New Customers Guide
Hello! Thank you very much for choosing our store from among many stores. In this page, we will explain how to use LapinNoir.JP. Please read to the end because we want our customers to enjoy shopping at our store with peace of mind.
We are an anime goods specialty store from Japan.
Attraction of our store
- Please be assured that all products are purchased from Japanese manufacturers and partners, and we only deal in authentic products. Even for used products, our specialized staff inspects and purchases them before purchasing, so there is no possibility of counterfeit products being mixed in.
- We sell numerous products from pre-order items to used products.
- We sell not only figures but also numerous anime goods such as acrylic stands and tapestries.
- We deliver anime goods all over the world with careful packaging and fast shipping.
- Because we are based in Japan, we are able to receive and deliver the latest merchandise to our customers faster than stores located overseas.
- We also accept installment payments, so you can shop according to your life plan.
- If you are looking for an item that is not listed on LapinNoir.JP, please send a request to our store via Order Request. You will be able to purchase the item when it becomes available in our store in the future. Please read About Order Request for more details.
Our original shipping boxes and packaging
LapinNoir.JP uses the silhouette of a rabbit as its symbol. And we distribute an illustration card of the original character "NOA" and the black rabbit to customers who make a purchase in our stores. The design of the illustration will be changed irregularly. If you see these boxes and illustration cards on Instagram or Twitter, it is proof that they have purchased products from us!!
［Our original shipping boxes］
Enjoy the excitement of opening a box!!
We pack your precious collections with the utmost care to ensure that they are not damaged in transit.
How many different kinds can you collect?
About Order Request
If the item you are looking for is not available at LapinNoir.JP, you can send a request to our store via the Order Request page and get a chance to purchase them in our store. When the item you requested becomes available in our store, it will be listed on the Order Request page. You will then be able to purchase the product you have requested in our store. Please note that LapinNoir.JP will not reply to your email request and does not guarantee that the item will be in stock. We will not announce when an item is back in stock, so we recommend that you check the Order Request page and our SNS (Instagram, Facebook, Twitter) for information.
About the LNJ Point Program
At LapinNoir.JP, you can earn points for various actions. The points you earn can be used for your next and subsequent orders at the rate of 1 point to 1 yen. The more friends you refer, the more you save. Please see the table below for more details.
- To earn points, you must register as a member.
- Points are not applied to shipping charges.
- Points will be awarded immediately after payment is completed.
- Points are valid for one year.
About Our Products
Please be assured that all products are purchased from Japanese manufacturers and partners, and we only deal in authentic products. Even for used products, our specialized staff inspects the products before purchasing them, so there is no possibility of counterfeit products being mixed in. To ensure that the items inside are not damaged, we may open and inspect the package before shipping. Please understand that this is done for safe transportation. In addition, even new items may be double-labeled upon inspection by the manufacturer.
In addition, even if the tape is new, it may be deformed from the time it is shipped from the manufacturer. We do not accept any claims regarding these issues.
All costs related to shipping services are the responsibility of the user. All shipping fees and applicable services will be determined by us.
Generally, we ship items within 1-5 business days (excluding Japanese holidays, Saturdays and Sundays) from the date of order. However, shipping may be delayed for some reason, such as if a defect is found during inspection. In such cases, we will contact you. Reserved items will be shipped after they arrive at our store.
LapinNoir.JP offers a variety of shipping plans to meet your needs. All shipping methods come with a tracking number.
International shipments may be subject to import fees and import duties in addition to the product price and shipping charges. Such additional charges may be billed by the shipping carrier upon receipt of your package. Import taxes and import fees are not included in the merchandise price. Import taxes and import fees are imposed by your country of residence and are not determined by LapinNoir.JP or the shipping carrier. Generally, the shipping agent will collect these taxes on your behalf and pay them to your country of residence. Please check with your country's customs office for import taxes. These fees are paid to the government of your country and unfortunately we cannot track or control them. We are not involved in any of these matters and cannot answer questions regarding the amount of duties or other taxes. Any inquiries regarding customs duties or other taxes should be directed to the customs authorities in your country.
