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customer support
If you have any questions or concerns, please contact us from the contact page.
Service hours: Weekdays 10:00 - 17:00 (JapanStandard Time / JST) *Excluding Saturdays, Sundays, and holidays
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Flow from order to delivery
We will guide you through the process from confirmation of your order to shipping and delivery.
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Delivery supported countries/regions screen
You can check the countries and regions that are currently available for delivery. Shipping methods and products that can be delivered may differ depending on the country/region.
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Regarding cancellations, returns, and refunds
You can check whether you can cancel your order or not, and the conditions for returns and refunds. Please be sure to check before purchasing.
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Frequently asked questions
About delivery
Q. How long will it take to receive the product after ordering?
Q. How long will it take to receive the product after ordering?
A. Usually within [3-10 business days] after confirming your order.JapanWe will ship the product from. Once shipped, it will take approximately 5 to 14 business days to reach the destination country.
Q. Can I specify the delivery date and time?
Q. Can I specify the delivery date and time?
A. I'm sorry. Due to the nature of international shipping, we are unable to specify exact delivery dates and days of the week.
Q. Are there any areas where delivery is not possible?
Q. Are there any areas where delivery is not possible?
A. Countries and regions where delivery is possible are listed on the "List of countries and regions where delivery is available" page. We do not accept deliveries to countries/regions not listed.
Please note that even if delivery is possible to countries/regions, delivery may not be possible due to international shipping carrier regulations, such as conflict areas, areas subject to international sanctions, post office boxes (PO boxes), military bases, some remote islands/remote areas, etc.
Q. How can I check the delivery status of my package?
Q. How can I check the delivery status of my package?
A. You can check the delivery status from the tracking number and tracking URL provided in the email sent after shipping is completed.
It may take 1-3 business days from the shipping notification until it is reflected in the tracking system. If it is not reflected, please wait a few days and check again.
Q. My package has not arrived even after the scheduled number of days.
Q. My package has not arrived even after the scheduled number of days.
A. International shipments may arrive earlier or later due to various force majeure factors such as the inspection situation at the local customs, bad weather, or reduced number of flights. First, check the delivery status using the tracking number provided in the shipping completion email. If you have any questions, please contact the relevant delivery company or our customer support (ec-support@payke.co.jp).
Q. How much does shipping cost?
Q. How much does shipping cost?
A. Shipping charges will be automatically calculated and displayed when you enter the shipping address during the order process.
You can check the product price before confirming your order.
Q. What is the shipping method?
Q. What is the shipping method?
A. We basically deliver by EMS.
For countries and regions where EMS is not available, we will deliver by UPS or FedEx.
Q. Can I ship products with short expiration dates, products that require refrigeration or freezing, fresh sweets, etc.?
Q. Can I ship products with short expiration dates, products that require refrigeration or freezing, fresh sweets, etc.?
A. Products with short expiration dates, products that require refrigeration or freezing, and fresh sweets cannot be shipped overseas.
Please consider products that will last for a long time at room temperature.
Q. What happens if my package is returned due to incorrect delivery address or long-term absence?
Q. What happens if my package is returned due to incorrect delivery address or long-term absence?
A. The package may be delivered due to incorrect address or long-term absence.JapanIf the item is returned to us, we will either reship it or refund you.
If you wish to reship, please pay new international shipping charges. If you wish to receive a refund, we will not be responsible for the international shipping costs incurred in returning the item.JapanWe will refund the amount minus the actual costs such as import duties.
Please make sure your shipping address is correct before placing your order. Please check our shipping policy for more information.
Q. What should I do if the product arrives damaged or not delivered (lost)?
Q. What should I do if the product arrives damaged or not delivered (lost)?
A. If you suspect that the item was damaged or lost during shipping, please contact customer support (ec-support@payke.co.jp).
If the product arrives damaged, please contact us within 7 days of receiving the product, including the outer box, shipping label, and photos showing the condition of the product.
If you have not received your package, please check the tracking number and delivery status and contact us. We will provide you with information based on the results of our survey of delivery companies. Please see our shipping policy for more information.
About customs duties and taxes
Q. Are there any customs duties or import consumption taxes?
Q. Are there any customs duties or import consumption taxes?
A. Yes, it may occur. Product prices and shipping charges on this site do not include customs duties, import consumption taxes, or customs fees imposed in your country of residence. If the product is taxed at the discretion of the local customs upon arrival, all such costs will be borne by the recipient (customer).
Q. Can I refuse to pay customs duty and return the product?
Q. Can I refuse to pay customs duty and return the product?
A. No, we do not accept requests to decline receipt or return goods due to refusal to pay customs duties. Please note that in the unlikely event that payment is refused and the product is returned to us or disposed of at local customs, we will not be able to refund the product price or shipping charges.
Q. Can my package be opened at customs?
Q. Can my package be opened at customs?
A. Yes, depending on the legal authority of customs officials in each country, packages may be opened and inspected to confirm the contents during the import procedure. Thank you for your understanding.
