It depends on the item. Discontinued products, rare items, and exclusive products (which are often sold at a higher price) are restocked irregularly. If you have a specific item in mind, we recommend adding it to your watch list and checking back from time to time.

We do not offer item reservations.

It is difficult for us to place special orders for individual customers. However, if you let us know the item you are looking for, we will search the market, and if we find one at a reasonable price, we will procure and list it. Please note that even in this case, the item will not be a reserved listing for a specific customer but will be listed fairly for all customers to purchase.

No, they are not included. Whether customs duties and VAT are applied depends on the country and the purchase amount. Detailed information varies by country, so it’s recommended to check with your local customs website or ask someone with import experience in forums or on social media, such as Sylvanian Families collectors community or Reddit.

We have compiled the currently available information on customs duties for major countries on the following page. However, these regulations are subject to periodic review in each country and may not be up to date.　Detailed information varies by country, so it’s recommended to check with your local customs website or ask someone with import experience in forums or on social media, such as Sylvanian Families collectors community or Reddit.
https://store.kobeejapan.net/pages/taxes-and-customs

We are unable to accommodate requests for undervaluing packages.

Shipping will be processed within three business days from the order date. Saturdays, Sundays, and Japanese national holidays are not included. Our business day calendar is shared on Instagram.

Changes and cancellations are possible until the order has been shipped.

You can add items to your order until it has been shipped. Please place an additional order and mention your request for combined shipping in the comment box. Comments can be added from the cart page. We will refund the extra shipping fee.

Yes, it is possible. However, we can hold your order for up to two weeks from the date of your first order.

It is possible as long as the order has not been shipped. Please contact us, and we will send you an invoice for the shipping difference.

The following payment methods are available:
Shop Pay
　Cards:
　-Visa
　-Master Card
　-American Express
　-JCB
　Wallets:
　-Apple Pay
　-Google Pay
　Local payment methods:
　-Bancontact(Belguim)
　-iDeal(Netherlands)
Paypal

Note: Discover and Diners Club cards cannot be used with Shop Pay. However, they may be accepted through PayPal, so please try using PayPal.

Yes, it is available.

No, you cannot.

If shipped via Japan Post, it will be handled in cooperation with the postal service of the destination country. You can find links to each country's postal service on the following page:
https://www.post.japanpost.jp/int/ems/delivery/link_en.html

We will ship within 3 business days. Saturdays, Sundays, and Japanese public holidays are not considered business days. Please check our business day calendar on Instagram for details.

You can check the available shipping countries and shipping fees on the cart page under 'Estimate Shipping' after adding items to your cart. If your country is not listed, shipping is not available. If your country is listed, the shipping fee will be displayed.

You can check the shipping fees on the cart page under 'Estimate Shipping' after adding items to your cart. If your country is not listed, shipping is not available.

Please refer to My Orders from the My Account link in the header of the webpage.

If the package was just shipped, it may take about a day for the tracking information to be registered. Please check again the next day.

When selecting a shipping method at checkout, the estimated delivery time is provided as a reference. However, please note that actual delivery times may vary depending on seasonal factors and the postal conditions in each country. Use this estimate as a general guideline.

For Expedited Shipping, we generally use either Japan Post EMS or FedEx, whichever is more cost-effective. Therefore, carrier selection is not available. Please understand that we charge only a fixed shipping fee.
For reference, Economy Shipping is handled by Japan Post.

Yes, all shipments include a tracking number, which remains the same even after leaving Japan. However, in some countries, such as Australia, tracking updates may not be available after the package departs from Japan. In such cases, please contact your local postal service for further tracking information.

After the package has been left from Japan, please first contact your local postal service or the carrier for further information. If the issue remains unresolved, please reach out to us, and we will request an investigation from the shipping carrier.

The transit route of a package depends on the flight it is loaded onto, which may result in different transit countries and varying delivery speeds. As a result, it is possible for a later shipment to arrive before an earlier one.

If you would like the package to be reshipped, it is possible upon payment of the shipping fee again. If you prefer a refund, we can refund only the product cost, excluding the shipping fee. In either case, we will proceed once the package has been returned to us and its contents have been verified.

Please send us a photo first. After reviewing the situation, we will discuss the appropriate resolution with you.

Returns are accepted within 30 days of delivery. However, the return shipping cost will be the customer's responsibility unless there is a defect on our part. Once the returned item arrives at our location, we will issue a refund for the product cost.

You will need to create a new account. Points can be transferred manually, so please contact us.

Due to processing times on your bank's side, it may take a few days for the refund to appear. If you still have not received it after some time, please contact us again.

You can check our business days on Instagram.
https://www.instagram.com/kobeejapan.sf/