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FAQ

Membership resistration

Q.If I change the address, name or e-mail address, what should I do?
A.Please go to the mypage.
Q.I would like to stop receiving mail magazines.
A.Please go to the mypage.
Q.I forgot my password.
A.Please go to the password reissue process.
Q.I would like to change my password.
A.Please go to the mypage.
Q.I can't log on to the system.
A.Please check your e-mail address and passowrd. This system recognizes capital letter and small letter.
Q.I would like to stop my membership.
A.Please go to the mypage. Please note that all information including purchase records and ID will be deleted from the system.

Purchase of products

Q.Can I purchase products without registering membership?
A.No. You should register your ID. You can put products into cart without resistration, but you are asked to resister before finishing your purchasing process.
Q.Can I order by e-mail?
A.Basicaly, no. However, if you cannot select your country in an ordering process and cannot purchase our products listed in this online shop, please contact us by email (overseas@mint.go.jp) and ask us whether you can buy it or not.
Q.Some products become sold out even if I put them into my cart.
A.In case you keep them in your cart and leave for a while without entering into a payment process, the products in your cart are released to other customers. Please proceed to payment process as early as possible after deciding your purchase.
Q.I want to buy a product which is now sold out. Any possibility to purchase in the future?
A.Some products which are on sale throughout the year may be available in case of the additional production or the remained unsold goods. But less chance for the year-end.
Q.Do you charge delivery cost?
A.Yes. It depends on the product, weight and delivery address.
Q.How can I check my order?
A.Please go to the mypage. After payment process, order notification e-mail will be sent to you.
Q.I have not received any e-mail for my purchase.
A.Please check that your e-mail address is correct. Or some e-mail may be categoraized as spam.
Q.Can I cancel my order after settlement?
A.For the cancellations after settlement, only defective products or products that differ from your order can be accepted.
Q.Can I change my order after settlement?
A.We don't accpet any change after settlement.
Q.Can I purchase products through Japan Mint Online Shop from any countries outside Japan?
A.If you are NOT living in the following countries or areas, unfortunately you cannot purchase our products through this online shop.
USA, Australia, South Korea, Czech Republic, Denmark, Finland, France, Poland, Portugal, Hong Kong, Macau
Q.Are there any other methods to purchase products from Japan Mint?
A.Please contact us at overseas@mint.go.jp and ask us if alternative ways are available to you or not. Also, some of our products may be available from our international dealers. For more detail, please check "International Sales" in Japan Mint's website.
Q.Which products cannot I purchase at Japan Mint Online Shop for Overseas Customers?
A.Commemorative coins and some of proof coin sets, which prices are fixed by the government orders of Japan, will not be available at Japan Mint Online Shop for Overseas Customers. However, you may purchase such products from our international distributors.
Q.Are there any products which are not listed on the Japan Mint Online Shop, but available by other methods?
A.Metallic art objects, like medallions and papaerweights, with limited stock may be available directly from us by contacting us at overseas@mint.go.jp. For more detail, please check "International Sales" in Japan Mint's website.

Application of products

Q.Can I order products without member registration?
A.You need to register membership. You can put products into your cart without member registration, but you are asked to regist in the purchacing process.
Q.Can I check my order?
A.Please go to the mypage. You may receive e-mail for your application.
Q.Can I change the number of additional order?
A.Please delete your order from cart and re-enter your order from beginning. After completion of application, any changes will not be accepted.
Q.Can I change the product I applied?
A.After completion of application, any changes will not be accepted. Please change before completion.
Q.Can I cancel my application?
A.You can cancel your application if it is still in your cart. But after completion of application, any changes will not be accepted.

Payment

Q.How can I pay for my purchase?
A.We only accept credit card.
Q.Is your website safe for the use of credit card?
A.Yes. Your credit card information is encrypted throughout your payment process on this website so that nobody can read it.
Q.When will the payment be charged to my credit card?
A.It depends on credit card company. Please contact your credit card company.
Q.I cannot complete my payment procedure though I am using a valid credit card within expiration date. Why?
A.Your card might be restricted to be used outside your country or area. Please check the status with your credit card company.

Dispatch and delivery of product

Q.Which delivery company do you use?
A.We usually use International Postal Service.
Q.How long does it take to receive products I purchased?
A.Please allow at least 2-4 weeks for delivery after our confirming your payment. However, depending on products, it may take more than two months, which please understand.
Q.I haven't received a purchased product yet .
A.Please check my page. If the status is said "Delivered" but not received, please contact overseas@mint.go.jp .
Q.Can I change my address after settlement?
A.Please contact overseas@mint.go.jp.

Return and exchange

Q.I got defective product. What should I do?
A.Please contact overseas@mint.go.jp within 8 days from the delivered date.
Q.I received product which I don't want to buy. Can I refund or change?
A.For the refund or change of product after settlement, only defective products or products that differ from your order can be accepted.
Q.How can I confirm the Mint's receive of retuned product?
A.We don't provide any information of our receipt of your returned product. Please contact overseas@mint.go.jp.

Miscellaneous

Q.What features are provided at my page section?
A.At the my page, you can check your order and application history, delivery status, and ID information management.
Q.I haven't received any e-mail.
A.Please check that your e-mail address is correct. Or some e-mail may be categorized as spam.
Q.When I purchase products from outside Japan, do I need to bear customs and import duties and other fees?
A.Overseas deliveries may be subject to customs and import duties and other fees. And such charges are responsibility of the customer. The delivery condition applied for all overseas deliveries is Delivered Duty Unpaid (DDU) defined in INCOTERMS 2000.
Q.What is the Delivered Duty Unpaid (DDU) defined in INCOTERMS 2000?
A.Delivered Duty Unpaid (DDU) defined in INCOTERMS 2000 means so-called the door-to-door delivery and a total amount to be billed to the customer includes all of delivery costs, except any customs and import duties and other fees at the customer's designated place.

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