Please send us an email including the following information:
①Your order number ②The name used at the time of ordering
Email address: email@example.com
Customer service hours: 10am - 7pm JST (excluding Sundays)
Thank you for visiting Wunderwelt online shop.
Enchanted by Japanese Kawaii Culture and Gothic & Lolita Fashion, our shop manager founded Wunderwelt in October 2014.
As it is our wish to introduce Japanese culture to a worldwide audience, we are actively providing service to overseas customers as well.
We are continually improving our multilingual customer support, and our Wunderwelt Blog is enjoying more and more popularity as well.
Imagining the happy faces of our customers when they open their packages motivates us to always give our best.
- I would like to be contacted when new or backordered items arrive.
- I would like to know when an item is back in stock.
- I would like to preorder an item or put an item on layaway.
- How likely is it that a specific item I am looking for will come in stock?
- Can you let me know once a specific item comes in stock?
- How much is the shipping cost for my order?
- When will my order arrive?
- What are the steps from ordering to shipping?
- Can I add items to an existing order?
- Regarding scheduled deliveries
- How will my order be shipped?
- Can I have my order delivered via Letter Post or regular mail?
- Do you offer gift wrapping?
- My package has been returned due to prolonged absence.
- Do you ship abroad?
- My order has not arrived.
- Do I have to pay custom fees?
In general, order confirmation emails are sent within the next business day and answers to inquiries within two business days.
If you still have not received any email from us after the specified time has passed, please make sure to check the following, or contact us again.
★In case of free email providers such as Yahoo! Mail et cetera, our email may have been automatically sorted into a folder other than your regular inbox. Please make sure to check your spam and trash folders.
This sorting process is designed to protect you from unwanted emails, but since it is automated it often happens that emails get sorted into the spam folder by mistake.
If you are using a free email provider such as the above mentioned, please change your settings so that emails from Wunderwelt don’t get mistaken as spam.
Please check your email provider’s homepage for more information on how to change settings.
★In case of smartphone or cell phone email addresses, emails may not arrive because of your email reception settings.
Please make sure your cell phone is set to allow emails from Wunderwelt to come through.
If you still do not receive emails even after checking the aforementioned settings, please contact us via phone.
TEL: 03-6276-0809 (Wunderwelt)
Business Hours 10:00-18:00 (excluding weekends and Public Holidays)
If you have questions regarding an item, please contact us using the contact form.
Please make sure to send all inquiries regarding item condition before you place an order.
We are an online retailer and unfortunately do not have physical stores.
The office at our company address is not suited to receive customers so we cannot offer customers to visit us in person. Thank you for your understanding.
Since we do not have multiples in stock of most of our items, we cannot offer backorders or layaways.
New arrivals are displayed on our site top.
Please check https://www.wunderwelt.jp for all latest news.
Since we usually do not have multiples available, once an item is sold out it generally does not come back in stock.
Information about new arrivals can be found on our official homepage as well as on Social Networking Sites such as Facebook and Twitter.
Unfortunately we cannot offer reservations or layaways.
Please place your orders once items are in stock.
New arrivals are displayed on our site top.
Please check https://www.wunderwelt.jp for all latest news.
Any used item you are looking for may come in stock at any time. It is entirely out of our control, therefore we cannot comment on the
probability of any specific item becoming available for purchase.
We cannot contact individual customers about new stock.
We accept payment via credit card, cash-on-demand, bank transfer, PayPal, Alipay and Amazon Payments.
We ask customers to settle payment within one week after placing an order.
If payment cannot be confirmed after one week, your order will be canceled.
We only accept lump-sum credit card payments, no installments.
Customers from abroad may pay via credit card, PayPal and Alipay.
※We do not accept credit card payments from customers using Package Forwarding Services.
|Bank Transfer||Rakuten Bank Regular Account Account Number 7315282 Account Holder TANAQRO Wunderwelt|
We cannot issue receipts for orders paid for by cash-on-demand.
Instead, the delivery slip stub functions as a receipt so please make sure not to lose it.
For orders paid for by credit card or bank transfer, please request a receipt at the time of ordering.
The handling fees for cash-on-demand are as follows.
|less than JPY9,000||JPY360|
|less than JPY29,000||JPY460|
|less than JPY99,000||JPY860|
|less than JPY300,000||JPY1,260|
Domestic shipping is JPY500. (There may be additional costs for delivery to some remote islands.)
Orders over JPY5000 are eligible for free domestic shipping.
