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Frequently asked questions

Last updated on March 24, 2021.

🛍️ Products, inventory, and prices

All products sold on our website are authentic. We only source our products from genuine Japanese suppliers.

Is this product in stock?

We update our inventory information several times a day. All products listed in stock are currently on the shelves at our location or are available from one of our suppliers. They will be shipped to you within three business days.

When a product is not in stock, you can create an alert. Enter your email address on the product page. You will receive an email when the product is back in stock.

Are your prices up to date?

Yes, always. You will pay the amount indicated on the site during checkout.

Why do prices vary?

Two reasons can explain the variations in sales prices:

  1. The exchange rate between your currency and the Japanese yen or the US dollar fluctuates.
  2. Our suppliers have changed their prices. This happens regularly, especially for used products, like TCG single cards.

Can you give me a discount?

We regularly offer discounts and coupons valid for the entire store or specific products. It's up to you to find them!

Besides, our customer support cannot offer discounts on a case-by-case basis.

Can you send me a picture of the product?

We don't do it. We cannot manage this type of request upon request for technical reasons. Indeed, it would take us a lot of time to make pictures for each product listed on the site.

However, we can guarantee that the items listed on Nipponrama are all in excellent condition (new or mint) unless otherwise indicated in the title or description of a used product.

We guarantee the proper functioning and appearance of our products in three stages:

  1. By working only with serious suppliers who already do this flaw identification work upstream.
  2. Upon reception of the products in our premises.
  3. When we prepare your parcel.

💳 Payment

All payments are secured on Nipponrama. We do our best to offer you prices in the currencies you know and to limit bank charges.

How can I pay my order?

On Nipponrama, we offer the following payment methods:

Payment methods available to all customers:

  • Credit cards (Visa, MasterCard, Discover, American Express)
  • Click to Pay (Visa, MasterCard, Discover, American Express)
  • PayPal
  • Google Pay
  • Apple Pay
  • Microsoft Pay

Payment methods limited to specific areas:

  • Alipay - Soon
  • WeChat Pay - Soon
  • Klarna (only for customers who pay in euros, US dollars, or pounds sterling) - Soon
  • giropay (only for customers in Germany who pay in euro) - Soon
  • iDEAL (only for customers in the Netherlands who pay in euro) - Soon
  • Bancontact (only for customers in Belgium who pay in euro) - Soon
  • Multibanco (only for customers in Portugal who pay in euro) - Soon
  • EPS (only for customers in Austria who pay in euro) - Soon
  • Przelewy24 (only for customers in Poland who pay in Polish Złoty) - Soon
  • OXXO (only in Mexico for customers who pay in Mexican peso) - Soon

Can I pay in installments?

Not at the moment. We do not yet accept payments in installments. We are currently working on a solution that would allow us to offer this service.

Are payments secure?

Apart from PayPal transactions, we use the Stripe payment solution. It is the world's leading payment management platform for e-commerce websites. More than 100,000 websites use their services worldwide.

Stripe has been audited by a PCI-certified auditor and is certified as a PCI Service Provider Level 1. This is the most demanding level of certification available in the payment industry. To achieve this, Stripe uses the best security tools and practices.

You can find more information about Stripe's strict security measures on this page.

In addition, your data is protected by a dedicated TLS/SSL protocol that is applied on all Nipponrama pages.

What currencies do you accept?

You can pay your orders in the following currencies:

