FAQ
Orders & Payment
We accept the following forms of payment: Major Credit Cards (Visa, Mastercard, American Express, and JCB), PayPal, Apple Pay and Google Pay.
The MiauMall settlement currency is Japanese yen, and refunds are also processed in Japanese yen. Other currencies are for reference only and will fluctuate with real-time exchange rates. Due to the different real-time exchange rates of other third-party payments, the final amount is subject to the payment method you choose.
Order may be cancelled BEFORE an order is shipped.
Orders that have been shipped cannot be cancelled. If necessary, please contact customer service as soon as possible to see if cancellation is possible.
A: Once orders are submitted, the order cannot be modified.
However, a refund and cancellation can be requested before the order is shipped, allowing you to re-do the purchase.
You can click "Cancel Order" on "Pending Payment" orders to cancel and re-purchase.
For orders that have been paid but not shipped, you can select "Apply for Refund" on the "To be Shipped" order and purchase again after the refund is completed.
B: For orders that have yet to be shipped, if it needs to be modified (such as replacement, adding an order, etc.), they may incur a corresponding unpacking fee. You can click "Online Customer Service" for consultation. However, if the order is shipped, you cannot make any product adjustments or modifications.
Due to the import and export of goods, exchange rate changes, market activities, market prices and other factors, the prices of goods sold on the platform are subject to regular changes. However, in an effort to make sure you get a fair price, we offer a Price Guarantee Policy. If you find an item at a lower, non-discounted price from a competitor, we will discount or refund the amount. However, this must be done in the following circumstances:
A: Within 72 hours of the customer placing an order (subject to the actual time of payment), if there is a price difference with the same product sold by MiauMall (the product name, color, specifications, etc. of the product must be consistent), our price insurance policy can be implemented and MiauMall can refund the price difference based on the actual price of the product.
B: The price insurance policy is only for goods purchased at the base price. Not all items are eligible (i.e. items with discounted prices from MiauMall events). The following are not eligible for our price insurance policy: discounted due to bonus points, VIP discount codes, gifts paid for at full price, prices discounted from the full amount, limited-time flash sales, and exchange rate changes.
C: If you have questions about the price of products sold on MiauMall, please contact online customer service.
No. Refunds can only be processed and issued to the original payment method. We apologize for any inconvenience.
Shipment Tracking (Shipping Policy)
MiauMall ships to the following regions using either FedEx or DHL:
Australia, New Zealand, United States, Canada, United Kingdom, Turkey, Singapore, Malaysia, Dubai, France, Germany, Italy, Spain, Austria, Ireland, Netherlands, Peru, Indonesia, Myanmar, Philippines, Hong Kong, Macau/Macao, Taiwan, Bulgaria.
Note: The courier may depend on your specific situation and region. Please consult MiauMall customer service before placing your order for more information. If you have any special requests, please make it at checkout.
For orders over a certain value threshold, you may qualify for free shipping to your country! The threshold is different based on the region, so please check below to determine your threshold.
- Australia, New Zealand: 16,000 yen
- United States and Canada: 13,500 yen
- UK, EU countries: 15,000 yen
- Other regions: 22,500 yen
Shipping fee for packages that don’t reach the minimum order amount for free shipping:
- 2,600 yen for AU, NZ
- 2,500 yen for all others
We will try to get your order to you as soon as possible, but please know that there may be delays during large events and holiday seasons (i.e. Japanese New Year's holidays, Golden Week holidays, etc.)
The shipping time (leaving the warehouse) is generally 3-5 Japanese business days* when the goods are in stock and 4-6 Japanese business days during large-scale events.
The following Special Products may take more time to process:
- Snacks: arrives in about 3-10 business days in Japan after ordering
- Contacts Lenses: arrive about 3-7 Japanese business days after ordering.
- Other Special Items: subject to availability**
*Note:
Business Days do not include Japanese holidays, which you can check via the calendar below.
**Note:
To help you enjoy the freshest Japanese products with peace of mind and to guarantee the latest expiration date, MiauMall has a zero-stock policy for some items. After you place an order, MiauMall will contact the manufacturer as soon as possible to purchase the goods. However, this may cause delays in the delivery time. We appreciate your patience and understanding in our efforts to make sure you get the freshest goods.
If you have any questions, please contact MiauMall's customer service.
FedEx: Your order should arrive in about 3~5 business days after a tracking number is generated. (5-10 business days for special periods or regions)
DHL: Your order should arrive in about 2-6 business days after a tracking number is generated. (6-8 business days for special periods or regions)
If your package is left unclaimed and returned due to errors unrelated to MiauMall, such as an error in the input of customer information at checkout (i.e., the customer's name, address, etc.) or absence from home, you will be refunded the amount of your order within three to five business days after deducting the postage costs incurred by return delivery of the package. The refund will be returned to the same payment method initially used by the customer, with the timing of the refund being subject to your payment provider.
