Shipping policy

Contact us

  • Email: service@goodsjapanofficial.com
  • Phone: +81 (0)50 5050 9800

If you don't see your question here, email us and we'll reply as soon as possible.

1) Order Help

Edit / Cancel an Order

  • Orders start processing shortly after checkout
  • Changes or cancellations aren't guaranteed
  • Email service@goodsjapanofficial.com ASAP with your order number and the change you need

Missing Order Confirmation Email

Account Required?

No—guest checkout is always available. Creating an account helps you:

  • View order history
  • Save shipping addresses for faster checkout
  • Track orders more easily
  • Build a wishlist of pieces you love

Payments

  • Major credit/debit cards accepted
  • Other payment options (if available) are shown at checkout
  • Options may vary by location

Discount Codes

Promotions may run from time to time. Rules:

  • One discount code per order (unless stated otherwise)
  • Codes must be applied during checkout—they can't be added after
  • Some codes may exclude sale items or specific collections

2) Shipping & Delivery

Processing Time + Delivery Time

  • Processing: usually 1–3 business days (excluding weekends and holidays)
  • Delivery time depends on:
    • Your location
    • The shipping option selected at checkout

Peak seasons (year-end, major sales, new launches) may add a day or two.

Tracking Your Shipment

  • You'll receive a shipping confirmation email when your order ships
  • Tracking details are included when available
  • Allow 24–48 hours for tracking to start updating

International Shipping

We ship to many regions worldwide.

If your destination isn't available at checkout, email service@goodsjapanofficial.com and we'll see what we can do.

Duties / Taxes / Customs Fees

International orders may incur duties, taxes, or customs fees charged by your country/region:

  • These fees are not included in your purchase total
  • The customer is responsible for these charges

Fragile & Oversized Items

Some home goods (ceramics, glassware, lamps, large furniture pieces) may ship separately:

  • Packaged with extra protective materials to reduce breakage risk
  • Larger items may require signature on delivery
  • Delivery windows may be longer than standard parcels

Delayed Delivery

Delays can happen because of carriers, weather, or customs.

If your order looks stuck, email your order number and we'll help chase it up.

Marked "Delivered" but Not Received

Please try the following:

  • Check around the delivery area (doorstep, mailbox, parcel locker, etc.)
  • Check with household members or neighbors
  • Check with your building's front desk/concierge/security

If it's still missing, contact the carrier directly first. You can also email us and we'll assist where possible.

3) Returns & Refunds

Returns

Eligible items can be returned within 30 days of delivery if they are:

  • Unused and uninstalled
  • In the same condition as received
  • In original packaging, with all manuals, accessories, and protective materials
  • Free of wear, scratches, stains, or assembly marks

For details, please review our Return & Refund Policy.

Used / Installed / Assembled Items

Not returnable (for hygiene and safety reasons).

Damaged / Defective / Incorrect Items

Contact us within 7 days of delivery. Email service@goodsjapanofficial.com with:

  • Your order number
  • Clear photos of the item, packaging, and any visible damage

We'll review and assist as quickly as possible.

Refund Timing

After your return is received and approved:

  • Refunds go back to the original payment method
  • Allow 5–10 business days for the refund to appear (depends on the payment provider)

4) Home Products & Care 

Safety

  • Intended for everyday household use when used as directed
  • Review the product description and any included instructions before first use
  • Keep small parts away from children and pets
  • If you have allergies or sensitivities (natural wood oils, wool, latex, metal plating), check materials/specs on the product page before purchasing

Materials

Materials vary by item—common examples include:

  • Natural materials: wood, bamboo, rattan, cotton, linen, wool
  • Ceramic & glass: stoneware, porcelain, hand-blown glass
  • Metals: stainless steel, brass, iron, aluminum
  • Synthetics & technical: silicone, BPA-free plastic, coated textiles

Each product page lists materials and key specifications. For confirmation on a specific item, email the product name or link to service@goodsjapanofficial.com.

Odor on First Open

Some items (especially fabric, foam, rubber, plastic, or sealed packaging) may have a slight odor initially.

This typically fades after airing out in a ventilated space for 24–72 hours.

Cleaning & Maintenance

Care depends on the material:

  • Wood & bamboo: wipe with a dry or slightly damp cloth; avoid soaking and dishwashers
  • Ceramic & glass: most are dishwasher-safe, but handwash is gentler—check the product page
  • Metal: dry thoroughly after washing to prevent marks; polish brass occasionally
  • Textiles: follow the care label inside each piece
  • General: avoid harsh chemicals unless the product page says they're OK, and keep items away from prolonged direct sunlight or high heat when applicable

Photos vs. Real Product (Color / Size / Texture)

We aim for accurate display, but:

  • Minor color variation can occur due to lighting and screen settings
  • Natural materials (wood grain, ceramic glazing, fabric weave) show unique variations piece to piece
  • Manual measurements may differ slightly from listed dimensions

If exact sizing matters (e.g., fitting a shelf, drawer, or space), review listed dimensions carefully before ordering.

Assembly Instructions

If assembly is required, instructions are usually included in the package or on the product listing.

If anything is missing, email service@goodsjapanofficial.com—we'll send replacements or digital copies.

5) Customer Support

How to Reach Us

  • Email: service@goodsjapanofficial.com
  • Phone: +81 (0)50 5050 9800

Reply Time

We aim to respond within 1–2 business days, depending on volume and business hours.

Contact Information

  • Company Name: Goods Japan Ltd.
  • Address: 2-6-13 Mushitoricho, Izumiotsu-shi, Osaka 595-0037, Japan
  • Email: service@goodsjapanofficial.com
  • Phone: +81 (0)50 5050 9800