User's Guide

Areas We Ship To

Presently, countries and regions you can access our site from and we can ship to are colored-in on the above world map. The countries and regions represented by these colors are listed here below.

Asia
Hong Kong, Taiwan, China, Singapore, Malaysia, Korea, Guam, Saipan, Philippines, Macao, Mongolia, India, Indonesia, Vietnam, Cambodia, Sri Lanka, Thailand, Nepal, Pakistan, Bangladesh, Bhutan, Brunei, Maldives, Laos
North America, Oceania, Central America, Middle East
U.S.A, Canada, Australia, New Zealand, Solomon Islands, New Caledonia, Papua New Guinea, Fiji, El Salvador, Mexico, Cuba, Costa Rica, Jamaica, Trinidad and Tobago, Panama, Barbados, Honduras, United Arab Emirates, Israel, Iraq, Iran, Oman, Qatar, Kuwait, Cyprus, Saudi Arabia, Syria, Jordan, Turkey, Bahrain
Europe
United Kingdom, France, Germany, Italy, Ireland, Iceland, Azerbaijan, Ukraine, Estonia, Austria, Netherlands, Greece, Croatia, Switzerland, Sweden, Spain, Slovakia, Slovenia, Czech Republic, Denmark, Norway, Hungary, Finland, Bulgaria, Belarus, Belgium, Poland, Portugal, Malta, Latvia, Lithuania, Romania, Luxembourg, Russia
South America, Africa
Algeria, Uganda, Egypt, Ethiopia, Ghana, Gabon, Kenya, Sierra Leone, Djibouti, Zimbabwe, Sudan, Senegal, Ivory Coast Republic, Tanzania, Tunisia, Togo, Nigeria, Botswana, Madagascar, South Africa, Mauritius, Morocco, Rwanda, Argentina, Brazil, Peru, Venezuela, Uruguay, Ecuador, Colombia, Chile, Paraguay

Register (Free)

Read Terms and Conditions and Register (Free).
In order to enjoy shopping here at WOAH! JAPAN.com, it is recommended to first register as a member (free).

To Member Registration
Read the Terms and Conditions, click the [Agree and Register] button, then enter your details.
Agree and Register

Your My Account information is protected bySSL SecurityEncryption

  • Pleasebe sure to fill out all of the necessary fields.
  • Please be sure to enter the information correctly. Do not choose a password that might be easily guessed by a third party.
  • Do not use your birthday or telephone number as a password. ・Do not tell anyone else your password.

Please be sure to enter your information correctly at the Shipping Address and Points screen.

If all of your information is correct, then please click on theRegisterbutton.
When the Membership Registration Complete screen appears, your registration is finished.
Please keep your member ID and password secure.
You can change your password, but you can't change your member ID.
You can check the information you registered in My Account.
Have fun shopping!

Shopping & Payment

Find the items you want and add them to your shopping cart
To make an order with us you must register (free) and login. If you have not yet completed the member registration process, please do that first.To Member Registration

< Log-In >
To make an order with us, first login by clicking theLogin button. After logging in, you can see at a glance information such as your accumulated points.To the Login Screen

< Adding Items to Your Cart >
If there are different color and/or size options available, select specific ones to see whether that variation is in stock or not.
Or, click on for a look at the stock and price information for all variations of the item.
When you want to view the contents of your cart or your order total, please click on the View shopping cart / checkout button. Select the necessary information and check the details.
Click on the Next stepbutton to be taken to the Shipping Address screen.
(If you have not logged in yet, you will be taken to the login screen. Login using your member ID and password. If you have already logged in, the login screen will not be displayed.)

< Confirm Shipping Address >
SSL Security Encoding is used for the safety of your personal information.
Please confirm your shipping address. If you wish to have the order shipped to a different address from the one registered, please click on the [Add Shipping Address] or [Details] buttons.

Points
You must accumulate at least 100 points in order to be eligible to use your points for a discount. 100 points = a discount of JPY 100. If you choose [Yes] for applying points, the largest number of points you can use (in a unit of 100 points) will be automatically used. If you choose [No] for applying points, your order will proceed without using any points. If you use points, the amount from your order total that was discounted from the usage of points will not be eligible for point acquisition.
Click Here for More Information Regarding Points

After checking the items, quantities and shipping address of your order,
please click on theNext stepbutton to be taken to the payment information screen.

