JapanGoodsHub

When cancellations or returns are not possible

One of the most common misunderstandings is about cancellations. If you’ve already won an auction or ZenMarket has placed an order with a seller, it’s generally too late to back out without paying a 1,000 JPY cancellation fee. Auctions, in particular, are binding once won. Unlike some western marketplaces, Japanese sellers rarely accept returns unless the item is defective beyond its listed condition, so it pays to double-check listings and seller ratings beforehand.

Dealing with damaged items and insurance claims

ZenMarket includes basic insurance for most international shipments. If your parcel arrives damaged, take clear photos of the box and the item immediately and contact ZenMarket support. They’ll help file a claim with the shipping carrier. For fragile goods, many shoppers recommend paying extra for reinforced packing (usually 1,000–4,000 yen) to minimize risk. Keep in mind claims can take a few weeks to process.

How refunds and withdrawals work

If you decide not to proceed with purchases or have leftover deposits, you can request a withdrawal. Refunds generally go back through the original payment method—PayPal funds return to PayPal, Wise transfers back to your bank, and so on. There may be small processing fees depending on the payment provider. Deposits stay valid in your ZenMarket account for six months, so there’s no rush if you’re planning to shop again soon.

Tracking problems and double tax issues

Sometimes parcels get delayed at customs or show confusing tracking updates. If your country uses IOSS or similar pre-paid VAT systems, but the local courier still asks for tax on delivery, contact ZenMarket with your paperwork—they can often help resolve these double tax situations. Always keep your invoice and shipping documents handy until the package safely arrives.

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