Customer Support Team
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Recent activity by Customer Support Team
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Dietary restrictions in Japan
Japanese cuisine is widely diverse and often considered healthy. However, travelling across Japan with special dietary needs, like being vegetarian or vegan, having celiac disease, or adhering to k...
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Golden Week Travel
“Golden Week” is a collection of four national holidays within seven days of each other, starting in spring around April 29th - May 5th. In combination with well placed weekends, Golden Week is one...
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Hello Kitty Shinkansen
The Hello Kitty Shinkansen, known officially as the "Hello Kitty Shinkansen 500 Series" is a special, themed bullet train operated by JR West in Japan since June 2018. The train's interior and exte...
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Luggage shipping in Japan / Takkyubin service
It can be difficult for visitors to travel through Japan with a lot of luggage while using public transport, so a local delivery service is a great option for travellers to send bulky luggage betwe...
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Correos information
Orders shipped from our Madrid office using Correos are usually delivered within 3-5 working days. However it can sometimes take longer, so if your departure date to Japan is less than a week awa...
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Royal Mail information
The standard, free shipping option for our UK Japan Rail Pass orders is the second class Royal Mail “Signed For” service. No information will show on the Royal Mail tracking website once the orde...
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Deutsche Post information
When you place your order to a German address, there are two shipping options for Deutsche Post: Deutsche Post Prio: Deutsche Post Prio is a premium priority mail service offered by Deutsche Post...
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Missed delivery / I won’t be at home for delivery
Please be aware that all our order delivery times are only estimates, and not guaranteed. Some of our shipping methods require you to sign for the envelope upon delivery, which means that someone h...
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Order incomplete/ Product missing/ Incorrect item received
If something is missing from your order when it arrives, or a product you received is not correct, we’re so sorry for the mistake. If this happens to you, please: Contact our customer service de...
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Order not received / My order is lost in transit
While rare, unfortunately delivery issues with our various carriers can sometimes occur. If your order shows as delivered but you have not received it: If we have tracking details from the carr...
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