Cancellation policy

Last updated: September 7, 2026

1. CANCELLATION BEFORE SHIPMENT

The Customer may request cancellation of an order as long as the order has not yet been handed over to the carrier.
To request a cancellation, the Customer must contact JapanPopMart as soon as possible at: japanpopmart@gmail.com and provide the order number.
JapanPopMart will make every reasonable effort to stop the preparation and shipment of the order upon receiving the cancellation request.
When the cancellation can be completed before shipment, the amounts corresponding to the cancelled order will be refunded to the original payment method, subject to applicable legal provisions.
These commercial terms do not limit any statutory right of cancellation, withdrawal, return, or refund that the Customer may have under applicable mandatory law.

2. CANCELLATION AFTER SHIPMENT

Once an order has been handed over to the carrier, JapanPopMart can normally no longer stop its delivery.
A commercial cancellation request can therefore no longer be treated as a simple pre-shipment cancellation.
The Customer may nevertheless benefit from any rights of withdrawal, return, or refund provided under the JapanPopMart Return and Refund Policy and applicable law.
Refusing to accept delivery does not automatically constitute a valid cancellation of the order.

3. ORDERS BEING PREPARED

If a cancellation request is received while an order is already being prepared but has not yet been handed over to the carrier, JapanPopMart will make every reasonable effort to stop its processing.
The fact that an order is being prepared does not remove any statutory cancellation or withdrawal rights available to the Customer.
Products that are personalized or specially prepared at the Customer’s request may, however, be subject to specific rules where a legal exception to the right of withdrawal applies.
The fact that a Product is sold at a promotional or discounted price does not, by itself, remove any statutory rights available to the Customer.

4. REFUND OF A CANCELLED ORDER

When a valid cancellation takes place before shipment, JapanPopMart will refund the corresponding amounts paid by the Customer.
The refund will be issued to the payment method originally used for the order.
JapanPopMart will process the refund as soon as reasonably possible and, where applicable law provides for a specific deadline, within that required period.
After JapanPopMart issues the refund, additional time may be required before the funds appear in the Customer’s account. This processing time depends on the Customer’s bank, card issuer, or payment service provider and is outside JapanPopMart’s control.

5. CANCELLATION AND RESTOCKING FEES

JapanPopMart does not charge a cancellation fee when an order can be cancelled before shipment without JapanPopMart incurring specific costs.
In certain circumstances involving a voluntary commercial cancellation or return, reasonable costs actually incurred by JapanPopMart may be deducted where permitted by applicable law.
A 10% restocking fee may apply only to voluntary commercial cancellations or returns that do not result from the exercise of a statutory right of withdrawal, and only where such a deduction is permitted by applicable law.
No restocking fee will be applied where such a deduction is prohibited by applicable law.
The Customer’s statutory rights regarding defective, damaged, incorrect, or non-conforming Products are not affected by this provision.

6. ORDERS SHIPPED TO THE UNITED STATES

6.1 Cancellation Before Shipment

An order shipped to the United States may be cancelled as long as it has not yet been handed over to the carrier, in accordance with the provisions of this Policy.
Once the order has been handed over to the carrier, it is considered shipped for the purposes of this Policy.

6.2 Customs Duties and Import Charges

JapanPopMart orders are shipped from Japan and therefore constitute imports of goods into the United States.
Customs duties, import taxes, customs clearance fees, collection fees, or other charges may be requested from the recipient.
Unless expressly stated otherwise at checkout, these charges are not included in the price of the Products or in the shipping charges paid to JapanPopMart.
The fact that duties, taxes, or other import charges are requested after shipment does not allow the order to be retroactively cancelled.

6.3 No Additional Transportation Charges Subsequently Charged by JapanPopMart

The shipping charges applied by JapanPopMart are displayed before the order is confirmed.
JapanPopMart will not request an additional payment from the Customer after the order has been placed in order to supplement the transportation charges already paid on the Website.
This provision does not apply to customs duties, import taxes, customs clearance fees, or other amounts that may be requested directly from the recipient by the carrier, its customs clearance provider, or U.S. authorities.

6.4 Refusal to Pay Duties or Taxes

Refusal or failure to pay customs duties, import taxes, or other charges required upon importation does not constitute cancellation of the order and does not automatically entitle the Customer to a refund.
The same applies where the recipient refuses delivery or fails to provide the information or documents required for customs clearance.
Depending on the applicable procedures, the shipment may be held, returned to JapanPopMart, abandoned, or destroyed.
If the shipment is returned to JapanPopMart, any potential refund will be processed after the shipment has been received and inspected, in accordance with the JapanPopMart Return and Refund Policy.
The original shipping charges and any return shipping, handling, customs clearance, or other costs actually incurred by JapanPopMart may be deducted from the refund where permitted by applicable law.

6.5 Customs Delays or Inspections

An order cannot be retroactively cancelled solely because its delivery is delayed by a customs inspection, customs clearance procedure, request for documentation, or carrier investigation.
A shipment that is still in transit, undergoing customs clearance or inspection, or subject to a carrier investigation is not automatically considered lost.
JapanPopMart will provide the Customer with available tracking information and, where possible, assist when communication with the carrier is necessary.
These provisions do not affect any mandatory statutory rights available to the Customer under applicable law.

7. CANCELLATION BY JAPANPOPMART

JapanPopMart may exceptionally cancel all or part of an order in circumstances including:

  • unavailability of a Product;

  • an obvious error concerning the price or Product information;

  • a payment issue or payment failure;

  • reasonable suspicion of fraud;

  • a legal or regulatory inability to ship the order;

  • a carrier restriction preventing shipment to the relevant destination.

Where an order that has already been paid for is cancelled by JapanPopMart for a reason that is not attributable to the Customer, the amounts corresponding to the cancelled Products and the applicable shipping charges will be refunded in accordance with applicable law.

8. RELATIONSHIP WITH THE RETURN AND REFUND POLICY

This Cancellation Policy primarily applies to requests made before an order has been shipped.
After shipment, conditions relating to returns, statutory withdrawal rights, refused deliveries, customs issues, damaged or incorrect Products, lost shipments, and refunds are governed by the JapanPopMart Return and Refund Policy.
If any provision of this Policy conflicts with a mandatory statutory right granted to the Customer under applicable law, the applicable mandatory legal provision will prevail.

9. CONTACT

For any cancellation request or question regarding an order:
JapanPopMart
Email: japanpopmart@gmail.com

10. CHANGES TO THIS POLICY

JapanPopMart reserves the right to amend this Cancellation Policy to reflect, among other things, legal, regulatory, customs, logistical, or commercial developments.
Any changes will be published on the Website together with the updated revision date.
The policy applicable to an order is the version in effect at the time the order is placed, subject to any applicable mandatory legal provisions.