Q. If the product is not allowed to be imported at customs and is confiscated or disposed of, will I receive a refund?
Q. If the product is not allowed to be imported at customs and is confiscated or disposed of, will I receive a refund?
A. If a product is deemed unimportable by customs and is confiscated, disposed of, or returned, the product price, shipping fee, customs duty, etc. will not be refunded.
Before placing your order, please check with the customs office or other relevant authorities regarding the import regulations and customs clearance conditions of the destination country/region.
Please check our shipping policy for more information.
About returns, exchanges, and cancellations
Q. Can I change or cancel my order after it is confirmed?
Q. Can I change or cancel my order after it is confirmed?
A. Order details cannot be changed after the order is completed. If you wish to change the details, please cancel from the order screen within 30 minutes of completing your order and place a new order.
If you wish to cancel after 30 minutes before shipping, please contact customer support (ec-support@payke.co.jp). Depending on the arrangement status of the product, cancellation may not be possible.
You cannot cancel your order once it has been shipped. Please see our return and refund policy for more information.
Q. If the size does not fit or is different from the image, can I return it?
Q. If the size does not fit or is different from the image, can I return it?
A. Due to the nature of international shipping, as a general rule, we do not accept returns or exchanges due to the customer's convenience.
Q. What should I do if I receive a defective item or a different item than I ordered?
Q. What should I do if I receive a defective item or a different item than I ordered?
A. We apologize for the inconvenience. If the product has a major initial defect or was delivered incorrectly, please be sure to contact customer support within 7 days of receiving the product.
Q. Can I return food and cosmetics?
Q. Can I return food and cosmetics?
A. To ensure sanitary safety, we do not accept returns of food and beverages in general, cosmetics, and jewelry such as earrings for any reason unless the product is defective.
Q. Are there any conditions regarding the condition of the product at the time of return?
Q. Are there any conditions regarding the condition of the product at the time of return?
A. Returns will only be accepted if the product has a major initial defect or if you receive a product that is different from what you ordered.
Items must be returned unused, with all tags and accessories intact, and with no major damage to the original packaging.
Please contact customer support (ec-support@payke.co.jp) within 7 days of receiving the product. Please see our return and refund policy for more information.
Q. Can I exchange the product?
Q. Can I exchange the product?
A. Products cannot be exchanged.
If the item is defective or incorrectly delivered, we will issue a refund. Please contact customer support (ec-support@payke.co.jp).
If you would like a different product, please place a new order.
Q. How and when will refunds be issued?
Q. How and when will refunds be issued?
A. Refunds will be made to the payment method used when placing the order.
Refunds for returned goods will be processed after the product has arrived at our warehouse and inspection has been completed. Refunds may take up to 10-14 business days to be reflected.
Refunds to other bank accounts or cash registered mail are not supported. Please see our return and refund policy for more information.
Q. Why is the refund amount different from the amount paid?
Q. Why is the refund amount different from the amount paid?
A. Depending on the exchange rate at the time of refund, the amount received in local currency may differ from the amount received at the time of payment.
We do not adjust or compensate for differences due to exchange rate fluctuations. Please check our shipping policy for more information.
Q. If I return a defective product, will the customs duties paid be refunded?
Q. If I return a defective product, will the customs duties paid be refunded?
A. Customs duties and import consumption taxes are paid to the customs office of the destination country/region, so we cannot refund them.
If you wish to receive a refund, please apply to the customs office of the country/region of delivery. For procedures, please contact each customs office.
About Payke points
Q. Can I use Payke points?
Q. Can I use Payke points?
A. 10 points can be used as equivalent to 1 yen. Please enter the number of points you would like to use on the Checkout screen to apply the discount.
Q. The number of Payke points I entered and the number of points actually deducted were different.
Q. The number of Payke points I entered and the number of points actually deducted were different.
A. When used in conjunction with other coupons, the applied Payke Points discount amount may be less than the amount entered. In this case, only the Payke Points equivalent to the applied discount will be consumed.
Q. When will Payke points be awarded after purchase?
Q. When will Payke points be awarded after purchase?
A. It will be given when the product is shipped.
Q. There was a difference between the planned points awarded and the actual number of points awarded.
Q. There was a difference between the planned points awarded and the actual number of points awarded.
A. The number of points awarded is calculated based on the product price. Therefore, differences may occur due to exchange rates, etc.
Q. What happens to my points if I cancel or return an order using Payke points?
Q. What happens to my points if I cancel or return an order using Payke points?
A. Payke points used for canceled or returned orders will be returned to your account.
If you return only some items, the points used for the returned items will be refunded.
Points awarded for that order will be cancelled. For more information, please check "About the point system".
Q. Do Payke points have an expiration date?
Q. Do Payke points have an expiration date?
A. Payke Points are valid for one year from the last date they were used or awarded.
Points that have passed their expiration date will automatically expire.