Europe
  • 🇪🇺 EUR: Euro
  • 🇵🇱 PLN: Polish Złoty
  • 🇨🇿 CZK: Czech Koruna
  • 🇸🇪 SEK: Swedish Krona
  • 🇩🇰 DKK: Danish Krone
  • 🇬🇧 GBP: British Pound
  • 🇳🇴 NOK: Norwegian Krone
  • 🇨🇭 CHF: Swiss Franc
  • 🇷🇺 RUB: Russian Ruble
North America
  • 🇺🇸 USD: US Dollar
  • 🇨🇦 CAD: Canadian Dollar
  • 🇲🇽 MXN: Mexican Peso
Oceania
  • 🇦🇺 AUD: Australian Dollar
  • 🇳🇿 NZD: New Zealand Dollar
Asia
  • 🇮🇳 INR: Indian Rupee
  • 🇨🇳 CNY: Chinese Yuan
  • 🇭🇰 HKD: Hong Kong Dollar
  • 🇸🇬 SGD: Singapore Dollar
  • 🇰🇷 KRW: Korean Won
  • 🇯🇵 JPY: Japanese Yen
Middle East
  • 🇹🇷 TRY: Turkish Lira
  • 🇮🇱 ILS: Israeli Shekel
South America
  • 🇧🇷 BRL: Brazilian Real
  • 🇨🇴 COP: Colombian Peso
  • 🇦🇷 ARS: Argentine Peso
  • 🇨🇱 CLP: Chilean Peso
  • 🇺🇾 UYU: Uruguayan Peso
Africa
  • 🇿🇦 ZAR: South African Rand

When will my payment be charged

Immediately, for all payment methods listed above.

You haven't find the answer to your question?

Contact us

📦 Delivery and shipping costs

Do you ship to my country?

We ship almost anywhere in the world. We can ship to over 200 countries and territories worldwide. Therefore, there are only very rare cases in which Nipponrama cannot ship to a specific address.

How to verify in 30 seconds that we can deliver to your address:

  1. Add a product to your cart.
  2. Go to your shopping cart page.
  3. Enter your address in the "Shipping" section so you can see the list of shipping methods available to you.

How much does shipping cost?

Unlike most of our competitors, we charge the actual cost of shipping your package. This means that we do not make a profit on shipping costs.

The foolproof way to find out the amount of the delivery charges is very simple:

  1. Add all the products you want to buy to your cart.
  2. Go to your shopping cart page.
  3. Enter your address in the "Shipping" section so that you can see the list of shipping methods available to you and their prices.

Shipping costs vary depending on several criteria, such as the shipping method, the destination country, the weight, the size of the package as well as the types of products contained in it.

How long does delivery take?

Delivery times are not the same depending on the shipping method you choose. Estimates of these times are provided on your shopping cart page when you enter your shipping address.

Up to 3 working days to prepare the package for shipping by Nipponrama's team. These times may be extended when we have high demand or limited staff. For example, during the Black Friday season, the holiday season or Golden Week in Japan. If this is the case, you will be notified by a banner on the website before you place your order or/and by an e-mail explaining the situation in detail.

Delivery times vary depending on the shipping method selected.

  • FedEx and DHL: 2 to 5 days.
  • Japan Post EMS: 3 to 7 days.
  • Japan Post Airmail: 5 to 14 days.
  • Japan Post SAL: 7 to 21 days.
  • Japan Post Surface Mail: 1 to 3 months.

Update related to COVID-19

In the current global context, delivery times may not always be respected by the companies we work with (Japan Post, DHL, FedEx). The situation is improving day by day, but we can't always guarantee the deadlines.

Regarding the work done by Nipponrama, the handling and forwarding of the packages to the shippers are not disturbed. However, we may encounter some supply problems with our Japanese suppliers. If this is the case for products you have ordered, you will be notified by e-mail.

Has my order already been shipped?

You will automatically receive an email when your order is in the hands of the delivery company you have chosen.

This email may be in your spam box.

What should I do if my package is damaged?

Sometimes products in packages are damaged when they arrive at your home. They have literally traveled thousands of miles.

Some of the shipping methods we offer on Nipponrama have insurance included.

  • Japan Post EMS covers the damage up to 20,000 yen (about 200 US dollars);
  • Japan Post SAL and Airmail have insurance that only covers an amount up to 6,000 yen (about 60 US dollars).

Here's how to get your money back for damaged products:

  1. Make a claim with the postal service that delivered your package. Your claim should be made as soon as possible after receiving your package.
  2. Send us an e-mail with pictures of your damaged products. In your message, please confirm that you have already made a claim with your postal service.
  3. We will make a claim on our side with Japan Post, FedEx, or DHL.
  4. Once the postal service has verified your claim, they will send us the refund for your products.
  5. We will transfer the refunded amount to you.