< Methods of Payment >
SSL Security Encoding is used for the safety of your personal information.
Payment methods are as outlined below.

Up to English - Japanese Credit Card - PayPal
Up to Chinese (Traditional) Credit Card - PayPal - Alipay
Up to Chinese (Simplified) Credit Card - PayPal - Alipay

Visa, MasterCard,JCB,AMEX and Diners Cardsare OK! However, any card that is not accepted internationally will not be eligible for use.
Please select in your payment method and finish the transaction.
When you click on Submit order, the order process will be complete.

For customers who choose to pay by credit card:
Your credit card is not charged at the time your order is submitted. We will submit the order total for settlement to the credit card company after the order has been shipped. Please rest assured that we will not make any charges on your card for the order amount or for shipping and handling before the order has been shipped.

< Order Complete >
The number associated with your order (Order ID), order total, and shipping and handling charges will be displayed.
Please confirm the contents of your order. At the same time that your order is completed, we will send an email titled [Order Confirmation], which will contain your order date, Order ID, shipping address, order contents, and shipping and handling charges, to your registered email address.As this email will be necessary if you need to contact us about the order, please keep a copy of it in your records.

About the Approx. Amount

View an Estimate of the Item Price in Your Preferred Currency!
"Just how much is Japanese yen anyway?" "Until I get to my Cart, I have no idea how much I’m spending!" We heard your concerns, and in response, we have updated our site to display an estimate of the item price on the item first-look and detailed information pages, in the currency you are most familiar with.
For customers in the U.S., the item price will be displayed in US$.
For customers in Singapore, the item price will be displayed in SG$.
We hope you continue to enjoy shopping with the newly improved and easier-to-understand WOAH! JAPAN.

ATTENTION

The estimated price is only a guide – the actual charged price will be in Japanese Yen. The price estimate to be displayed will be determined by your browser’s language settings. If the displayed currency is not the currency of your preference, please adjust your settings according to the following steps.

For Windows Internet Explorer (displayed currency is determined by your language of preference)

Click on "Tools" at the top of your screen, and then from the Tools menu select "Internet Options." Click on the "Languages" button within the "General" tab. Within the "Language Preferences" dialog box, click on "Add," then select the language you would like to use. After adding your desired language, highlight it and click on "Move Up" until it is at the top of the list. Then click on "OK." When you return to the "General" screen, click "OK" there too. Refresh the page by clicking on the WOAH! JAPAN logo at the top left of the page. The displayed price estimate will change accordingly. Chinese (Hong Kong) [zh-hk] will display HK$. English (Canada) [en-ca] will display CA$.

For Mozilla Firefox

Click on "Tools" at the top of your screen, and then from the Tools menu select "Options."
Click "Contents," then "Choose" in the "Language" section.
Click "Select a language to add...," select your language and click "Add."
After adding your desired language, highlight it and click on "Move Up" until it is at the top of the list. Then please click on "OK."
Refresh the page by clicking on the WOAH! JAPAN logo at the top left of the page. The displayed price estimate will change accordingly.
Chinese (Hong Kong) [zh-hk] will display HK$.
English (Canada) [en-ca] will display CA$.

If the displayed price estimate did not change after following the above steps, please contact our Customer Service Department.
WOAH! JAPAN Customer Service
info_en@woahjapan.com

Shipping & Handling Charges

For each order made, you will be charged the following shipping fees based on the weight. Fees differ depending on the destination country/region. Also, please kindly understand that the appropriate packing material weight will added in accordance with item weight.

