Ordering Policy

Points to Bear in Mind Before Ordering

Before placing an order please ensure that you familiarise yourself with our policies and the flow of our orders.

If you are unsure about anything or have a question about a specific item, you can contact each store directly using the inquiry form.

All sales are final. We do not accept requests for order cancellations or requests for items to be removed from orders. Customers with too many cancellations and unpaid orders may be permanently suspended from shopping with us. This block also includes related accounts such as those with the same address etc.
See Also: Cancellations and Returns

AOL and Outlook-based webmail services (MSN, Hotmail, Outlook) frequently mark emails from the 'mandarake.co.jp' domain as spam, with messages blocked and not even reaching spam folders. As such we recommend using other email providers for your Mandarake account.

With the exception of items at our Sahra warehouse, items available on the online store are also available in our physical stores. As our staff have to manually confirm that items are still available, such you cannot pay for your order straight away. Once items have been confirmed as available, the shipping cost is assessed and an invoice is sent to you. Items that have already sold out and will not be included in the order will be shown in the invoice email. If all items are sold out the order will be cancelled (this cancellation does not count towards account suspensions).
Confirming the availability of items usually takes up to 3-5 days, but can take longer for larger orders or orders that have items from different departments.
Orders at our Sahra warehouse generally do not require checking and you can make your payment instantly. However if your order contains unusually shaped items it may require a staff member to manually calculate the shipping total.

Since the majority of our items are pre-owned there might be some slight damage or signs of use. If an item is heavily damaged or has particular defects, this will be explained on the item page.

Please be aware that in some circumstances the sample pictures shown on our web page may differ from the actual items sent.

All prices are subject to change without notice and are shown in Japanese yen. We can only accept payment in Japanese yen, with the conversion from any other currency being done by PayPal or your credit card provider.

We can only accept payment by credit card (Visa, MasterCard, JCB), PayPal or Alipay. Alipay and PayPal cannot be used for adult-rated items, and credit cards must have 3D Secure authorisation.
See Also: Payment Options

As of April 1 2017 all orders over the value of 200,000 yen will be subject to a customs export declaration. Permission must be obtained from customs to send mail with a combined value of over 200,000 yen overseas. This export declaration costs 2,800 yen and will likely increase the shipping time.
An English guide to the new procedure can be found on the Japan Post Website, as well as a guide to the fees in Japanese.

We reserve the right to cancel any order and refuse service to anyone.

Points to Bear in Mind When Ordering

The items available on the Mandarake online store come from all of our physical stores as well as our Sahra warehouse. As they go direct from the store to your door, it is not possible to combine orders from different stores. If you have items from different stores in your cart, each will go through its own checkout. Many items are also available at multiple stores, so be sure to have a look at the item page to see what other stores you can order from.

When placing an order it is important to make sure that you enter your information is entered correctly. Orders with insufficient or incorrect customer information may be cancelled without notice. Customers are responsible for any fees involved with resending orders due to insufficient or incorrect information. If items are returned to us due to non-acceptance, we will hold them for a maximum of 10 days. They will be disposed of if you do not contact us within that time.

The available shipping methods depend on the size and weight of the items as well as the country they are being shipped to.
You may have to pay import costs, customs tax, duty fees etc that are determined by your country's tax office. These fees are not included with the shipping costs and customers are responsible for paying these. Please contact your local tax office or post office for information on potential fees.
Orders from the Sahra warehouse will generally show the shipping cost straight away (with the exception of unusually shaped orders). Orders from other stores will have their shipping costs checked by our staff member after your order is placed, and an invoice sent within 3-5 days.
See Also: Shipping Options

By placing an order you are committing to follow through with the purchase, so only place an order if you are happy to buy the items. If you have too many unpaid or cancelled orders, your account and any associated accounts may be permanently suspended.
If there are key items in your cart and would like the order to be cancelled if they are out of stock, you can check the appropriate box at the check out. Orders cancelled this way will not count toward account suspensions.

Your payment is due within 5 days of the invoice being sent (items won in the Everyday Auctions have a deadline of 10 days and Big Web Auctions must be paid by the end of the month). If your payment is not received before this deadline the order may be cancelled without notice.
If you are having any issues making your payment please contact the store directly as soon as possible.

If you need to make any changes to your order information, please contact us and await a response before making your payment.
Orders cannot be changed once your payment is made as the payment starts the shipping process. Your request may not be seen until after your order has already been shipped.

Last Updated: 26 June 2019

Return to the Store

English

General Information
Mail Order
Mandarake Auctions
FAQs

Español

Compras Online
Subastas
Live Auctions

Italiano

Mail Order
Mandarake Auctions
Live Auctions

Deutsch

Mail Order
Auktionen
LIVE Auction

Pусский

Mail Order
Mandarake Auctions
Live Auctions

中文

Mail Order
Mandarake Auctions
Live Auctions

한글

Mail Order
Mandarake Auctions
Live Auctions

Português

Compras Online
Subastas
Live Auctions