Placeholder FAQ – WAFUU JAPAN

Frequently Asked Questions

Welcome to our FAQ page, your one-stop resource for answers to commonly asked questions.

Whether you're a new customer looking to learn more about what we offer or a long-time user seeking clarification on specific topics, this page has clear and concise information about our products and services.


Your Account

To change the language and display currency, you can do so from the bottom left of the screen where language and currency change options are available.

Our operating hours are based on the Japanese calendar, from Monday to Friday, 10 AM to 7 PM (Japan Time). Please note that we are closed on Saturdays, Sundays, and public holidays.

We support various languages including Japanese, English, Chinese, French, German, and Arabic. If you have any inquiries, please contact us through the following methods:
- Email: ec+support@wafuu.com
- Chat in the bottom right corner
Customer Service Reception Hours: Monday to Friday (Japan Time). Please note we do not offer phone support to ensure precise customer service. Your queries will be answered promptly and in order.

To use WAFUU JAPAN, you need to register as a member. This is because accurate customer information is required for international shipping. We also distribute valuable coupon information, so please register as a member.

If you cannot login, the following reasons may be considered:
- There is an error in the entered email address or password
- You have forgotten your password
Please check again whether the entered email address and password are correct, including lowercase, uppercase, numbers, full-width and half-width characters.
If you have forgotten your password, please request a password reissue from the "Forgot Password" section on the login page.

If you cannot login, the following reasons may be considered:
- There is an error in the entered email address or password
- You have forgotten your password
Please check again whether the entered email address and password are correct, including lowercase, uppercase, numbers, full-width and half-width characters.
If you have forgotten your password, please request a password reissue from the "Forgot Password" section on the login page.

We can ship to over 70 countries from Japan. Please check the details from the following URL.
https://wafuu.com/pages/shipping-country
Please note that there may be cases where we cannot deliver due to changes in the situation of the country.

Details are listed on the page below. Please make sure to check before purchasing. https://wafuu.com/pages/returns-policy

The app is currently under development. Once it's released, we will notify all members, so please register for the mailing list and wait.

About the product

In our shop, we sell products that are directly purchased from manufacturers or authorized wholesalers, so all products are genuine. Please shop with confidence.

Please provide the following information about the product you are considering purchasing through the inquiry form. After confirmation, we will respond from customer support.
Product Name:
Product URL:

Due to differences in voltage and plug shapes depending on the country, please make sure to check whether you can use it before purchasing. We also have USB specification appliances and internationally usable appliances available.
※Please note that if you use a 100V product in a country with a different voltage, we cannot handle returns according to the return policy.

If you wish for a restock, you can receive a restock notification from the product detail page, so please register.

Our company deals with products from Japanese manufacturers, so they are basically described in Japanese. However, we may also have instruction manuals in English and Chinese, so please feel free to contact our customer support.

The consumption tax is not included. All products are tax-free prices.

I am very sorry for the inconvenience. If there is a product you are interested in, please include the following information and contact customer support.
Product Name:
Product URL:

Yes, we are accepting requests. Please contact customer support with the details of the desired product. Product Name:
Product URL:

About the payment

If an error is displayed on the payment screen and the purchase completion screen is not displayed, the purchase has not been completed. Please wait for a while and try again.
If the problem is not resolved, please contact customer support.

The following reasons may be why your order has not been successfully completed:

  • Poor network connection
  • The screen was closed during payment
  • System error

Since the order has not been completed, you will not be charged, so please rest assured. If you wish to purchase the product, please proceed with the purchase process again.

I'm sorry, but it is not possible to change the payment method after placing an order.

The specific timing of refunds varies depending on the payment company you use, so please contact your payment company directly.

First, please check the following, and if you cannot resolve it, please contact customer support.

  • Whether there is an error in the email address you have registered
  • Whether it has not arrived in your spam folder

About the order

The payment methods are as follows:

  • Credit card payment (VISA, MASTER, AMEX, JCB, Diners, DISCOVER)
  • PayPal payment
  • Apple Pay
  • Google Pay
  • Shopify ShopPay
  • iDEAL
  • PayPal
  • Bancontact
  • WAFUU Gift Card

    "Shipping costs are incurred separately from the product price. The heavier of the volumetric weight or the actual weight is applied, and you can check the actual shipping cost on the payment screen. The shipping cost varies depending on the logistics company you choose, so please choose the most suitable one."

    After your order, we immediately proceed with the delivery process, so cancellations and product changes after ordering are not possible.

    If it is before delivery, it is possible to change the address. After delivery, the address cannot be changed. Please understand.

