Terms of service

Buying Guide

Before placing and paying for your order, please read the following terms carefully. Once payment is completed, it will be deemed that you have agreed to all transaction conditions listed by SolyJapan (hereinafter referred to as “the Company”).

SolyJapan is a professional Japan proxy shopping platform committed to helping customers purchase authentic Japanese products with confidence and enjoy a genuine Japanese lifestyle experience.

1. Terms of Purchase

Order Confirmation

1. After an order is submitted, the Company will verify product details within 24 hours, including links, quantity, color, size, and other specifications.
2. Once payment is completed, the order is considered confirmed and cannot be modified, canceled, refunded, or returned for any reason.
3. If incorrect information (such as product link, color, or model) is provided by the customer, the customer shall bear all resulting consequences.

Payment Methods & Currency

 1. Accepted payment methods include Credit Card, FPS, PayMe, Bank Transfer, Octopus Wallet, Alipay HK, and WeChat Pay HK.
2. All transactions are settled in Hong Kong Dollars (HK$). Overseas customers are responsible for any exchange rate fluctuations or transaction fees.
3. Once payment is made, the purchasing process begins immediately. Unpaid quotations are for reference only and do not reserve prices or stock.

Proxy Purchasing Process

1. The Company will purchase products on behalf of customers using the official Japanese websites or brand links provided.
2. Once the goods arrive at our Japanese warehouse, they will be consolidated, repackaged, and shipped to the customer’s designated address.
3. Standard procurement and delivery from Japan take 7–14 business days (excluding holidays and customs clearance).
In the event of supplier delays, public holidays, or force majeure, dispatch times may be extended.

Out-of-Stock & Exceptions

1. If an item becomes unavailable, discontinued, or subject to purchase restrictions after payment, the Company will immediately notify the customer and refund the item amount.
2. Other items in the same order will proceed as normal. Requests to cancel the entire order due to partial stock-outs will not be accepted.
3. The Company does not offer substitute products or extensions beyond 14 days.

Prohibited or Restricted Items

1. The Company does not purchase prohibited, dangerous, counterfeit, or customs-restricted goods (e.g., batteries, pressurized gas, or certain food items requiring inspection).
2. Customers must ensure all submitted links comply with import/export and customs regulations.
 3. If an order is canceled due to customs or shipping restrictions, an administrative fee of HK$50 will be deducted before refunding the remaining balance.

Taxes & Duties

1. Japanese domestic taxes are included in product prices. Most items shipped to Hong Kong are duty-free.
2. Customers outside Hong Kong are responsible for all import duties, customs taxes, and clearance procedures at the destination.
The Company will not bear any additional charges.

2. Return & Exchange Policy

Non-Returnable Policy

1. As proxy purchases are individually sourced, no cancellations, returns, or refunds are accepted after payment — regardless of reason (including personal preference, wrong size, color difference, or product expectation).
 2. Customers must confirm product details and specifications before placing an order to avoid disputes.

Exceptional Cases

1. Exchanges are only accepted if the Company ships an incorrect item or if the product is proven defective before dispatch (not due to shipping damage).
2. Customers must report within 48 hours of receipt, providing clear photos and unopened packaging proof. Verified cases will be replaced (refunds are not offered).
 3. If a replacement is unavailable, an equivalent item or refund for that product will be arranged.

Food, Cosmetics & Electronics

1. Japanese food products often have short shelf lives (usually under 3 months). Customers should check expiry dates before ordering.
2. Cosmetics and skincare items are personal-use products; returns are not accepted for allergies, irritation, or personal intolerance.
3. For electronics, please request functionality testing when placing your order; otherwise, items will be shipped as-is and are not covered by warranty or exchange.
4. Japanese electrical products follow local voltage and plug standards. The Company is not responsible for incompatibility; customers assume full responsibility for use and safety.

3. Shipping & Delivery

Shipping Fees & Methods

1. For deliveries within Hong Kong, free shipping is offered for orders over HK$800.
For other orders, please refer to the latest rate table in the Ordering Process section.
2. Overseas shipping fees are quoted separately based on region and weight. Customers are responsible for shipping and insurance costs.
3. Available shipping methods include Japan Post EMS (2–4 business days) and ePacket Light (7–9 business days) with tracking service.

Receiving & Inspection

1. Please inspect all packages upon delivery. If damage is found, contact us within 48 hours with photos or video evidence.
2. Uncollected or abandoned parcels will be considered successfully delivered, and no refunds will be issued.

Force Majeure

The Company will not be liable for any delays or losses caused by events such as natural disasters, pandemics, customs inspection, strikes, or transportation disruptions.

4. Privacy & Data Protection

1. The Company only collects essential information (name, address, contact details, payment information) required to fulfill transactions.
2. All payment data is protected by SSL encryption, and third-party payment gateways (e.g., credit-card processors) do not store card details.
3. Customers may request access, correction, or deletion of their account information by contacting us.
4. This website uses cookies to enhance your shopping experience. You may disable cookies in your browser settings, though some functions may be limited.
5. The Company does not sell, rent, or share customer data with third parties except where required by law.

5. Frequently Asked Questions (FAQ)

Q1: Can I change the product or shipping address after payment?

No. Once payment is completed, SolyJapan immediately begins the purchasing process in Japan. Any changes could disrupt logistics, so modifications are not accepted. If the shipping address is incorrect and a reshipment is required, all additional fees will be borne by the customer.

Q2: How long will it take to receive my order?

On average, Japanese procurement and shipping take 7–14 business days. Delivery times for overseas destinations vary depending on flight schedules, customs clearance, and local postal conditions.

Q3: What should I do if my item arrives damaged?

Please contact SolyJapan Customer Support within 48 hours of receiving your parcel and provide unboxing photos or video evidence. If the product is incorrect or seriously damaged, we will verify and arrange a replacement. Minor packaging creases during transit are not considered defects.

Q4: Does SolyJapan offer international shipping?

Yes. We ship to Hong Kong, Taiwan, Singapore, Malaysia, the United Kingdom, Canada, Australia, and more. International customers are responsible for shipping fees and import duties according to local customs regulations.

Q5: Why does SolyJapan not offer refunds or cancellations?

As each purchase is individually sourced, payment immediately initiates the buying and logistics process, incurring real costs. Therefore, no cancellations, returns, or refunds can be accepted once payment is confirmed.

Q6: Do food and beauty items have an expiration or guarantee period?

Most Japanese food products have a short shelf life. SolyJapan ensures products are shipped with intact packaging but cannot guarantee long expiry dates. Cosmetic and skincare items are personal-use products and cannot be returned due to skin sensitivity or allergies.

Q7: How can I contact SolyJapan Customer Service?

You may contact us via WhatsApp, Instagram, or Facebook DM. Our team will reply within 24 business hours to assist with orders, payments, and delivery inquiries.

Q8: Is it safe to pay by credit card on SolyJapan?

Yes. SolyJapan uses secure third-party payment gateways and SSL encryption to protect all transactions. We never store credit-card numbers or personal banking data, ensuring full payment security.

Q9: Can I request an invoice or receipt from the Japanese merchant?

Yes. SolyJapan can assist in requesting electronic receipts or purchase confirmations from Japanese merchants, depending on store policy. Please indicate your request at checkout so we can include it during the proxy purchase.

Q10: What if the product color differs slightly from the website images?

This is considered normal. Product colors may appear differently due to lighting, photography, or monitor settings. All proxy-purchased products from SolyJapan follow the official Japanese specifications and cannot be returned for color or perception differences.