FAQs

Shipping & Delivery

Where do you ship to?

We happily ship to the following countries: Taiwan, Malaysia, Singapore, Hong Kong, China, Thailand, Australia, and United States.

* If we are unable to ship to your region, we’re doing our best to get there soon and we appreciate your kind patience with us in the meanwhile.

** Shipping restrictions, sanctions and embargoed locations may be subject to change. To find out whether your region is included in any current shipping restrictions, please reach out to us for more information. To reach our team, please visit our contact page to submit your inquiry.

How much is shipping? How much to qualify for free shipping?

Shipping fee is based on order detail including destination country, shipping method and the weight of the package. You can use the shipping calculator on cart page by entering the destination to see the fee before checkout.

We offer free shipping promotions from time to time. Follow us or subscribe to our newsletter and never miss out on any special offers.

* Shipping fees and thresholds are subject to change without notice from time to time. Shipping fees are non-refundable on all orders.

What is the estimate for delivery?

Estimated delivery time for International Standard Shipping via Japan Post or ECMS to Hong Kong is 5 to 15 business days.

The actual delivery time may vary depending on the amount of packages in route, customs clearance process, or delivery status by the local postal service, etc.

We use various couriers depending on the destination and the type of the product and, as a result, shipping times may vary. You will receive an email from us once your order has shipped with your tracking number for each order, along with a tracking link. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, holidays, or things out of our control. Our team can be reached via our contact page with any further queries you may have.

How long does an order take to process?

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-5 business days (transit and local delivery not included). Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions. * If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. imy takes no responsibility if you are not there to receive your order.

What shipping courier do you use? Where do you ship from?

All orders are shipped from our warehouse in Japan via Japan Post or ECMS. Because we ship worldwide, the shipping couriers vary by region and are subject to change from time to time. If you have any questions, please feel free to contact us.

Do my billing and shipping addresses need to be the same?

Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.

Are there any taxes or customs fees?

You may be charged additional handling, import, or tax fees as your order passes through customs. Please note, any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. Unfortunately, we are unable to reimburse any fees incurred after an order has been fulfilled from our warehouse. Should you require any further clarification, please do not hesitate to reach out to us.

My order is stuck with customs.

When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system for a longer period. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service. Please also note that if any supplementary documents are required for inspection by the local customs, the customs will contact you directly. Please pay attention to whether a letter from the customs or related documents has arrived at the designated address. If the parcel fails to pass the inspection due to your failure to actively respond to the contact of customs, you will be solely responsible.

Do you ship with Signature Required?

All orders are shipped with a signature required. However, some local post service might dispatch the package directly into your mailbox without notification due to a smaller size of package.

My order is missing/stolen!

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbors and people who you live with. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude. Until a missing package has been returned to us or officially declared lost, we are unable to reship or refund the order. We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a "Safe Place/Leave with Neighbour/Delivered with Consignees Authority" request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.

Billing & Payment

What methods of payment do you currently accept?

We accept major credit cards including Visa, MasterCard and American Express. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal, Apple Pay, Google Pay, AliPay, WeChatPay and UnionPay.

When will my payment be processed?

Your card will be charged during checkout once your order has been placed.

What currency do you charge in?

We currently accept payment in the primary currency used in the country/region you are in when accessing our website and New Taiwan Dollars (TWD). The order amount does not include taxes and customs duties. The system will provide detailed information about these fees during checkout. Orders processed with Visa, MasterCard, AMEX, Apple Pay, Google Pay, Shop Pay, and PayPal can use the local currency for payment.

If the local/credit card currency is different from the currency used at checkout, your bank will convert the amount using the prevailing exchange rate. IMY does not charge any international financial fees. Please consult your issuing bank for any fees related to international finance.

The currency and pricing of your order are determined by the country/region you are in when you access our website and cannot be changed. Orders processed using Alipay, WeChat Pay, and UnionPay will be charged in New Taiwan Dollars (TWD).

Why am I being charged for currency conversion fee at checkout?

We are a company established and operating in Japan. All products are purchased from official channels in Japan and provided to you at the most reasonable price. The handling fee for cross-border transactions will be charged by the card issuing bank and cash flow system provider, thank you for your understanding.

Why have you charged me more than the total?

We only charge the amount calculated during checkout and displayed on your invoice. However, if you are using a prepaid card, there may be temporary holds or fees associated with card usage. Please refer to the terms and conditions of the card you are using for further details. If you are not using a prepaid card and believe you have been overcharged, please do contact us and we'll be happy to assist you.

Subscription Service

A subscription service is when you pay to have access to a product as a subscription and get billed on a recurring schedule. We offer different schedules based on product features. You can edit, skip, pause, anytime.

 

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STEP 1 – PICK YOUR ITEM (OR ITEMS!)

When browsing your favorite products, if you see a monthly subscription price below the price, it means that this product is available for subscription services.

 

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STEP 2 – CHOOSE YOUR ORDER FREQUENCY

Once you’ve made a decision on which items you want, the next step is to let us know how often you’d like your items delivered. Our subscriptions are designed for everybody and deliveries are available on a weekly, monthly or bimonthly basis.
We’ll also never charge you for your items until it’s time to process your order. Your order to be charged and packed for delivery on the same day that you place your first order according to the frequency you’ve chosen. It’s important to note that your first order will be processed for delivery on the day you set up your subscription.

 

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STEP 3 – SIT BACK AND WAIT FOR YOUR ITEMS DIRECT TO YOUR DOOR

Now that all the hard work is done you can sit back, relax and wait for your first order to show up at your door. We’ll send you a confirmation email every time an order is charged and processed as well as if there are any issues or changes to your subscription.

