FAQ

Payment will be made on the Stripe Payment Platform using credit cards and digital wallets.
VISA, mastercard, AMERICAN EXPRESS, JCB, AliPay, Apple Pay, Google Pay

Here are possible reasons:

• The email address entered when you registered or placed your order was incorrect.
• You have changed your email address.
• Your provider could not receive the email.
• Your email program was set to reject the email.

If you are a registered member, you can check the details of your order in the "Order History" section on "My Page."
If you made your purchase as a guest, please contact the shop directly by email.

Please be advised that we cannot re-send the order confirmation email.

Your user information might have been illegally used by a third party.

• Please check with your credit card company.
• Please contact us immediately using the HAKO-BU.net contact form.

We may not be able to deliver your merchandise because it falls under the category of prohibited goods. Please visit the post office's official website to check if items fall under the category of prohibited goods.

If × or △ appears next to an item:
→We may not be able to deliver the item because it falls under the category of prohibited goods. Please visit the post office's official website to check if items fall under the category of prohibited goods.

Other possible reasons:

• Postal delivery services may be temporarily suspended due to societal conditions. Please check the status of shipping to your country on the post office's official website.
• The merchandise may have sold out while you were placing your order. We apologize for the inconvenience, but please place your order again.

You may check out products in the cart at any time before Payment Process is implemented.
In addition, members of HAKO-BU.net may cancel an order from My Page within 30 minutes after Payment Process is implemented.
If you have purchased the product as a guest, or are a member who could not cancel an order within such 30 minutes’ period, you may submit the inquiry form with relevant information entered. After the Shop verifies the information and determine that refund is necessary, refund process will be implemented.
An amount to be refunded will include purchase price, shipping costs and packaging costs, but exclude the amount of payment commissions and exchange fees.

In the event of defects identified in your products by the Shop’s faulty act or inaction, inform the Shop within 7 days after delivery of your products. Thereafter we will not settle your claims relating to such defects.
Products may no longer be able to be returned once they are used or the packaging is unsealed.

An amount refundable will be the total amount of purchase price and shipping/packaging costs, excluding payment commissions and exchange fees.
No return and replacement will be permitted for a reason of your own, or for damage of products sustained as a result of unpackaging during a customs check.

No, the shipping fee is not included in the price of the merchandise.
The total price of items, shipping fee, and packaging fee will be calculated on the Shopping Cart screen.

All products will be delivered by EMS International Parcel Post (EMS) provided by Japan Post Co., Ltd (JP Post).

You can check shipping updates on your order on My Page if you are a registered member of HAKO-BU.net.

In the event of non-delivery, please confirm the status on EMS tracking system. Any inquiries should be made to the Shop. The Shop will get the matter looked into and resolved with JP Post, as a result of which, the Shop will make an arrangement for reshipping or refund, if necessary.

If your order is packed in 2 or more separate boxes, a shipping fee will be charged for each box.
You can check shipping-fee details on the Shopping Cart screen.

If your order is packed in 2 or more separate boxes, each box will be assigned an EMS tracking number.

Under normal circumstances, your order will be shipped from Japan within 2-7 business days.
Shipping times differ by your country of residence, but if you live in Asia, your order will be delivered within 2 weeks of confirmation.

Under no circumstances, will the company be liable for loss or damage from or in connection with non-delivery, to the extent that appropriate and reasonable shipping procedures are carried out by us; and

• You can save your address and shipping information, so entering details for your next order will be easier.
• You can view your order history.

You can register on the Member Registration page.

Here are possible reasons:

• There is a mistake in the information you entered.
  Has an error message appeared for details such as your email address or postal address?
• You have already registered with the same email address.
  Only 1 account can be registered per email address at HAKO-BU.net. If you have forgotten your registration details, please go to the I Forgot My Password page and follow the instructions to log in again.

Please reset your password using the I Forgot My Password page.