1. Shipping & Commitment

After Mercari receives your purchased items from Japanese sellers, we coordinate to process the item and arrange international shipment to you. This process involves domestic shipping in Japan, authentication at our authentication center (where applicable), inspection at our warehouse, and international export.

Guaranteed Shipment Timeframe

1. While we aim to ship items as quickly as possible, we guarantee that we will deliver the item to the international carrier within 30 calendar days of your order (the "Guaranteed Shipment Timeframe"). This means the item will be physically transferred to the carrier in that timeframe, not necessarily delivered to your address. Delivery times to your address by the international carrier are beyond our control.
2. If we determine that we are unable to meet the Guaranteed Shipment Timeframe, we will notify you and provide you with the option to cancel your order. You can request a cancellation by contacting us through our Help Center. In such case, you may be eligible for a refund in accordance with this Refund Policy.
3. After handoff, all responsibility and timing for delivery transfer to the carrier. We do not (and cannot) guarantee international delivery timelines, nor that the product will be delivered to your address within 30 days, which depend on carrier routing, customs processing, and other factors beyond our control.
4. Exceptions to the Guaranteed Shipment Timeframe may apply for certain items, such as pre-orders, custom or customized goods, or otherwise specially designated items. Any applicable shipment timeframe or expected shipment date for such items will be disclosed on the item detail page or at checkout prior to placing your order.
5. Any delivery dates shown on our platform, including at checkout, are estimates only based on current logistics conditions and do not constitute guaranteed delivery dates. There is no Guaranteed Delivery Timeline, and there are no refunds for items that arrive after the estimated delivery date shown.
6. Once you place an order, it cannot be cancelled for your own convenience, even before shipment. Cancellations are permitted only for items that we are unable to deliver to the international carrier within the Guaranteed Shipment Timeframe, or as otherwise determined by Mercari in accordance with the Purchase Terms.

Shipment Delays

1. Notification of Delays: If we determine that we are unable to meet the Guaranteed Shipment Timeframe, we will notify you promptly via email with:
   1. The revised expected date that we are able to provide your item to the international carrier (or notification that shipment is not possible)
   2. Your right to cancel the order for a full refund
   3. Clear instructions on how to cancel (link to cancellation form, email address, or Help Center portal)
2. Refund Processing for Cancellations: If you choose to cancel due to a shipment delay, we will process a full refund to your original payment method within 7 business days after you submit your cancellation request. The actual refund posting to your account may take an additional 5 - 10 business days, depending on your bank or credit card company.
3. BY PLACING YOUR ORDER, YOU UNDERSTAND AND ACCEPT THAT IF WE CANNOT DELIVER YOUR ITEM TO THE INTERNATIONAL CARRIER WITHIN 30 DAYS, CANCELLATION AND REFUND ARE YOUR SOLE REMEDIES. You will otherwise have no claim for, and Mercari shall otherwise have no liability for, shipment delays. You waive any claim for damages or consequential losses due to shipping delays.

2. When a Refund May Be Available

You may be eligible for a refund only in the following cases. If you believe your item is eligible for a refund under more than one of the categories below, you may submit a single claim noting as much and Mercari will evaluate it under all applicable categories.