 

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STEP 4 – ENJOY ENDLESS FLEXIBILITY WITH YOUR ALLPRESS ACCOUNT

Our subscriptions are built to help keep your cupboard or pantry stocked with all the products you need at all times. But occasionally you might want to take a break or make some changes. This is where your imy Member Account comes in. From the account section of our website you’ll be able to manage all aspects of your subscription, from viewing your order history, to switching up your blends, delivery frequency and shipping details.
Our subscription services are all zero commitment and customers are able to cancel at any time. We just ask that you cancel at least 24 hours before your next billing cycle to ensure that these are processed on time and that your card is not charged.
And that’s all there is to it! No strict structures or fixed-term commitments, just easy, happy online shopping solutions.

 

A FEW FAQ'S ON OUR SUBSCRIPTIONS:

Can I choose the day my order will be delivered?

Unfortunately, we can’t control when your order will be delivered as shipping times can vary based on your location. 


I’ve decided I don’t want my subscription anymore. How do I cancel it?

To cancel your subscription just visit the subscription settings tab in your account. If you don’t want to give it up completely and just want a break you can also pause your subscription and reactivate when you’re ready.


I’m going on holiday and don’t want my item next week. Can I skip an order without changing my delivery frequency?

Sure! In your account, you can view all of your upcoming orders. From here you can tell us if you’d like to skip or adjust the quantity for any upcoming delivery.

My transaction was declined but my card was charged?!

If there were multiple attempts to pay for your order, you may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. Please be assured that as the transaction was declined no funds have been transferred to imy.

Order Inquiries

How to place an order?

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Can I cancel my order?

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified. Cancellations must be requested within 24 hour of the order being placed and within our service hours (Monday-Friday, 9:00 AM-6 PM JST). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and Japanese public/bank holidays.

Can I remove products from my order?

Unfortunately, once an order has been placed, we cannot make any edits or substitutions. Please contact us for a cancellation so that you could place a new order with the correct items.

Can I change my shipping address on an order that’s been placed?

Completed checkout orders cannot be edited or replaced in terms of the product content and quantity. Please contact us to cancel the order so that you can place a new order with the correct shipping address.

I placed an order on your website and never received a confirmation email.

Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam. If you haven’t received confirmation from us, please contact us and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

How do I track my order?

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email. Also, you can view your order status by logging into your member account and view your order history here. If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to us through our contact page and we will get right on that for you!

I did not receive a tracking number.

As soon as your parcel is sent out, we will send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

There’s an item missing/damaged.

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please send us an email with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible to cs@imyshopjapan.com or via Live Chat on our website. Any damaged or incorrect orders should be brought to our attention within 8 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

Return & Refund

What is your return policy?

We offers an 8-day cooling-off period. With the exception of customized proxy purchase items, all online shopping products have an 8-day cooling-off. This means that within 8 days from the day of receiving the product, you can apply for a return or refund. All products have an 8-day cooling-off.

Within 8 days from the day of product delivery, except for exceptions or non-returnable items and customized proxy purchase items, consumers can apply for a return or refund, but the shipping costs and any possible handling fees will be borne by the consumer.

Can I return products without their original boxes ackaging?

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and well packed in its original packaging.

Are shipping fees refundable?

At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.

When will I get my refund?

As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we'll send you an updated copy of your receipt that will show the refunded items.

Why is my refund less than the amount paid?

Refunds are issued in the same currency as the order was paid. However, please note that the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back may differ from what was paid. Your understanding is greatly appreciated.

Can you refund on to another card?

Your refund will only be issued to the same card used on your order. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card. If we issue the refund and the payment is declined, we will then issue your refund via PayPal, but the transaction must be declined first.

Products

Is there a warranty for electrical products?

The warranty period of electrical products is in accordance with the regulations of the original Japanese manufacturer, and it is only applicable in Japan. If you would like to use the Japanese warranty, you can send it back to Japan. The shipping fee and related maintenance costs will be paid by the you. We will assist with the communication between you and the Japanese manufacturer.

The product I want is out of stock.

We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Notify Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked! Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!

Is my product authentic or counterfeit?

The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels.

How long does an order with "Pre-order" item take to process?

Pre-ordered products usually refer to the product that we need longer time to stock up due to not yet released or the matter of production capacity or logistics factors. The processing time varies by product, please refer to the estimated shipping time on the product detail page for the specific item.

Account

I forgot my password. How can I reset it?

If you initially registered using social media, messaging apps, or your Google account, you can simply log in through the respective app you used.

If you previously created a new account on our website and wish to reset your password, please go to the member login page and click on the "Forgot Password?" link below the password input box. The system will prompt you to enter your email address. After submitting it, please check your email inbox. You will receive an email from us containing a "Reset Password" link. When you click on the "Reset Password" button, you will be directed to the password reset page. Here, you can enter and save your new password.

How do i see my order history?

Log into your customer account, then you will see "Order History” display on the top of your account page. You will see a list of your most recent orders. Click on the order number to see more information about your order.

Can I update my email address? How do I change my password?

To update your email address, first og in into your account . Once logged in you can edit your account details such as your email address, profile name, and password.

Contact

How do I get in touch with you?

Our Customer team is based in our Osaka, Japan head office with partial support available through our offices in Taiwan. The team’s service hour are Monday to Friday from 9:00 AM to 6 PM JST(excluding holidays). We have limited support available on the weekends. To reach our team, please visit our contact page to submit your inquiry or send us a message via the Chat Bubble on the bottom right corner.

When can I expect a response to my email?

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 20-36 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

Can I place an order over the phone?

For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or send us a message via the Chat Bubble on the bottom right corner.