Newly opened in September 2019

FAQs

FUJI AND ME HELP CENTER

 

CONTACT:

How can I get in touch with Fuji and me?

Do you have any questions about our website, accommodation, souvenirs, or your order? You can contact us at:

We offer customer service from Monday to Friday between the hours of 9.30 am to 5.30 pm JST (Japan Local Time). Please expect a response by the next business day if you are contacting us after hours or on the weekend. (Email is Best)

We welcome any feedback, questions or comments.

   

Selling your products sounds like a good idea, who can I contact?

Please send an email to:  office@fujiandme.com

 

Are you on any Social Media?

Sure, You can follow us at:

 

facebook: @fujiandme

Instagram: @fuji.and.me

Twitter: @fujiandme

Pinterest: @fujiandme

 

Share your awesome Japanese stuff with us by tagging #fujiandme on your SM Posts!

 

 

I have a Blog/ /Magazine article/Instagram account/ Youtube Channel and I would love to hook up with Fuji and me. Who can I reach out to?

 

Its all about UNITY! Please send your thoughts to:  contact@fujiandme.com

     

Can I dropship your products?

In a nutshell, No.

 

Do you have a shop in Japan?

 

Yes! Our Tokyo Store is located at the IKIGAI ART FACTORY within BKI Preschool. (To find us on Google maps search for "bki musashino") The address is: 5-17-15 Sakai, Musashino, Tokyo 180-0022  Our Opening hours are Mon to Fri between 10am - 1pm then 3pm to 5.30 pm  We, may also be open on some Saturdays, please give us a call if you want to visit on this day.

 

(Our other facility is at the base of MT Fuji in Fujiyoshida).

 

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ORDER INFORMATION:

 

 

Can I return items that I am not satisfied with?

 

If you are not satisfied with what you received, you can return the items and request a refund, a voucher, or an exchange. Any returned items must be in the original condition you received them in. We can not reimburse shipping costs.

 

Prior to sending back any products, please send us an email telling us what you are returning and why. Any request for returns must be made within 30 days of delivery. Fuji and me is not able to pay for the cost of shipping the products back to us.

 

 

Can I swap product(s) from my order?

Products can be swapped as long as they have not been used and are in the same condition that you received them in. Just tell us about the items you would like to swap them for and then send the item(s) you received back to us (Customer is responsible for shipping costs).  After adjusting the price difference we will send you the new item you requested.

 

 

Can I have a Fuji and me customer account?

 Absolutely! Future checkouts can be made faster by having your own account which will save your payment and shipping information.

 

Can I cancel my order?

If we have not shipped your item yet, your order can be cancelled. Just send us an email to make the cancellation.

 

Please understand that if your order has already been shipped out then we can not cancel it. If the items are not wanted then you will need to return them after they have been delivered to you. (the customer is responsible for the shipping cost) and we will refund the order minus the original shipping cost.

 

My Order is a gift

If your order is a gift please let us know in the "Special Request" box in the shipping cart. We will then email the invoice directly to the buyer rather than send it with the parcel. Please understand that shipments sent as gifts may still be subject to customs fees.

 

Can I change my order?

If your order has not shipped yet you can change it. To do this please send us an email.

 

If your order has already shipped out then we can not change it. Any unwanted items can be returned (Customer is responsible for shipping cost) and extra items must be purchased as a new order.

 

 

Why haven’t I received an order confirmation?

Your order confirmation should be received a few minuets after completing your order.  If, after one hour has passed, you have not received your confirmation please send us an email to ensure that we have received your correct email address and that your order has been completed successfully.

 

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PRODUCT INFORMATION:

I want to order a sold out item-can I do this?

 

Unfortunately, no, a sold out item can not be ordered. In most cases however a sold out item may be restocked.  To be informed of this, when an item is sold out, put your email address into the window on the left side of your screen and click "Send" to receive an email as soon as the item becomes available again.

 

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SHIPPING AND TRACKING:

 

How can I track my order?