About your account
Q. I have already registered with the Payke app, do I need to register a new account with Payke Express?
Q. I have already registered with the Payke app, do I need to register a new account with Payke Express?
A. There is no need to register a new account.
You can use Payke Express directly with your Payke app account.
Q. I forgot my password.
Q. I forgot my password.
A. You can reset your password from the login screen of the Payke app.
Select "Click here if you have forgotten your password" and enter your registered email address. Please follow the instructions in the email you received to reset your password.
Q. Do I need to take any steps if I change my email address or change my model?
Q. Do I need to take any steps if I change my email address or change my model?
A. If you are just changing the model, no special procedures are required. You can use the same account by logging into the Payke app on your new device.
You can change your email address from the Payke app.
If you are logged in using Apple Sign-in/Google Sign-in, you cannot change your email address from the Payke app.
Q. Please tell me how to cancel my membership.
Q. Please tell me how to cancel my membership.
A. You can cancel your membership through the Payke app.
Once you cancel your membership, your points and purchase history cannot be restored. Please check the contents before canceling.
Q. Can I use coupons?
Q. Can I use coupons?
A. Coupons can be used by entering them in the coupon code input field on the order procedure screen. Please confirm that your discount has been applied before confirming your order.
Target products, terms of use, and expiration dates vary for each coupon. For more information, please check the information for each coupon.
About payment
Q. What payment methods do you accept?
Q. What payment methods do you accept?
A. You can use various payment methods (credit card, etc.) displayed on the payment screen (checkout screen).
Q. Why is the amount debited from my credit card slightly different from the price on the website?
Q. Why is the amount debited from my credit card slightly different from the price on the website?
A. The basic price of the products on this site isJapanIt is set in Yen (JPY) or the designated base currency. The actual payment amount in your local currency is determined by the current exchange rate applied by your credit card company, so there may be a difference in the amount at the time of purchase and payment due to exchange rate fluctuations.
About email/notifications
Q. I haven't received any emails (shipping completion notifications, etc.).
Q. I haven't received any emails (shipping completion notifications, etc.).
A. If you cannot find the email from Payke Express, please check your "spam" folder or "trash" first.
If you still cannot find it, please contact customer support (ec-support@payke.co.jp) with your order number and registered email address.
Regarding orders to Korea
Q.What is "PCCC (Personal Customs Clearance Unique Code)"? Why is it necessary?
Q.What is "PCCC (Personal Customs Clearance Unique Code)"? Why is it necessary?
A. It is a 13-digit personal identification code starting with P, which is required when importing products to South Korea. From January 1, 2025, customs clearance rules will be tightened, and even foreign nationals will no longer be able to use their passport number for customs clearance procedures, and entry of PCCC will become completely mandatory.
Q. How can I obtain PCCC?
Q. How can I obtain PCCC?
A. You will need to complete the acquisition procedures yourself through the official website of the Korean Customs Service (Uni Pass), etc. If you have not yet obtained it, please register in advance and enter it on the order screen.
Regarding orders for Taiwan
Q. Is it necessary to register for “EZ WAY”?
Q. Is it necessary to register for “EZ WAY”?
A. In principle, it is necessary. For cross-border e-commerce (online purchases of foreign products) customs clearance in Taiwan, the recipient is required to register and authenticate his or her real name through the smartphone app "EZ Way." Please register in advance for the app in order to receive it smoothly.
Q. Can I purchase cup noodles or snacks that contain meat extract?
Q. Can I purchase cup noodles or snacks that contain meat extract?
A. In order to prevent the introduction of African swine fever (ASF), etc., imports of products using land animal meat are restricted in Taiwan. Even "meat extract" contained in cup noodles and snacks may not meet quarantine standards when shipped internationally and may be subject to confiscation or disposal at the discretion of customs. Please note that in the unlikely event that your item is confiscated by customs, we will not be able to provide a refund from this site.
Q. JapanDo I need special certification such as radioactivity testing when buying food?
Q. JapanDo I need special certification such as radioactivity testing when buying food?
A. No, it is not necessary. As of November 21, 2025, by the Taiwanese authorities.JapanThe obligation to attach radioactive substance test reports and certificates of origin to produced foods has been completely abolished. Regular food products that do not contain meat ingredients can be accepted without any special certification.
Regarding orders to the United States
Q.Are there any product categories that cannot be purchased?
Q.Are there any product categories that cannot be purchased?
A. Regarding shipments to the United States, customs clearance is currently treated as commercial customs clearance, and inspections tend to be very strict.
In particular, food, pharmaceuticals, cosmetics, and metal products (stainless steel, iron products, etc.) may be subject to suspension or careful confirmation, which may take time.
Q. Can I have beauty equipment shipped to the United States?
Q. Can I have beauty equipment shipped to the United States?
A. We cannot ship beauty devices to the United States. This is because there are product categories that cannot be delivered due to import regulations and shipping restrictions in each country.
Please contact customer support (ec-support@payke.co.jp) for information about shipping to areas outside of the United States and other product categories.
