are made. The description regarding to size or title etc., the instruction how to measure your nude size and how to look size code are described here.


Japanese standard sizes are replaced in this chart into international major sizes.
Ex) M/ 38 Japanese women's outerwear = International S size
However, please note that this chart is based on general measurement as a guideline, thus it may vary depending on country, manufacturer, design etc.

A.5

The size indication on hang-tag is nude size. Nude size means the average of basic body size. Please note that it is not the finished size of the garment.

A.6

• "70" and "100" means the height of the kids. If the height of your baby is 70cm, please choose Size "70". If the height of your kids is 110cm, please choose Size "110".
In addtion, if your baby is heavier than average weight, please choose a bigger size. On the contrary, if your baby is lighter than average weight, please choose a smaller size.

• For the shoes and socks, Size "130" and "150" mean the foot length. "130" is for 13cm and "150" is for 15cm.
Moreover, foot length is measured from the longest toe to the edge of heel.

A.7

Normally, we pack purchased items per order so that we cannot wrap items in several packs.
However, for the case of high-volume order, it may be wrapped in several packs. We reserve the right to combine multiple orders from the same customer, and ship them together as one unit.

A.8

We carry apparel (ladies', intimates, maternity, babies', kids', teens', men's), accessories (bags, jewelry, shoes), pet products, lifestyle products, and beauty and health products. We also stock Japanese food, which you know you can trust.
And if you're interested in the traditional, our JCRAFTS section has a wide range of Japanese crafts and other items with a Japanese flavor.

A.9

Usually merchandise is packed in a water-repellent durable paper bag. We would appreciate your understanding and cooperation for simple packaging. We only use a carton case for high-volume order. For fragile and breakable items, it will be wrapped with air cushion before put into the paper bag.

A.10

We do not provide wrapping services as it is possible that the product may be opened at the customs in each country.

A.11

Due to factors such as order volumes and agreements with suppliers, even items listed as being in stock may sell out before we can fill your order, or may take extra time to be obtained. Please consider the stock availability shown when you order as "probable," and note that occasionally we may not be able to send you an item that was listed as being in stock when you made your order.

Depending on the item, we may or may not be able to check when new stock will become available. Please note that even if we can confirm when new stock will become available, we cannot reserve stock and so depending on when you place your order the item may again not be available.

A.12

On the information page for some items there is a icon. Items with this icon cannot be returned or exchanged.
Also, please note that we will not accept returns or exchanges of items that have been used, worn or washed etc.

About Returns and Exchanges

A.13

We regret that you cannot reserve items.

 Order

A.1

The countries we ship to are restricted by the operating areas of the delivery services we use.

About Areas We Ship To

A.2

Login and then click the "Order History" button. This will take you to a page where you can enter the date you made a past order. (Enter the year in Western format.) If you do not enter a date, your history for the past year will be displayed.

A.3

You may check in the 2 following ways:

• An "Order Confirmation" should be sent to your registered email address.
If you do not receive this email, please contact [email protected], informing us of your member ID, order ID and your name.

• Please log in to "My Account" and check your [Order History].

A.4

Please log in to "My Account" and check your [Order History]. Please impute the order date in two digits each of year, month, day. If no order date is entered, your last one year purchase uptill today will be shown. (Purchase before last year cannot be searched.)

A.5

We are suggesting that:

  • your order is not sucessfully accepted.
  • your mail box is over in capacity.
  • you are using a wrong e-mail address for registeration.
  • the mail of order confirmation is in the trash folder automatically.

If you want to confirm your registered e-mail address, please log in and check "My account".
If you are not as the above case, please kindly contact at [email protected].

A.6

Each method of payment, credit card, PayPal and Alipay, has its own regulation for payment. For the credit limit and conditions, please contact the related company of payment for details.

A.7

We are very sorry, but we cannot accept the shipping address change once we receive your order.

A.8

We begin preparation to ship your order as soon as we receive it. As much of the processing is performed automatically by our computer system, we regret that no changes can be made to your order after we have received it, and that your order cannot be cancelled.

A.9

• We are very sorry that your item is out of stock so that we cannot deliver that item.
Moreover, we will not deliver the item again. Even if the stock is available again, we shall not re-send the shortage item.