It is normal for the logistics companies responsible for package delivery to use the following methods to deliver the package to the user's delivery address:
a. Direct-to-door delivery with a signature required for receipt without prior notification by phone (call or text);
b. Delivery to the user's apartment manager, mail room, or community mailbox parcel locker;
c. Leaving a notice asking the user to pick up the package at the designated location nearby.
d. Transfer to local third-party cooperative logistics companies
A: If your order has not been packed or shipped yet, you can modify the recipient name, address, and other information by contacting Customer Service.
B: If the order has already been shipped and you find that the address is wrong and needs to be modified, still contact Customer Service. We'll contact the courier service to get your address changed on your behalf.
Reminder: Before placing an order, check your personal information, including the delivery address, to ensure that your order can reach you quickly and smoothly.
C: If there are other problems, such as loss of express mail, it will not be included under the scope of our package compensation policy.
D: The name of the recipient must be their real name. If the name provided is incorrect and leads to a return of the package, the user shall bear responsibility for any incurred fees.
Go to [My Order] → [Shipped] → [Track Shipment], click to copy the "shipment number," and enter the relevant official website to inquire about the logistics information.
You can keep track of the logistics information and shipment status of your package on the official websites of the courier companies (DHL/FedEx/SF Express, etc.).
If the package's delivery status shows as "Delivered" (or similar), but the package has not been received, please get in touch with the MiauMall online customer service within three business days. During this process, the courier company may contact you by email or phone, so please check frequently for updates on your email or phone.
Please understand that a lost or returned package may fall outside of our package compensation policy under the following circumstances:
a. The recipient's name is incorrect, and the package cannot be delivered as the name is not registered at the property management office.
b. The parcel cannot be delivered due to an incorrect delivery address, change of address, or incomplete address.
c. The recipient did not cooperate with the logistics company or MiauMall to investigate the abnormal delivery situation of the parcel
d. MiauMall or the postal company is not contacted about the situation within the agreed period of time.
Your order will typically be dispatched within 3-7 business days, but may be delayed by various factors, such as a surge in online shopping orders, the overflow of courier company warehouses, or the instability of express delivery during holidays. These delays may also happen during event periods, especially multi-day holidays like Japanese New Year and Golden Week. In these cases, your order may experience delays of up to 5-10 Japanese business days.
To reduce the impact on everyone's shopping during these event times, we work with additional warehouse staff and actively communicate with the courier companies to process your orders faster. During this period, the delivery time of some orders may be delayed, and we apologize for any inconvenience caused to you. We will process overdue orders and may provide compensation through vouchers or balances towards your next purchase. We will also notify you by email through our customer service email if this happens.
The maximum shipping weight quota for all orders is 10 kg, and the platform has the right to charge additional shipping fees if the order package exceeds 10 kg. We also reserve the right to adjust or cancel the order if it greatly exceeds the 10 kg.
In the case of order weights* exceeding the specified 10 kg, we will charge a fee calculated at a rate of 1500 yen per 1 kg (regardless of whether the order has met the free shipping requirement).
*Order weight is calculated based on warehouse measurement data.
Due to the difficulty of delivery to remote areas, the courier company will charge additional fees for delivery to some areas. If the shipping address is in a remote area as specified by the courier company, you may be asked to pay an additional fee for remote area delivery by the courier.
Standard Fee: ¥2600 JPY (Subject to change, so please refer to the actual price charged)
According to customs clearance procedures, you may be asked to provide ID and other supporting documents if your package is inspected. In the case the package is returned due to the customer's non-cooperation, we will refund the amount of the order after deducting the cost of package return shipping and any costs incurred by the courier.
Note: Passports are only used for customs declaration and clearance. Your personal information will remain confidential.
If the customer fails to sign for the receipt of their package within the specified time due to personal reasons, the package will be returned to Japan. The customer will be responsible for paying the return shipping and handling fee. If the package is requested to be sent again, the customer shall be responsible for the courier fee and the return shipping and handling fee incurred by resending the order.
Return handling fee: ¥2000 JPY
Shipping fee: charged according to the freight/shipping cost reported by the courier.
Refunds and After-Sales Service
We have an extensive refund policy that covers returns and after-sales service as well. While we’d love to outline it here, we want to make sure we don’t leave out any crucial details. So, if you want to learn more about our refund policy, please check out our Refund Policy page specifically.
