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, please feel free to contact us before ordering. If you are interested in a specific item, please contact the specific store directly. You can contact each store via the inquiry form. Please ensure you mention the item code or give a link to the URL when sending the message.
If you need help with an existing order, please contact the store your order is coming from. You can do this by replying directly to any of the confirmation emails, or by using the inquiry form. Please be sure to mention your order number in the message.

Please note that all sales are final. We do not accept cancellation requests. Accounts with too many cancellations and unpaid orders may be suspended. Please note that this will also include other accounts at the same address etc.

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 branches. As such you cannot instantly pay when you place your order, as our staff must check to make sure the items are still available. Once they have been confirmed as available, the shipping cost is assessed and an invoice is sent to you. If there are some items that have sold out, they will be show 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 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 being done by PayPal or your card provider.

Please note that 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 here, as well as a guide to the fees in Japanese here.

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 please have a look at the item page to see what other stores you can order from.

When placing an order it is important to ensure 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.

The available shipping methods depend on the size and weight of the items as well as the country they are being shipped to. You can read about the some of the available shipping options here.
Please be aware that 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 being 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.

By placing an order you are committing to follow through with the purchase, so please only make a purchase 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, please 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, so your request may not be seen until after your order has already been shipped.

Payment

We accept payment via PayPal and credit card (Visa & MasterCard only). *eChecks, debit cards, American Express or any other cards will not be accepted.

All Visa and MasterCard purchases are required to pass the 3D Secure authenticity process before any payments can be completed. Please contact your credit card provider if you have not yet registered for this service. 3D Secure services are also known as:
Verified by Visa for Visa accounts
MasterCard SecureCode for MasterCard accounts

PayPal payments are not allowed for adult related materials.

An invoice with a payment link will be sent within 3 days after placing your order.
If an item from your order is not in stock, we will send you a cancellation notice for either the missing item(s) or for the full order. The payment is due WITHIN 5 DAYS from the day the first invoice was sent.

We only make your payment through the payment link attached to the invoice.
*PLEASE DO NOT SEND any payments directly to our PayPal account.
Please kindly wait until we email you the grand total of your order including shipping & handling. The grand total will be calculated in Japanese Yen.

Shipping

We usually ship our packages via EMS. However, we also offer SAL, Small Packet (Registered) and DHL.

The shipping method may vary based on the shipping address provided and the total weight of the package (including the weight of the packing material).

Please be aware that Mandarake will not be responsible for any damage or loss of uninsured shipments or undervalued packages. We recommend our customers to apply financial protection to their packages against physical damages or loss. If you wish to insure your items please write in the comment section of the order form when you place an order. Insurance availability varies depending on country, order content, and shipping method.

We do not undervalue on the customs declaration for any shipments. Undervalued packages will not be insured in any case. There might be customs duty charges when the package goes through customs in your country. We are not responsible for any duties on purchased merchandise. Please contact your local post office or customs office for further information.

As of April 1 2017, all orders over the value of 200,000 yen are 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 here, as well as a guide to the fees in Japanese here.

Last Updated: 23 October 2018

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