False Declarations to Customs
You must not declare a lower price than the actual price to customs in your country in order to save customs duties paid by you. We strictly refuse such offers. False declaration of non-gift items as gifts is also prohibited.
There are cases in which parcels are returned to our store due to reasons such as refused receipt or incomplete address. Customers whose parcels are returned to our store will receive a reshipment notice to their registered e-mail address. Please pay the full amount of the reshipment fee within 2 weeks after our email is sent. We will reship the package after it arrives at our store and the customer has paid the reshipment fee (Shipping charge for reshipment + Shipping charges incurred when the item is returned to us + Duties incurred on initial shipment) in full.
- Cancellation is not allowed after the product has been shipped.
In the unlikely event that the full amount of the reshipment fee is not paid within two weeks, the order will be cancelled as a malicious order and no refund will be made for the amount already paid, including the product price, shipping and handling charges. Product availability will also not be ensured. Please note that any future contract with our store may be permanently terminated in accordance with our Terms of Service.
- All shipping costs for reshipment are the responsibility of the customer.
- Please note that for items shipped via FedEx or DHL, we may charge additional shipping fees when returning the item to Japan.
About Change of Address
Please notify us immediately of any changes in the consignee's name, address, or other registered information. If your purchase has not yet been shipped, we will be happy to change your address. Please contact our customer support at firstname.lastname@example.org as soon as possible.
The shipping address change procedure handled by Customer Support applies to orders that have already been placed and have not yet shipped. Therefore, it will not be applied to future orders. You must change the address on your account before placing an order in order for the change to be applied to future orders. If you contact Customer Support with your new address, we will not be able to change the address registered on your account. You must change the address registered in your account information yourself.
What to do if it takes too long to deliver
- Japan Post
If you have not received your package (more than 2 weeks by EMS, more than 1 month by air, or more than 6 months by sea), please first check the delivery status by entering the tracking number on the post office's website or ask for delivery status at your local post office. EMS/Express Mail will not be delivered without the recipient's signature. Check your mailbox for an "Undeliverable Shipment" notice. This notice will indicate how long it will take for the package to be delivered. If the problem persists, please contact Customer Support at email@example.com
- FedEx or DHL
If you have waited more than a week and your package has not arrived, please check the tracking status of your package on the company's website (DHL, FedEx) and contact customer support at firstname.lastname@example.org
Please contact our store first, rather than initiating a dispute with PayPal or filing a chargeback with your credit card company. While we will do our best to resolve any issues that arise, a PayPal dispute or chargeback will delay the process for a quick and amicable resolution.
If a package is returned for any reason (incorrect address, undeliverable), we will contact the customer and arrange for reshipment. Please note that the customer will be responsible for the return shipping costs. For details on reshipment, please read Reshipment.
About Gift Wrapping
Gift wrapping service is available separately. Please check the gift box before placing your order. If you wish to ship to a third party's address, please enter the address of the recipient of the gift in the "Preferred Shipping Address" field when placing your order.
Please note that customs duties and other taxes are basically the responsibility of the recipient. If the person placing the order and the recipient are different, please make sure that both parties fully understand the payment of customs duties. Laws concerning customs duties and other taxes on imported goods vary from country to country. Therefore, our store is not responsible for any customs duties or other taxes imposed on imported goods. Since our store is not involved in these matters, we cannot answer questions in advance regarding the amount of customs duties and other taxes. Inquiries regarding customs duties and other taxes should be directed directly to the customs authorities of your country. Please note that gift packages may be opened and inspected by customs authorities in your country.
Products listed on LapinNoir.JP are based on the Japanese yen. Therefore, product prices are constantly changing due to fluctuations in the exchange rate. Also, since prices are determined based on market prices in Japan, prices are always fluctuating.
