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Wunderwelt Online Shop - Gothic & Lolita Second-hand Clothing

Wunderwelt Online Shop
 
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I have a question regarding my order, how can I contact you?

Please send us an email including the following information:
①Your order number ②The name used at the time of ordering
Email address: info@wunderwelt.jp
Customer service hours: 10am - 7pm JST (excluding Sundays)

FAQ

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.

Regarding Order Confirmation Emails
Regarding Items
Regarding sold out items and item reservations
Regarding payment
Regarding shipping, shipping costs and gift wrapping
Regarding trouble with my order
Regarding cancellations and returns
Regarding selling my items to Wunderwelt
Privacy Policy
Regarding Order Confirmation Emails
I have not received any email after placing an order.

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 and emailing a second time, please contact us via Facebook, Twitter or phone.

TEL: 03-6276-0809 (Wunderwelt)
Customer Service Hours 10:00-18:00 (excluding weekends and public holidays)

Regarding Items
Can you tell me more about a specific item?

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, as we generally do not accept order cancellations. For older items we may not be able to provide measurements. Generally we are unable to provide any additional photos for any item.

Can I come see the items in person?

We are an online retailer and unfortunately do not have physical stores.
The address listed on our homepage only leads you to our office, which is not suited to receive visitors. We also do not keep stock there, so we cannot offer to have you visit us in person. Thank you for your understanding.

Can I order just one item out of a set?

Unfortunately we cannot split sets, for example you cannot buy just the head accessory if it is listed together with a dress, or one pair of socks out of a set of two. All items can only be ordered as they appear on the website.

Regarding sold out items and item reservations
I would like to be notified about new arrivals or previously sold out items coming back in stock.

Since most of our items are used, we generally only have one of each in stock. Once a specific item is sold out, there is no way to predict when the same item will be in stock the next time.
New arrivals are displayed on our site top.
Please check https://www.wunderwelt.jp/en or our various SNS accounts for all latest news, as we cannot contact customers individually.

I would like to know when an item is back in stock.

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.

I would like to reserve an item that may become available or put an item on hold.

Unfortunately we don't put items on hold or reserve.
Please place your orders when items are available.
New arrivals are displayed on our site top.
Please check https://www.wunderwelt.jp/en for all latest news.

How likely is it that a specific item I am looking for will come in stock?

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.

Can you let me know once a specific item comes in stock?

We cannot contact individual customers about any specific item.

Regarding payment
How can I pay for my order?

For domestic orders we accept payment via credit card, cash-on-delivery, bank transfer, PayPal, Alipay and Amazon Payments (from Amazon.jp accounts only).
In case of payment via bank transfer, 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 due to repeated credit card fraud. Customers choosing payment via credit card while using a shopping service shipping address will be refunded their credit card payment and be asked to switch to another payment method (PayPal or Alipay).

Bank Transfer Rakuten Bank Regular Account Account Number 7315282 Account Holder TANAQRO Wunderwelt
Do you accept payment plans?

We do not accept payment plans of any kind. All items must be paid for in full at the time of ordering. Payment of the shipping cost is generally expected within three days from the time of invoicing.

I would like a receipt.

We cannot issue receipts for orders paid for by cash-on-delivery.
Instead, the delivery slip stub functions as a receipt so please make sure not to lose it.
For orders paid for via other payment methods, please request a receipt at the time of ordering.

How much are the handling fees for cash-on-delivery?

The handling fees for cash-on-delivery are as follows.

less than JPY9,000 JPY360
less than JPY29,000 JPY460
less than JPY99,000 JPY860
less than JPY300,000 JPY1,260

Regarding shipping, shipping costs and gift wrapping
How much is the shipping cost for my order?

Domestic shipping is 500JPY (there may be additional costs for delivery to some remote islands.)
Orders over 5.000JPY are eligible for free domestic shipping.