Shipping cost for international orders depends on the weight of the items and the destination. International customers will be contacted via email regarding shipping cost after they placed an order.
|Weight||Asia||Oceania, North and Middle America, Near and Middle East||Europe||South America, Africa|
What shipping options do you offer?
Please refer to our shipping guide.
Orders placed by noon on a business day will be shipped on the same day.
Delivery times vary by region, but generally orders will arrive one to two days after shipping.
※Delivery may take longer for certain regions. Thank you for your understanding.
※Delivery times for international orders vary by country.
In general, orders placed by noon will be processed on the same day.
The process from order placement to shipping varies by payment method.
Items can be added to an existing order as long as the order has not been shipped yet.
Please place a new order and leave a note regarding combined shipping in the comment section, or contact us via the contact form.
Please note that if your previous order has already been shipped, your additional items will be processed as a new orders and shipping cost will have to be paid separately.
Domestic orders can be scheduled for delivery on a specific date and time.
Please choose from the following time slots.
For orders placed during a weekday, please choose a delivery date no sooner than four days after the order date.
For orders placed on weekends and Public Holidays or after noon on a weekday, please choose a delivery date no sooner than four days after the next business day.
You cannot schedule an order to be delivered later than a week after the earliest possible delivery date.
Please note that delivery of your order may be delayed in case of bad weather or other trouble during shipping. Thank you for your understanding.
※In general, orders placed on a business day will be shipped on the same day if payment can be confirmed until noon.
For the fastest possible shipping, please place your order without scheduling a delivery date.
Please refer to the item page for an estimated delivery date.
In case of payment by bank transfer, depending on the payment date we may be unable to deliver on your desired date.
Furthermore, depending on delivery conditions, the delivery date may not be as desired. Thank you for your understanding.
Domestic orders: via Sagawa Express
International orders: via EMS
■Pickup at a Sagawa Express office (domestic orders only)
If you would like your order to be delivered to a Sagawa Express office for pickup, please enter the address of the office as your shipping address and enter "Pickup at Sagawa Express" into the comment section. Pickup at locations other than Sagawa Express offices is not available.
We currently do not offer delivery via the above methods.
We currently do not offer gift wrapping. Thank you for your understanding
In general, domestic orders must be picked up within seven days from the shipment date.
In case you are not at home at the time of delivery, the delivery company will leave a note.
Please make sure to arrange re-delivery at a convenient time within the aforementioned time frame.
Your order will automatically be returned to us under the following conditions:
-If you do not contact the delivery company
-If your address cannot be found
-If you do not pick up your order for any other reason (this also applies to orders paid for by credit card)
Orders that are returned to us will be processed according to our own judgement.
If unavoidable circumstances prevented you from receiving your order, please contact us as soon as possible via the contact form to arrange reshipment.
※Depending on the circumstances we may refuse reshipment of your order.
※We cannot accept requests for reshipment after an order has been returned, so please make sure to contact us before the package arrives at our office.
※Reshipments are not eligible for scheduled delivery.
If refusal of packages and reshipments keep happening, we reserve the right to decline future orders (including orders that are placed already but not yet shipped) or otherwise restrict the use of our service.
Please make sure to pick up all orders.
In case there is a need for confirmation regarding payment or shipping, your order may have been put on hold.
Please make sure you have not received an email from us.
Orders with a specific delivery time may be late due to traffic or other circumstances.
If your order has not arrived within five days after it has been shipped, please contact us via email or phone. Thank you for your cooperation.
Custom fees depend on your country’s rules and regulation. All custom fees must be paid by the customer.
※We are required by law to declare all orders correctly at their full value. We cannot mark down packages.
Under certain circumstances orders can be canceled as long as they have not been shipped yet.
Customers wishing to cancel their order should contact us as soon as possible via phone or email.
We cannot accept order cancellations after orders have been shipped. Thank you for your understanding.
Since most of our items are second-hand, we generally do not accept returns.
In case of an item ordered by mistake, an inadequacy on our part or if a fake or otherwise irregular item has been delivered, please make sure to contact us within three days for a return.
In this case we will bear the return shipping cost and any necessary fees.
Online retailers are not required to offer a cooling-off period.
Under certain circumstances defined by law, the cooling-off system allows cancellation of a contract if the customer was pushed into signing said contract, for example by door-to-door or phone sales representatives.
Online shopping allows customers to place orders at their own convenience, so no cooling-off period is required.
We will not disclose personal information to third parties unless it is with the customer’s consent. (Excluding cases where we are required to do so by law.)
Outsourcing shipping et cetera as part of doing transactions with customers is not considered disclosure of personal information to third parties.