About the items in your cart
Inventory is secured only after payment is completed. Please note that simply adding an item to your cart does not guarantee that it will be in stock. If you leave an item in your cart without proceeding to the payment page, the list of items in your cart will be kept for a certain period of time. However, please understand that there is a possibility that the item may be out of stock or the price may change at a later date when you make a purchase.
Types of payment methods
LapinNoir.JP offers a variety of payment methods.
- Credit and Debit Cards (Visa, MasterCard, AmericanExpress, Diners)
Two types of payment methods are available
- Normal Payments
You will be billed for the purchase price of your order in one lump sum. If you choose to pay by normal payment, the payment will be made at the same time the order is completed.
- Installment Payment (available only for pre-order items)
This is a method in which the payment is made in installments by the payment due date set by our store. Payment in installments is only available for pre-order items. Payment can be made on any day within the payment due date. The customer is free to decide the amount to be paid per installment. However, the minimum amount of the first payment is fixed. The maximum number of installment payments is six. The final payment must be made in full for the remaining balance. Products will be shipped only after all payments are confirmed. However, the payment due date cannot be extended for any reason.
About Installment Payments
Installment payment allows customers to freely set the timing of payment and the amount of installment payment within the time period determined by us. Installment payments are only available for pre-order items. Customers can shop according to their life plans.
Please read the following notes regarding installment payments.
- Products will be shipped only after all payments have been received.
- Payment due date cannot be postponed even if the release date is postponed.
- Failure to pay in full by the due date will result in cancellation.
- If you miss the payment due date, please promptly contact our Customer Service: email@example.com as soon as possible.
- Payment in installments can only be made by Credit Card.
- Please contact our Customer Service: firstname.lastname@example.org as soon as possible with any change of address.
- Payment in installments and lump-sum payment cannot be made at the same time.
(If you have items for one-time payment and items for installment payment, please place them in separate carts.)
- Only one item per cart can be paid for in installments. If you wish to purchase multiple items by installment payment, please make payment for each item separately.
- You may add multiple items of the same product to your cart and purchase them in installments.
- Gift fees are also included in installment payments. Please note that import duties may be incurred separately.
- Cancellation of Installment Payments
We do not allow cancellation of installment payments. However, if the due date passes without payment, your order will be automatically cancelled. In this case, Customer Service will contact you. At that time, you will be asked to choose between a refund of the amount paid or a lump-sum payment of the balance. You will have 2 weeks from the time we send you the email to respond to which you choose.
- Refund of the amount paid
We will refund the amount paid minus a penalty fee of 15% of the total purchase price as a handling fee. You will be responsible for any fees charged by your Credit Card company, PayPal, etc. in this case.
- Lump-sum payment of the balance
The remaining balance must be paid in a lump sum by the following month of the overdue month. In this case, a PayPal fee of 5% of the remaining balance will be added to your invoice; PayPal will send you an invoice and you will be required to pay it. Please note that we do not issue invoices on this site. late payment by PayPal will result in a forced cancellation. We will refund your payment minus a penalty fee of 15% of the purchase price.
If you wish to purchase the cancelled item, please place a new order. If the cancelled item is no longer available for sale, it will not be resold under any circumstances.
We reserve the right to restrict or close the accounts of any customer who abuses our Cancellation Policy or who abandons an order that is available for shipment without payment. Please note that any customer who intentionally or repeatedly cancels installment payments, or otherwise engages in any other behavior that we deem to be abusive, will be permanently barred from using our services in the future.
How to Operate Installment Payment
- How to operate at the time of purchase
When purchasing an item, on the product page, select "Yes" under Purchase this product by installment payment ? and then add the product to your cart.
If you choose to pay in installments, the payment method on the payment page will be displayed as "Partial Payment".
- How to operate after ordering (repeat after each payment)
After placing an order for installment payment, please go to "Partially Paid Orders" in My Account to confirm your order and create an installment payment plan.
