Shops in Japan sometimes like to add a small free gift or sample to an order. Here is how those extras are handled when your order is prepared for international shipping.
๐ What Counts as Part of Your Order
Your order is made up of the items shown on the shop's product page โ the product name, the product description, and the product images. If the listing states that something comes with the item (for example, "with bonus postcard" or "set of 2"), that item is part of what you purchased and is shipped to you together with the main item.
๐ฆ Extras That Are Not Part of Your Order
When a parcel arrives at our warehouse in Japan, we check the contents against your order. If the shop has added an extra item that is not part of your order โ a free gift, a sample, a novelty, or a "buy one, get one" extra โ that item is normally removed during our inspection in Japan and is not shipped with your order. Anything removed this way is either returned to the shop or disposed of, so we are not able to send it on to you at a later date.
Printed material is not affected: paper items such as a thank-you card, a shop card, a leaflet, or a sticker are packed together with your item and shipped to you.
๐งพ Why Extras Cannot Be Forwarded
There are two reasons, and both of them protect your parcel and what you paid.
- Customs documents are created from your order. The commercial invoice attached to your parcel lists exactly the items you ordered. If the parcel contains something that is not on that document, it can be held at customs, and in some cases returned to Japan.
- International shipping charges are based on weight and size. An item that was not part of your order changes the weight and dimensions of the parcel, and therefore the shipping charge that was calculated for you at checkout.
๐ If You Would Like a Bonus Item Shipped
Please ask the shop to offer it as part of the product itself โ included in the product name and description, and visible in the first product image โ rather than as an unlisted free gift. Listed that way, it becomes part of your order, appears on the customs documents, and is shipped to you as normal.
โ ๏ธ If a free gift does not arrive
A free gift that is not shown on the product page is not part of your purchase, so no part of the amount you paid relates to it and a partial refund is not available. If the product page clearly stated that an item was included and it did not arrive, please contact us within 7 calendar days of receiving your package โ see the guide below.
๐ Related Pages
What should I do if my order arrived with missing items?
What is the shipping process? Why does my item's packaging sometimes look like it has been opened?
Can my order be gift-wrapped? (Wrapping and packaging options)