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Ordering and returns


Do I have to create an account to place an order?

Creating an account to place an order is not necessary, but doing so will give you an overview of your previous orders, allow you easily initiate a return for an existing order and enable you to keep a wish list, among other things.

What payment methods do you accept?

We accept payments through iDEAL, PayPal, Visa, MasterCard, Bank Transfer, Bancontact/Mister Cash, SOFORT Banking, Belfius, Visa Electron, American Express, Maestro and Paysafecard.

Are all of the items on your website in stock?

You can check the stock level of items on their description page. Stock levels are constantly updated, but due to various circumstances beyond our control, it is sadly still possible that some items may turn out to not be available when we prepare your order. In this case, you will be consulted on your wishes to either amend or cancel your order.

How do I know if my order was successful?

You will receive a confirmation by email after you have placed your order, followed by a payment confirmation when your payment has gone through successfully. If you have created an account on our website, you can view your order there as well after you have placed it.

How long will it take for my order to arrive?

When we have prepared your package for shipping, you will receive an email with a tracking number, which you can use to track your package online. Items are usually delivered within 2-3 workdays. Due to the current corona crisis however, we ask for your understanding that some small unforeseen delays in shipping can occur.

What service will you use to ship my items?

We use PostNL shipping with online tracking through track and trace for all orders.

How much does shipping cost?

Shipping for all orders is a flat rate of €6.50, while orders above €45 qualify for free shipping. We currently only ship within the Netherlands.

Can I have my package delivered to a pickup point instead?

We are sadly unable to offer this option at the moment.

Can I pick up items I ordered online in your store in Amstelveen?

Yes this is possible. To do so, please select “In-store Pickup” from the shipping options during the ordering process. You will receive a separate confirmation email when we have gathered your order, after which you can come by the store to pick it up. Please bring some form of identification with you for verification purposes. Payment for the order will have to be handled as usual at the end of the online order process.

The address of our store in Amstelveen is:

Pika Pika Japan
Stadsplein 95
1181 ZM AMSTELVEEN

There is an issue with my order. How can I contact you?

You can contact us by sending an email to [email protected], or through our customer support page (http://www.pikapikajapan.com/us/service/). Please include your order number if you have one, so we will be able to help you more quickly.

I changed my mind and want to cancel my order. Am I allowed to do so?

If you want to cancel your order and it has not yet shipped, please contact us by sending an email to [email protected], or through our customer support page (http://www.pikapikajapan.com/us/service/). Please be aware though, that even if an order is not marked as shipped yet it might already be processed, and delays in communication can mean your cancellation might not reach us in time.

We therefore cannot guarantee that a cancellation request will always be honored, so please think carefully if you want to go through with your order before you finalize it. If we are unable to process your cancellation request in time, you are always able to return your items for a refund, but please be aware that you will have to pay for the costs of the return shipment yourself.

How long will it take before I am refunded when I successfully cancel an order?

It will usually take us about 1-2 days to process a cancellation. Depending on the payment method you used, it can then take 3 to 5 days for the refund to be credited to your account.

 

Returns and refunds


What is your return policy?

You can return your entire order or part of it within 14 days after receiving it. Please always contact us first before returning an order, as this will help us determine if there are any potential issues with the return at an early stage. If you want be able to return a product please handle it with care and only try it out to the extent that you would in a physical store, as products will need to be in a resaleable state for us to take them back.

If you have received a wrong or defective product, please refer to the section further down this page called 'What should I do if I receive a wrong or defective item?' for instructions on what steps to take.

If you have created an account on our website, you can initiate the return there. If you placed an order without creating an account, you should notify us of your desire to return (part of) your order through email or our customer support page. The various steps for both these processes are detailed in the 'The steps of the return process' section below.

After we have confirmed your request for a return, you have 14 days to return the items to us. Unless you were sent wrong or defective items you will have to pay the shipping costs for the return yourself. You should always use a service that offers online tracking of the shipment for your return. Please understand that if you fail to do so and the package gets lost in transit, we cannot refund you for the returned items.

We withhold the right not to refund (part of) your return if upon receiving it we determine it does not conform to these guidelines. In this case, please be aware that if you want us to return the item(s) to you again, you will be charged for the shipping costs to do so as well.

The steps of the return process:

For orders placed without a user account:

1. Notify us of your desire to make a return within 14 days of receiving your order by sending us an email at [email protected], or through our customer support page (http://www.pikapikajapan.com/us/service/). When doing so, please mention your order number and which item(s) you would like to return.
2. Wait for us to authorize your return request. You will receive an email when we have done so.
3. After you have received the authorization for your return, securely package the to-be-returned items and ship them through a carrier that offers online tracking. The return address is:

Pika Pika Japan
Stadsplein 95
1181 ZM AMSTELVEEN

4. After we have received your return, we will check it for any possible issues. If it meets the standards outlined in our return policy (see the previous section) your return is accepted and you will be notified of your refund by email.

For orders placed with a user account:

1. Within 14 days of receiving your order, navigate to "My orders" in your account and click on "view" next to the order you want to create a return for. Scroll down to the bottom of the page and click on "Return item(s)". You can then follow the steps there to complete your return request.
2. Wait for us to authorize your return request. You will receive an email when we have done so.
3. After you have received the authorization for your return, securely package the to-be-returned items and ship them through a carrier that offers online tracking. The return address is:

Pika Pika Japan
Stadsplein 95
1181 ZM AMSTELVEEN

4. After we have received your return, we will check it for any possible issues. If it meets the standards outlined in our return policy (see the previous section) your return is accepted and you will be notified of your refund by email.

What should I do if I receive a wrong or defective item?

If you have received a wrong or defective item, please send us an email at [email protected], or contact us through our customer support page (http://www.pikapikajapan.com/us/service/). We will consult with you on the nature of the issue and how to best solve it.

What items qualify for a return?

If you want be able to return a product please handle it with care and only try it out to the extent that you would in a physical store, as products will need to be in a resellable state for us to take them back. Please see the above section for what to do when you receive a wrong or defective product.

Can I exchange a product for another one?

There is no dedicated process for exchanging items. If you wish to exchange an item, you will have to go through the regular return process to return the product(s) you do not want to keep, while complying with our return policy. You will then have to place a separate order for the items you would like to buy instead.

If you want to exchange a wrong or defective item, please send us an email at [email protected], or contact us through our customer support page (http://www.pikapikajapan.com/us/service/). We will consult with you on the nature of the issue and how to best solve it.

How long will it take for me to receive my refund?

When we receive your return we will first have to determine if it meets our return policy guidelines. Please understand that it might take some time to process your return after we receive it. If there are no issues, we will then refund you on the card or account you made the original payment with. Depending on the policies of your bank or the issuer of your card, it could take up to 3 to 5 days for the refund to be credited to your account.

Can I return items bought online in your physical store in Amstelveen?

Yes, this is possible. Please understand that in this case your refund will be credited to the account you used to make the payment for the original order.