TRANSIT TROUBLE
【What to do if the order is lost】
If the package does not arrive at your place after a week or so, please first check the tracking record. If the tracking information has not been updated(※１) for 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 from the shipment date.
Here is the procedure to follow in the event of missing or lost packages:
The customer should contact closet child in the event of a missing package.
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 that the shipment is lost or missing, they will issue a compensation paper and refund the insured amount 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 customs and stayed there without any notice to the receiver and they returned 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 (we will inform you of the tracking number).
When the parcel comes back to Japan in spite of all the correct shipping information , we ask customers for re-shipping costs or cancel the order.
If the customer would like to cancel the order after the parcel is returned, we only issue the refund of the amount of the ordered items and we will not issue the refund of the original shipping cost.
【What to do if the items are damaged】
When you receive the shipment please examine the contents' condition. If there are any damages which are not described on our web shop, please tell us immediately with not only the photos of the damaged parts, but also the packing materials which were used for the items. When we apply for compensation to the Japan Post for the damage during the transit, they require us to present both the damaged contents of the package and the packaging itself, including packing materials such as bubble wrap, envelopes, and boxes.