Frequently asked questions
Everything you need to know about shopping on shoppu.jp
Categories
Ordering
A: Browse our shop, add the products you want to your cart, and proceed to checkout. You can shop and check out in English, Thai, Vietnamese, Burmese, or Japanese — just select your preferred language from the menu.
A: You can check out as a guest without creating an account. However, creating a free account lets you track your orders, save your delivery address, and view your order history.
A: Contact us at support@shoppu.jp as soon as possible. We can cancel or modify orders before they are dispatched. Once shipped, we are unable to make changes.
A: There is no minimum order for standard retail purchases. Wholesale orders have minimum order quantities per product category — see our Wholesale page for details.
A: Yes. We import directly from Thailand and other Asian suppliers. All products are commercially imported through proper channels and are the same brands you would find in their home countries.
Shipping
A: Yes — we deliver to all 47 prefectures, including Okinawa, Hokkaido, and remote islands. Delivery surcharges may apply for remote areas.
A: Standard delivery takes 2–4 business days from dispatch, depending on your location. We dispatch orders on business days (Monday–Friday). Orders placed on weekends or public holidays are dispatched on the next business day.
A: Yes. Fresh and frozen products are shipped in temperature-controlled packaging via Yamato Transport. Please ensure someone is available to receive the delivery, as these products cannot be left unattended.
A: Shipping fees vary by region, product type, and order weight. Please see our Shipping Information page for the current rate table, or contact us for a quote.
A: Yes. Once your order is dispatched, you will receive a tracking number by email. You can track your delivery on the Yamato Transport website or app.
Payment
A: We accept the following payment methods via Komoju:
- Credit card: VISA, Mastercard, JCB, American Express, Diners Club
- PayPay
- Convenience store payment (Konbini) — Lawson, FamilyMart, Ministop, Seicomart
- Bank transfer
- Cash on delivery — available for standard orders only, not frozen
A: Yes. All payment transactions are processed securely by Komoju, a licensed Japanese payment gateway. We do not store your card details on our servers.
A: All prices are in Japanese Yen (JPY). Your bank or card provider may apply currency conversion fees if your card is issued outside Japan.
A: Payment is collected at the time of order placement for credit card, PayPay, and Konbini payments. Bank transfer orders are held pending receipt of payment.
Returns
A: We accept returns for products that arrive damaged, defective, or significantly different from what you ordered. Please contact us at support@shoppu.jp within 3 business days of receiving your order with photos of the issue.
A: We do not accept returns for change of mind. If you ordered the wrong item, please contact us and we will do our best to help where possible.
A: Perishable, fresh, and frozen products cannot be returned unless they arrived in an unacceptable condition due to our error or a confirmed delivery failure. Please photograph the issue immediately upon receipt.
A: Approved refunds are processed to the original payment method within 5–10 business days. For Konbini and bank transfer payments, refunds are issued by bank transfer to your nominated account.
Wholesale
A: Contact us via the Contact Us page and select “Wholesale Application” as the subject. Our team will review your application and respond within 2 business days. You can also visit our Wholesale page for full details.
A: Wholesale accounts are available to registered businesses in Japan — including restaurants, retail shops, distributors, online stores, and corporate food service operators. You will need to provide your business registration details when applying.
A: Minimum order quantities (MOQ) vary by product category and are confirmed upon account approval. Contact us for details or visit the Wholesale Agreement page.
A: Wholesale pricing is available to approved accounts only and is not published publicly. Once your account is approved, you will receive a full product and pricing sheet.
Account
A: Click “My Account” in the top menu and select “Register”. Enter your email address and set a password. You can also register during checkout.
A: Click “My Account” → “Lost your password?” and enter your email address. You will receive a password reset link within a few minutes. Check your spam folder if you don’t see it.
A: Contact us at support@shoppu.jp as soon as possible. We can update the delivery address if the order has not yet been dispatched.
A: Log in to your account and go to “My Account” → “Orders”. All past orders are listed there with status and tracking information.
A: Yes. Contact us at support@shoppu.jp and we will delete your account and associated personal data in accordance with our Privacy Policy and Japan’s APPI regulations.