First Time Guide

    Everything you need to know to start buying authentic Japanese products with Aiyu Japan

    Help Guide · Sections 24 and 25

    Help Center & Support

    Find quick answers to common questions or contact us directly for personalized assistance with your quotes, packages, or shipments.

    24

    Frequently Asked Questions

    Resolve operational doubts quickly. Filter by category or search directly below.

    Didn't find what you were looking for?

    Check the next section to reach out to our support team directly via messaging or email.

    25

    Customer Support Channels

    We support you at every stage: quoting hard-to-find items, checking customs eligibility, warehouse follow-up, and shipping assistance.

    Official Channels & Hours

    Official email

    info@aiyujapan.com

    Instagram

    @aiyu.japan

    Facebook

    Aiyu Japan

    Main hours

    9:00 – 19:00 JST

    Avg. response time

    From minutes to ~3 hours

    Email response

    Up to ~2 days

    Operating Hours & Coverage

    Main operations run from 9:00 to 19:00 JST. Regular office hours exclude weekends and Japanese national holidays, though regional staff responds as available.

    Recommended Details to Prepare

    Having these details speeds up resolution:
    Account email
    User number
    Order or package number
    Product link
    Destination country
    Shipping method consulted (if applicable)

    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.

    Prefer to submit an official inquiry via our contact form?

    Open Contact Form