Q: What should I do if there is a problem with the item upon received?
A:
Please check the item specifications, quantity, and accessories as soon as you receive the item, and keep the item and packaging intact, including the consignment note information, to avoid any issues.
If you choose in-store pickup:
Signing off on the pickup means you confirm the item is in good condition. Please check and record a video or take photos at the time of pickup. If there is an issue, report it to the on-site customer service immediately for assistance.
If you choose home delivery or other large freight services:
Report any issues within 3 hours of receipt to increase the chances of resolution. Inform the customer service with the following information: 1. Member name 2. Order number 3. Description of the issue 4. Desired resolution 5. Photos of the item and packaging (ensure the background does not show any Chinese characters or products with Chinese text)
For items damaged during international or domestic shipping within Singapore, provide clear photos of the damaged outer box and item.
Important Notes
If the seller agrees to handle the issue, the item must be returned to Japan (if the issue is not the responsibility of Sekaimen). The international shipping cost must be borne by the member, and Sekaimen does not have a partnered international freight company, so we will freight company like fedex, DHL etc to send the item back to Japan.
For items shipped by sea, the longer shipping period to Singapore may result in missing the seller's resolution period in case of damage or defects, making returns or exchanges impossible. Please evaluate this when choosing sea freight.
Important Notes
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