Up to Region Up to Region 1 Region 2 Up to Region 3
Up to Weight Asia Oceana,
North America,
South America,
Middle East
Europe South America,Africa
Up to 500g 1,400yen 2,000yen 2,200yen 2,400yen
Up to 600g 1,540yen 2,180yen 2,400yen 2,740yen
Up to 700g 1,680yen 2,360yen 2,600yen 3,080yen
Up to 800g 1,820yen 2,540yen 2,800yen 3,420yen
Up to 900g 1,960yen 2,720yen 3,000yen 3,760yen
Up to 1.0kg 2,100yen 2,900yen 3,200yen 4,100yen
Up to 1.25kg 2,400yen 3,300yen 3,650yen 4,900yen
Up to 1.5kg 2,700yen 3,700yen 4,100yen 5,700yen
Up to 1.75kg 3,000yen 4,100yen 4,550yen 6,500yen
Up to 2.0kg 3,300yen 4,500yen 5,000yen 7,300yen
Up to 2.5kg 3,800yen 5,200yen 5,800yen 8,800yen
Up to 3.0kg 4,300yen 5,900yen 6,600yen 10,300yen
Up to 3.5kg 4,800yen 6,600yen 7,400yen 11,800yen
Up to 4.0kg 5,300yen 7,300yen 8,200yen 13,300yen
Up to 4.5kg 5,800yen 8,000yen 9,000yen 14,800yen
Up to 5.0kg 6,300yen 8,700yen 9,800yen 16,300yen
Up to 5.5kg 6,800yen 9,400yen 10,600yen 17,800yen
Up to 6.0kg 7,300yen 10,100yen 11,400yen 19,300yen
Up to 7.0kg 8,100yen 11,200yen 12,700yen 21,400yen
Up to 8.0kg 8,900yen 12,300yen 14,000yen 23,500yen
Up to 9.0kg 9,700yen 13,400yen 15,300yen 25,600yen
Up to 10.0kg 10,500yen 14,500yen 16,600yen 27,700yen
Up to 11.0kg 11,300yen 15,600yen 17,900yen 29,800yen
Up to 12.0kg 12,100yen 16,700yen 19,200yen 31,900yen
Up to 13.0kg 12,900yen 17,800yen 20,500yen 34,000yen
Up to 14.0kg 13,700yen 18,900yen 21,800yen 36,100yen
Up to 15.0kg 14,500yen 20,000yen 23,100yen 38,200yen
Up to 16.0kg 15,300yen 21,100yen 24,400yen 40,300yen
Up to 17.0kg 16,100yen 22,200yen 25,700yen 42,400yen
Up to 18.0kg 16,900yen 23,300yen 27,000yen 44,500yen
Up to 19.0kg 17,700yen 24,400yen 28,300yen 46,600yen
Up to 20.0kg 18,500yen 25,500yen 29,600yen 48,700yen
Up to 21.0kg 19,300yen 26,600yen 30,900yen 50,800yen
Up to 22.0kg 20,100yen 27,700yen 32,200yen 52,900yen
Up to 23.0kg 20,900yen 28,800yen 33,500yen 55,000yen
Up to 24.0kg 21,700yen 29,900yen 34,800yen 57,100yen
Up to 25.0kg 22,500yen 31,000yen 36,100yen 59,200yen
Up to 26.0kg 23,300yen 32,100yen 37,400yen 61,300yen
Up to 27.0kg 24,100yen 33,200yen 38,700yen 63,400yen
Up to 28.0kg 24,900yen 34,300yen 40,000yen 65,500yen
Up to 29.0kg 25,700yen 35,400yen 41,300yen 67,600yen
Up to 30.0kg 26,500yen 36,500yen 42,600yen 69,700yen
  • Depending on the destination country, customs duties, consumption tax and other additional costs may be levied.
    These are entirely the responsibility of the customer.

Delivery

Items are scheduled to be shipped within 9 days after the order is placed.

However, there may be shipment delays depending on or due to the contents of the order, stock status, peak season, New Year holidays of suppliers, Obon holidays etc.
There are some item that will be produced or manufactured after order placement. In these cases the waiting time may be from a few days up to a maxiumum of a few months.
Should shipment be delayed, customer service will contact you in advance.
Items are sent by Express Mail Service (EMS) or an international express courier. After shipment, items will usually take around 3 days to be delivered.
*This may take longer depending on the country, region or customs status.

< Item shipping notification via email >

[Subject: Shipping Advice] We will send the email to your register email address.
Information regarding the shipment date, tracking number of the courier, item shipment status and accumulated points will be included in the email.

*For customers using credit cards
We will charge for payment for an order will take place on the day that it ships out.
Please kindly contact your credit card company directly regarding their billing date.

