FAQ
About the service
What does monogo.jp do?
We buy items for you from Japanese websites, receive and check them at our warehouse in Japan, and ship them to your country.
Which stores can I buy from?
Dozens of Japanese sites such as Mercari, Rakuten, Yahoo Auctions and Yahoo Shopping, searchable directly. For a store that isn't listed, send us the product link as a buy request.
Do I need to speak Japanese?
No. The site is in 19 languages, and searching in your own language still finds Japanese items.
Fees and payment
What fees do I pay?
When you order: the item price, shipping within Japan and the item service fee. When your parcel ships: international shipping and the parcel service fee. See the Fees page for amounts.
How can I pay?
Alipay, WeChat Pay, UnionPay, credit card, Apple Pay and Google Pay.
What currency are prices in?
Japanese yen. You can show your own currency for reference; the exchange rate is fixed when you pay.
Do I pay import duty?
Yes. Import duty and taxes are paid by the recipient at customs in their country; rules differ by country.
Ordering
How soon is my item bought?
We order from the Japanese site as soon as possible after you pay. If it can't be bought because it sold out or the price went up, your money goes back the way you paid.
Can I cancel after ordering?
You can cancel before we buy the item. After we buy it, you can't — unless the seller agrees to cancel. Then a cancellation fee applies, set by the seller, and it can be as much as the full item price.
How do auctions work?
When you bid, you pay the bid amount, service fee and Japan shipping together. If you don't win, it's fully refunded. Bids can't be withdrawn.
Warehouse and packing
How long can items stay in the warehouse?
Free for 90 days after arrival, then ¥50 per item per day. After 120 days we may dispose of them.
Can I ship several items together?
Yes. Choose items in the warehouse to pack into one box — it costs less than shipping them separately.
Do you check the items?
We check appearance and quantity on arrival, and can take photos for a fee. We don't guarantee authenticity or working condition.
Shipping
Where do you ship, and how?
Worldwide, by Japan Post EMS, DHL, sea mail and more; addresses in Japan go by Sagawa Express. See the Fees page for typical delivery times.
Can I track my parcel?
Yes. You get a tracking number once it ships.
What if my parcel is lost or damaged?
It's handled under the carrier's compensation rules.
Prohibited items and refunds
What can't I buy?
Weapons, drugs, wildlife products, brand replicas and similar can't be bought; lithium batteries, perfume, food and similar aren't accepted by Japan Post or DHL. See the Prohibited items page.
Where do refunds go?
Back to the payment method you used.