Customer Service

If you have any questions about your order, please login to your account and send us a message from the form at the bottom of your order details page.

If you have questions about anything else, please send us a message from the contact us page.
We will do our best to respond as soon as we can.

Placing an order

To place an order, add items to your cart and checkout.
Important - Checkout is not possible if your order subtotal (excluding shipping cost) is below 1,000 JPY.

Paying for an order

You can pay in one of many currencies with MasterCard, Visa, American Express, Discover/Novus, Diners Club, JCB and PayPal.

Please note, if you pay with an eCheck through PayPal there will be aleast 5 days delay in your shipping as eCheck takes 3 days to clear on average.

Shipping

All orders, unless stated, will ship within 10 days of the date you placed your order on.

Delivery time 
Estimated delivery time is 1 week for Japan Post EMS Service.

Delivery time is 2 weeks for SAL Japan Post shipping.

We ship international orders once a week. The cut off day is Tuesday of each week with those orders shipping on the Friday. Tracking numbers are sent the following day.

We ship all international orders via Japan Post's Express Mail Service (EMS) from Tokyo, Japan. EMS is quick, reliable, trackable and relatively inexpensive way of shipping to most places in the world from Japan.

Domestic orders (to Japanese addresses) are shipped via Sagawa Express. Tracking for Sagawa can be found here: http://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijosearcheng.jsp

Please note, we cannot ship to PO or APO addresses as we use express services and each package requires a signiture for delivery.

Shipping costs


Shipping costs are based on the weight of all the items in your order and the EMS delivery zone your shipping address is in. Handling costs are also included. Any import taxes or duties you may be asked to pay on delivery are not included, see explanation below.

Tracking 
Shortly after your order ships we will update your order with a Japan Post EMS tracking number and notify you.  You can use your EMS tracking number to check on the delivery status of your shipment on Japan Posts EMS tracking page.

Order changes

You may ask us to change your order before it ships, but you must do so within 24 hours of ordering or there will be 5% Order Change fee added to the total of your order.

Lost shipments

Please use your EMS tracking number to check the status of your shipment. If your shipment has not arrived in your country please let us know and we will look into it. If your shipment has arrived in your county, but not at your destination address please check with your local post office, delivery within your country is the responsibility of your local post office.

Returned shipments

If your shipment is returned due to an error in the shipping address you entered, you will be required to pay the cost of shipping a second time. If the error is ours, we will ship your order again at no additional cost to you.

Import taxes and duties

Import taxes and duties are not included in the cost of your order. Payment of any taxes or duties that may be requested on delivery to your country is your responsibility. Please check what taxes and duties apply in your country to be sure.

Return and Exchange of Damaged Products 

If the product (packaging excluded) you purchased from us has a manufacturing defect or was damaged during delivery, we will replace it at no additional cost to you.
To initiate the return process you MUST notify us within 24 hours of delivery. If we think you are eligible for a return, we will ask you to return the complete product to us for inspection.

Sorry but we cannot replace a product if:
1) You fail to notify us of the fault within 24 hours of it's delivery.
2) The product you bought was not purchased at juniemoonshop.com.
3) The damage occurred after the product was delivered to you.
 
If the product you purchased is damaged due to manufacturing error, Junie Moon will help coordinate and exchange with our customers to Takara Tomy, the manufacturer of Blythe.
Takara will not replace or refund any dolls under the following circumstances:

1) If the doll was repaired, damaged or customized by the customer.
2) If the doll was stained, scratched or changed in anyway by the customer.
3) If the doll was purchased through a secondary market auction or shop. Or if it was purchased through anything other than an Official Blythe Shop.
 
If you have any general questions please send us a message from the contact us page. If you have any questions about your order please login to your account and send us a message from the form at the bottom of your order details page.

Shipping within Japan

Japanese tax fee will be added to anything shipped within Japan.

The shipping fee on this site is different from Japanese Online Shopping site.