Shipping cost for international orders depends on the weight of the items and the destination. You will be shown an estimate for both available shipping methods during checkout. Please note that in some cases, even though you are shown an estimate for it during checkout, ePacket shipping may not be available due to size restrictions.
International customers will be contacted via email regarding shipping cost after they placed an order. International orders over 50.000JPY are eligible for a shipping discount of 5.000JPY.

Weight Asia Oceania, North and Middle America, Near and Middle East Europe South America, Africa
〜500g ¥1,400 ¥2,000 ¥2,200 ¥2,400
~600g ¥1,540 ¥2,180 ¥2,400 ¥2,740
~700g ¥1,680 ¥2,360 ¥2,600 ¥3,080
~800g ¥1,820 ¥2,540 ¥2,800 ¥3,420
~900g ¥1,960 ¥2,720 ¥3,000 ¥3,760
~1.0kg ¥2,100 ¥2,900 ¥3,200 ¥4,100
~1.25kg ¥2,400 ¥3,300 ¥3,650 ¥4,900
~1.5kg ¥2,700 ¥3,700 ¥4,100 ¥5,700
~1.75kg ¥3,000 ¥4,100 ¥4,550 ¥6,500
~2.0kg ¥3,300 ¥4,500 ¥5,000 ¥7,300
~2.5kg ¥3,800 ¥5,200 ¥5,800 ¥8,800
~3.0kg ¥4,300 ¥5,900 ¥6,600 ¥10,300
~3.5kg ¥4,800 ¥6,600 ¥7,400 ¥11,800
~4.0kg ¥5,300 ¥7,300 ¥8,200 ¥13,300
~4.5kg ¥5,800 ¥8,000 ¥9,000 ¥14,800
~5.0kg ¥6,300 ¥8,700 ¥9,800 ¥16,300

What shipping options do you offer?
Please refer to our shipping guide.
When will my order arrive?

Domestic 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 and shipping method. We also have no influence on processing times at your country's customs office, so delivery times may vary greatly.

What are the steps from ordering to shipping?

In general, orders placed by noon will be processed on the same day or the next business day.
The process from order placement to shipping varies by payment method.

Can I add items to an existing order?

Items can be added to an existing order as long as the order has not entered the shipping process yet.
Please place a new order and leave a note regarding combined shipping in the comment section, or contact us via the contact form.
If you have already paid for shipping, you may be invoiced for additional shipping costs due to the increased weight of your package.
Please note that if your previous order has already been shipped, your additional items will be processed as a new order and shipping cost will have to be paid separately. Therefore we would recommend contacting us first to make sure your order has not yet entered the shipping process.

Can I schedule the delivery of my order?

International orders cannot be scheduled for any specific delivery date and/or time. Domestic orders can be scheduled for delivery on a specific date and time.
Please choose from the following time slots.

Before noon Noon-2pm 2pm-4pm 4pm-6pm 6pm-9pm

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.

What shipping methods do you offer?

Domestic orders: Sagawa Express
International orders: EMS or International ePacket (comparable to registered air mail)
■Regarding 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.

Can I change my chosen shipping method after I placed my international order?

Generally, you can change your shipping method even after you placed your order by contacting us via email. However, please be aware that not all shipping methods are available for all items due to size/weight restrictions. Wunderwelt staff have the final say regarding whether an item can be shipped via your desired shipping method or not.
We also cannot ship your order by any method other than EMS or International ePacket.

Can I have my order delivered via Letter Post or regular mail?

We currently do not offer delivery via the above methods.

Do you offer gift wrapping?

We currently do not offer gift wrapping. Thank you for your understanding

My package has been returned due to prolonged absence.

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.

Do you ship abroad?

Yes, we can ship worldwide.

My domestic order has not arrived.

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 domestic order has not arrived within five days after it has been shipped, please contact us via email or phone. Thank you for your cooperation.

My international order has not arrived.

Your order may not have been shipped yet. Please note that shipping costs need to be paid separately, they are not included in the item price.
Please make sure you received your shipment confirmation email, and try tracking your package via the enclosed tracking number.
Delivery times may vary due to the chosen shipping method, time of year (e.g. packages are often delayed during the end of year months due to an increased package load), your local weather conditions, customs office processing times and other factors. Please note that we have no control over your package once it leaves our hands.