Please check "Select" for the applicable order, enter the amount in the "Payment Amount" field, and make your payment from the payment method at the bottom of the screen. Each time you make an installment payment, you must visit this page to enter the amount and select a payment method. Please note that an invoice will not be automatically sent to you. Please note that it is possible to change your credit card information even in the middle of an installment payment.
If you enter an amount less than the initial payment amount, an alert will appear. In this case, please follow the warning message displayed and change the amount.
Change in means of payment
For Normal Payments, we cannot accept changes in payment methods, such as changing to a different credit card, after an order has been completed. In such cases, please cancel your order and reconfirm it. Depending on timing, products may not be in stock.
In the following cases, we will refund the stipulated amount in accordance with the prescribed procedures.
- When a cancellation is accepted prior to shipment
- When returns are accepted at the convenience of the customer
- When damage during shipping is confirmed
- If the product is found to be defective in its initial stage
- When it is found to be our fault
- When it is difficult to arrange for a replacement product
Both the merchandise and shipping charges will be converted from Japanese yen to the currency of the customer's choice and converted at the exchange rate on the date of refund. Please note that the amount may increase or decrease slightly due to fluctuations in the exchange rate. In all of the above cases, the customer is responsible for any refund fees to the credit card company or PayPal.
Please note that refunds for items that have already been shipped will be processed only after the returned items have arrived at our store. In the case of an error on our part, we will send a replacement item or a full refund after the item arrives at our store after the return procedure has been completed.
Order Cancellation Policy
- Items may be cancelled at any time prior to shipment (5% handling fee will apply).
- PayPal and credit card company fees are the responsibility of the User.
- If you wish to cancel, please contact our Customer Support: email@example.com with your order number.
Orders can be cancelled at any time prior to shipment. In case of cancellation, a handling fee of 5% of the total amount will be charged. The 5% will be deducted from the total price and refunded to the User.If you wish to cancel, please contact our Customer Service:
Please include the following information
- The name of the product you ordered
- The order number
- The date of purchase
Cancellation of an item that has already been shipped will be treated as a return due to customer's own reasons. Please read Returns due to customer's own reasons for more information.
Products paid in installments cannot be cancelled. If no payment is made during the process and the stipulated payment date has passed, the order will be automatically cancelled. In this case, we will send you an email with the choice of either a refund of the amount paid so far minus a 15% handling fee as a penalty, or a lump-sum payment of the remaining balance. Please read About Installment Payments for more details.
Returns due to customer's own reasons
- Please contact our Customer Support: firstname.lastname@example.org within 15 days of receiving the product.
- Returns will be accepted only if the return conditions are met.
- All return shipping costs are the responsibility of the customer.
- Refund of product price only
- Must be in new condition with all parts present
- The product must be unopened, properly packaged, and the outer box must be undamaged
- The customer must pay all return shipping costs
- The product must be returned to us by a shipping method with a tracking number according to our instructions
All returns must be made in accordance with our instructions and in accordance with our return procedures. Packages returned without notifying us, packages returned as undeliverable by the carrier, or packages refused by the recipient for any reason are not legitimate returns. Therefore, they are not eligible for refund or exchange. In such cases, we will not compensate for the cost of the merchandise or shipping charges. In addition, if our store incurs return shipping charges when the package is returned to us, the customer is responsible for those charges and will be billed for them. In addition, if the merchandise is damaged at the time of return, we will not accept the return and will not refund the merchandise price. When returning an item, please pack it carefully and securely to avoid damage.
If your package is damaged
- Please contact our Customer Support: email@example.com within 2 days of receiving the product.
- We will either ship a replacement product or refund the product price, the initial shipping fee, and the return shipping fee to our store to the customer.