< Information Regarding Contacting Shipment Couriers >

EMS
Example of Contact (Tracking) Number: EE 123456789 JP
If you enter this tracking number into the tracking services of your home country’s post office website (excluding some countries), you will be able to view the current status of your package.Please take advantage of this convenient feature.

EMS Tracking: (Japan Post) * English Page is also available.//www.post.japanpost.jp/
Hong Kong: https://ipost.post.gov.tw/web/CSController
Singapore: //www.speedpost.com/sg
USA: //www.usps.com
Canada://www.canadapost.ca/cpo/mc/default.jsf?LOCALE=en
Australia://ice.auspost.com.au
Korea://www.epost.go.kr
DHL
Home Page //www.dhl.com/
S.F. Express
Home Page //www.sf-express.com/us/en/

VIP Hotline:852-2671-5551
Mon - Sat 09:00-18:00
Hong Kong:852-2730-0273
Mon - Fri 08:00-20:00
Macao:853-2873-7373
Mon - Fri 08:00-20:30
Sat, Sun, Holidays 08:00-20:00

Exchanges and Returns

For exchanges and returns, please be sure to contact WOAH! JAPAN via email or fax within 14 days of item receipt regarding the details of the return item. After contacting us, please return only the items we approve (within 7 days of approval). We will not accept a return if you contact us after 14 days or not sent the item back with no contact at all.

Up to Up to Returns Up to Exchanges
WOAH! JAPAN at fault
(wrong/defective/damaged item etc)
返品

WOAH! JAPAN will reimburse the return shipping fee.
Please read "1." below.

交換

WOAH! JAPAN will reimburse the return shipping fee.
Please read "3." below.

At The Customer's Convenience
返品

Customer isresponsible for shipping costs incurred.
Please read "2." below.

交換

(Exchanges at theconvenience of the customer are not accepted.)
Please read "4." below.

Returns

1.In the case of "WOAH! JAPAN at Fault"
(1) The merchandise is different from what you ordered (wrong shipment).
(2) The merchandise is defective.
(3) The merchandise is damaged.

The Company will reimburse you for shipping costs incurred. (In the event of a return of set merchandise (ex. 2-Piece Set, or others sets), please include all items in the set in the condition that it was delivered in when making the return. If even 1 item is missing from the set (or, an included item or accessory), the Company will not be able to process your return.)

2.In the case of “At the Convenience of the Customer”

Should an item not be to your liking (because you wish to change the size, color, pattern or change from a plate to cup etc.), the return shipping shall be paid by the customer. Also, we will not be able to accept your return in the following cases.

  • You did not inform us about the return/exchange within 14 days of receiving the item
  • Food item
  • Items that have been used
  • Order-made items((items manufacture after being order,  e.g. a hanko)
  • Engraved items
  • Cosmetics,hygiene products where the package has been opened
  • Items without a case or packaging (bag, etc)
  • Items that have been altered and cleaned
  • Items that you have soiled or damaged (incl. cosmetics, fragrances, odors)
  • Items with the tag removed
  • Items that have been warped by test trying on
  • SALE items, outlet items, items marked with “no return/exchange” on the item page

Exchanges Exchanges are only accepted when WOAH! JAPAN is at fault.

3. In the case of "WOAH! JAPAN at Fault"
(1) The merchandise is different from what the customer ordered (wrong shipment).
(2) The merchandise is defective.
(3) The merchandise is damaged.

We will reimburse the customer for shipping costs incurred. Please inform us in advance if you wish to make an exchange. If the item(s) to be exchanged are out of stock or have been discontinued, the customer will be given a full refund for the merchandise.

4. In the case of "At The Convenience of the Customer",exchanges are not accepted.

If you are not satisfied with the items (because they do not fit or you do not like the color or print), the return will not be accepted. If you wish to exchange an item, we will send your new item after we have received your return.

< How to Contact Us >

FAX:

First, please print out the Returns & Exchanges sheet. Please fill out the sheet completely and then fax it to WOAH! JAPAN. We will send our approval to you by FAX or email.Then, please send the items you want to return back together along with the approval received from WOAH! JAPAN.