Do I have to pay custom fees?

Yes, you may have to pay custom fees depending on your country’s rules and regulations as well as on how strictly packages are screened. The amount varies from country to country, so please check with your local customs office before you order. All custom fees must be paid by the customer and you cannot receive a refund for any custom fees you may be charged. If you refuse to accept the package because you can or will not pay the custom fees, you may not be welcome to place future orders.

Can you mark down my package?

We are required by law to declare all orders correctly at their full value. We cannot mark down packages under any circumstances.

Regarding trouble with my order
My order seems to have gotten lost. Can I get a refund?

If you think your package was lost during transit, please contact us via the contact form. We will make a formal inquiry with the Japanese post office, which usually takes several weeks.
We will do everything in our power to locate your missing package, but you cannot receive an immediate refund. We can refund you only if and when the post office actually deems the package lost for good and agrees to refund us. Please be aware that if you should file a PayPal claim or open a dispute with your credit card company before we hear back from the post office, you may not be welcome to place future orders.

My package has been returned to Japan even though no attempt at delivery has been made. Can you send it again?

Recently we have been seeing an increase in returned packages without delivery attempts being made. Please be aware that in such circumstances, we can only re-send the package if the shipping cost is paid a second time. If you would prefer a refund, we can only refund you the item cost but not the shipping cost.
We sincerely apologize for the inconvenience, but we would like to stress that we cannot be responsible for this kind of occurrence as the fault lies with your local post office.

We recommend keeping a close eye on your tracking information and contacting your local post office immediately if you notice any irregularities.

My package has been returned to Japan because the value exceeds the limit for imports by private persons or for other reasons. Can you send it again? (especially for customers from Mainland China)

We can only re-send the package if the shipping cost is paid a second time. Please be aware that we cannot make sure your order is within the requirements for imports by private persons and we cannot ship your order a second time for free. Making sure that your order is actually allowed to be delivered to you under your country's rules and regulations is your responsibility.

I had to pay custom fees. Can you refund the fees?

Please be aware that there is always a possibility that you may have to pay custom fees. They are your responsibility to pay and we cannot refund you either in part or in full.

Regarding cancellations and returns
Can I cancel my order?

Generally we don't accept order cancellations for any reason. Please make sure to confirm the item details, item condition and size/measurements before ordering.
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 under any circumstances after orders have been shipped. Thank you for your understanding.

Can I return or exchange my order?

Since most of our items are second-hand, we generally do not accept returns for reasons such as but not limited to:
※Item does not fit
※Item differs from expectations regarding color/item condition/other specifications

However, returns are accepted under the following circumstances:
※If the wrong item/color/size has been delivered (for new items ordered via Wunderwelt Fleur) (please note this only applies in cases where the item/color/size actually differs from what was ordered, not if the actual item turns out to be different from the customer's expectations)
※If the item has any defects (for new items ordered via Wunderwelt Fleur).
※if the item is a fake.

Please be aware that for used items, item condition is subjective and the item not being in the condition as expected generally cannot be grounds for a return (e.g. the item was ranked C but you feel it should have been marked as rank D).

Please make sure to contact us within three days from the time of delivery for a return.
In this case we will bear the return shipping cost and any necessary fees.

Do you allow customers a cooling-off period?

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 pressured 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.

Regarding selling my items to Wunderwelt
I'm not Japanese, can I still sell my items to Wunderwelt?

For legal reasons we can only buy items from persons who reside within Japan and have proof of address (i.e. those who have a Residence Card). Therefore we cannot buy from you if you are in Japan on holiday or wish to send us your items from abroad.

Foreign Residents are required to include a copy of their Residence Card with their application.

If you are having trouble navigating our Japanese-only buying page, please let us know and we will be happy to help you in English, German or Chinese.

Privacy Policy
How does Wunderwelt handle my personal information?

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.

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