TERMS AND CONDITIONS OF USE

Shipping orders

All products available on Candysan are stored on our premises. Thus, we are able to send orders faster. We are a human-sized company and for us every customer is important. This is why we pay special attention to our packaging so that your items are effectively protected during transport. Moreover, we ship orders as quickly as possible so that our packages arrive at their destination in the shortest possible time.

For transportation we use the Japan Post. We offer two shipping methods: Economy SAL (no tracking, no insurance) and EMS (fast with tracking and insurance). See more information on the “delivery” part.

Packages returned by post

In the event a package is returned due to a mistake by Candysan (eg. error in the address), we will reship the package without any charge. In cases where Candysan did not make a mistake, reshipping will be at the expense of the recipient, except in the case when Candysan insurance has been chosen.

The price of items

At the top of the webpage, you can choose to display the prices in yen, U.S. dollars, or euros. Prices shown in U.S. Dollars and euros are calculated periodically based on yen exchange rates. For example, when the yen rises in value against the U.S. Dollar, the price of items will go up proportionally. Likewise, when the yen decreases, prices will also go down. Thus, the price of a single item may be different at each visit.

DELIVERY

We ship all orders from Japan. The packages are sent promptly after receiving your payment.

All our packages are very well protected! We pay particular attention to packaging. Items are wrapped in bubble wrap or other similar means, and then secured in a solid cardboard box, so you can buy any item with confidence that it will not be damaged.

Shipping Method

Economy Air [SAL] (air – transportation slower than EMS)

For safe and prompt delivery we recommend EMS.

Economy Air [SAL] – Small Packages

Economy SAL is the most economical airmail for small packages (less than 2kg). If your order is over 2kg, we will ship it in several packages. The package does not have tracking and is not insured, and delivery times are longer than EMS. We do not recommend this type of shipment for valuables, because there is no compensation in case of loss or damage.

+ International shipping in 1 to 3 weeks after sending (sometimes more)
+ Tracking: no
+ Insurance: no

Our shipping rates are the same as Japan Post rates. Packaging and handling are free. To reduce costs, we advise you to group your items in one order. We can not group two distinct orders, and you will pay the postage for both.

Delay and Delivery issues

We prepare all orders as fast as possible; however, once the package has been sent, delivery time depends fully on the postal service and customs of your country, and we cannot take any subsequent action in the transportation and delivery process after shipping.

With Economy SAL, it is not possible to track your package once it leaves Candysan. Postal services usually deliver the package within 3 weeks, but it is not unusual to have some delay in delivery due to customs checks or problems arising at your local post office.

If your package still has not been delivered after 3 weeks, you should first check your Candysan account and make sure you entered a valid postal address. If you made a mistake in entering your address, we recommend that you contact your nearest post office for further information. On our side, we are unable to change your address once your package has been sent. If your address is valid, please make sure your package is not waiting for you at the post office, because it is not unusual to miss the delivery attempt notification if you were not available at the time of a delivery attempt. Make sure to notify your post office that your package comes from Japan and that no tracking number has been provided by the Japan Post Service.

If you did not receive your package after 4 weeks, it might have been returned to Japan. This happens when your local post office has difficulty trying to reach you or if you did not retrieve your package from the local post office in time. (Post offices usually keep a package for 2 or 3 weeks before they send it back.) In that case, your parcel might need 1 to 3 months from the original shipping date to return to our office in Japan. We will contact you at that time to discuss resending your package. Please note that you might have to pay the postage fee again, depending on the reason of return.

Although a rare occurence, if your parcel got lost, stolen, or delivered to the wrong person, we will not be able to help you if you chose the uninsured Economy SAL for your purchase. However, if you chose EMS, you can always make an insurance claim to your nearest post office in order to use the insurance provided by the carrier. In that case, be sure to provide your tracking number.

Some stats:

– Less than 1% of Candysan packages are returned to Japan. Of 10 returned packages, 7 are returned due to being “unclaimed,” usually because the addressee did not find the delivery attempt notice left by the mail carrier. 2 are returned because of an invalid address, and 1 is returned for other reasons.

– Less than 0.1% of our packages are lost by the postal service. In that case, we cannot provide further information on the status of your package. In order to avoid delivery issues, we recommend to add as much information as possible in your shipping address, including phone number, door digital code, etc., especially when using the EMS.

CUSTOMER SERVICE AND POLICY

CandysanBox through Candysan has experience in selling Japanese products online since 2010, with a presence on the internet since 2004. We have created a relationship of trust with our users and use our expertise to satisfy our customers.

Our products

All items sold on Candysan are original articles bought in Japan and shipped from Japan. They are all selected by us according to quality and popularity in Japan.

All products available on Candysan are stored on our premises. In this way we are able to send your orders faster and avoid stock shortages at our suppliers.

Shipping and Packaging

We are a human-sized company and for us every customer is important. This is why we pay special attention to our packaging so that items are effectively protected during transport. Moreover, we ship orders as quickly as possible so that our packages arrive at their destination in the shortest possible time.

Secure Payments

For payments we trust Paypal, which is the most popular online payment service with over 100 million users around the world. PayPal helps protect your credit card information with the best systems on the market for security and prevention against fraud. When you use PayPal, your financial information is never shared with Candysan.

Privacy Policy

Privacy Policy