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Customer Support Team

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Recent activity by Customer Support Team

  • Refunded back to an expired/cancelled card

    If a refund is processed to an expired or cancelled card, your bank should automatically ensure that the money is redirected to your current account.   For security reasons, we can only refund the ...

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  • Get a copy of my invoice / Amend my invoice

    After your order is confirmed, we will send you a printed invoice together with your shipment. If you need a PDF version of the invoice, please send us an email and we are happy to provide a copy. ...

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  • My E-SIM is not working

    If the eSIM is not working for you, first please check that your phone is unlocked and compatible. You can check our website for a list of compatible devices HERE If your phone is compatible, then ...

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  • Airport Delivery

    We now offer the option of having your order sent to Tokyo Narita, Tokyo Haneda, or Kansai International airport for you to pick up upon your arrival in Japan.When you place an order with us and se...

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  • Where can I leave my luggage before check-in or after check-out?

    Feel free to ask your House Angel if you need to store your luggage; depending on the schedule, they might be able to let you leave your luggage inside the house before you check-in, even if the cl...

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  • Why is the train route I want not available on your website?

      Currently, Japan Experience offers train tickets for the journeys that are most in demand by inbound travelers to Japan. More routes will be added in the future, but in the meantime we apologise ...

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  • Should I also buy a regional JR pass if I already have a National Japan Rail Pass?

      If you plan on staying for several days in the same region, you could buy a Regional Pass.However, since the Regional JR Passes allows for travel on the same lines as the National JR Pass it’s us...

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  • Self-guided tours - Which one should I choose if I want to travel with kids?

    If you're traveling with children, we suggest considering the Japan Family Tour. This tour has been specifically crafted with families in mind, offering suitable accommodations and activities. The ...

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  • What to do In Koyasan

    Mount Koya, or Koyasan in Japanese, is the centre of Shingon Buddhism and a small, peaceful temple town has been built around the sect’s mountaintop headquarters. Pilgrims and tourists alike travel...

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  • What is a ryokan?

    Ryokan are traditional Japanese inns that offer a unique and immersive experience, deeply rooted in Japanese culture and hospitality. These accommodations emphasise traditional design, featuring ta...

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