Unfortunately, this process can take up to three months.

What should I do if I have not received my package?

It is very rare that a package does not reach its recipient. We advise you to contact us a few days after the end of the deadlines indicated in this FAQ or in a possible update e-mail that we would have sent you.

Update related to COVID-19

Despite the disruptions that are slowing down some delivery services, package receipt rates are the same as before the pandemic. So don't worry, you will receive your package!

For packages with a tracking number, we will request an investigation from the delivery company. This type of procedure usually takes between four and six weeks. Depending on the outcome of this investigation and the contents of the original package, we will be able to refund you or resend the same order at no additional cost.

For packages without a tracking number, we, unfortunately, cannot offer refunds or reshipment. Therefore, we recommend using shipping methods with a tracking number. If you still wish to purchase the products and they are still available on Nipponrama, we invite you to place a new order using a shipping method with tracking.

You haven't find the answer to your question?

Contact us

🧾 Customs taxes

Customs duties are a tax levied by the authorities of a country on goods that are imported into its territory. These tariffs vary from country to country.

Nipponrama is not responsible for these additional costs. The entirety of these amounts is due to the authorities of the country to which you have your package delivered.

Will I have to pay customs fees?

It depends on your country, the content of the package, and the order value. Customs fees are not included in the shipping costs, as they are charged to the person importing the product into their country. As an exporter, Nipponrama does not have to charge you for these potential fees. Furthermore, we cannot anticipate the amount of these potential costs.

Indeed, we do not know and cannot be constantly up-to-date on the application and evolution of customs taxes for all the countries to which we ship products. That is why we advise you to get information directly on the websites of the customs services of your country.

In any case, most of the customs services in the world are not able to check all the packages that arrive on their territory. This means that there is a good chance that your package will arrive at your home without being checked by customs. If this happens to you, you can declare the contents and value of your package to the relevant customs authorities yourself in order to comply with the laws of your country.

Can you underestimate the package value?

We cannot. Your invoice will be inside your package. It is automatically printed by our computer system.

Can you mark the package as a gift?

We cannot. The package contents we send are considered to be merchandise. We cannot mark your package as a "gift".

What happens if I refuse to pay customs fees?

In the event that the customs services ask you to pay a customs tax and you refuse to pay this additional amount, your package will be returned to us or destroyed.

If your package is destroyed, we will not be able to issue a refund.

If the package is returned to us, we can negotiate on a case-by-case basis. However, shipping costs and products with expiration dates cannot be refunded under any circumstances.

You haven't find the answer to your question?

Contact us

❓ Other questions

Who are you?

Nipponrama is a company based in Tokyo's Setagaya Ward, more precisely in the Karasuyama District. Our website exists since 2015. We were originally a tourist and cultural information website about Japan run by foreigners living in this country.

Since the beginning of 2021, we have been selling Japanese products on an e-commerce platform, because with the pandemic of COVID-19, it has become very difficult for the whole world to appreciate Japanese culture. In a way, we hope that the products we sell on this site will allow you to travel to Japan.

How do I cancel my order?

Contact us as soon as possible by email.

For technical reasons, we can only cancel the order a few minutes after you have placed it.

How long does it take for you to respond to my email?

We usually respond within 24 hours. However, sometimes we have more requests to process, which may cause slight delays in our responses. In any case, we invite you to send us a message if you have not received a response from us after 72 hours.

Is there a warranty on your products?

As stated in Japanese law, new electronic products and accessories have a one-year manufacturer's warranty. This warranty only covers defects.

Please contact our customer service if you have a problem with your product.

You haven't find the answer to your question?

Contact us

We ship to your home

We can deliver your items to over 200 countries and territories worldwide.

Always the best price

We constantly compare our prices with our competitors to offer you the best deals.

Always here to help you

Unlike Japanese online stores, our support answers your questions in your language!

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