Terms of service

1. Our shopping proxy service

Tokyo on Demand purchases products in Japan on your behalf and ships them to the delivery address you provide.

Depending on stock availability, it may take longer to source some items. Manufacturers and suppliers may close over the New Year or during Japan’s summer Obon holidays, even when our store is open. These closures can delay sourcing. See our Shipping Calendar for seasonal shipping updates.

We may be unable to source items that have been discontinued or are out of stock for an extended period. If a product has undergone a minor update, such as a packaging change, we may send you the current version.

If we need to confirm your order details or delivery address, we will contact you at the email address you provided when ordering. Until your order arrives, please check your inbox and spam or junk folder regularly for messages from us.

2. Prices and payment

All payments are processed in Japanese yen (JPY). Prices displayed in other currencies are estimates. The amount you pay in your own currency may differ from the displayed estimate because of your card issuer’s or payment provider’s exchange rate and fees.

3. Dispatch and delivery

Our usual dispatch estimate is 5–7 Japan Post business days. Some orders ship sooner.

Certain items can take about three extra days to dispatch because of supplier ordering cutoffs. Before placing your order, please check each product page for any special dispatch timing. If your order includes an item that takes longer to source, we ship the full order together once all items are ready.

If you are staying at a hotel in Japan and need your order by a particular date, please contact us with the hotel name and your preferred delivery date. We will check whether we can arrange delivery in time.

International orders are shipped through Japan Post. Once your order ships, we will email you the tracking number and a link to track your parcel. For questions about local delivery, please contact the postal operator in the destination country or region and provide your tracking number.

See our Shipping Policy for shipping rates and available services.

4. Import duties and VAT

We do not collect import duties or import VAT at checkout. The customs authorities in the destination country or region determine whether import duties or taxes apply. You are responsible for any import duties or taxes billed to you.

5. Order changes, cancellations, returns and refunds

Once we have purchased the items for your order, we do not accept changes, cancellations, returns or refunds for a change of mind. This policy also applies to unopened items. Once an item has shipped, we cannot verify how it was handled or stored. To protect product quality, we do not resell returned items.

If you receive an incorrect, damaged or defective item, please contact us with your order number. Your rights under applicable consumer protection law continue to apply.

See our Refund Policy for details.

6. EU right of withdrawal

If you have a right of withdrawal under applicable EU consumer protection law, you can exercise it using the form below. After you submit the form, we will promptly email you an acknowledgement that includes your withdrawal declaration and the date and time we received it.

Withdraw from contract here (EU)

7. Privacy and contact

For information about how we handle personal information, see our Privacy Policy.

For questions about your order or our service, please use our contact form. If you have already placed an order, please include your order number.