A: Merchant and third-party reasons such as:
- Quality-related problems
- Missing package or wrong delivery caused by a mistake on MiauMall’s part*
- Damage, loss and other conditions recognized by the third-party courier.
*MiauMall is not liable for package loss or return caused by an error on the user's part (such as incorrect recipient information, including address, name, telephone and email, or failure to contact the courier company or MiauMall in a timely manner). Freight charges incurred during shipment or reshipment will be borne by the party at fault.
B: Personal Reasons
We do not offer returns or refunds without a valid reason. However, in case of special circumstances, please contact MiauMall online customer service.
All beauty equipment sold by MiauMall includes the original warranty. If any quality issues arise during the warranty period, you can contact customer service to apply for a repair.
The user will bear the international courier costs if it is necessary to send the product back to the original factory.
a. However if the manufacturer finds that a manufacturing problem caused the issue, MiauMall will refund the repair and international shipping costs.
b. Be aware that if the manufacturer finds that the issue is caused by damage due to improper personal use by the user, the user will be responsible for any repair and international shipping costs.
Please test the product upon arrival of your order.
Refunds can be requested when an order has been paid for and not shipped, cancelling the order. However, some exceptions may apply.
To begin the refund process, contact us immediately to request the refund and let us know the reason for the refund, including the details and description.
Some products are not refundable after payment, such as contacts, high-priced products (i.e. beauty devices, universal links, niche personalized products, etc.), pre-orders and other products, which will have disclaimers noting they are non-refundable.
After an order has been shipped, you can still contact us for a refund through our after-sales service*.
(1) Please be prepared to provide relevant details and to upload relevant photos for proof.
If there are damages or other abnormalities with the product, you must take photos of the parcel's outer packaging and the product. For this reason, we recommend taking a photo of your package before opening it anytime an order is delivered.
(2) Contact customer service, provide any details and images of your claim, and wait for customer service to review your claim and issue a service plan.
(3) If the service plan requires the user to send back the delivered goods, please fill in the return form provided by MiauMall and send it with the parcel**. Once MiauMall has received the returned goods and checked that they are correct, we will initiate the relevant service process within 1-3 business days.
Notes:
*The window for after-sales service is a seven-day period after the parcel is signed for. This does not include customs clearance exceptions, logistical reasons, etc., resulting in the parcel's return.
**The content of the return form must include the order number, username, contact number, and the reason for return. The MiauMall customer service representative will fill in the form, so you just have to confirm the accuracy of the information.
***If the product is sent back without first contacting MiauMall customer service and the package is lost, MiauMall will not be held responsible for the loss of the parcel.
(1) In the case of the return or resending/replacement of products due to error on the user's part, the user will be responsible for the postage surcharge, and any subsequent resending/replacement postage fees.
(2) If the product is returned or re-shipped due to errors on MiauMall’s side, the courier company, or third-party force majeure, the postage and subsequent reshipping/replacement postage fees will be borne by MiauMall.
Note: When returning goods, please choose the same shipping method as MiauMall for mailing.
If you receive the package and find that the parcel box is broken or seems unnaturally unpacked, please take a picture of the package before opening it.
If you find issues such as missing pieces or damaged goods after unpacking, please take photos, keep the package box, and contact MiauMall customer service.
Some products near or past their "best before" date are sold at a special discounted price, which will be marked to indicate that they qualify for this deal. These items are not eligible for returns for reasons like the product being close to or past its best-before and/or expiry date or expired due to mailing issues.
However, if you purchased a product at its regular price but the product is close to or past its expiration date on delivery, please contact customer service, and we will process an exchange or refund for that product.
Items may be missing from your package for a variety of reasons. Items may not be received due to some unavoidable circumstances (i.e. manufacturer shutdown or product discontiuation). In this situation, before the package is sent, we’ll contact you by email, text message, telephone, etc. If all contact methods go unanswered, we will arrange the delivery of your other products first, place a small note in the box to inform you of the product's 'out of stock' status, and handle the refund of the missing product(s) in around 5-7 business days.
If an item is missing due to a packing mistake, we will make a quick investigation. If we indeed find that was a mistake on our part, we will refund you the amount.
Product
MiauMall guarantees 100% direct sourcing from Japan and 100% direct shipping from Japan.
The official MiauMall app and website are our only sources of sales. MiauMall is working on creating a physical store in Australia. However, we do not have any agents or any other physical shops and do not offer services for products not purchased through our official channels.
A: Skincare and Beauty Products
The date of manufacture and shelf life is typically not listed separately on the packaging of Japanese products.
According to Japanese regulations, the expiry date is required on the product, except for cosmetic products that are "subject to deterioration within 3 years under normal storage conditions."