1. Order Cancellation Following Shipment Delay: If we notify you that we are unable to meet the Guaranteed Shipment Timeframe (as defined above), and you choose to cancel your order in accordance with the Purchase Terms and this Refund Policy, you will be eligible for a refund. This is separate from your other refund eligibility and does not require you to wait for the 14-day Inspection Window.
2. Item Not as Described: The item you received is materially different from the listing description or photos displayed on the Mercari platform at the time of purchase (e.g., wrong color, wrong size, missing parts, major undisclosed damage affecting function). Minor variations in appearance due to lighting, angle, or device settings are not grounds for refund. Claims based solely on subjective dissatisfaction (e.g., "not as nice in person") do not qualify.
3. Item Damaged in Transit: The item arrived with visible damage, is broken or has a functional impairment caused by damage during shipment (evidenced by carrier damage reports, photos, and/or seller confirmation). Minor cosmetic marks or packaging damage that does not affect the item's function or condition does not qualify. Customers must report transit damage to us within the 14-day Inspection Window (see Section 4); failure to report within this period forfeits the right to claim transit damage and seek a refund on this basis.
4. Item Not Received: Your item did not arrive or was lost in transit, and the tracking information available on the Mercari platform shows no update beyond our Guaranteed Shipment Timeframe.
5. Counterfeit Products: The item is determined based on Mercari's review to be counterfeit or not genuine. However, please note that while we strive to identify counterfeit items, we may not be able to detect all counterfeit goods and do not make any guarantees regarding the authenticity of every item. The buyer may notify Mercari and submit evidence as to why they believe the purchased item is a counterfeit or non-genuine product. Mercari will then review the item's condition and submitted information. Subject to the below conditions and requirements, if Mercari determines in its sole discretion that the purchased item is counterfeit or non-genuine as a result of the review and the submitted evidence of the buyer, the order will be canceled, and the order amount paid at checkout will be refunded to the buyer. The following conditions are required and must be satisfied for a refund:
   1. The buyer must contact us to request a refund within 14 days from the date of delivery as defined in Section 4.
   2. For shipped items purchased with Mercari Japan Authentication, the tag or sticker attached during authentication must remain intact, with no signs of removal or tampering/opening.
   3. The item and all accessories included upon arrival must remain complete, with no excessive use or deterioration.
   4. The buyer must submit photos that clearly show the overall item, the suspected areas, and the condition of the authentication tag or sticker. If Mercari determines in its sole discretion that the item should be reviewed again in person, upon request, the buyer will be required to ship the item back. For items purchased with Mercari Japan Authentication, you may be required to return the item in accordance with Section 4 ("Handling of the Item") if a refund is approved.
   5. The buyer must provide verifiable evidence regarding the suspicion of counterfeit or non-genuine status, such as discrepancies with official information or serial number lookup results.
   
   

   If you fail any of the above conditions, you will not be eligible for a refund on this basis.

   
   

   For the avoidance of doubt, as it relates to items purchased with Mercari Japan Authentication, a determination that an item passed the initial authentication check does not preclude a subsequent claim under this section if the item is later found to be counterfeit. The authentication service is a review against designated criteria and is not a guarantee of authenticity. For more information about the authentication service, please see the Eligibility Conditions Guide.

With the exception of refunds due to order cancellation following shipment delay, refund eligibility is in all cases subject to (a) Mercari's sole and absolute discretion about whether the applicable conditions have been met, whether exclusions apply, and whether a refund is warranted and (b) requests for refund being timely raised pursuant to the Inspection Window described in Section 4 (Resolution & Refund Process).

3. Refunds are NOT Available in the Following Cases (All Sales Final)

Important: All Sales Final. Please note that due to the nature of cross-border logistics and custom or customized items, all sales are final upon delivery, except as expressly provided in this Refund Policy or where required by applicable law. We do not provide refunds for buyer's remorse or subjective fit issues (i.e., where the item size is accurately disclosed), color preferences, or dissatisfaction.

Refunds will not be issued in the following cases, including but not limited to:

1. The item does not fit even though the size was accurately described in the listing description (please check the size and measurement information carefully before placing your order).
2. You changed your mind or no longer want the item (including if you found it elsewhere or think you can find a better price).
3. Minor variations in color due to display or device settings even though the item's color was accurately described in the listing description.
4. Complaints about smell, feel, texture, or other sensory properties, even if unexpected, unless the item is materially and objectively defective or materially different from the description in a way that objectively affects usability (e.g., a fabric labeled 'fine wool' that is actually synthetic, causing an allergic reaction). Minor odors or textures that dissipate or are due to storage or shipment are not grounds for refund.
5. Custom or customized goods.
6. Defects outside the scope of Mercari's inspection, as described in the Purchase Terms, such as:
   1. Functional issues of electronic appliances and precision instruments that are not immediately visible upon delivery (e.g., a watch that stops working after 2 weeks). We inspect items at our warehouse primarily for consistency with the listing photos; we do not test all electronic functions.
   2. Contents of sealed/unopened products (e.g., items inside a box that we did not open to inspect). We do not (and cannot) warranty the contents of sealed original packaging.
   3. Defects that emerge after normal use (e.g., a garment that develops a tear or stain after you wear it). We are not responsible for wear, use, or damage after delivery.

