Cancellation policy

This policy explains when and how you can cancel or change an order with Ichiba Japan. In short: you can ask to cancel any order until it ships. Once it has shipped, our Refund policy applies instead.

How to request a cancellation

• Email us at [email protected]. Please write in English.
• Include your order number, and if possible write from the email address you used for your order.
• Our team works Monday to Friday, 9:00–17:00 Japan time (JST), except Japanese public holidays. We read requests within 2 business days, so please contact us as soon as possible.

Regular (in-stock) orders

• You can cancel a regular order only before it has shipped. We usually ship within 7 days of payment.
• Cancellation is not guaranteed: if your order ships before we read your request, it can no longer be cancelled.
• If your order is cancelled, we refund the amount you paid to your original payment method.

Preorders

• Preorders are paid in full at checkout, just like regular items. For an order containing preorder items, everything (all items, shipping, and any taxes and duties) is charged at checkout. There is no deposit and no later charge.
• You can cancel a preorder at any time before it ships, with no reason needed.
• Cancellation is not guaranteed: if your order ships before we read your request, it can no longer be cancelled.
• When you cancel a preorder, we refund the whole order (items, shipping, and any taxes and duties paid at checkout) as store credit valid for 12 months.
• If your preorder is delayed: the estimated shipping date on each product page is an estimate, not a guarantee, and we will email you if it changes. If it is postponed by more than 30 days from the date shown when you ordered, you can cancel and ask for a refund to your original payment method instead of store credit.
• Orders with preorder and in-stock items: the whole order ships together once every item is ready. If you cancel before then, the whole order is refunded as described above.
• Once a preorder has shipped, it can no longer be cancelled, and our Refund policy applies.

For more about how preorders work, see our Preorder policy.

Orders that have already shipped

A shipped order can no longer be cancelled, but you can still request a return within 30 days of receiving your items. Please contact us before sending anything back. Conditions, return shipping costs and refunds are explained in our Refund policy.

Changes to an order

• Before your order ships, we will do our best to accommodate requests to add or remove items, change quantities, or update the shipping address. Please email us at [email protected] with your order number, as soon as possible.
• Preorder items can only be ordered through checkout and cannot be added to an existing order. To get a preorder item, please place a new order.
• As with cancellations, changes are not guaranteed: if your order ships before we read your email, it can no longer be changed.
• Once your order has shipped, we can no longer change the address, and it is your responsibility to make sure the parcel can be delivered. Parcels returned to us are handled as described in our Shipping policy.

If your shipping cost needs to be revised

If our system miscalculated the shipping cost of your order, we will contact you. You can then choose to pay the difference in shipping, or cancel your order. See our Shipping policy.

Questions? Please contact us. We're happy to help.