Frequently asked questions

Frequently asked questions

  • About orders
    • Do you accept orders by phone or email?

      We do not accept orders by phone or email. Please place your order through the online purchase screen.

    • What should I do if I have not received the "Order completed" email?

      The "Order completed" email is automatically sent to the email address you provided when your order is received. The following are possible reasons why you have not received the email.

      • You provided an incorrect email address when placing your order
        →Your email address is displayed in the [Confirm registration information] screen on My page. Please check you have entered a correct email address. If you have entered an incorrect email address, please follow {Change email address} sign on My page and re-enter your email address.
      • Spam mail folder or email filter (sorting) settings
        →There is a possibility that our emails have been automatically sorted into the spam mail folder or other folder according to the settings of your email software, email service, or security software you are using.
        Please check your email settings and see whether the domain "tokyo2020shop.jp" is not rejected or sorted automatically.
      • Your email box is full and cannot receive emails temporarily
        →If your email address is correct but you are not receiving any emails for a certain period, including those that are not from our shop, there is a possibility that your email box is full.
        Please delete some unnecessary emails from your email box to make space for our emails. We regret that we are unable to assist you to delete emails. Please contact the email software or service providers.
    • Are there shops where I can directly buy the products from?

      Please visit the Tokyo 2020 Official Shop List from the link below.
      https://tokyo2020shop.jp/contents/official_shop

    • When can I expect the products to arrive after placing an order?

      Your order will be shipped within three business days, except for large-sized or high-value products which will take a few extra days for special packaging and handling processed.
      If you have not specified the delivery date, the products will be delivered accordingly to the delivery status.

    • Can I specify the date and time of delivery?

      If you select credit card payment or cash on delivery as the payment method, you can specify the date and time of delivery of normal products, except for large-sized or high-value products.
      (If you select bank transfer as the payment method, you cannot specify the date of delivery, but you can specify the time of delivery)

  • About payments
    • Could you please tell me about payment methods?

      You can make payment using VISA card, or cash on delivery.

    • Can I make payment by installments (including revolving payment and bonus payment)?

      We regret that we do not accept payment by installments.

    • Can I choose the payment method for a credit card payment?

      We only accept single payment.

    • I selected bank transfer. Which account should I make the payment to?

      An instruction for the bank transfer will be sent to you from an email address "kessai-navi.info@mail.kessai-navi.jp". Please note that the instruction will not be included in the Order completed email. If you are not in receipt of the email, these are the possible reasons why you have not received it.

      • You provided an incorrect email address when placing your order
        →Your email address is displayed in the [Confirm registration information] screen on My page. Please check you have entered a correct email address. If you have entered an incorrect email address, please follow {Change email address} sign on My page and re-enter your email address.
      • Spam mail folder or email filter (sorting) settings
        →There is a possibility that our emails have been automatically sorted into the spam mail folder or other folder according to the settings of your email software, email service, or security software you are using.
        Please check your email settings and see whether the domain "kessai-navi.info@mail.kessai-navi.jp" is not rejected or sorted automatically.
      • Your email box is full and cannot receive emails temporarily
        →If your email address is correct but you are not receiving any emails for a certain period, including those that are not from our shop, there is a possibility that your email box is full.
        Please delete some unnecessary emails from your email box to make space for our emails. We regret that we are unable to assist you to delete emails. Please contact the email software or service providers.
    • Can you issue a receipt?

      If you are registered as a member at the time of your purchase, please follow [Purchase history] sign and proceed to [Purchase history details] from My page after logging in and press [Issue receipt]. Once the products have been delivered, you can access and download the online receipt as many times as you like. Please check with your authorities whether downloaded and printed receipts are acceptable for expense settlement.

      If you made your purchase without registering as a member, please contact us separately through the inquiry form.

  • About the shipping fee
    • Could you please tell me about the shipping fee?

      Please refer to the "Shopping guide" for detailed information.

  • About delivery
    • How long will it take for the product to arrive after the order has been completed?

      Products that are in stock are usually shipped within three days after the order has been completed (after transaction confirmation if you selected bank transfer). There is a possibility that the shipment may be delayed by several days if there is a high volume of orders.