B: Food
It is customary for Japanese food products to be labelled with a best-before date. The best-before date differs from the expiry date, in which the best-before date refers to the quality of the product maintained up until said date. It is safe to consume the product after the best-before date, but it is advisable to consume it as soon as possible.
Please store the food item according to the instructions written on the product packaging. MiauMall will disclose the best-before/expiry date of the product on the product details page.
A. As part of Japan's efforts to protect the environment, the packaging on most items is simple. Therefore, some items, such as face wash and toothpaste, may not have a tinfoil seal. Liquid and cream products are often not filled completely in order to prevent spillage. Also, most cosmetic products in Japan are not plastic-sealed and do not have sealing stickers on their openings.
B. When a new version of a product comes into stock, MiauMall will update or create a new version of the product page to distinguish it from the old version. However, due to constant changes and updates, the product details page may not be up to date. As a result, there may be slight differences between the product you receive and the description on the details page (including design changes in the outer packaging, barcode, bottle/container shape, etc.).
C. MiauMall's goods are manufactured and shipped directly from Japan and may not come with English labels. Please refer to our website or the product manufacturer’s official website to see product details and other related information.
MiauMall guarantees that all health food products on sale on the platform are genuine products from Japan. We only allow products that follow industry production standards, have relevant Japanese national certifications and are of safe and reliable quality.
Because most products use pure natural ingredients, the color and taste of the products may vary slightly from batch to batch.
Please refer to the ingredients label when purchasing. People with allergies to specific foods must refrain from consuming products that contain ingredients that may trigger allergic reactions.
Please consult with your doctor first if you are currently taking medication or are pregnant or breastfeeding. If you have any other questions or concerns, please get in touch with MiauMall customer support.
When using a health or health food product, please follow the instructions to ensure the correct dosage and method of administration. When storing the product, please follow the storage regulations to ensure the quality of the product after opening.
MiauMall does not make any promises regarding the effectiveness of health food products. If you experience side effects or abnormalities after consumption, immediately discontinue use of the product, consult your doctor or seek immediate medical attention.
MiauMall will not be held responsible for any issues arising due to the consumer's improper use of our products. We appreciate your understanding.
MiauMall guarantees that all pharmaceutical products on sale on the platform are genuine products from Japan. We only allow products that follow industry production standards, have relevant Japanese national certifications and are of safe and reliable quality.
In exception to quality reasons or shipping errors, pharmaceutical products cannot be returned or exchanged once the product is sold. Contact customer service if you find the product you received does not match your order.
Please refer to the ingredients label when purchasing. People with allergies to specific ingredients must refrain from consuming products that contain ingredients that may trigger allergic reactions. Please consult with your doctor first if you are currently taking medication or are pregnant or breastfeeding. If you have any other questions or concerns, please get in touch with MiauMall customer support.
When taking the pharmaceutical products, please follow the instructions for use to ensure the correct dosage and method of administration. When storing the product, please follow the storage regulations to ensure the quality of the product after opening.
MiauMall does not make any promises regarding the effectiveness of pharmaceutical products. If you experience side effects or abnormalities after consumption, immediately discontinue use of the product and, if necessary, consult your doctor or seek immediate medical attention.
MiauMall cannot be held responsible for any problems that may arise if the above is not followed correctly. Thank you!
To redeem a gift using points, go to [My Page] - [M Points] - [Points Center] - [MiauMall Gifts], and click "Redeem Now".
There is no upper limit on the amount of points you can use to redeem gifts. Gifts can be sent separately or with another order per MiauMall's postage policy.
Products may be discontinued or become unavailable, for example, if they are limited edition products or become affected by market changes. If this affects your purchase, MiauMall customer service will contact you and offer you a replacement or refund.
We apologize for any inconvenience and appreciate your understanding.
(1) Products sold on MiauMall meet the standards or technical specifications of the place of origin in terms of quality, safety, sanitation, environmental protection, and labeling, but there may be differences with local standards. Consumers bear any risk involved.
(2) Products sold on MiauMall are directly purchased from Japan and may not have labels in your local language. Consumers can check for information on the product through MiauMall or through the English websites of some manufacturers.
(3) Goods purchased through MiauMall by consumers are limited to personal use and cannot be re-sold.
Coupons
Are you experiencing issues using a coupon? Here are some possible reasons your coupon may not be useable or applicable:
a. Your coupon may be expired. Please check the coupon details to confirm its validity.
b. Some coupons can only be used when a specified order amount is reached. This total amount does not include shipping costs.
c. Your coupon is only applicable to certain product categories in your order.
d. Items in your cart are already on sale at a special price or for a promotional event and thus your coupon cannot be applied.
e. Vouchers and discount codes cannot be combined with other coupons or offers.
f. Your coupon may be for the MiauMall app and cannot be applied to the MiauMall website.
