【What to do if the order is lost】
If the package does not arrive at your place after a week or so, please firtst check the tracking record. If its tracking information has not been updated(※１) more than two weeks after the last recorded date and you think your order is lost or missing, please contact us immediately.
Japan Post will conduct a search for missing or lost shipments for up to 6 months of the shipment date.
Here is the procedure to follow in event of missing or lost shipment:
Customer to contact closet child in event of missing shipment.
closet child will submit a search request form to Japan Post. It may take one to two months for Japan Post to complete its investigation.
After Japan Post confirms missing or lost shipment, they will issue a compensation paper and refund the insured amounts and shipping fees.
closet child will confirm the result of the Japan Post investigation and will reimburse the order amount (insured amount only) and the shipping fees to the customer.
Please note it may take a few months to complete the process.
(※１) In some cases the shipment has stopped at the Customs and stayed there without any notice to the receiver and they return the shipment to the sender. The returned package is marked as "UNCLAIMED", which means "Not claimed in allotted time frame". So, please contact your nearest postal service or the Customs as soon as you notice the package is stopped and ask about your shipment (shipment tracking number we inform you).
【What to do if the items are damaged】
When you receive the shipment please examine the contents' condition. If any damages which are not described on our web shop please report us immediately with not only the photos of the damaged parts, but also the packing materials which was used for the items. When we apply for the compensation to the Japan Post for the damage during the transit, they require to present both the damaged contents of the package and the packaging itself include packing materials such as bubble wraps, envelopes, and boxes.