FAQ

1. Can I order items while traveling in Japan?

Yes! Our shop is designed for international travelers visiting Japan. You can place an order before or during your trip.

2. Where can you deliver my order?

We can deliver to the following locations within Japan:

Your hotel (please provide the hotel name, full address, and your contact number).
Other accommodations, such as a friend's residence (please ensure someone is available to receive the package)
Yamato Transport counter at select airports in JapanYamato Transport

Yamato Transport ( List of Baggage storage & Same-day delivery Service counters)

3. How long does shipping take?

For deliveries to Tokyo or Osaka , shipping typically takes 1 day , if there are no delays.
Please note that shipping times may vary due to regional differences or weather conditions .
We recommend placing your order as early as possible to ensure timely delivery.

4.Can I return or exchange items?

Returns are accepted before your departure , but exchanges are only possible if time allows .

Please check your items immediately upon arrival .

We are unable to process any returns or exchanges after you leave Japan .

➡ For details, please see our [Return Policy].

5.What payment methods do you accept?

We accept the following payment methods:

Credit Cards (VISA, MasterCard, AMEX, Diners Club, JCB)
PayPal

6. Is tax-free (duty-free) available?

We do not currently offer tax-free sales. All prices include Japanese consumption tax.

7. How do I contact customer support?

Feel free to contact us via our inquiry form or email. We are happy to assist you in English.

◎Email: [ info@koimall.com ]
◎Support hours: Monday–Friday, 10:00am–5:00pm (JST)

8. What if I haven't booked my hotel yet?

No problem! You can place your order once your hotel is confirmed. Just be sure to allow enough time for shipping.

9. Are English instructions included?

Most items do not include English instructions.
However, you can refer to product information on our website.
If you need assistance, please don't hesitate to contact us — we'll be happy to help.

10. Delivery Notes and Receipts

Our store does not include delivery notes or receipts with the products.
You can confirm the details of your order in the email sent after the product has been shipped.

Customers requiring a receipt may use the information provided in the email or request a separate issuance as needed.