First Time Guide
Everything you need to know to start buying authentic Japanese products with Aiyu Japan
Help guide · Sections 20 – 21
Help
Find quick answers to the most common questions or contact our support team when you need personalized assistance.
Frequently Asked Questions
Resolve the most common doubts before contacting support. Answers are grouped by categories to facilitate searching.
No. You just need to translate the store if you wish, copy the product URL link and send it from your account.
No. You can use the agent purchase service or Aiyu Japan's locker in Osaka.
Yes, as long as the store can ship within Japan and is not suspicious or risky.
Usually from minutes to approximately 3 hours.
Only after you pay the quote.
No. International shipping is calculated after the package arrives at the warehouse and is weighed or measured.
The money is returned as Aiyu Japan internal credit.
After payment, the request cannot be modified. If Aiyu Japan has already purchased the product, cancellation is not available except in exceptional cases.
You can send a photo via social media and the team will try to help find the product.
Aiyu Japan accepts Stripe, compatible cards, Apple Pay, Google Pay and bank transfer coordinated by support. PayPal, Wise and cryptocurrencies are not currently accepted.
No. Internal credits can be used for purchases and shipments, but cannot be withdrawn.
Currently no. Storage is free and with no time limit.
Yes. You can send your purchases to the warehouse using your user number. You do not need to notify in advance.
It may not be processed or may take several days to be located.
Yes. The free basic photo applies to the agent purchase service. The detailed photo costs ¥500.
Not by default. It only opens or checks a package if the customer requests a service or if there is an operational or safety need.
Yes. Consolidation is free and you can combine packages from different stores and dates.
No. Aiyu Japan always declares the real value of the product.
No. Gift declarations are not allowed.
Aiyu Japan will not ship it internationally and may offer options such as reshipping within Japan or disposing of the package.
Didn't find your answer?
If your question is not covered here, you can contact the support team directly.
Contact Support
Aiyu Japan support can guide the customer before buying, help review product questions, explain restrictions and accompany during the purchasing, storage, consolidation and international shipping process.
Official channels and hours
Official email
info@aiyujapan.com
@aiyu.japan
Aiyu Japan
Main hours
9:00 – 19:00 JST
Avg. response time
From minutes to ~3 hours
Email response
Up to ~2 days
Availability
There is no regular service on Saturdays, Sundays or Japanese holidays. The Latin American staff may attend outside Japan's main hours depending on availability.
Recommended information when contacting support
Including this information helps resolve your case faster.
When should you contact support?
You don't know if a product can be purchased or shipped.
You have questions about liquids, cosmetics, food, supplements or batteries.
You don't have a product link and need help finding it.
Your package is taking longer than expected to arrive at the warehouse.
You need to review a charge or quote.
You want to arrange a bank transfer.
You have questions about internal credits.
You want to consult options for a prohibited product sent to the locker.
You have account issues.
You need guidance on customs, restrictions or available methods.