• About the refund of the shortage item

  • Payment by credit card
    We shall NOT charge the shortage item. Please do not worry.
  • Payment by Alipay, PayPal
    We shall make a refund of the merchandise cost when delivery. Please do not worry. If all the items in your order are shortage, your order will be cancelled and full price will be refunded. It may take from a few days, to the maximum of 10 days for the refund to finish processing. There may be differences in the total amount refunded due to exchange rate differences. Our customer service will send a mail of "Shortage Notice" for notification.
A.10

You may not access our site between 7:30am to 7:45am (Japan Standard Time) beause of our server maintenance. We appreciate your understanding.

A.11

We only accept orders through our website (from shopping cart).
*We do not accept orders by e-mail, telephone, or FAX.

 Payment

A.1

Payment methods are as outlined below.

English, Japanese Credit Card, PayPal
Chinese (Traditional) Credit Card, PayPal, Alipay
Chinese (Simplified) Credit Card, PayPal, Alipay
A.2

At present we do not accept cash on delivery payment. Payment can be made by credit card, PayPal, Alipay.

A.3

You can buy up to JPY 200,000 per order. *Shipping charge is excluded.
For ordering a item of JCRAFTS which is over JPY200,000, please kindly contact at [email protected].

A.4

The currency for payment for credit card, Paypal and Alipay will be Japanese Yen.

A.5

Please contact your credit card company, PayPal or Alipay to find out the exchange rate they are using.
*Please note that the approximate price estimate displayed on the item information pages is intended only to be a rough guide. The rate used to calculate this estimate and the actual rate used when you make your purchase may differ.

A.6

We are very sorry but the method of payment cannot be changed after an order is accepted.

A.7

We do not include receipts when shipping orders. You can check the details of a delivered order by entering the order ID at the "Order History" page.

A.8
  • Payment by credit card
    We shall NOT charge the shortage item. Please do not worry.
  • Payment by Alipay, PayPal
    We shall make a refund of the merchandise cost when delivery. Please do not worry. If all the items in your order are shortage, your order will be cancelled and full price will be refunded. It may take from a few days, to the maximum of 10 days for the refund to finish processing. There may be differences in the total amount refunded due to exchange rate differences. Our customer service will send a mail of "Shortage Notice" for notification.
A.9

In addition to the cost of the items, shipping & handling fees (and in some cases special shipping fees) are charged.
*This may change in accordance with campaign details.

▸About credit card

A.10

We accept payment by credit cards, such as VISA, MasterCard, Diners Club, JCB and AMEX.

A.11

We are very sorry, but we will not be able to process your order. To ensure secure transactions, your name must be the name that appears on the credit card. We reserve the right of cancellation of order without prior notice.

A.12

We use GlobalSign Secure Sockets Layer (SSL) technology to encrypt customer's card number and all other private information. Also, we use Oricon (credit card clearing agency) between credit card companies and us for payment process.
For more information about Oricon, please visit their website at
http://www.orico.co.jp/business/ebiz/ebiz_01.html (*Japanese

A.13

We will charge your credit card for your order at the time of shipment. For the billing date of your credit card, please contact your credit card company directly.

▸About PayPal

A.14

This will differ depending on the customer. Please contact PayPal directly for details.

A.15

• The deposit data from PayPal to JSHOPPERS.com may need maximum 2 days. The e-mail of "Notification of Payment" from JSHOPPERS.com to customer will be sent after the receiving the deposit data. So please note that e-mail may be delayed.
• The e-mail of "Notification of Payment" may be regarded as spam mail and cannot reach to you. If you have made the deposit and no e-mail received after 2 days, please kindly contact at [email protected].

A.16

We are sorry that you cannot use e-check of PayPal for payment.

▸About Alipay

A.17

This will differ depending on the customer. Please contact Alipay directly for details.

A.18

• The deposit data from Alipay to JSHOPPERS.com may need maximum 2 days. The e-mail of "Notification of Payment" from JSHOPPERS.com to customer will be sent after the receiving the deposit data. So please note that e-mail may be delayed.
• The e-mail of "Notification of Payment" may be regarded as spam mail and cannot reach to you. If you have made the deposit and no e-mail received after 2 days, please kindly contact at [email protected].

 Shipping

A.1

We send your items by international Express Mail Service (EMS) or by international courier.

A.2

Express Mail Service (EMS) means

Hong Kong: Speedpost
Taiwan: EMS
China: EMS
Korea: EMS
Singapore: Speedpost
USA: Express Mail International (EMI)
Canada: Xpresspost

A.3

We do not send items by surface or regular airmail.