    When importing goods into another country, additional charges called tariffs or import duties may apply. Tariff policies and import taxes vary greatly by country, so we cannot provide specific costs. For details, please contact the customs office in your country.

    We distribute coupons only during events. Event information is distributed through our newsletter, so please register.

    If you are unable to proceed to checkout, it may be because:
    - The weight of the items exceeds the maximum weight we can ship at once
    - The specified delivery destination is an area that WAFUU JAPAN cannot deliver to.
    If you have any questions, please contact our customer support.

    It is possible to issue it. If you wish to have an invoice, please contact customer support.

    About the delivery

    "After shipping your order, we will upload the tracking number of the designated logistics provider. Please select the tracking number from your order history and confirm from the page of the designated logistics provider.
    FedEx: https://www.fedex.com/en-us/tracking.html
    DHL: https://www.dhl.com/jp-en/home/tracking.html
    ECMS: https://ese.ecmsglobal.com/#/ecms/tracking?lang=jp&order_number=
    Japan Post: https://www.post.japanpost.jp/int/index_en.html

    If the tracking number you are checking is not reflected, please contact customer support directly.

    If the cargo information has not been updated for more than 4 days, it may be under customs inquiry. The logistics company may have contacted the recipient by phone or email, so please check. For customers who have responded to the customs inquiry, it may take 2-3 days to complete customs clearance, so please wait until the information is reflected. If you have any questions, please contact customer support.

    Please check if any of your cohabiting family members have received it, or if it is not in the delivery box or mailbox. If no one has received it, please contact customer support. We will check the package with each logistics company. Please note that it may take 2-3 days to respond.

    It may take up to 24 hours to update the delivery status. Also, due to order congestion, product shortages, weather conditions, customs and local postal congestion, there may be delays in shipping and delivery. If the delivery status has not been updated for more than a week, please contact customer support.

    It is not possible to specify the delivery date and time for international deliveries. Please make your purchase with plenty of time to spare.

    We will ship your order within 3 business days. Please note that the delivery time may be extended by a few days due to increased orders during sales or when the manufacturer is out of stock.

    The name, address, phone number, etc. of the importer are not correctly listed. The address is incorrect. It may include prohibited import items. There could be various reasons why customs clearance has not been possible. If you have any questions, please contact customer support.

    It varies depending on the destination country/region and the method of delivery. There may be a delay in the arrival of your package in the following cases:

    [Occurrence of delivery delay]
    - Customs situation in the destination country/region
    - Uncontrollable factors such as bad weather

    [Please contact us if the following situations occur]
    - The delivery status has not been updated for more than a week
    - It has been held at the local customs for more than a week.

    Due to order congestion or product shortages, shipping may be delayed, but it is often shipped within 3 days of the scheduled shipping date. If the status is not updated even after 3 business days after ordering, please contact customer support.

    "In case of delay at customs:
    - If the status has not been updated for more than a week, there is a possibility that it is being held at customs.
    If the storage period is exceeded, the package will be returned to Japan, so please contact us promptly.
    - Please check if you have received a phone call, email, or notification from customs.
    - We ask the person who placed the order to contact customs.

    In case of delay at the post office:
    - If the status has not been updated for more than a week, there is a possibility that it is being held at the post office. If the storage period is exceeded, the package will be returned to Japan, so please contact us promptly.
    - Please check if you have received an absence note from the post office.
    - We ask the person who placed the order to check with the post office.

    To protect the rights of the buyer in international logistics, we kindly ask you to do the following when receiving the goods. Please open the package on the spot at the time of delivery. Or, if there are signs of external damage or opening, please confirm the opening at your local post office with the presence of a post office staff member. In addition, please contact customer support immediately if any of the following occurs:
    1. If the package was damaged
    2. If a different item from what you purchased has arrived
    3. If part of the ordered product is missing

    You cannot purchase products with "Cash on Delivery" or "Postage on Delivery

    A Personal Customs Clearance Code is required to import goods into Korea.
    The recipient's Customs Clearance Number or passport number will be required at the time of import customs clearance.

    Customers who wish to ship goods to Korea are requested to complete the registration procedures for the receiver's information in advance.
    For details on PCCC, please refer to the Korea Customs website below.
    https://www.customs.go.kr/english/cm/cntnts/cntntsView.do?mi=10801&cntntsId=5502

    Other

    We apologize. Due to sudden changes in product inventory, discontinuation of sales, cessation of production, or discontinuation, there may be cases where we have to cancel your order. Please understand. If you want to know the reason for the cancellation, please inquire.

    There may be some available products. Please feel free to inquire.

    I apologize, but please understand that we do not offer phone support.

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