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FAQ

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1.I already paid the full price, but I have not received it? read more..

Mogan Shopping ships your items soon after you have paid both item and international shipping fees (payments 1 and 2). If your Mogan Shopping account balance is not sufficient to cover the shipping of your item(s), we will notify you to top up your account. If you already made the payment and also operated the manual checkout, but your item status has not been updated. Please contact our customer helpdesk.

2.Can I change my delivery address anytime? read more..

Please go to 'My Account' > 'Account Info' and enter your shipping destination address. You can specify different addresses for each item. You can change the address up to the time we contact the Japan seller. Once your items have arrived to our Japan warehouse, your delivery information cannot be changed. If you urgently need to change the delivery address at this point, please contact us as soon as possible.

3.How long does it take to get my items? read more..

Items will be sent soon after you have completed the full order cost (refer to payments 1 and 2). Once items are marked as 'International Shipping Started' within your order tracking status, you will receive your items soon. However, the duration will depend upon the country and location of your place. Please check that your country customs restrictions allow your purchased items in, you can refer to 'Restricted items'.

4.Are there any restrictions on the size and weight of packages? read more..

Although most auction items can be easily shipped to you via EMS, there are certain size and weight restrictions for each service. When shopping for items or making bid requests, please keep these limitations in mind. For more information, please refer to the 'Japan Post Office website'.

5.Can the seller send it directly from Japan to my home? read more..

Most items must first be shipped to the Mogan Shopping warehouse in Japan. This is the only way we can ensure that your item(s) were received from the seller in good condition. However, some sellers prefer to ship their sold items internationally to you directly, to your specified address within your Mogan account.

We will help you to discuss with the seller. If the seller agrees, item will be sent to your address directly without going to our warehouse. This will save some shipping fee for you. Mogan Shopping will always do the good to you.

6.Is my international shipment insured? read more..

We STRONGLY recommend you select EMS as your international shipping operator, which automatically includes package insurance for a declared amount of up to 20,000 Yen. You can purchase insurance for shipments of greater declared value for an additional cost.

For additional insurance, please refer to Mogan’s 'Insurance & Refund'.
Items shipped via other methods cannot be insured, although they can be tracked.

Please note that as stated in the 'Terms of Service' , you bear the sole risk should an uninsured package be damaged or lost.

7.Where can I track my international package? read more..

After completing your 2nd payment, and your item has reached our warehouse (5th stage of the tracking indicator) you will receive a tracking number, within ‘My Account > Order Info > Order List’: select an item and your tracking number will appear under Package Information.
You can check the status of any traceable shipment via Japan’s Post Office web site

8. What international shipping methods are available? read more..

So far for international shipping, we mainly ship by EMS, to ensure secure delivery and quality service for your valued purchase and peace of mind. We prefer not to ship by sea(depending upon the weight).

For more information, please refer to 'International Shipping Fee'

9.How do I pay for international shipping? read more..

When your items have been packed up for international shipment, we will send you a notification for the 2nd payment. A breakdown of this fee is listed in ‘My Account > Order Info > Order List > select an item > Other Fee’. However, this fee will only be shown once your items have reached our warehouse. You can pay your 2nd payment via any option into your deposit, online and anytime.

Thank you for your patience, understanding and cooperation.

10.How much will customs duties be on my items? read more..

We ship to more than 130 countries around the world, each of which has their own labyrinth of customs rules and fees, we have limited control or ability of predicting what impact customs duties apply to any specific package. We suggest that you contact customs office in your country if you have any concerns. Please remember that you will have to be responsible for any custom duties that may be applied.

11.Can you ship at a lower value and mark the item as a gift? read more..

Normally, we do not suggest customers to make such requests since EMS
compensates for the base of the item price claim.

If the item is sent directly from the seller, we will try to negotiate

with the seller directly. If the seller agrees, we can help process
your request.
If the item arrives to our warehouse first, our staff will help mark
your items and process your request.
Please note that customers are obligated to take any responsibility for
the classification of their items when arriving in your country.

12.Is the weight of my items correct? read more..

Mogan Shopping, a deputy shopping service provider, cooperates with EMS for our international shipping operator.
This shipping operator measures the weight of your purchased items and enters them manually into their log system. Regrettably, we cannot guarantee that this shipping operator will not make a mistake when entering the weight into their system. However, on very rare occasions it unfortunately happens.
If you feel the weight of your items does not meet your expectation, please do not hesitate to contact us. We will immediately investigate your case with the shipping operator depending upon the international time difference.
Please take photos of the package and inner padding in its original condition and send them to us within 7 days of receipt.

Thank you for your understanding and patience.