A.4

Shipping and Handling charges are fees that we charge for each order to cover the costs of processing and shipping. They are set based on the total amount of ordered merchandise and those charges include international express postage/courier fees and insurance fees etc.

A.5

Orders containing heavy items are charged an extra shipping charge. This charge is based on the EMS (Express Postal Service) shipping charge. Half that amount is borne by JSHOPPERS with the other half being the responsibility of the customer. Every unit ordered of an item that has a special shipping charge will incur that charge on top of the basic price. (Even in the event that an order total meets or exceeds a threshold to be eligible for a free shipping and handling campaign, the special shipping charge will still apply.)

Orders may be subject to import tax, value tax, customs handling fees, and/or delivery fees in some countries or regions. In this case, the Customer (or the recipient if the merchandise is not shipped to the Customer) should be responsible for the payment of any such taxes or fees.
JSHOPPERS does not charge for these taxes and fees and so they are not included in our shipping and handling charge. Please contact the customs office, post office or delivery company directly for details.

A.6

Taxes charged by the destination country on incoming goods. Those rates depend on each country. Also they are varied by purchased items.
Customer should be responsible for the payment of for any such taxes or fees. For more information, please contact the customs office of the country you are concerned about.

A.7

Import tax is subjected to the law of your living country. The importer have the responsibility for paying the import tax. If you refuse to pay the import tax, you cannot get the parcel.
For this case, the parcel will be returned to JSHOPPERS. In the event that an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling costs.
Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.

A.8

Your items will be returned to JSHOPPERS and the cost of the items will be refunded. However, the shipping & handling fees will not be refunded. Furthermore, when refunding, the actual shipping fee for sending the items will be deducted from the total item amount charged at the time of shipment.

A.9

We will ship your order within approximately 9 days after the order was placed.
*Due to our supplier's circumstances, there may be times when shipment is slightly delayed.

Orders are shipped by Express Mail Service (EMS) or international courier. After shipment, the order should arrive at its destination in an average of 3-4 days.
*Shipments may arrive late depending on the country, area or due to customs inspections.

A.10

We regret that you cannot specify the shipping date, even if you inform us in advance that you will be away for a given period. Additionally, we will neither ship an order early nor delay an order's shipment.

A.11

The date and time of delivery of orders sent by Express Mail Service (EMS) cannot be specified. For international courier, once your order has been sent you may be able to specify a delivery time and date by contacting the courier's local customer service center.
*We regret that you cannot specify the shipping service used.

A.12

• If you haven't received a Shipping Advice email, your order may not have been shipped yet. Please login and check your order history for the status of your order.

• If you received the "Shipping Advice" but 5 or 6 days have passed and your order has still not arrived, please e-mail us at [email protected] with the your member ID, full name and order ID.

You may also check the status of your package from the website of your country's post office by entering your EMS tracking number (which will look something like "EE 123456789 JP"). (This service not available for some countries.)

A.13

We regret that you cannot change the shipping address after placing your order.

A.14

If you wish to ship to an address other than your home address, add and select a new address from "My Account" or at the "Shipping Address" page that appears during the checkout process.
Please note that we do not accept changes of shipping address once we receive your order.

A.15

We are very sorry, but you can only specify one address per order. If you want to ship items to multiple addresses, you have to order separately for each address.
However, please be reminded that you will be charged for shipping and handling charges with each order.

A.16

Normally, we pack purchased items per order so that we cannot wrap items in several packs.
However, for the case of high-volume order, it may be wrapped in several packs. We reserve the right to combine multiple orders from the same customer, and ship them together as one unit.

A.17

As packages may be opened as part of the customs inspection, we regret that we do not offer a wrapping service.

 Others

A.1

If you haven't registered with us, please subscribe your email address from following two ways.

  • Subscription Only:
    Please click on [Subscribe to our email newsletter] at the right of our home page and enter your email address at the screen that appears.
  • Subscription and Registration:
    When registering, select "Yes, please!" when asked about email subscription.

If you have registered with us already, click on the "My Account" button and choose "Yes" at "E-Mail Newsletter Subscription." The newsletter will be sent in the language you have registered.

A.2

If you do not have an account with us, please click [Subscribe to our email newsletter] at the right side of our home page and unsubscribe your address at the page that appears.
For registered customers, please go to "My Account" after logging in and select "No" at the newsletter subscription section.

A.3

The "Wish List" is a function for saving items you are interesting in on JSHOPPERS.

About Wish List

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