If there is any issue with an item that is eligible for compensation, you can submit a compensation claim.

If you wish to request compensation for an item, please be sure to contact our customer service within 7 days of receiving the item, and include the following information:

• Proof of a damage report/claim placed to the post office or delivery company. (e.g. picture or screenshot of your receipt) *1
• Please provide the photos showing the below:
  • Package exterior (condition it arrived in)
  • Condition of the item packaging inside the shipping box
  • Condition of the damaged item
• Tracking number
• Auction ID / Order number for the relevant item
• A brief description of the packaging condition & the damage to your item

*1 Please submit a damage report to the delivery service in the destination country/region within 7 days of arrival. If the required information is not provided within 7 days of arrival, it will not be eligible for compensation.

* If you have filed a compensation claim for a item with us, it must be returned to us within one week of receiving our return instructions.

* In the case of a refund, it will generally be processed as FJ points, regardless of the payment method used.

* Customs duties and product warranty plan fees are not refundable.