Refund policy

Cancellation, Returns and Exchanges

Please read before placing your order.

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Cancellation of Orders

Please note that the handling period differs depending on the product.
Normal items: By the morning of the day after the order is placed
Pre-Order items: By the morning of the next day after the order is placed.
Lottery items: Only during the period when applications are accepted.

*We cannot accept cancellations when all orders have been "shipped" or "arranged to be shipped".
If you refuse to receive the package when it has been shipped, you will be refunded when the package is returned to us. In that case, we will charge you for the round-trip shipping and handling fee.

Settlement is made in Japanese yen. Local prices may vary depending on the timing of payment and refund. Please understand.

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Cancellation from the customer

【Cancellation of normal items】

Please contact us with the following information as a "cancellation request" via the Contact Us Form by the morning of the next day after placing your order.

　　1) Order number
　　2) Your name
　　3) Name of the relevant product

Example: For orders placed on January 31, please contact us by the morning of February 1.
**Cancellations will not be accepted if the order has already been shipped or if shipping arrangements have already been made.
**Changes to order details (quantity, payment method, delivery address) are not possible. Also, we cannot cancel only a part of the items in your order. Please cancel your entire order and place a new order. Please note that we will not be able to compensate you in any way in the event that the desired item is sold out.

【Cancellation of pre-order items】

Please contact us with the following information as a "Cancellation Request" via the Contact Us Form by the morning of the day following your order.

　　1) Order number
　　2) Your name
　　3) Name of the relevant product

Example: For orders placed on January 31, please contact us by the morning of February 1.
**Cancellations will not be accepted if the order has already been shipped or arranged to be shipped.
**Changes to order details (quantity, payment method, delivery address) are not possible. Also, we cannot cancel only a part of the items in your order. Please cancel your entire order and place a new order. Please note that we will not be able to compensate you in any way in the event that the desired item is sold out. 

【Cancellation of Lottery Products and Lottery Reserved Products】
(Cancellation of Application)

Cancellation is possible only during the period when lottery applications are accepted. Please cancel your order on the relevant product page. We cannot accept cancellations for products after the application period has expired. Please check the details of each product.
* Please see the "How to order the lottery products" page for cancellation instructions.

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Cancellation by us

Orders will be cancelled in the following cases.

・In the unlikely event that we are out of stock after an order has been placed, we will contact you and cancel the order.
・If you order more than the limited quantity for a product that has a purchase quantity limit per customer
・In case of credit card error (unauthorized)
・When the customer information (name, address, phone number) is incomplete and we are unable to contact the customer due to an unknown delivery address
・When the contents of the order are clearly for resale
・When there is a possibility of a crime, such as unauthorized use of a credit card
　→Click here to learn more about our efforts to prevent credit card fraud
・If we deem your order to be extremely malicious (*), we may refuse your order for any product without prior notice.
*Repeatedly placing and canceling orders and obstructing other customers' orders, refusing to receive merchandise, repeatedly sending merchandise back due to long-term absence from the customer, repeated delays in payment, etc.

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Returns and Exchanges

If the delivered product is defective, please contact the respective office within 7 days of receipt of the product.
Only defective or damaged products will be accepted.
The following cases will not be handled.

　・Items that are on sale or marked as non-returnable.
　・Items that have been damaged or scratched by the customer
　・Items that have been used, items without product tags
　・In case of customer's convenience.
　・If you contact us more than 8 days after delivery
　・Returned without permission 　etc.

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<Contact for various inquiries>

Initial defects, returns, and exchanges of Blythe dolls
1) Dolls released after Neo Blythe "SONG OF LONDON MARY" released in February 2022
　Please contact Good Smile Company Customer Support.
　>> Good Smile Company Customer Support
　>> 专为居住在中国的客户提供
2) Dolls released before Neo Blythe "Twenty Years of Love" released in June 2021
　>> Contact Form
　*Only for customers residing outside of Japan who purchased at Junie Moon stores.
　Customers residing in Japan, please contact Tomy Co.
　Please be sure to read the "Junie Moon Exchange Policy" below.
　Do not send dolls back directly to Junie Moon.
　In some cases, we may not be able to accommodate some items. 

Insufficient delivery contents, other product defects, returns, and exchanges, etc.
　>> Contact Form
　*We will not be able to respond to inquiries by phone.
　Please be sure to read the "Junie Moon Exchange Policy" below. 

In case of damage to the product caused by an accident during shipping
　>> Contact Form
　Since it depends on the situation, we will explain how to handle each case individually by e-mail.
　Please be sure to read the "Junie Moon Replacement Policy" below.

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Junie Moon Exchange Policy

If your package is defective, please contact Junie Moon customer service. We will explain the procedures for exchanges, etc.

>> Contact Form

Support will be provided in Japanese or English (using an automatic translator).
If you return an item without mutual consent, you will be responsible for shipping and handling charges in any case.
Dolls in unopened packages cannot be exchanged. Only defective parts will be accepted. (e.g. doll only, outfit dress only, etc.)

*We will not be able to provide refunds or exchanges in the following cases.
1) Products that have not been purchased from the Junie Moon Online Shop
2) If more than 8 days have passed since the product arrived
3) If the item has already been used
4) If the item is damaged by the customer
5) If the item is returned without prior notice

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**If you do not receive your package

If you have not received your order within 2 months after we have notified you that your order has shipped, please be sure to contact us at that time.

The period of time that postal items can be tracked is determined by the country.
(3 months in short countries and about 6 months in long countries)
After the above period, we cannot even ask the shipping company to check the whereabouts of the package. We cannot compensate you for such a situation. We appreciate your understanding.

Please note that if you ship via EMS and your package is lost at customs, we will not be able to compensate you (reshipment or refund) unless we receive some kind of response or compensation from the customs authorities in your country.

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・Check our shipping policy
・Check our privacy policy
・Check our Legal Notice

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