FAQ
Q: Are items sold on connect-japan-store.myshopify.com replicas or authentic originals?
A: We take careful measures to ensure that every item listed for sale is authentic. Learn more on our Authenticity page.
Q: What condition are the items in?
A: We are selective in the luxury goods we purchase and generally sell only Pre-loved items. Occasionally, we may list for sale vintage items that have been well loved or items that have been refurbished and we will make that clear in the description. Every item includes a detailed description of its condition and images of any slight flaws or signs of wear. We do not sell items that are damaged beyond regular wear and tear. We go through great lengths to describe all flaws, signs of wear, stains, scratches and odors.
Q: Do items come with original packaging and paperwork?
A: Items that come with their original boxes, dust bags, authenticity certificates, and manuals will contain the appropriate message in their product descriptions.
Q: Are the images shown on your website of the actual items listed for sale?
A: Yes, we take detailed HD images of every product that we sell. We do our best to provide images of areas of wear for all pre-owned items.
Q: Do you ship to international destinations?
A: Yes, we ship our luxury items to over 200 countries worldwide! Please see our shipping page for details on shipping and handling time frames.
Q: What is your return policy?
A: We accept returns within 14 days of the date of delivery, no matter what the reason and no questions asked. Please contact us for the return instructions. Please note that the return shipment is at the cost and responsibility of the buyer. Once the item is returned to us and we confirm that it is in the same condition as it was shipped to you, we will fully refund you. See our Hassle-Free returns page for details.
Q: Can you send me additional photos of specific areas of the item if I request them?
A: Yes, just email us with your photo requests and we will send them to you.
Q: I am looking for a specific item. Do you accept requests?
A: Yes, just email us with your request and we will get back to you if we come across it. We specialize in pre-owned goods, and can only buy what is available in the Japanese market. We always love to hear which goods our customers are interested in and we do our best match their needs.
Q: Which payment methods do you accept?
A: We accept payments by PayPal or credit card. The credit card payment is done through PayPal, but the buyer is not required to have a PayPal account in order to make the payment.
Q: What is the time frame for payment?
A: Please make the payment immediately after adding the items to your cart. Unpaid items will automatically be returned to our stock.
Q: Do you have a layaway plan?
A: We do not offer layaway.
Q: Can I get a discount?
A: The prices on our website are our best prices and we cannot offer a discount. Occasionally we may have sales and campaigns announced. Connect Japan Luxury is a Top-rated Seller on eBay. All items are 10% off compared to our prices on eBay.
Q: What are the shipping costs to my country? Do you offer insurance?
A: We offer free express shipping worldwide. All our shipments are insured for the purchase value, as declared on the shipment label.
Q: Which shipping method do you use?
A: We ship with Express Mail Services. (EMS)
Q: How long will it take to arrive?
A: Usually it takes approximately 3 to 7 days to arrive, but please kindly understand that delay may occur at the customs of your country.
Q: Can you give me a tracking number for my order?
A: You will receive a shipping notice to your registered email address with the tracking number as soon as it becomes available.
Q: Will I have to pay import duties, customs or taxes?
A: Please kindly understand that import duties, local tax charges and customs fees are not included in the cost of the items and these additional charges are the buyer's responsibility. The tax charges are often collected by the courier at the time of delivery and should not be confused for shipping charges.
Q: I received an invoice from the carrier. I thought the shipping was free?
A: Shipping is free on all items. In case you receive an invoice from the courier, this is most likely an invoice for import duties, customs or tax. Please kindly understand that import duties, taxes and charges are not included in the cost of the item and these additional charges are the buyer's responsibility. Please contact the courier for more information. If you still have questions about the invoice, please provide us with a copy of the bill and we will do our best to find out what you are being charged for.
Q: Can I cancel a transaction?
A: If you would like to cancel the transaction, please contact us as soon as possible.
Q: I am interested in selling or trading my bag. Do you buy or trade from individuals?
A: At the moment we are not purchasing internationally from individuals and we do not do trades.