E-mail :

Please read and confirm the contents of the Exchanges and Returns form. Then, email us with the necessary information from the form. Please be sure to enter "Exchanges and Returns" as the email subject. WOAH! JAPAN will send an email of approval back to you. Please print out the email of approval from WOAH! JAPAN, and send your returning items back together with the consent email. (Please note that WOAH! JAPAN will not accept any returns or exchanges for items sent back without prior approval or communication, or items that were not given approval.)

< Shipping Method >

1. Please include the Returns and Exchanges Form together with the merchandise you are returning.

(If a letter of approval is not included with the returned item(s), it may take longer to process.)

2. Please write"Re-imported Goods"or"Return Cargo"in large letters on the surface of the parcel.
3. Please send the goods by the International Postal Service EMS (Express Mail Service), or by Airmail.

(Please be sure not to send goods by private international mail carriers such as DHL, FedEx, UPS, etc. If sent back by one of these methods, the returning item's will not be accepted and no refund will be given.)
※ For "WOAH! JAPAN at Fault," you must pay in advance for shipping. Collect/Cash on Delivery (COD) shipments will not be accepted.
※ For an exchange (only for "WOAH! JAPAN at Fault") we will ship the replacement items when we receive your returned items.
※When returning a set (a 2-Piece Set, etc), return all items in the set in the condition that they were delivered. If even one item (including an attachment or accessory) is missing from the set, we will not be able to process your return.
PDFOpen"Exchanges and Retums Form"(PDF 20KB)
* Right-click with the mouse over the link and then left-click on "Save Target As..."
Adobe Acrobat Reader 4.0 or higher is required to view this file. Click on the button at the right to download from the Adobe Systems website. For inquiries about downloading and/or installing, please contact Adobe Systems.

< Refund Methods >

There are two methods for you to choose from for your refund of the merchandise cost and shipping.

1. Refund in the form of WOAH! JAPAN points (JPY 1 = 1 point)

There is no loss due to fluctuating exchange rates, and the refund can be processed quickly. (Please note that depending on campaign rules, there are situations where points are not available for use.)

2. Refund through the credit card, PayPal, or Alipay account that was used to purchase the merchandise.

The merchandise and/or shipping refund will be made through the credit card company, PayPal, or Alipay account that was used to purchase the merchandise. For a refund through credit card, PayPal, or Alipay, the exchange rate applied to the amount billed for the merchandise and shipping and handling charges may differ from the exchange rate at the time of refund. Thus, there may be differences in the total amount refunded due to exchange rate differences. Even if you experience a loss as a result of a different exchange rate at the time of refund, WOAH! JAPAN will not be responsible for this loss. Also, please note that for a credit card refund, depending on the different monthly processing deadlines and pay dates, it may take as long as 2 months for the refund to be processed; for PayPal and Alipay, it make take from a few days, to the maximum of 10 days for the refund to be processed. If the amount of a refund exceeds the amount paid at the time of purchase, we will be unable to process that refund entirely through the method used at the time of purchase; instead, we will convert the difference into WOAH! JAPAN points and refund the remainder into your account.

Date of Enactment: October, 2015

Inquiries

Contact address for inquiries related to orders, delivery, payment, item details/stock, registered email address change etc.

Japanese: info_jp@woahjapan.com
English: info_en@woahjapan.com
Traditional Chinese: info_tc@woahjapan.com
Simplified Chinese: info_sc@woahjapan.com

Business Hours: Weekdays (from Mon. to Fri.), 10AM to 5PM (Japan Standard Time)
Emails we receive on weekends, Japanese national holidays or our other holidays will be responded to on or after our next business day.

About This Site

Security
We use Secure Sockets Layers (SSL) to encrypt the personal and credit card information provided to us by our customers. This system will secure your online shopping. Additionally, your credit card information will not be fraudulently used by any third party.
Recommended Settings
In order to use our site smoothly, we recommend the following:
JavaScript enabled

*If JavaScript is disabled, unexpected display problems may occur. Therefore, when using our site, please be sure to enable JavaScript.

Use of a browser we recommend

  • Cookies enabled
  • Style sheets enabled
  • SSL enabled

<Recommended Browsers & Operating Systems>

  • Internet Explorer 8.x、9.x、10.x
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
Server Maintenance
We perform server maintenance on our server every morning from 7:30AM to 7:45AM (Japan Standard Time).
When accessing during that period, a “page cannot be displayed” message may appear.

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