Returns & Claims
Cancellation window, why change-of-mind returns are not accepted, and the exact procedure for damaged, wrong or missing items.
Last updated: 7 September 2026
1. Cancelling an order: 48 hours
An order can be cancelled within 48 hours of payment if it has not yet shipped. Email info@eurasaijp.com (or message us on WhatsApp / Telegram) with your order number. The refund goes back to the card used for payment; refunds via Stripe usually take 5-10 business days. 48 hours after payment we purchase the goods for your order and cancellation is no longer possible. Once the parcel has shipped, cancellation is not possible in any case.
2. No change-of-mind returns
Cosmetics, supplements, food and hygiene products cannot be returned or exchanged after shipping, whether opened or unopened, for hygiene reasons. Not liking the scent, colour, taste, pack size or effect, Japanese-only labelling, or a packaging design updated by the manufacturer are not grounds for a return. By placing an order you confirm that you have read the product description.
3. When a claim is accepted
We handle claims in three cases: the item was damaged in transit; the wrong item was received; an item is missing. Claims must be submitted within 7 days of the delivery date shown by the carrier. Claims submitted later, without photos, or without the carrier's damage report (where required) are not considered.
4. What to do if the parcel arrives damaged
1) If the box is damaged or opened at delivery, open it in the presence of the postal worker and ask for the damage to be recorded, or refuse the parcel. 2) Photograph the outer box from all sides, the label with the tracking number, the inner packaging and the damaged item, before throwing anything away. 3) Go to your local post office and obtain a damage report (form CN24 or the local equivalent). Take the box, packaging and item with you. Without this report the carrier will not consider a transit-damage claim. 4) Keep the box, packaging and item until the case is closed; they may be requested for inspection. 5) Send your claim by email to info@eurasaijp.com with the subject "Claim for order #number": order number, description, photos and the damage report.
5. How a claim is handled
We reply to your email within 3 business days. For transit damage we file a claim with Japan Post; the carrier's investigation takes from 2 weeks to 6 months, and your local post office may contact you. Once the carrier confirms the damage we send a replacement or refund the price of the damaged item. Every parcel is insured for the full value of the goods, so once the carrier confirms the claim, compensation covers the value of the damaged or lost goods. If a wrong or missing item is our fault, no postal report is needed: after checking the photos we send the item or refund its price.
6. What is not grounds for a claim
Damage to packaging that did not affect the product itself; dents on the manufacturer's cardboard box; items damaged after receipt; claims without photos or submitted after 7 days; items opened or used before the claim; expiry dates within the manufacturer's shelf life; delivery delays.
7. Refunds
Refunds are made only to the original payment method. Loyalty points redeemed on a cancelled order are returned to your balance; points earned for a cancelled order are voided. Shipping costs are refunded only for cancellations before dispatch or when the carrier confirms the parcel was lost.
8. Protection against abuse
We may request additional photos or video, or the return of the item for inspection, before paying compensation. Where abuse is suspected (damage after receipt, repeated claims, photos inconsistent with the report) compensation may be refused and the account closed.