    • Can I group multiple orders into a single shipment?

      We kindly ask for your understanding that it is not possible to group multiple orders into a single shipment due to system restrictions. In addition, we kindly ask for your understanding that the shipping fee will be applied to each order.

    • Are overseas shipments available?

      We do not provide shipments outside of Japan.

    • Can I change the addressee?

      We accept change of addressee only by phone or email if your order is still under process inside our shop. If your order has already been handed to the shipment company, please directly contact Yamato Transport with the waybill number provided in our “shipment completed” email.

      *There is a possibility that an additional shipping fee will be incurred for the transfer. We kindly ask for your understanding that you will be responsible for the shipping fee incurred for the transfer.

    • Can you make deliveries to companies?

      Please enter your company's address, name, and department in the [Addressee] address field of the order form when placing an order. Please make sure you enter correct information in required fields as any missing information could result in delivery errors by the delivery company.

    • Do you provide gift wrapping services?

      We regret that we do not provide gift wrapping services.

    • What should I do if I have not received the "Product shipment completed" email?

      The "Product shipment completed" email is sent to the email address you provided to confirm the products have been shipped. The following are possible reasons why you have not received the email.

      1. The product shipment has not been completed
        [Awaiting deposit] means that you selected bank transfer, and the deposit has not been confirmed. Please complete the payment procedures, as the shipment will only be prepared after the deposit has been confirmed.
      2. Issue with email reception
        If you do not receive emails from our shop, please check for any of the following general causes.

        • You provided an incorrect email address when placing your order
          →Your email address is displayed in the [Confirm registration information] screen on My page. Please check you have entered a correct email address. If you have entered an incorrect email address, please follow {Change email address} sign on My page and re-enter your email address.
        • Spam mail folder or email filter (sorting) settings
          →There is a possibility that our emails have been automatically sorted into the spam mail folder or other folder according to the settings of your email software, email service, or security software you are using.
          Please check your email settings and see whether the domain "tokyo2020shop.jp" is not rejected or sorted automatically.
        • Your email box is full and cannot receive emails temporarily
          →If your email address is correct but you are not receiving any emails for a certain period, including those that are not from our shop, there is a possibility that your email box is full.
          Please delete some unnecessary emails from your email box to make space for our emails. We regret that we are unable to assist you to delete emails. Please contact the email software or service providers.
  • About refunds and exchanges
    • Could you please tell me about refunds and exchanges for products that I purchased?

      We regret that we do not accept refunds or exchanges unless there are defective products, failures, or other issues caused by the manufacturer. Should there be any defective products or failures, please contact us as follows.
      [For ordinary products] Please contact us by calling our customer service (Japanese only) or emailing us within seven days after you receive the products.

      [For high-priced products over 300,000 JPY] Please contact us by calling our customer service (Japanese only) or emailing us within thirty days after you receive the products.

      *We may not be able to process exchange and return requests made after seven days (for ordinary products) or thirty days (for high-priced products).
      We kindly ask for your understanding.

  • About the products
    • Can I buy products in bulk?

      Please contact us through the "Inquiries" page. However, the products sold at our shop cannot be used for public relations and sales promotions for companies, organisations, etc. We kindly ask for your understanding.

    • What should I do if I would like to make goods for the Tokyo 2020 Olympic and Paralympic Games?

      Please contact the Tokyo 2020 licensing office.
      Email: license@tokyo2020-licensing.jp

  • Others
    • What should I do if I have forgotten my password and cannot log in?

      【If you remember your email address】
      You can reset your password from the login screen by clicking the "Reissue password" link below the password entry field and entering your registered email address. You will receive an email with the password reset screen URL, which will take you to the reset screen for registering your new email address.

      【If you do not remember your email address】
      Please kindly register your membership again.

    • Could you please notify me when products that are out of stock have been stocked again?

      You can use the restocking notification email settings from the product page of the product that is out of stock. If you click on "Register for restocking notification email" while logged in, we will send an email to your registered email account to notify you that the registered product has been restocked.
      *Certain products will not be restocked.
      *This does not guarantee that you can purchase the product.