Ordering Policy

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


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 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.



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Points to Bear in Mind Before Ordering

Order Cancellations

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 will be permanently suspended from shopping with us. This block also includes related accounts such as those with the same address etc.
  • Creating a subsequent account after your initial block is against our policy, all accounts related to a blocked account will be immediately blocked

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.

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

See Also: Cancellations and Returns

Item availability

Please keep in mind with the exception of items at our Sahra warehouse, items available on the online store are also available in our physical stores.

  • Our staff have to manually confirm that items are still available, so 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 (not all items are guaranteed to still be in stock)
  • Items that have already sold out (and therefore will not be included in the order) will be shown in the invoice email. If all items are sold out the order will be canceled (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

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.

E-mail

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.

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

Points to Bear in Mind When Ordering

Ordering

When placing an order it is important to make sure that you enter your information 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.

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

Order Combine

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.

See Also: Order Combine
Payments and Deadlines

Payment Methods

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

Prices and Fees

  • All prices are subject to change without notice
  • All prices 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.

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.

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.

Payment Deadlines

  • Your payment is due within 5 days of the invoice being sent.
  • Items won in the Everyday Auctions have a deadline of 10 days from the end of the auction
  • 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.

Last Updated: 24 May 2022

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