We have gathered questions which we have frequently been asked by our customers. If there is anything you want to know more, please feel free to contact us!
How about duty and tax?
The terms of sale is DDU "duties and taxes unpaid". The price shown does not include such items as VAT, import duty, tax and other unpredictable charges against middleman and agents. In case of these unexpected charge needed in the due course, these charges should be paid by the customers.We are not responsible for delays caused by the customs department in your country.For more information regarding your country's custom policies, please contact your local customs office or its agents.
How do I change or cancel my order?
Please note that any orders that have already been packed or shipped cannot be cancelled.
Can I return or Exchange?
We will accept returns(Exchanges) only when we provide with a wrong item or the one doesn't work. Please tell us within 3 days after you receive it.
Items must be in new condition(unused and unopened).
Shipping fees and customs taxes are buyer's responsibility, they will not be covered or refunded.
Defective or Damaged: As a general rule, full amount of item, Shipping & Handling and Gift Wrap fees will all be refunded.
Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an japan-select.com: As a general rule, refund amount will be up to 50% of what was originally paid.
Items must be returned with everything that was included in the original shipment. This includes the invoice slip, product box, original tags, and any free gift received during your purchase. Badly packaged or uninsured item returns will not be accepted. Items must be returned in the same condition they were in when originally sent from JAPAN-SELECT.
Attention: below is the examples which we DON'T accept any returns.
- Complaint about accuracy.
- Time radio synchronisation function doesn't work in your area.
- Non-uniformity for shaping of rubber, G-Shocks.
- Complaint about the watch(band) sizes.
- Surface irregularity of luminous paint.
- it was different from what I had expected.
- Colors of the watch is slightly different from the images.
- Changing your mind.
- Water resistance issues.
- Misaligned hands, indexes or bezel.
- Battery charge.
- Accidental order.
- Damage and/or dent on outside box.
- Products altered by size change or replacement of batteries.
- The problem is caused by improper repair or adjustment made by anyone other than a Manufacturer Service Center.
- The problem is caused by improper, rough or careless treatment.
- The problem is caused by a fire or other natural calamity.
- Tags and Protection seals are removed.
We do not accept returns or replacement regardless of reasons for the items below.
Build-to-order (BTO), custom-ordered or engraved items or items with altered size.
Items shipped with manufacturer’s original packaging which lack such packaging when returned or have damage only to such packaging.
Returns for the reason that a shipping label is directly placed on the manufacturer’s original packaging.
Items that are described as not returnable or replaceable on the product detail pages.
Do your watches come with a guarantee?
Yes. Our watches come with a one-year warranty (effective only in Japan).
All the mechanical related trouble and the failure will be fixed at no charge.
This warranty does not cover defects and trouble caused by misuse and the damage to the external parts, and the repair fee will be charged.
If anything happens to the item, please notify this store by email(email@example.com). We will then contact the place where we send broken items, and will require you to send it there. After repair, we will send it back to you from our store.
Customers from out of the Japan will be required to send their items for repair to the address of our store in Japan.
Seiko Japan no longer offers Worldwide warranties for Seiko wristwatches shipped from Japan. These come with Japan domestic warranties.
At this store, we omit the seal on the warranty card.
The invoice serves as a replacement for the retailer's seal and proof of purchase, so please store the invoice together with the warranty card.
For wristwatch (on some models), International warranty may be available as option. Please ask for more information!
The customer shall NOT have any claim under this warranty for repair or adjustment expenses if:
1. The problem is caused by improper, rough or careless treatment.
2. The problem is caused by a fire or other natural calamity.
3. The problem is caused by improper repair or adjustment made by anyone other than a Manufacturer Service Center.
4. The product warranty is not presented when requesting service; or
5. The warranty period has expired.
Where can I have my watch strap adjusted?
We recommend that you contact an Authorized Manufacturer Service Center or a Manufacturer appointed dealer to have your watch strap adjusted.
If you adjust the watch strap yourself, please understand that you do so at your own risk. We cannot accept any responsibility at all for any damage this causes.
Shipping fee for repair
If you would like to send back the watch for repair, you have to pay shipping fee by yourself, even when it is within the warranty period.
Payment Disputes & Chargebacks
JAPAN-SELECT is committed to customer service and will promptly address any customer claims as detailed in our Terms and Conditions. Because we're committed to helping you, under no circumstances should you ever contact your credit card company or PayPal to dispute charges from JAPAN-SELECT.
We will solve all genuine customer service problems through refunds, reshipments, discounts or whatever else it takes to reach a fair solution to the problem, and that's our promise! But we will need to hear from you if a problem has occurred.
JAPAN-SELECT vigorously contests any PayPal or credit card disputes or chargebacks filed by customers. Customers who have filed such disputes or chargebacks may be blacklisted from using our service, meaning we will accept no further orders from them.
Refused Delivery: A 45 to 50% minimum restocking fee plus the original shipping cost will be deducted from your refund.
Disputes: The Toyama District Court shall be the exclusive venue for relating to your access to japann-select.com or to products or services you purchase through japan-select.com.
What payment methods do you accept?
We accept all major credit cards (VISA, Master, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Country of manufacture: G-SHOCK's country of manufacture may differ depending on the manufacturing period and model.
When you touch the items, please put on gloves to prevent the items from getting stained or rusted. When you try an item on your wrist or neck, please cover yourself with a scarf or a handkerchief so that the item wouldn’t touch your skin directly.
When you try on a watch, do not turn it on or remove attachments (price tags, protection seals, battery sheets, etc.). Please refrain from fastening the band or adjusting the band size.
The battery inside the watch is a free sample and not included in the price. Contact the manufacturer directly when it runs out.
Citizen manuals/instructions are available online only.
The instructions booklet is no longer available. Please refer to this link.