4. Resolution & Refund Process

1. Inspection Window (14 Days): Upon delivery of your item (as confirmed by tracking status or receipt of the package), you have fourteen (14) calendar days to inspect the item and determine whether you wish to request a refund (the "Inspection Window"). This is your opportunity to examine the item for any defects, damage, or issues that potentially make it eligible for a refund.
2. What "Delivery" Means for the Inspection Window: Delivery is confirmed on the date earlier of when: (1) the carrier marks the package as delivered to your address, or (2) you confirm receipt. The 14-day clock begins on the date of confirmed delivery, not the date you open the package or inspect it.
3. Your Inspection Obligation: You are expected to inspect the item promptly and professionally upon delivery. If you do not request a refund within the 14-day window, you forfeit the right to claim the item is defective or damaged, and the transaction is deemed final, except where required by applicable law.
4. Reporting an Issue: If you experience an issue with your item, you must:
   1. Contact us through the customer support channels made available via our Help Center within the Inspection Window.
   2. Clearly describe the issue with your order number, the specific problem (e.g., "item arrived damaged," "missing parts," etc.), and how it differs from the listing.
   3. Provide supporting documentation to verify the condition of the item and the basis of the claim.
   4. Await our response. We will review your claim promptly and will notify you of our decision. If approved, we will provide instructions on next steps.
5. Supporting Information: To process your refund claim, you must provide reasonable supporting information to verify the condition and the basis of your claim. Depending on the type of issue, this may include:
   1. Damaged/Broken Items: Photos or videos of the damage, including close-ups showing the defect. If packaging shows carrier damage, photos of the damaged box/envelope.
   2. Wrong Item/Missing Parts: Photos or videos of the item as received, showing it is not the item ordered or is missing components. Your order number and a comparison photo (product listing vs. what you received).
   3. Counterfeit Item: As described above, you must submit photos (showing the overall item, suspected areas, and condition of the authentication tag or sticker as applicable) and verifiable evidence regarding the suspicion (such as discrepancies with official information or serial number lookup results).
   4. If Mercari determines in its sole discretion that the item should be reviewed again in person, upon request, the buyer will be required to ship the item back.
6. Failure to Provide Evidence: If you do not provide sufficient supporting evidence within 7 calendar days of your initial claim, we reserve the right to close your claim. You may reopen it if you provide evidence within the remaining Inspection Window.
7. Review and Verification: We review every refund claim to verify it is truthful, made in good faith, and not abusive. As part of our review process, we may evaluate whether the refund request contains any false, misleading, or materially inaccurate information, or whether the refund request was submitted in a fraudulent or abusive manner by any methods we deem appropriate. Our review may include evidence verification, fraud indicators and pattern analysis. If we reasonably determine, in our sole discretion, that such conduct occurred, the refund request may be denied. We may request reasonable identification or additional information solely for the purpose of fraud prevention or claim verification, and only where necessary.
8. Handling of the Item: In most cases, you will not be required to return the item. Depending on the circumstances, we may provide further instructions regarding the handling of the item, which may include returning the item, disposing of it, or retaining it. If we decide to request and require a return, we will provide you with a return label or prepaid shipping address, or other means to ensure you incur no out-of-pocket return costs, you will ship the item to us, and, once we receive and inspect the item, we will process the refund. Any such instructions will be provided in a reasonable manner, and we will not knowingly require you to incur out-of-pocket costs without prior notice.

5. Refund Amount and Method

1. If a refund is approved in accordance with this Refund Policy, we will refund the total amount you paid for the order, including the purchase price of the item, international shipping fees, taxes, and applicable service fees, unless otherwise required or prohibited by applicable laws. However, if an order contains multiple items and only some items are eligible for a refund, the refund amount will reflect the portion of the total amount paid that is reasonably attributable to the affected items. For such partial refunds, shipping fees may be adjusted to account for the remaining items in the order, while other shared order-level charges will generally be allocated on a pro-rata basis to determine the final refund amount.
2. Approved refunds will be issued to the original payment method used for the transaction.
3. We aim to process approved refunds within seven (7) business days after the refund decision is made; however, if we request the return of an item, the refund will be processed after we confirm receipt of the returned item. Please note that the actual timing of the refund may vary depending on the payment method, payment network, and your bank, and we will process refunds in accordance with applicable law.
4. Once we process your refund, we will send you an email confirmation. You can check with your bank or card issuer if the credit hasn't been posted after 10 business days from our processing date.