support center

Tokyocube.com is a unique online gateway to purchasing Japanese products directly from their respective suppliers in Japan. Our aim is to provide English speaking users with an efficient means to purchase authentic products from Japan without the normal communication barriers.

To help you get the best out of the website, we have put together some useful tips below on how to shop on Tokyocube. We hope you enjoy your time on our website!

searching / browsing

The Tokyocube shop has been designed to be easy to search for particular types of Japanese products, as well as for particular designers or brand that you may be familiar with.

  • Search By Product
    Upon selecting the main category you would like to search in, e.g. Women's Fashion, Toys etc, you are able to select a particular product type from the 'Products' menu in the left navigation area.
  • Search By Brand
    To search for a particular brand, you can use the 'Brand' menu in the left navigation area of any of the main categories, or alternatively choose from the 'Featured Brands' on the home or main category pages.

purchasing / payment

To help you purchase the product that best fits your needs, here are some handy purchasing tips.

  • Choosing your items
    We have encouraged our suppliers to provide, where available, a number of alternative product images for you to click on to see in full-size. When you are ready, simply enter the 'Quantity' and click 'Add to Basket'.
  • Viewing 'Your Items'
    Once you have chosen your items, click on the triangle button under 'Your Items' in the top bar to view all the items. On the 'Your Items' page you are able to remove and/or view your items again, as well as change your quantities by entering a new figure and clicking 'Update'.
  • Proceeding to check out
    When you are ready to proceed to checkout, simply click 'Check Out' (if you have chosen items from multiple suppliers then click any of 'Check Out' buttons, depending on the order in which you would like to make your purchases). You will then be asked to login/register securely, before confirming your delivery and order details.
  • Paying for your items
    Upon confirming your delivery address and order details and clicking 'Confirm Order', you will be taken to the PayPal website, in which you will be able to securely enter your payment details, either using a PayPal account or a credit card if you prefer, and submit to the Japanese supplier. If you have chosen items from more than one supplier, you will then be returned automatically to the 'My Items' page in order to complete the check out process for any remaining supplier orders.
  • Alternative payment methods
    Please note, PayPal does not currently accept payment from all countries. If your country is not accepted by PayPal and you wish to purchase through Tokyocube, we can also accept international transfers via Western Union. To pay via Western Union, you can send the money from your local Western Union Agent. Please send the details of your chosen product(s) to so that we may reserve the order for you.

shipping / tracking order

Please see details below on how your items are shipped, and how to track your order.

  • International Shipping via EMS
    All products advertised on this website are shipped using Japan's official EMS postal service, unless stated otherwise. Shipping usually takes between 3 and 7 working days to European and US destinations. Shipping may take slightly longer to other destinations.
  • Tracking your order
    To help you keep track of your orders once they have been shipped, the supplier will issue you with a Tracking No. which you can locate by clicking on the 'Shipping' link (when available) on the 'Order Status' page in your account. You will then be able to click through to the EMS website and enter your tracking no. to see where your order is.
  • Shipping rates
    All products advertised on Tokyocube are subject to EMS's standard shipping rates, which are calculated and confirmed to you during the order process according to the weight of the product(s) and the country in which they are being shipping to.

    Average shipping rates:
    Europe - £3.25 (6.9 USD)
    North America, Central America, Oceania, Middle East, Caribbean - £3 (5.5 USD)
    Asia - £2.25 (4.1 USD)
    South America, Africa - £4.25 (7.8 USD)

exchanges / refunds

Please see details below on how to exchange an item or request a refund.

  • Returning intact items
    In the event that you have received an item that is not to your satisfaction, you will be able to request an RMA no. from the supplier via the 'Returns' section in your account and return the item in it's original condition with all tags & packaging (with RMA no. marked clearly on it - see RMA note below) within 7 days receipt of the item. The supplier's return address will be sent to you upon an RMA no. being issued. All you will have to pay for is the return shipping cost, and the cost of re-shipping in the event that you require an item in exchange.
  • Returning defective items
    In the event that you have received a defective item, you will be able to request an RMA no. from the supplier via the 'Returns' section in your account, stating the defects clearly, and return the item with all tags & packaging (with RMA no. marked clearly on it - see RMA note below) within 7 days receipt of the item. The supplier's return address will be sent to you upon an RMA no. being issued. You will be required to initially pay for the return shipping cost, however the supplier will refund this cost to you via PayPal upon receipt of your shipping bill (please ask the delivery company for this bill/receipt) and will arrange for an exchange (where available) at no extra cost to you, or will refund you in full if the item is no longer available.
  • Marking RMA no. on return package
    The RMA no. must be clearly marked on the outside of the package sent back to the supplier. No return will be accepted without this number marked clearly on the package.
  • Secure shipping method
    Whether you are returning intact or defective items, we recommend for your own peace of mind that you use a secure delivery method that requires a signature upon delivery to the supplier.