At GOYOKIKIYA COMPASS, we pack and ship items with care; however, on very rare occasions, a carrier may lose or damage a package.
GOYOKIKIYA COMPASS offers the compensation program below, so you can shop with peace of mind.
If a Package Is Lost in Transit
- If your package does not arrive, please contact our Customer Concierge.
- We will check the status with the carrier. If the carrier acknowledges the loss, we will refund the full price of the item in question.
- Refunds are generally issued to the credit card or other payment method used at the time of payment. The refund method is left to our discretion.
- For delays during customs clearance, the carrier may be unable to confirm the status. In that case, you will need to contact customs yourself. If a loss during customs clearance is confirmed based on the response from customs, we will proceed with the same compensation procedure described above. (Delays in customs clearance are not covered by this compensation program.)
- Shipping delays are not covered by this compensation program.
- Confiscation by customs, refusal of receipt, and return or disposal due to unpaid customs duties are not covered by this compensation program.
If a Delivered Item Is Completely Broken (Total Damage)
- If the delivered item has suffered total damage (see below for the definition), please refer to the following article.
- If you wish to start the procedure, please contact our Customer Concierge.
- You must start the procedure for this compensation program within 3 days of delivery of the item. If you make a request after that period, you cannot use this procedure, so please take note. * The delivery date is based on the delivery completion date recorded in the carrier's shipping history.
- We will check the status with the carrier. If the carrier acknowledges “total damage,” we will refund the full price of the item in question.
- Refunds are generally issued to the credit card or other payment method used to pay for the item. The refund method is left to our discretion.
- The refund amount is limited to a maximum of 300,000 Japanese yen.
- If the item has “partial damage” (see below for the definition) rather than “total damage,” it is not covered by this compensation program.
- In cases of partial damage, or if the carrier does not acknowledge “total damage,” we will consider how to respond.
Additional Information
Definition of “Total Damage”
A state in which all or a major part of the item has suffered destruction, breakage, soiling or another defect, so that it cannot be used for its original purpose and cannot be restored through repair or other means, or a state in which the cost of such restoration would equal or exceed the value of the item immediately before the damage occurred.
Definition of “Partial Damage”
A state in which the item has suffered destruction, breakage, soiling or another defect that impairs its function, quality, appearance or value, but which does not amount to total damage.