We sincerely apologize for the inconvenience. We kindly ask you to follow the steps below.
If delivered by international mail (EMS, International Parcel, etc.)
- If you notice the damage at the time of delivery, please inform the delivery driver. If you notice the damage after the driver has left, please contact your local delivery post office and report that the package was damaged.
- The post office will prepare a damage report (form name: “CN24”). Please send us a copy of the report, along with photos that clearly show the damage (the outer packaging and the contents). We will file an investigation request with the international mail service and review compensation options.
- Please keep the delivered package in its original condition until the damage report is created. (A postal staff member may collect the item for the compensation procedure.)
If delivered by a method other than international mail
- If you notice the damage at the time of delivery, please inform the delivery driver and confirm the damage while the driver is present. If you notice the damage after the driver has left, please proceed to the next step.
- Please send us photos that clearly show the damage (the outer packaging and the contents). We will request an investigation from the shipping carrier and review compensation options.
- Please keep the delivered package in its original condition until an on-site confirmation by the carrier is completed. (The delivery carrier may collect the item for the compensation procedure.)
*This FAQ is displayed using automatic translation.