When contacting Customer Support, please provide the following information
- A detailed description of the defect
- A photograph of the condition of the product immediately after arrival(a clear, enlarged photograph of the defective part)
- A clear photograph of the delivery note, shipping label, carrier's bag, and shipping box side-by-side with the subject merchandise
- Customer order number
- Return receipt
［Conditions excluded from coverage］
- Damage to the product's packaging or outer box is not considered damage to the product.
- In addition, products that are more than one year old from the date of release from the manufacturer may show signs of age-related deterioration on the outer box and the figure itself inside, even if it is a new product (rust, odor, stickiness, paint migration, peeling paint, etc.). (Rust, odor, stickiness, paint migration, peeling paint, etc.) These are not eligible for returns or refunds and are not considered initial defects.
- We cannot accept returns or refunds if the product you receive is different from the product image shown on the website. Since we often list products before the final product is released, most of the pictures shown are of prototypes or samples provided by the manufacturer. There may be slight differences between prototypes and actual mass-produced products. Also, some products require hand-painting at the factory, which may also cause individual differences. These are not considered manufacturer defects. In addition, small defects may be found in the paint or parts. These are natural inconsistencies that occur during the process of mass production and are not considered defects.
- Returns and refunds will not be accepted for any reason due to customs duties or other taxes in the country of destination.
- If the manufacturing defect in the product is clearly the result of abuse by the user, we reserve the right to reject the claim.
We will contact you with a solution as soon as possible. Please note that it may take us several days to reply.
All returns must be processed according to the instructions provided by Customer Support. Unauthorized return of merchandise without notifying Customer Support is not a legitimate return. In addition, packages returned as undeliverable or unclaimed by the shipping company, or packages that the recipient refuses to accept for any reason, are also not legitimate returns. As such, they are not eligible for all compensation, including refunds and exchanges at our discretion.
We will contact the respective shipping company for compensation. Please do not destroy shipping documents (invoice, shipping label), photos, product outer box, shipping box, etc. until the problem is resolved.
Please note that we will not be able to offer refunds/exchanges for items that are not insured and were damaged during shipping. For this reason, we strongly recommend EMS, DHL, and FedEx as shipping methods, especially for high value or fragile items.
Compensation will not be provided for items damaged by the customer. Basically, exchanges of merchandise will only be accepted if there is negligence on the part of the store or if the merchandise is damaged. In addition, we cannot sell or compensate for only some parts of products that were damaged due to the customer's fault.
Please contact our store first rather than dispute with PayPal or apply for a chargeback from your credit card company. We will do our best to resolve any issues that arise, but a PayPal dispute or chargeback will delay the process for a quick and amicable resolution.
When an item is returned to our store/ If you refuse to receive
There are cases in which parcels are returned to our store due to reasons such as refused receipt or incomplete address. Customers whose parcels are returned to our store will receive a reshipment notice to their registered e-mail address. Please pay the full amount of the reshipment fee within 2 weeks after our email is sent. We will reship the item after it arrives at our store and the customer has paid the reshipment fee (Shipping charge for reshipment + Shipping charges incurred when the item is returned to us + Duties incurred on initial shipment) in full.
- Cancellation is not allowed after the product has been shipped. In addition, we will not refund the product price, shipping and handling charges for the initial shipment, customs duties, etc.
- All shipping costs for reshipment are the responsibility of the customer.
- For items shipped via FedEx or DHL, please note that you may be charged additional shipping fees when returning the item to Japan.
- In the unlikely event that you do not pay the full amount of the reshipment fee within two weeks, we will cancel the order as a malicious order and will not refund the amount you have already paid for the merchandise, shipping and handling charges. Please note that in this case, any future contract with our store may be permanently cancelled in accordance with our Terms of Service.
About Our Customer Support
We will respond during business hours except Saturdays, Sundays, and national holidays in Japan. Please wait for our reply as we will respond in the order in which we receive your inquiry. We will try to respond as quickly as possible, but please understand that it may take us several days to check the status of your inquiry.
For more information, please see our