You can always apply your coupon as long as the order is not yet submitted, but if the order has already been submitted, the coupon cannot be used for that order. You’ll have to wait to use the coupon with a different order.
Account
To delete your account, go to [My Page] - [System Settings] - [Account Cancellation].
Unlike logging out, once your account is deleted, all your data and transaction records will be emptied. Please ensure all your transactions have been completed to avoid complications.
Please note: after account deletion, all historical transactions, such as returns and fund refunds, will be automatically erased. Your ID information, account information and other rights and interests will also be erased and cannot be restored.
Before you delete your account, please ensure the following:
The account is valid
There are no unconfirmed orders in the account
There is no dispute on the account
To edit your shipping address, go to [My Page] - [Delivery Address], and select or enter your default address.
To review the points rules and
details, go to [My Page] - [M Points].
We’re pleased to welcome returning MiauMall customers to our brand-new English language website.
Please note that both new and returning MiauMall customers will need to sign up for a new account to start shopping.
Returning MiauMall customers can still access their existing accounts using the MiauMall app for iOS and Android or at miaumall.cn, but user data is not transferrable and limited time promotions, coupons, points and other information may differ between the English language and Chinese language platforms.
Thank you for your understanding.
Orders
Orders will automatically be confirmed for you by our system within 30 business days of delivery without after-sales service.
MiauMall does not endorse any form of wholesale, secondary sales or other commercial practices using products purchased on our platform.
If MiauMall deems that an order does not comply with the rules of self-use, MiauMall holds the right to cancel or adjust this order. It also holds the right to disqualify the account.
Due to rapid changes in the Japanese market, items may be discontinued or unavailable for purchase. If it becomes out of stock before the order is placed, the product can be replaced with another item.
Our warehouse must inspect and open the order package when a customer asks for exchanges, additions, or returns of an order for personal reasons. You can also request an inspection of items for 1000 JPY.
In the rare case of a force majeure (such as discontinued production, factory suspension, and shipping restrictions), your order may not be able to be dispatched, and customer service will contact you as soon as possible. If there is no reply within a week, we will refund your order and payment amount. As an apology, a limited-time coupon worth 1,000 yen will be issued to you as compensation and will be valid immediately upon receipt.
Our platform sometimes offers pre-orders for certain items, mostly new releases with a limited quantity. In this case, you can order it before it releases, and we’ll get one for you and send it your way when it’s out. Here are the specific pre-order steps, instructions and rules:
Step 1: Place an Order
After the pre-order sale starts, select the item you wish to purchase, and click “Buy Now" after confirmation.
Step 2: Checkout and Pay
Go through the checkout process as normal and make the payment for your pre-order. Your pre-order will be added to your cart as a normal item, so you can purchase other active products together and the balance can be paid together as well.
At this stage, the buyer should complete checkout and make the purchase as soon as possible as these items may sell out rather quickly.
Step 3: To Be Shipped (Pending Delivery)
Once checkout is complete, we will process your order. Until the item is shipped, the status of your item will be set as “Pending Delivery”. If you order other items with the pre-order item, your items may be held so that everything ships together.
Step 4: Enjoy!
Your items will be shipped out. Be on the lookout for them. Sign for your package and enjoy your item!
Summary of FAQs
Q: If I change my mind and don't want to buy the product, can I cancel the order and apply for a refund?
Because the pre-order items are often limited edition and are quickly reserved by MiauMall for you, we will not be able to cancel or refund you the money for the item.
Q: Can I use coupons, points and other discounts for pre-sale orders?
Coupons, points and other discounts provided by MiauMall can be used during the checkout process. Be aware that the order must still meet the conditions of the specific discount.
Tax
Canada:
- Goods and Services Tax (GST) or Harmonized Sales Tax (HST) will be collected at checkout.
- Please note that this amount does not include additional provincial sales taxes applicable in British Columbia, Saskatchewan, and Quebec.
European Union:
- Value Added Tax (VAT) is collected at checkout, which varies by member state.
Other Regions:
- Please pay any sales tax promptly that may be levied by the shipping carrier upon delivery to ensure receipt of your parcel.
Duties may be levied on your order depending on your country of residence, the product ordered (based on its HS code), the value of the item, and your country's trade agreements with Japan.
Duties are collected at checkout if applicable to your purchase.
For more information, please refer to your country's tariff information.
Not what you're looking for?
Click the button below to go to the contact page or email us at service@miauboxjapan.com!