  

It is possible to track directly from your local postal service website (USPS, Canada Post, Australia Post, etc.). However please understand that these services can sometimes take up to a few weeks to update their tracking information once an order has left Japan.

 

Why hasn’t my parcel arrived yet?

 

Orders with free or economy shipping usually take 9 to 30 working days to be delivered. In some cases, although it's unusual, packages can take up to 45 days to be delivered. If, after 45 days your parcel has not been delivered, please contact us.

 

Registered/Tracked orders usually take around 9 to 20 working days after being dispatched. 

 

I can't track my package, why is this?

 

When inputting your tracking number be sure to put everything into the tracking field with NO spaces or special characters (./,- etc).

 

I haven’t received my parcel yet even though the estimated time has passed.

 

Please DO NOT include weekends into your calculations. Also, for unforeseen reasons which are outside our control, shipping delays can happen. If your delivery window has passed however and you have still not received your parcel please email us and we will track it down for you.

 

My order was confirmed but as yet I have not received my shipping notification.

 

Within 3 days of completing your order a shipment confirmation email should be sent to you. If you have not received yours please check in your "Spam" folder. If you still can not find it there please contact us and we will rectify the situation.

 

Free shipping, how can I get it?

 

We provide free shipping for orders over 119 USD to many countries.

 

When you use our free shipping offer please understand that Fuji and me

will pick the shipping method based on the size, circumstances and nature of our campaign.

 

All delivery charges are removed when you use our free shipping offer, however please be aware that it does not remove the customs and taxes associated with importing goods from abroad. It is possible therefore that you may still be billed by the carrier for such fees and handling.

 

Do you offer Express Shipping?

 

Currently we do not offer express shipping however we will certainly be looking into this as we grow.

 

 

When my item arrived it was broken. Can I get a refund or replacement?

 

In the event that any (non electrical) product is damaged during shipping we can offer a replacement or refund. Please email us a photo of the damage within 48 hours after delivery.

All our electrical products are tested before being shipped. We can not offer a refund or replacement on these items.

 

I used the Japan Post tracking page but don’t understand what "retention period" means.

This means that the package is being held at you local Post Office for your collection.

 

My parcel was sent back to Fuji and me. Do I have to pay for shipping again? 

On occasion parcels may be sent back to us. Perhaps the package was not picked up within the required post office time frame or the customer address was not correct. In any case, if you then want us to re-ship the parcel back to you after we receive it then you will need to pay the re-shipping fee. If you do not want to pay the re-shipping fee, we will refund your order (minus the original shipping fee, if applicable).

 

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PAYMENT:

 

I want to use my credit card to pay through PayPal but it wont let me.

 

PayPal will reject your credit card if any of the following apply:

 

  1. Your card limit with PayPal has been exceeded.
  2. Your card is associated with a closed PayPal Account.
  3. A red flag has been raised regarding your email address in the PayPal system.
  4. Your card is linked to a specific PayPal account, and you are not logged in to that account.
  5. Your browser is not accepting cookies. You should clear your browser of old cookies and try again.
  6. You have linked the card to a PayPal account but have not yet confirmed it.

If none of the above steps solve the problem, you need to contact PayPal directly.

 

 

 

My PayPal payment was declined

 

Check the following:

 

  1. You need to complete PayPal's card confirmation process.
  2. Your card is expired.
  3. Your bank or card provider has more information.

 

 

If the above 3 steps are not applicable please choose another payment method or contact PayPal directly.

 

Your prices are not displayed in my home currency

 

All our prices are shown in US dollars. Your payment method provider will convert this into your home currency.

 

What are your accepted payment methods?

 

We accept PayPal payments, G-Pay, Apple-Pay, Shopify-Pay and Visa, Mastercard and American Express credit cards.

 

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TAXES AND CUSTOMS:

 

Must I pay taxes and customs fees upon delivery?

 

Yes, Please understand that in all cases the responsibility is on the customer to pay for customs fees etc and to provide any documents required by customs in your country.

 

 

Can I declare my package to customs as a gift?

 

Sorry, we are not in control of shipping regulations, so orders from Fuji and me can not be claimed as a gift to customs.