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Welcome to Samurai market

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Customer Service

  • Shipping & Delivery

    We ship our products Worldwide!

    If you have questions about shipping prices to your specific country, please ask us!
    All kigurumi packages are either shipped from Japan or within the EU. Shipping origin will depend on the location of buyer and/ or availability of stock. Buyers will be notified of shipping origin after purchase is completed.Every buyer will receive a tracking number on the day their package is shipped, regardless of origin country.

    ALSO PLEASE NOTE!

    All packages being shipped from Japan need to be signed at time of delivery! No package from Japan will be left at the buyer's doorstep when a resident is not home. If you have not received your package within the excepted delivery time, please first check your tracking number; your package may be waiting to be picked up at your local post office.

    SHIPPING FROM JAPAN

    Items starting from this destination will take approximately 7 – 10 days to receive.
    (Shipping time is not guaranteed.)
    *Faster shipping service is available for an additional charge. Contact us for more information.

    SHIPPING FROM WITHIN YOUR COUNTRY

    Items starting from this destination will take approximately 3 – 7 days to receive.
    (Shipping time is not guaranteed.)
    *Faster shipping service is available for an additional charge. Contact us for more information.

  • Returns & Replacements

      • Our store will accept returns/exchanges on unused items for any reason that you are not 100% satisfied with you order. However, except in cases of a defective item, return shipping and/or reshipping must always be paid by the buyer.
      • Only the sale's price can be returned, the original shipping fee will be completely used to send your item to your address.
      • Except for buyers residing in the US or the EU, all orders must be returned to Japan! Customersresiding within the EU may return their merchandise to either Germany or France. Packages sent to any warehouse outside of Japan will incur a5 EUR/USD handling fee.
      • Please include a copy of your invoice with the shipment, as well as a detailed note indicating if you want an exchange or a refund.
      • When returning/exchanging a product, we recommend using a low cost shipping service that has a tracking number. Although a tracking number is not required, if you do not have one and your item becomes lost during shipping, we will NOT be able to issue a refund until it is successfully delivered.


    JAPAN

        Shinobiya.com Co., Ltd.
        5F, KS Building
        3-7-10, ICHIOKAMOTOMACHI, MINATO-KU,
        Osaka-Shi, Osaka-Fu
        Japan
        Postcode: 552-0002
        Telephone: 06-6585-3310

    GERMANY

        Nordic Logistics Services
        c/o Shinobiya
        Gutenbergstraße 12
        Flensburg
      Postal Code: 24941
  • Payment

    We accept 3 types of payment: Credit Card, PayPal and Amazon Payment

    Help With Credit Cards and Debit Cards
    Troubleshooting Payment Errors
    If your card is new or recently reissued, make sure it has been activated. Double check the card type (for example, American Express), the account number and expiration date. If everything above is correct, call the card issuer's customer service 800 number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase. 

    Account Verification
    Please ensure that the billing addresses on your order matches the name and address on your credit card account. Entering incorrect information may result in delays. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, we recommend that you contact your card-issuing bank to confirm. You can reach them using the 800 number on the back of your credit card. 

    Security Codes
    The card security code is a three or four digit number found on the front (for American Express) or back (for Discover, MasterCard and Visa) of your card. 

    Daily Spending Limits for Debit Cards
    Many debit and check cards have daily spending limits. Even if there is enough money in an account, your purchase may be delayed or denied if you reach this limit. If you are having trouble placing your order with us, please consult your card-issuing bank for information about your daily spending limits. 

    Still having trouble?
    Please, contact us and we'll be happy to help!

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